Initial Business Response /* (1000, 5, 2015/08/25) */
August 12, 2015
[redacted]
XXXXX[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your complaint, dated August 10, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the usage limitations because you were not told that our On Demand services required an internet connection.
Your TV and internet services were activated on August 1, 2015, with a 24-month commitment for each service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
We appreciate that you brought your concerns regarding the internet service to our attention so that we may address them internally with the appropriate personnel.
When I spoke with you by phone on August 11, 2015, I advised you that I waived the term commitment for your internet service. As you requested, I canceled the service. Please note that your TV service will continue as normal.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment. Your service was activated on June 17, 2015, with a 24-month commitment. Please be advised that DISH Pause will extend the term commitment by the number of months that your service is paused. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your account. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
February 22, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installation. You requested that a different technician mount your TV at a time of your choosing. You said you were supposed to be billed $199.00 for the TV Bracket and installation and you disputed the additional cost. You also expressed concern that a standard remote control was ordered and not a voice remote control. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. Our records show that the second technician visit was completed on February 21, 2016. You were billed $166.00 plus tax for the TV Bracket and the installation, as courtesy credits were applied. The $20.00 remote control fee was also removed. The balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, 2016. We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that you were told that your monthly rates for your DISH Network accounts would remain the same for 12 months. When we spoke, you advised me that you did not wish to discuss the issue any further so I advised you that I would provide you with a written response. A review of the call to which you referred did not reveal that you were offered a guaranteed rate for 12 months, but you were offered a monthly credit of $10.00 for 12 months, which was applied. Your accounts have received multiple monthly adjustments and, as such, we are unable to continue providing discounted programming. While we sincerely regret any confusion or inconvenience, as no offer for a guaranteed rate was provided, we are unable to apply additional adjustments to your accounts. 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.
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitment. As you have met this requirement, you would like your service cancelled without penalty. A review of your account does not reveal a record of ongoing technical issues that have been reported. The only mention of technical issues was made when you contacted us to disconnect your account. As a courtesy, several technician visits were scheduled for you without troubleshooting the issue first. When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, 2017. The technician found that [redacted] interrupted your satellite service when they installed the internet service. It was corrected at the time. I also provided you with one month free of the America’s Top 120 Plus package ($59.99) for the inconvenience. Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployed. We requested a copy of your deployment papers, but we have not received them. As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
February 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 14, 2016, filed with the Revdex.com. You maintain that when you added an additional receiver to your account on July 5, 2015, you made a verbal agreement that there was no commitment included. You also stated that you were told that your monthly bill would be $75.00 per month. After reviewing your July 5, 2015, call, we found that the agent disclosed the 24-month commitment and you did not dispute it. There was no verbal agreement for service without a commitment. In addition, the agent didn’t tell you that the monthly bill would be $75.00 per month, but he provided you with a $5.00 credit for six months. However, the credits did not post to the account; therefore, I applied a lump-sum credit of $30.00 for the six months that you did not receive the credit. The agent also informed you that the previous bill was $65.80 after the credits. Your service is regularly priced at $117.99 plus tax a month. You have received a monthly $40.00 courtesy credit since August 25, 2014, which expired on your November 19, 2015, billing statement and you are now billed at the regular rate. I am unable to honor your request to continue to reduce your price; therefore, I released you from the 24-month agreement and I removed the $340.00 early termination fee. When I spoke with you by telephone today, I informed you that the remaining balance is $60.37 because the $73.76 payment made on January 6, 2016, did not cover the full balance and it carried over to the next month’s bill. Following our conversation, you called in and reduced your programming package to the America’s Top 120 Plus and you restarted your account with a minimal payment of $28.31. The agent you spoke with provided you with a $30.00 credit for six months. Although restarting the service did not include an additional commitment, it reinstated the original commitment, which does not expire until July 12, 2017. I’ve enclosed a copy of your agreement for the 24-month commitment for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
[redacted] Dear Mr. [redacted]: On July 17, 2017, we received your complaint, dated July 15, 2017, filed with the Revdex.com. You said that you were being charged for a receiver that was retrieved by a DISH Network technician. You also disputed the 24-month commitment associated with your equipment upgrade. When we spoke, I advised you that our records indicate that two receivers were installed during the technician visit to which you referred. Nonetheless, I made an exception and removed the receiver from your account and I waived the $199.00 unreturned equipment fee. As I explained, I reviewed your equipment upgrade call and found that you were advised of, and agreed to, the new 24-month commitment associated with your account. As such, we are unable to roll back your commitment to your original installation date. 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]
