Dear Ms***: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou stated that in October and November you made payments to your disconnected DISH Network account in errorYou contacted DISH Network to obtain a
refundYou were assured that a refund would be provided; however, you have not received itYou requested that this matter be resolvedWhen we spoke today, I advised you that a refund check for $was mailed to you on November 24, You confirmed the mailing address but indicated that you did not receive the paymentI requested that our refunds department reissue the paymentYou accepted this resolutionIf 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
December 17,
*** *** ***
*** ** *** *** *** *
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com
You
said that after your service was installed, you found that the local networks being provided to you were Chicago and not South Bend, INYou closed your account and expressed concern about being charged an early termination feeYou requested that we provide you with a refund
When we spoke, I told you that I reviewed the recording of your sales call and found that the agent disclosed to you that your local networks were going to be provided out of Chicago, and you agreed to thisTherefore, we consider the charges to be accurateHowever, I offered to provide you with a refund of $as a settlement, and you agreedI advised you that you will receive your funds within the next three business days
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:a.mto 2:p.mMDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 5, 2015/10/02) */
September 24,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You expressed concern with the early termination fee that was applied to your accountYou maintain that internet service was not provided as promisedYou also stated that you were not present during the installation and did not sign an agreement
Your service was activated on September 17, 2015, with a 24-month commitmentPlease be advised that the term commitment is for TV service and does not include phone and/or internet services
Your service was disconnected on September 20, Since the term commitment was not fulfilled, an early termination fee of $was appliedYou were also charged a $box return fee
When I spoke with you by phone on September 23, 2015, I advised you that I made an exception and reversed the charges from your accountAs of this date, your account has a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/10/05) */
October 1,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with
the Revdex.com
You stated that you were contacted by DISH Network and told that your contract was ending in August You indicated that you did not wish to renew the contract and you asked that return shipping boxes be sent for the leased equipmentThe leased equipment was returned and you were charged a $early termination feeThe customer service that you encountered while attempting to obtain your refund did not meet your expectationsYou experienced a delay in receiving your refundYou were also informed that you would only be refunded $due to a balance owed on your accountYou have not received the refund and you requested that this be resolved
Our records indicate that you contacted DISH Network on April 1, You made a payment of $at that time to restore serviceYou then explained that you would be moving and you were unable to retain the serviceYou were informed that your 24-month contract did not expired until September and you would be charged an early termination fee if the account was disconnectedYou agreed to leave the account active at a reduced cost until the contract was completedYou were informed that these changes would create a credit balance on the account to cover the bill until June You agreed to resume payment at that timeNo payments were received for the June, July and August billsThe account was then disconnected for non-payment on August 21, This generated the $charge for the early termination fee and return shipping material was sent for the leased equipment
DISH Network does not contact customers to notify them of their contracts expiringThere is no record of any outbound calls being made to provide you such a notificationAdditionally, the only contractual commitment term we offer is months
When we spoke on September 30, 2015, you confirmed that you had received your $refundAs a courtesy, I refunded the $differenceYou accepted this resolution
We apologize for the information that you received regarding the status of your refundThat matter has been addressed internally
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I've been in tech for a long time and I get no technology is perfectWell, after the upgrade its not even mediocreWhen trying to access DVR for the first time it just spinsAlways requires a second effort to get in to play recordingAs soon as my contract is up I am all done with DISH if this isn't fixedUnacceptable!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
December 9,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 4, 2015, we received your correspondence, dated December 3, 2015, filed
