January 6, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com. You maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayed. Please refer to my previous responses, wherein I advised you that I reviewed your technical support chat. A damaged power cord was never reported to DISH Network. The agent never asked you to crawl under a desk. The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Dear Ms. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that DISH Network debited your credit card account without your permission. You said that you allowed your brother in-law to use it to make a one-time...
payment. You requested a refund. When we spoke, I advised you that your credit card account information was provided to us to qualify for Mr. [redacted]’s account. I reviewed the sales call and found that your permission was obtained to use this information. Therefore, we consider the charges to be accurate. However, I advised you that a refund of $248.00 will be provided once the leased equipment has been received. You agreed to call me once the equipment has shipped, so I can start the refund process. I also offered to reduce the early termination fee from $400.00 to $99.00, and you agreed. I informed you that I will be providing you with a refund of $301.00 within the next three business days. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Tell us why here...April 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.com. You expressed concern with the $150.00 payment. You indicated that you also provided two contact phone numbers for your bank. During out email correspondence, I informed you that the two contact phone numbers you provided are invalid. Because we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter. 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]
[redacted] Dear Mr. [redacted]: On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you back. I unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages. You mention the $95.00 fee for a technician and the Protection Plan warranty. You maintain that you have experienced many ongoing technical issues since you moved in August 2014. You requested reimbursement for 50% of your programming for the past 2.8 years. The starting cost of a technician visit is $95.00. The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged. The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, 2017. The technician fee was waived. We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reported. However, as an exception, I applied a $20.00 credit to your account. 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]
Revdex.com:I would like it to be known that I have repeatedly told Dish to use the home # (which they have as they would leave updated appt times until it was cxld on it - [redacted]) as I do not have cell service ([redacted]) at our home. The one time that I did hear a ring and tried to answer I was unable to because of no signal. The # that they used was their general # so I had no idea who called.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. Frisby: On February 10, 2017, we received your correspondence, dated February 9, 2017, filed with the Revdex.com. You maintain you were misinformed about DISH Pause and you paid for it for 17 months. You indicated that you received a $40.00 credit. You requested that an additional credit be applied to your account. When we spoke today, I informed you that I applied a credit of $86.99 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for 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]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]: On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com. You stated that your DISH Network service was installed on October 10, 2015. You experienced ongoing service and equipment issues. Additionally, there were problems with the installation done by Via Satellite. Your early termination fee was waived and you disconnected your service. A damage claim was opened to address your installation concerns. You requested a refund for the two months you paid for service you did not receive. When we spoke today, you confirmed that your installation issues were being addressed by Via Satellite. I agreed to refund your two monthly payments and resolve the $26.22 balance on your account. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 David Laslo Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/03) */
July 14, 2015
Ms. [redacted]
7 Rose Hill Ave.
Ansonia, CT XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the...
Revdex.com.
You disputed the remaining balance of $51.00 on your DISH Network account, indicating that you returned the equipment.
When I spoke with you by telephone today, I explained that the $51.00 balance was due to a dispute that you filed with your bank for a $51.00 automatic payment. The $51.00 payment DISH Network collected from your bank on January 30, 2015, was deemed as a valid payment that was owed. By signing the dishNET agreement (copy enclosed), you authorized us to automatically collect for the early termination fee or unreturned equipment fee.
Here is a breakdown of transactions that resulted in the $51.00 balance:
As an exception, I removed the balance and there is no balance due.
Additionally, you expressed concern that your account was sent to collections. I notified collections to remove this account from your credit report
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the...
Revdex.com.
You said DISH Network signed you up for service that did not work for you. You requested a refund of all payments made.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11, and 12, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate that you contacted us concerning dishNET internet service not providing you with streaming capabilities. Please note that our satellite internet disclosures provide that the service is not intended for streaming or online gaming due to data restrictions. As such, we are unable to provide you with a refund. However, I made an exception and waived your internet 24-month commitment so you may seek service that better suits your needs.
Please note that DISH Network did not sign you up for this service, as the installation of internet equipment was requested.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not told this when I signed up!