cc: [redacted]
[redacted]
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I have tried that a couple of times. They wind up between 60-90 minutes fruitless calls of the customer service stating to call her back directly, so do the emails that I sent customer service. [redacted] returns again on Aug 8 and I understand that she does not have access to phone or email until then. She did call me in July, I returned her call and emailed her the same day but she was already out of the office for a few weeks. If you wish to contact me, this would probably be a lot easier than me being transferred a bunch of times to no avail. Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:My service was installed on a Saturday. I called Dish the following Monday to inquire about my internet service. This was when I was informed I was not able to get the service I requested, so I cancelled immediately. Dish never upheld their end of the contract so I should not be held liable for any charges. The $10 equipment return fee was supposed ot have been waived per the rep at the president's office that I spoke with. I do not recall his name at this point.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: as as stated in my rebuttal, I refuse to give business to a company that speaks to me in the rude manner of which you did. You have completely ignored that portion of my rebuttal. You work with frustrated people all the time and should know better than to speak to a customer the way you did to me. For that reason, I wish to exit my contract with dish and you to waive the cancellation fee. You are condescending and rude to work with. Poor excuse for a person who works with public.
Sincerely,
[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]
September 7, 2016 Dear Ms. [redacted]: On September 2, 2016, we received your rebuttal, dated September 1, 2016, filed with the Revdex.com. You maintain that you did not make the payments applied to your DISH Network and bank account. Please refer to my previous response wherein I explained that three payments were received: one, for $283.79, was processed manually through your online account on July 20, 2016, and two, $283.79 and $10.02, were made manually through your receiver on July 22, 2016. Emails were sent on July 20 and 22, 2016, to [redacted], confirming that these payments were received. One refund of $283.79 was sent to you on August 9, 2016, and the other two payments were declined by your bank. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: After initial contact, there has been no additional work or effort done to repair the damage. They have taken no responsibility and do not respond to my further emails. Terrible customer service and terrible work. I have left multiple negative reviews on different websites and have referred this complaint to our local news channel.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You provided additional information regarding your concerns with the removal of your promotional credits. You indicated that the information is not listed in your...
24-month agreement. Your concerns were previously resolved on January 7, 2016. The account credits were reinstated on your account for the full 24-month commitment period. We again apologize for any inconvenience that this issue may have caused you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Mrs. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You expressed concern with the appointment that was scheduled for an upgrade for your HughesNet service. You stated you were told that a technician would be sent on January 23, 2018, but the technician missed the appointment. You said that when you checked your online account, the appointment was scheduled for January 30, 2018. You requested a credit for the time without service. You also expressed dissatisfaction with our Customer Service Department. Our records confirm that the installation appointment was scheduled for January 30, 2018. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. When I spoke with you by phone on January 26, 2018, I advised you that the scheduled date was the soonest available. I applied a credit of $143.52 to your account for your inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 13, 2016 Dear Mr. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You indicated that you had an additional Joey receiver installed so that you could receive programming on...
a fourth TV but when it was installed, the installer told you that you would not receive independent programming on it. Therefore, you disconnected your service and disputed that you were charged a $480.00 early termination fee. You requested that the fee be removed, and that we remove this account from collections. When I talked to you by telephone today, I informed you that I reversed the $480.00 early termination fee and notified collections to remove this account from further collection attempts. Additionally, I submitted a refund for $88.49. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
May 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your correspondence, dated May 24, 2016, filed with the Revdex.com. You said you are unable to return the leased equipment and you disputed the technician visit cost. When we spoke today, I scheduled a free technician visit for June 6, 2016, between the hours of 8:00 am and 12:00 pm. You accepted this resolution. You also agreed to take the receiver and remote control to a UPS drop-off location. 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]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed...
with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX, ext. 30, on July 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $188.99 that was reported to collections by DISH Network. You maintain that you experienced technical issues with your service and you were told that you would have to pay for a technician visit.
Although DISH Network will attempt to resolve reported technical issues by phone, when these attempts fail a technician visit is required. The regular cost of a technician visit is $95.00. If you subscribe to the Protection Plan for $8.00 a month, the cost of the technician visit is reduced to $10.00.