with the Revdex.com
You stated that you contacted DISH Network to discuss reducing your monthly costYou were offered discounts to lower your bill to $for monthsPart of the offer included a promotion that would end in six months, increasing the cost at that timeYour attempts to have the original offer honored for months was unsuccessful and the customer service you encountered did not meet your expectationsYou requested that the original offer be honored
When we spoke on December 7, 2015, I apologized for the difficulty that you experienced while attempting to have this matter resolvedMy review of your calls confirmed the discounts that you were offeredI agreed to honor the price for the full months as originally promisedYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Shelley listened to the call logs, and confirmed that I was given a offer, and should receive the offer as it was stated during the phone callThank you for correcting the customer service reps mistake in not giving the offer
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You said that you were not advised that your DISH Network account would be under a 24-month commitmentYou also expressed concern about the level of customer service you received
I attempted to reach you at (XXX) XXX-XXXX on August 26, and 28, I was unable to leave any message because each call terminated before it was answered
I reviewed all three calls we have on record that we received concerning your account
Our records indicate that Mr*** contacted us on September 23, 2015, to disconnect due to financial hardshipWhen advised of the early termination fee he advised the agent to leave the account as is
Mr*** contacted us again on November 4, 2015, and requested a Return Authorization (RA) number to return the leased equipment associated with your accountHe indicated that you had boxes and just needed the RA numberThe agent advised Mr*** to make note of the tracking number as a replacement for the RA numberHe never requested the address of our warehouse
We have no record of any calls for technical issuesAdditionally, we do not sell return kitsthey are sent automatically when an account is disconnected, as our agents explained
Please note that DISH Network and Windstream are separate companiesAs such, I was unable to review your sales callAs our records for your account indicate that you agreed to, and received the benefit of, the 24-month commitment, I am unable to waive your early termination feeHowever, if you are able to provide some documentation from Windstream stating that they reviewed your sales call and that you were not advised of the 24-month commitment, I will waive the fee
Please forward any documentation to me at ***@DISH.com or at DISH Network, Attn: *** *** ** *** *** *** *** XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is full of errors from *** *** at DISH NetworkFirst...There is No mention of the first call for service problems that was Transferred from Windstream to DISH on September 15, On that date we were told that the DISH is subject to "Environmental Conditions"We believe they meant Weather PermittingThe Dates on the Document are ALL listed for not The Phone Number on the account has been disconnected since May of If MrSimons had called the number he would have been advised that "the number you have dialed has been disconnected or no longer in service...A2304"
They do "Sell" Return kits with the RA Number and return Address...Prepaid Shipping and the girl wanted to schedule a Disconnection Date for the Technician to "Remove the Equipment"This she said would result in a service charge as well
If a person Requests a Return Authorization #, the Customer would also request the location of delivery? Where to send the ItemsSince DISH has No Authorized Receiving centers in ***, the CSR would be obligated to advise of where to send to equipment...or so you would thinkThe initial sales call was from DISH Authorized Representative that called me back on my cell phone to advise they were able to get the Credit Approvedfor DISHWe had called to get Basic Cable NOT DISHThe DISH REPRESENTATIVE insisted that there was NO Cable service in our areaCable TV Service Lines are attached to the houses in our area and some have serviceLIESfrom the StartAs for documentation, DISH did not (nor does not) give written work orders, handbooks, nor information about DISH Services but Spends Thousands on Advertisements (Printed in Newspapers/ Magazines) No Receipts either