Final Business Response /* (4000, 12, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 19, 2015, filed with the Revdex.com.
You maintain that you were advised that dishNET internet service would work in your area.
Our records indicate that the service works in your area; however, you reported issues with streaming. As you were advised during your sales call, dishNET satellite internet is not intended for streaming due to data caps. As you were made aware of this prior to initiating your account and chose to continue setting up one, we are unable to provide you with compensation or refunds.
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]
Final Consumer Response /* (3000, 17, 2015/10/28) */
Received duplicate complaint 10/27/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish Network's Deceptive practices
I have had a problem with Dish Network now for a while, With issues concering their service and deceptive practices. I was promised that because of all of this the early termination fee would be waived, Now they are claiming they can not find my account! If you value your time and do not wish to enter into a web of lies and being taken advantage of DO NOT SUBSCRIBE TO DISH NETWORK!
I want to be compensated for my time! I have spent countles hours on their stupid automated systems and had to write numerous letters! This company has no service what so ever!
$300.00
February 15, 2016 Mr. [redacted]. [redacted]. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr....
[redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information during your sales call and that you were due a refund of $150.00. When we spoke, you advised me that you had spoken with an agent and that your concerns were addressed. As I explained during our call, a review of your sales call revealed that you were provided correct information. Additionally, you were advised of the three-month free premium promotion and the sales agent told you the date that the channels would start charging. We have no record of any offers to refund payments, but your account has received all adjustments that were promised. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/04) */
July 29, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed with the...
Revdex.com.
You said that the saleperson advised you that there is a grace period to cancel your service without a penalty.
When we spoke today, I explained that you established your account through Dish One Satellite LLC, an independent retailer. DISH Network does not offer a grace period to cancel service without a penalty. Nevertheless, I reversed the $480.00 early termination fee applied to your account. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to cancel the $480 cancellation fee.
Dear Mr. L[redacted] The response from Dish is not accurate. I did name the channels I wanted to every associate (and there were many) I spoke with prior to agreeing to the service. Their recordings would prove that (if they haven't been tampered with). Their practice of luring customers with lies then added other services with higher charges is reprehensible. I appreciate removing the termination fee but something should be done about the way Dish misleads people to get their business. K [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. Dish is the only good service available in my area. So I have not other option but to accept the response.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I specifically was told what I'd be getting and it only changed after I gave my social security number, which is exactly what other reports about DISH have said. They are very shady in their business practice and since I have concrete evidence, I'll be taking it to the media.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Mr. [redacted]:
On July 31, 2015, we received your correspondence, dated July 30, 2015, filed with the Better...
Business Bureau.
You stated that your DISH Network account was not disconnected on [redacted] 26, 2015, as you requested. You experienced difficulty with the leased equipment return requirements. Early termination fees were collected from your bank account, causing financial hardship, and the customer service you encountered while attempting to resolve this matter did not meet your expectations. You have received calls regarding the balance on your disconnected account, and you requested that this contact cease.
When we spoke on August 7, 2015, I resolved the balance on your disconnected account, confirmed that the leased equipment was returned and, as a courtesy, I agreed to waive your early termination fee since you were unable to retain the service at your new residence. I have also issued refunds for the early termination fees. I offered to assist with the banking fees you incurred if you would provide the required supporting documentation. You accepted this resolution.
We strive to provide excellent service and 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 (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]
[redacted]-[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 5, 9 and 10, 2016, and I left three messages. You indicated that you do not qualify for a $100.00 gift card but the advertisement does not state that you need to qualify. To qualify for the gift card, the offer code must be used during the initial sale. It cannot be added to the account once the account is established. However, as an exception, I applied a $100.00 credit to your account in place of the gift card. 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]
Dear Mr. [redacted]: On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You said you were not advised of the cost for the DISH’n It Up (DIU) Hopper 3 upgrade. I attempted to reach you at ###-###-#### on April 21, 22 and 25, 2016. I...
left three voice messages. A review of your two chats from April 4, 2016, reveals that the agents provided full disclosure for the DIU promotion. Our agents informed you of the one-time fee of $245.00 for the Hopper 3 and technician visit. Because you agreed to add the Protection Plan at $8.00 per month to your account, we discounted the technician visit to $10.00. The agents also informed you of the additional monthly equipment fees. On April 18, 2016, a courtesy credit of $60.00 was applied to your account. No additional credit is warranted. Although the billing is accurate, I also made an exception and waived your DIU early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/12/24) */
December 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated...