Your service was disconnected for non-payment on August 4, 2014, and your account was left with a service balance of $84.37. Please be advised that we do not show that we received a disconnection request prior to this date. Nonetheless, I removed the service balance from your account.
You were charged $49.00 for an unreturned receiver (model 625) and $49.00 for an unreturned LNBF (eyepiece on the satellite dish). As the receiver is now obsolete, I reversed the unreturned equipment fee. I also waived the unreturned LNBF fee of $49.00, leaving your account with a zero balance. Furthermore, I requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
You requested that the equipment be removed from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As DISH Network does not require the return of the satellite dish, we do not send a technician to remove it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You maintain that you were provided an offer, but when you called back the offer was no longer available to you. You indicated that you have experienced technical issues and they haven’t been corrected. You also mentioned that your yard was dug up. Our records reveal that we have attempted many times to address your technical issues. We have scheduled several technical visits that you have canceled. We have also applied numerous credit adjustments to your account. No further technician visits or account credits will be provided. On March 3, 2016, you were offered a 30% discount on your programming. Since you did not accept the offer during that call, when you called the following day to inquire, it was no longer available. Please note that the Office of The President is an existing department and the final destination of our escalation process. It is not the department that addresses Revdex.com complaints. The issue with your yard was resolved. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
Complaint: [redacted]
I am rejecting this response because:I did call and talk to dish and had a talk with [redacted] on this issue and instead of wanting to help she made it clear that her company did nothing wrong and she was more concerned about how her company does no wrong when I explained to her how her companies customer service treated me was in inappropriate and I never received the contract until I ask her for it and I also asked her customer service dept it took me turning them into the Revdex.com to get my contract and results
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 12, 2015
[redacted]
XXXXX[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 11, 2015, we received your complaint, dated August 10, 2015, filed with the...
Revdex.com.
You expressed concern with the early termination fee to disconnect your internet service. You are dissatisfied with the usage limitations because you were not told that our On Demand services required an internet connection.
Your TV and internet services were activated on August 1, 2015, with a 24-month commitment for each service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed.
We appreciate that you brought your concerns regarding the internet service to our attention so that we may address them internally with the appropriate personnel.
When I spoke with you by phone on August 11, 2015, I advised you that I waived the term commitment for your internet service. As you requested, I canceled the service. Please note that your TV service will continue as normal.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
June 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment. Your service was activated on June 17, 2015, with a 24-month commitment. Please be advised that DISH Pause will extend the term commitment by the number of months that your service is paused. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your account. As you requested, I disconnected your service. 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]
February 22, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installation. You requested that a different technician mount your TV at a time of your choosing. You said you were supposed to be billed $199.00 for the TV Bracket and installation and you disputed the additional cost. You also expressed concern that a standard remote control was ordered and not a voice remote control. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. Our records show that the second technician visit was completed on February 21, 2016. You were billed $166.00 plus tax for the TV Bracket and the installation, as courtesy credits were applied. The $20.00 remote control fee was also removed. The balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, 2016. We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Tell us why here...July 12, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that you were told that your monthly rates for your DISH Network accounts would remain the same for 12 months. When we spoke, you advised me that you did not wish to discuss the issue any further so I advised you that I would provide you with a written response. A review of the call to which you referred did not reveal that you were offered a guaranteed rate for 12 months, but you were offered a monthly credit of $10.00 for 12 months, which was applied. Your accounts have received multiple monthly adjustments and, as such, we are unable to continue providing discounted programming. While we sincerely regret any confusion or inconvenience, as no offer for a guaranteed rate was provided, we are unable to apply additional adjustments to your accounts. 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.