As long as DISH stands by their "What you agreed to..." Posturethey should Advise the Customer Truthfully in the Beginning! Hiding behind "you can review your agreement on-line" doesn't cut it when you cannot view the agreement prior to Verbally Agreeing/ and then not be able to get a copy of the "Agreement" before installation"Let the Buyer beware!" is so true when dealing with DISH Salespeople and Customer "Service"We will forward a copy of your letter to Windstream as well as request any documentation they may havebut in the future, we suggest that DISH Properly Advise their Sales Division to Closely Monitor their Authorized RepresentativesAnyone that is renting, on GovtAssistance, and barely able to scrape byWould not agree to their terms nor a year contractwhen the Customer States "NO-CONTRACT" they mean itthey Rent for a year, why would they agree to a year contract? And if a contract is Agreed to then BEFORE INSTALLING the INSTALLER should be Upfront and advise of the Services that were agreed to...and have a Printed copy of the Agreement/ Work order for the customer to have as a receiptNot just the on-lineYou ask for documentation...Where is the documentation for the customer, when internet is not an option? Benefit of a month commitment? How is it a benefit? When the "commitment should have NEVER BEEN! No-Contract means NO-Contract!Companies that make products (TV, Stereo, Electronics, and others) most all give the Consumer a return address for defective/ faulty equipment and some even will pay for the return postageBut DISH seems to try to retain customers by "Bullying" them into having a Technician come to "remove the equipment" or charge you for the boxes, return labels, and shipping chargesMy husband advised not to use Satellite Service, Direct TV/ DISH Networkthey are all the sameCustomer Service is a thing of the past...now it is Customer Retentionat all costs
Footnote: Financial Hardships...you have NO IDEA! Given that the home was a Rental, Neither of us were working (at time of install), and on GovtFood Stamps...NO-ONE would be able to afford the Monthly charges of all of the "Basic" UtilitiesNor the luxury of Satellite TVDealing with DISH Network, Windstream Communcations and the dishonest Sales Tactics used to get a customerWe will NEVER EVER USE DISH Network Again! As far as your CSR Dept"Listen to the Customers' Needsand assist themThis will help to retain them as potential customers in the future and not alienate themToo late for this customer...Lied to, insulted, and given the worst customer "service" ever
Resolution:
1) Have DISH Network put their agreements in Paper form before installation!
2) Have DISH Network Authorized Representatives stand behind the verbal agreementsNo-Contract means NO-Contract!
3) If DISH Network cannot sell their services, without "bending the rules", "making it work", of some other form of lying that gets the salethen say soWe had accepted the fact that we did not have the proper credit rating to get DISH servicebut the salesman called back mins later and was able to get it approvedWhy? How? and Why were we put on a contract that we were told was a month to month service (could cancel at anytime)Then when questioned about it, he said that we would be charged if we did not return the equipmentMore lies to make a sale
4) People in hardship, corporations are made of peopleSometimes bad things happen to good peopleCredit doesn't define the Good or Bad in PeopleCompanies tend to forget thisContracts are meant for Securing Income for a business over a period of timeThere are no provisions to allow for Disaster Circumstances or Financial Ruin of the CustomerOnly to threaten and harass the Customer when they cannot complete the ContractBad things happen to good peopleKeep your salespeople aware of thisDon't sell them something they cannot afford! In time nor money
5) Authorized Representatives- they represent DISH NetworkIf THEY ARE LYING to the customer, YOU ARE LYING to the customerif they sell a product or service under a specific guideline, the Representative is inferring that the Company is agreeing to these termsNO-contract means NO_CONTRACT! PUT it in Writing before any installation beginsNot on the Internet! That is not always an option!
6) If the Company receives their "rental" equipment, they usually send/ or give the customer a receiptNOT the case with DISH Networkthere is Authorized Sales and Installers but no where to get a DISH Network Authorized Receipt for returned products...a RA# does not cover the products returned only that something was returned under that #Again, online doesn't cut itMaybe the Authorized Sales/ Installers should be accountable for the Equipment they install and receive the returned equipment (and issue a receipt) for return to the company...not a service charge...CUSTOMER SERVICE?
7) Automatically sending return kits and charging the customer for themIf a customer asked, "where the equipment should be returned to?" and for a return authorization # then this information should be provided(refer to #above)
8) Waive the early cancellation feesif there is no money to keep the service/ or contract...(that should not have been, in the first place)How can the company expect that a person can "magically" come up with $300-$for a cancel fee? Do you accept food stamps? Sell my car? Take my rent payment? Electricity Bill Payment? Sell my Blood? I don't think so!!! And it would be IllegalSo what is the answer, harassment by the billing department, collection agencies, attorneys, court fees,,,etc, etc
Our Credit was ruined, lost our home, lost our vehicle, sold what we could (to keep the roof as long as we could), on GovtSNAP Benefit Program for food, and have NO incomeWhere do you suggest your early cancellation fees come from..?