December 16, 2015, filed with the Revdex.com.
You said your service was disconnected although you had made a payment. You also expressed dissatisfaction with the customer service you received. You requested that the service be disconnected and to receive a refund.
When we spoke on December 17, 2015, I advised you that we found that the incorrect routing number and/or account number was entered incorrectly for the Electronic Funds Transfer (EFT) payment. As a result, the $174.95 was not collected, causing the system to interrupt your service.
I offered to restore your service and apply 12 months of promotional credits and you declined.
Per your request, I disconnected your service and waived the satellite TV and internet early termination fees. I also submitted a refund of $184.95 for the credit card payment collected on November 30, 2015. Please allow five business days for processing. You accepted this resolution.
You agreed to return the leased equipment to DISH Network. Return boxes with labels will be sent to your address by UPS. I waived the return shipping fees.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. 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
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 6, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com. You maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayed. Please refer to my previous responses, wherein I advised you that I reviewed your technical support chat. A damaged power cord was never reported to DISH Network. The agent never asked you to crawl under a desk. The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Dear Ms. [redacted]: On January 19, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.com. You said that DISH Network debited your credit card account without your permission. You said that you allowed your brother in-law to use it to make a one-time...
payment. You requested a refund. When we spoke, I advised you that your credit card account information was provided to us to qualify for Mr. [redacted]’s account. I reviewed the sales call and found that your permission was obtained to use this information. Therefore, we consider the charges to be accurate. However, I advised you that a refund of $248.00 will be provided once the leased equipment has been received. You agreed to call me once the equipment has shipped, so I can start the refund process. I also offered to reduce the early termination fee from $400.00 to $99.00, and you agreed. I informed you that I will be providing you with a refund of $301.00 within the next three business days. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT ###-###-####
Tell us why here...April 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.com. You expressed concern with the $150.00 payment. You indicated that you also provided two contact phone numbers for your bank. During out email correspondence, I informed you that the two contact phone numbers you provided are invalid. Because we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter. 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]
April 27, 2017
[redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you back. I unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages. You mention the $95.00 fee for a technician and the Protection Plan warranty. You maintain that you have experienced many ongoing technical issues since you moved in August 2014. You requested reimbursement for 50% of your programming for the past 2.8 years. The starting cost of a technician visit is $95.00. The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged. The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, 2017. The technician fee was waived. We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reported. However, as an exception, I applied a $20.00 credit to your account. 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]
Revdex.com:I would like it to be known that I have repeatedly told Dish to use the home # (which they have as they would leave updated appt times until it was cxld on it - [redacted]) as I do not have cell service ([redacted]) at our home. The one time that I did hear a ring and tried to answer I was unable to because of no signal. The # that they used was their general # so I had no idea who called.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]
February 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. Frisby: On February 10, 2017, we received your correspondence, dated February 9, 2017, filed with the Revdex.com. You maintain you were misinformed about DISH Pause and you paid for it for 17 months. You indicated that you received a $40.00 credit. You requested that an additional credit be applied to your account. When we spoke today, I informed you that I applied a credit of $86.99 to your account for one month of service. The quality of our customers' experiences is of great importance to DISH Network. I apologize for 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]Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
December 29, 2015 *
[redacted] Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####189 Dear Ms....
[redacted]: On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com. You stated that your DISH Network service was installed on October 10, 2015. You experienced ongoing service and equipment issues. Additionally, there were problems with the installation done by Via Satellite. Your early termination fee was waived and you disconnected your service. A damage claim was opened to address your installation concerns. You requested a refund for the two months you paid for service you did not receive. When we spoke today, you confirmed that your installation issues were being addressed by Via Satellite. I agreed to refund your two monthly payments and resolve the $26.22 balance on your account. 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 ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 David Laslo Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/03) */
July 14, 2015
Ms. [redacted]
7 Rose Hill Ave.
Ansonia, CT XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the...