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. You said you were told that three technician visits for technical issues needed to be completed before we would release you from your commitment. As you have met this requirement, you would like your service cancelled without penalty. A review of your account does not reveal a record of ongoing technical issues that have been reported. The only mention of technical issues was made when you contacted us to disconnect your account. As a courtesy, several technician visits were scheduled for you without troubleshooting the issue first. When I spoke with you by telephone on January 18, 2017, I scheduled a free technician visit for Saturday, January 19, 2017. The technician found that [redacted] interrupted your satellite service when they installed the internet service. It was corrected at the time. I also provided you with one month free of the America’s Top 120 Plus package ($59.99) for the inconvenience. Additionally, the notes on the account indicate that you also requested to be released from the 24-month agreement because you were being deployed. We requested a copy of your deployment papers, but we have not received them. As no ongoing technical issues have occurred and as we have not received a copy of your deployment paperwork, your commitment remains valid. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
February 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your complaint, dated February 14, 2016, filed with the Revdex.com. You maintain that when you added an additional receiver to your account on July 5, 2015, you made a verbal agreement that there was no commitment included. You also stated that you were told that your monthly bill would be $75.00 per month. After reviewing your July 5, 2015, call, we found that the agent disclosed the 24-month commitment and you did not dispute it. There was no verbal agreement for service without a commitment. In addition, the agent didn’t tell you that the monthly bill would be $75.00 per month, but he provided you with a $5.00 credit for six months. However, the credits did not post to the account; therefore, I applied a lump-sum credit of $30.00 for the six months that you did not receive the credit. The agent also informed you that the previous bill was $65.80 after the credits. Your service is regularly priced at $117.99 plus tax a month. You have received a monthly $40.00 courtesy credit since August 25, 2014, which expired on your November 19, 2015, billing statement and you are now billed at the regular rate. I am unable to honor your request to continue to reduce your price; therefore, I released you from the 24-month agreement and I removed the $340.00 early termination fee. When I spoke with you by telephone today, I informed you that the remaining balance is $60.37 because the $73.76 payment made on January 6, 2016, did not cover the full balance and it carried over to the next month’s bill. Following our conversation, you called in and reduced your programming package to the America’s Top 120 Plus and you restarted your account with a minimal payment of $28.31. The agent you spoke with provided you with a $30.00 credit for six months. Although restarting the service did not include an additional commitment, it reinstated the original commitment, which does not expire until July 12, 2017. I’ve enclosed a copy of your agreement for the 24-month commitment for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
July 21, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On July 17, 2017, we received your complaint, dated July 15, 2017, filed with the Revdex.com. You said that you were being charged for a receiver that was retrieved by a DISH Network technician. You also disputed the 24-month commitment associated with your equipment upgrade. When we spoke, I advised you that our records indicate that two receivers were installed during the technician visit to which you referred. Nonetheless, I made an exception and removed the receiver from your account and I waived the $199.00 unreturned equipment fee. As I explained, I reviewed your equipment upgrade call and found that you were advised of, and agreed to, the new 24-month commitment associated with your account. As such, we are unable to roll back your commitment to your original installation date. 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]
cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have tried that a couple of times. They wind up between 60-90 minutes fruitless calls of the customer service stating to call her back directly, so do the emails that I sent customer service. [redacted] returns again on Aug 8 and I understand that she does not have access to phone or email until then. She did call me in July, I returned her call and emailed her the same day but she was already out of the office for a few weeks. If you wish to contact me, this would probably be a lot easier than me being transferred a bunch of times to no avail. Thank you.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:My service was installed on a Saturday. I called Dish the following Monday to inquire about my internet service. This was when I was informed I was not able to get the service I requested, so I cancelled immediately. Dish never upheld their end of the contract so I should not be held liable for any charges. The $10 equipment return fee was supposed ot have been waived per the rep at the president's office that I spoke with. I do not recall his name at this point.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: as as stated in my rebuttal, I refuse to give business to a company that speaks to me in the rude manner of which you did. You have completely ignored that portion of my rebuttal. You work with frustrated people all the time and should know better than to speak to a customer the way you did to me. For that reason, I wish to exit my contract with dish and you to waive the cancellation fee. You are condescending and rude to work with. Poor excuse for a person who works with public.
Sincerely,
[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]
September 7, 2016 Dear Ms. [redacted]: On September 2, 2016, we received your rebuttal, dated September 1, 2016, filed with the Revdex.com. You maintain that you did not make the payments applied to your DISH Network and bank account. Please refer to my previous response wherein I explained that three payments were received: one, for $283.79, was processed manually through your online account on July 20, 2016, and two, $283.79 and $10.02, were made manually through your receiver on July 22, 2016. Emails were sent on July 20 and 22, 2016, to [redacted], confirming that these payments were received. One refund of $283.79 was sent to you on August 9, 2016, and the other two payments were declined by your bank. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Complaint: [redacted]
I am rejecting this response because: After initial contact, there has been no additional work or effort done to repair the damage. They have taken no responsibility and do not respond to my further emails. Terrible customer service and terrible work. I have left multiple negative reviews on different websites and have referred this complaint to our local news channel.