I await your reply!....NO MORE DISH Network LIES!
Final Business Response /* (4000, 9, 2015/09/10) */
September 9,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 2, 2015, filed with the Revdex.com
You said that a DISH Network authorized representative provided you with incorrect information during your saleYou also expressed concern about the level of customer service you received and disputed the early termination fee applied to your DISH Network account
Our records show that your account was created by a Windstream sales agent, not a DISH Network agent
As I explained in my previous response, a review of calls made to DISH Network revealed no requests for an address to return your leased equipment, only for a return authorization numberIf an address was requested, the agents have that information and will provide it
DISH Network does offer no-commitment accounts called Flex accounts, but the customer must purchase the receivers and pay for the installation and activation up frontIf no commitment was requested, this account would have been suggested as an optionDISH Network does not offer a no-contract account
DISH Network sends an email when leased equipment is returned to us in order to alert you that it has been receivedYou were also advised to retain your tracking number so that you could monitor the return of your leased equipment
As you indicated that you are having financial difficulties, I made an exception and waived half of your early termination fee; but, as I was unable to locate any misinformation that was given, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed with
the Revdex.com
You said that you were told that 4K Ultra-High-Definition (UHD) technology would be available on DISH Network by August Because you have not received it, you would like to cancel without penalty
When we spoke by phone, I informed you that I reviewed the chat session in which you placed your order for our service and I found out that our agent advised you that we are working on upgrading to 4K UHD technology, but there was no date provided as to when it would be available
I advised you we consider your contract to be validHowever, I offered to reduce your early termination fee from $to $You agreed to my resolution and you said that you will call me back when you're ready to disconnect your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
August 4, Dear Ms***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you disconnected your account because we took a number of your channels awayYou also expressed concern
regarding the fee for moving your serviceYou ask that we waive your early termination fee When we spoke by phone, I informed you that we have not removed any channels from your programming packageI told you that there was a possible takedown with Viacom, but we were able to reach an agreement and the channels were never taken awayIn addition, I told you that we advertise a free move after you have been a customer for monthsThe $fee to move the service is an accurate chargeWe are unable to meet your request 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Complaint: ***
I am rejecting this response because: Dish is continuing to make statement about their offerThey seem to have the initial conversation but do not speak of the following phone calls to the representatives on 10/16-10/Please note that I continued to inquire about the channel liand made at clear to the representative that I could not afford to add an additional $for the channels that were not made available to meAgain, I did agree to pay an additional $the first night for MTV but in finding still that a few of the other channels from the choice package that I had with Directv was missing, I was asked the next night to pay another $To try to get another channels added , I would have to drop my locals deducting my bill by $I accepted because keeping my bill at a minimal was imperative to accommodate my financial obligation to DishPlease note again, $was not a one time payment! Listen to the calls!During my first days with this company was a nightmare that got worst with time! After day three, I unplugged all their equipment and cancelled the bank draftThis company had no regards for my needs! All they were trying to do was make a sell! They are still asking for a contract that they failed to comply withThe initial call confirms the lie behind the flex package.I have excellent credit because I consider my income with my purchasesThe flex package is very misleading! There's no flexibility in it! The only flexible thing I found was their ability to flex my bill, beneficial to Dish!Presently, there still has been no resolution to my damaged furniture and I've responded to each phone call with the necessary informationThere's also a huge Dish left on the lawnI'm going to have been responsible for having deposited ofIf this dish was on a pole it wouldn't be such an eye sore and I complained the first day to the installerHis reply was, " someone will come out ASAP to place it in a more secure area ( on a pole). Please Revdex.com, help me to get out of this nightmare because I'm still being haunted by it!