Revdex.com.
You disputed the remaining balance of $51.00 on your DISH Network account, indicating that you returned the equipment.
When I spoke with you by telephone today, I explained that the $51.00 balance was due to a dispute that you filed with your bank for a $51.00 automatic payment. The $51.00 payment DISH Network collected from your bank on January 30, 2015, was deemed as a valid payment that was owed. By signing the dishNET agreement (copy enclosed), you authorized us to automatically collect for the early termination fee or unreturned equipment fee.
Here is a breakdown of transactions that resulted in the $51.00 balance:
Date Transaction Charge/Credit Payment Payment Reversal (Refund) Total Amount Owed
1/12/2015 Final programming bill $13.96
/15/15 Early Termination Fee $157.50 $171.46
1/22/15 Unreturned Equipment $99.00 $270.46
1/22/15 Tax $17.96 $288.42
1/30/15 Payment $13.96 $274.46
1/30/15 Payment $51.00 $223.46
2/26/15 Unreturned Equipment credit $-99.00 $124.46
2/26/15 Tax credit $-6.93 $117.53
2/27/15 Payment $124.46 $-6.93
3/6/15 Credit card dispute (refund) $51.00 $44.07
4/8/15 Non-refundable balance $6.93 $51.00
As an exception, I removed the balance and there is no balance due.
Additionally, you expressed concern that your account was sent to collections. I notified collections to remove this account from your credit report
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 12, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the...
Revdex.com.
You said DISH Network signed you up for service that did not work for you. You requested a refund of all payments made.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11, and 12, 2015, and I left three voicemails.
In my last message, I advised you that our records indicate that you contacted us concerning dishNET internet service not providing you with streaming capabilities. Please note that our satellite internet disclosures provide that the service is not intended for streaming or online gaming due to data restrictions. As such, we are unable to provide you with a refund. However, I made an exception and waived your internet 24-month commitment so you may seek service that better suits your needs.
Please note that DISH Network did not sign you up for this service, as the installation of internet equipment was requested.
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
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was not told this when I signed up!
Final Business Response /* (4000, 12, 2015/05/27) */
May 26, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 20, 2015, we received your complaint, dated May 19, 2015, filed with the Revdex.com.
You maintain that you were advised that dishNET internet service would work in your area.
Our records indicate that the service works in your area; however, you reported issues with streaming. As you were advised during your sales call, dishNET satellite internet is not intended for streaming due to data caps. As you were made aware of this prior to initiating your account and chose to continue setting up one, we are unable to provide you with compensation or refunds.
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]
Final Consumer Response /* (3000, 17, 2015/10/28) */
Received duplicate complaint 10/27/2015, merged information from CID#XXXXXXXX and closed as duplicate.
Dish Network's Deceptive practices
I have had a problem with Dish Network now for a while, With issues concering their service and deceptive practices. I was promised that because of all of this the early termination fee would be waived, Now they are claiming they can not find my account! If you value your time and do not wish to enter into a web of lies and being taken advantage of DO NOT SUBSCRIBE TO DISH NETWORK!
I want to be compensated for my time! I have spent countles hours on their stupid automated systems and had to write numerous letters! This company has no service what so ever!
$300.00
February 15, 2016 Mr. [redacted]. [redacted]. [redacted]. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr....
[redacted]: On February 12, 2016, we received your complaint, dated February 9, 2016, filed with the Revdex.com. You said that you were provided incorrect information during your sales call and that you were due a refund of $150.00. When we spoke, you advised me that you had spoken with an agent and that your concerns were addressed. As I explained during our call, a review of your sales call revealed that you were provided correct information. Additionally, you were advised of the three-month free premium promotion and the sales agent told you the date that the channels would start charging. We have no record of any offers to refund payments, but your account has received all adjustments that were promised. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Initial Business Response /* (1000, 5, 2015/08/04) */
July 29, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 29, 2015, we received your correspondence, dated July 28, 2015, filed with the...