Sincerely,
[redacted]
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You provided additional information regarding your concerns with the removal of your promotional credits. You indicated that the information is not listed in your...
24-month agreement. Your concerns were previously resolved on January 7, 2016. The account credits were reinstated on your account for the full 24-month commitment period. We again apologize for any inconvenience that this issue may have caused you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
January 30, 2018 Mrs. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You expressed concern with the appointment that was scheduled for an upgrade for your HughesNet service. You stated you were told that a technician would be sent on January 23, 2018, but the technician missed the appointment. You said that when you checked your online account, the appointment was scheduled for January 30, 2018. You requested a credit for the time without service. You also expressed dissatisfaction with our Customer Service Department. Our records confirm that the installation appointment was scheduled for January 30, 2018. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. We apologize for any inconvenience this issue may have caused. When I spoke with you by phone on January 26, 2018, I advised you that the scheduled date was the soonest available. I applied a credit of $143.52 to your account for your inconvenience. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
September 13, 2016 Dear Mr. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You indicated that you had an additional Joey receiver installed so that you could receive programming on...
a fourth TV but when it was installed, the installer told you that you would not receive independent programming on it. Therefore, you disconnected your service and disputed that you were charged a $480.00 early termination fee. You requested that the fee be removed, and that we remove this account from collections. When I talked to you by telephone today, I informed you that I reversed the $480.00 early termination fee and notified collections to remove this account from further collection attempts. Additionally, I submitted a refund for $88.49. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
May 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your correspondence, dated May 24, 2016, filed with the Revdex.com. You said you are unable to return the leased equipment and you disputed the technician visit cost. When we spoke today, I scheduled a free technician visit for June 6, 2016, between the hours of 8:00 am and 12:00 pm. You accepted this resolution. You also agreed to take the receiver and remote control to a UPS drop-off location. 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]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed...
with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX, ext. 30, on July 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $188.99 that was reported to collections by DISH Network. You maintain that you experienced technical issues with your service and you were told that you would have to pay for a technician visit.
Although DISH Network will attempt to resolve reported technical issues by phone, when these attempts fail a technician visit is required. The regular cost of a technician visit is $95.00. If you subscribe to the Protection Plan for $8.00 a month, the cost of the technician visit is reduced to $10.00.
Your service was disconnected for non-payment on August 4, 2014, and your account was left with a service balance of $84.37. Please be advised that we do not show that we received a disconnection request prior to this date. Nonetheless, I removed the service balance from your account.
You were charged $49.00 for an unreturned receiver (model 625) and $49.00 for an unreturned LNBF (eyepiece on the satellite dish). As the receiver is now obsolete, I reversed the unreturned equipment fee. I also waived the unreturned LNBF fee of $49.00, leaving your account with a zero balance. Furthermore, I requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
You requested that the equipment be removed from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As DISH Network does not require the return of the satellite dish, we do not send a technician to remove it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
March 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On March 16, 2016, we received your complaint, dated March 15, 2016, filed with the Revdex.com. You maintain that you were provided an offer, but when you called back the offer was no longer available to you. You indicated that you have experienced technical issues and they haven’t been corrected. You also mentioned that your yard was dug up. Our records reveal that we have attempted many times to address your technical issues. We have scheduled several technical visits that you have canceled. We have also applied numerous credit adjustments to your account. No further technician visits or account credits will be provided. On March 3, 2016, you were offered a 30% discount on your programming. Since you did not accept the offer during that call, when you called the following day to inquire, it was no longer available. Please note that the Office of The President is an existing department and the final destination of our escalation process. It is not the department that addresses Revdex.com complaints. The issue with your yard was resolved. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
Complaint: [redacted]
I am rejecting this response because:I did call and talk to dish and had a talk with [redacted] on this issue and instead of wanting to help she made it clear that her company did nothing wrong and she was more concerned about how her company does no wrong when I explained to her how her companies customer service treated me was in inappropriate and I never received the contract until I ask her for it and I also asked her customer service dept it took me turning them into the Revdex.com to get my contract and results
Sincerely,
[redacted]