Revdex.com.
You said that the saleperson advised you that there is a grace period to cancel your service without a penalty.
When we spoke today, I explained that you established your account through Dish One Satellite LLC, an independent retailer. DISH Network does not offer a grace period to cancel service without a penalty. Nevertheless, I reversed the $480.00 early termination fee applied to your account. You accepted this resolution.
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to cancel the $480 cancellation fee.
Dear Mr. L[redacted] The response from Dish is not accurate. I did name the channels I wanted to every associate (and there were many) I spoke with prior to agreeing to the service. Their recordings would prove that (if they haven't been tampered with). Their practice of luring customers with lies then added other services with higher charges is reprehensible. I appreciate removing the termination fee but something should be done about the way Dish misleads people to get their business. K [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. Dish is the only good service available in my area. So I have not other option but to accept the response.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I specifically was told what I'd be getting and it only changed after I gave my social security number, which is exactly what other reports about DISH have said. They are very shady in their business practice and since I have concrete evidence, I'll be taking it to the media.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/18) */
August 10, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
Dear Mr. [redacted]:
On July 31, 2015, we received your correspondence, dated July 30, 2015, filed with the Better...
Business Bureau.
You stated that your DISH Network account was not disconnected on [redacted] 26, 2015, as you requested. You experienced difficulty with the leased equipment return requirements. Early termination fees were collected from your bank account, causing financial hardship, and the customer service you encountered while attempting to resolve this matter did not meet your expectations. You have received calls regarding the balance on your disconnected account, and you requested that this contact cease.
When we spoke on August 7, 2015, I resolved the balance on your disconnected account, confirmed that the leased equipment was returned and, as a courtesy, I agreed to waive your early termination fee since you were unable to retain the service at your new residence. I have also issued refunds for the early termination fees. I offered to assist with the banking fees you incurred if you would provide the required supporting documentation. You accepted this resolution.
We strive to provide excellent service and 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 (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: 11032548
I am rejecting this response because: I will only accept a refund due to misrepresentation.
Sincerely,
[redacted]
May 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 5, 9 and 10, 2016, and I left three messages. You indicated that you do not qualify for a $100.00 gift card but the advertisement does not state that you need to qualify. To qualify for the gift card, the offer code must be used during the initial sale. It cannot be added to the account once the account is established. However, as an exception, I applied a $100.00 credit to your account in place of the gift card. 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]
Dear Mr. [redacted]: On April 19, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com. You said you were not advised of the cost for the DISH’n It Up (DIU) Hopper 3 upgrade. I attempted to reach you at ###-###-#### on April 21, 22 and 25, 2016. I...
left three voice messages. A review of your two chats from April 4, 2016, reveals that the agents provided full disclosure for the DIU promotion. Our agents informed you of the one-time fee of $245.00 for the Hopper 3 and technician visit. Because you agreed to add the Protection Plan at $8.00 per month to your account, we discounted the technician visit to $10.00. The agents also informed you of the additional monthly equipment fees. On April 18, 2016, a courtesy credit of $60.00 was applied to your account. No additional credit is warranted. Although the billing is accurate, I also made an exception and waived your DIU early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/12/24) */
December 18, 2015
Ms. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On December 17, 2015, we received your correspondence, dated...
December 16, 2015, filed with the Revdex.com.
You said your service was disconnected although you had made a payment. You also expressed dissatisfaction with the customer service you received. You requested that the service be disconnected and to receive a refund.
When we spoke on December 17, 2015, I advised you that we found that the incorrect routing number and/or account number was entered incorrectly for the Electronic Funds Transfer (EFT) payment. As a result, the $174.95 was not collected, causing the system to interrupt your service.
I offered to restore your service and apply 12 months of promotional credits and you declined.
Per your request, I disconnected your service and waived the satellite TV and internet early termination fees. I also submitted a refund of $184.95 for the credit card payment collected on November 30, 2015. Please allow five business days for processing. You accepted this resolution.
You agreed to return the leased equipment to DISH Network. Return boxes with labels will be sent to your address by UPS. I waived the return shipping fees.
We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents. 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
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)