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/17) */
December 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 7, 2015, we received your complaint, dated December 4, 2015,
filed with the Revdex.com
You said that you agreed to a bundled account with television, internet and phone serviceHowever, after the installation took place you found that internet is not available in your areaYou expressed concern regarding our advertisement stating that we can provide internet everywhere
When we spoke I informed you that Windstream does have internet in your areaHowever, due to Windstream not providing you with accurate information, I am willing to release you from your television contractI also advised you that DISH Network offers a satellite-based internet service that can be obtained everywhere as long as you have a clear line of sight to our satelliteYou agreed to discuss your options with your wife and call me back with a decision
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
MrDiaz from Dish was very helpful in resolving my issue, however I do believe there remains a big problem with their customer service personnel as they told us several times we could not get internetThis needs to be fixed as I'm sure others have had the same problem and just did not pursue things as I didAgain, I appreciate the assistance MrDiaz provided, he was very helpful, professional and courteous, though I did have to call back a second time when he didn't return my phone call the day after I spoke with him about the issueOver all, I'm satisfied with how things were resolved
Complaint Response Date bumped because: Holiday
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The equipment has been returned and tracking confirmed it's delivery
Sincerely,
*** ***
*** ** ***
*
*
*
*** *** *** *** ***
*** ** *** ***
*** ** ***
*
*** *** *** * ***
*** Dear Mrand Mrs***: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your service for TV and internet took too long to bundle and that your price increased after the first year when you had a 24-month agreementYou disputed the early termination feesIt may take up to two billing cycles for the accounts to be mergedAdditionally, we have been updating our system but our records reveal that your service has been bundled since November This account was established under the Digital Home Advantage (DHA) 24-month agreement which does not include an agreement for a bundled account or price guaranteeWhen the TV service was activated, you enrolled in an introductory offer for a 12-month promotion that provided a $monthly credit for monthsThis credit reduced the America’s Top price from $(formerly $69.99) to $(formerly $39.99) for monthsSince we had a price increase in February 2015, we provided a $monthly credit to your account for the remaining six months of your first monthsThis introductory offer expired on your July 6, 2015, billing statementSince I was unable to locate a signed agreement for you, I removed both the $TV early termination fee and the $internet early termination fee, as well as two $box feesAdditionally, I removed the programming charges of $as the charges are from August 13, 2015, to September 4, 2015, and you requested disconnection of services from August 20, There is currently no balance due to DISH NetworkIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### *** *** * *** *** *** ***
*** *** ***
*** ** ***
*** ***
January 5, Mr*** *** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On January 4, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com You said that the offer you were made included HBO for $a month for months As I stated, our records don’t reflect that you were offered HBO at half price for monthsWe agreed to provide HBO for half price for six months 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT Tell us why here
Initial Business Response /* (1000, 6, 2015/08/25) */
August 21,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 17, 2015, we received your complaint, dated August 14, 2015,
filed with the Revdex.com
You maintain that you have not received the gift cards totaling $that you were promised for the initiation of DISH Network and *** services
Your DISH Network service was activated on May 4, 2015, with a 24-month commitment through I Dish Com LLC (801-424-0018), an independent companyA review of the sales call did not find that you were told that your DISH Network and *** services would be bundledThe agent indicated that he is going to set up the TV and then set up phone and internet through a different company
During the call you mentioned that a previous agent offered you a $gift cardAt that time, the agent advised you that there are only options for $and $gift cardsThe agent offered to reduce their processing fee from $to $The call determined that the gift cards that were offered were $for DISH Network service and $for *** serviceI Dish Com LLC confirmed that both gift cards have been mailedYou may contact them directly for further information regarding the gift cards
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received gift cardsWhen I called DISH states we are not bundled with *** but we are, they did use a third party vendor to complete the package but I still never received any gift cards or was told they would lower the bill due to the confusionI was told they would take off a month for the inconvenience
Final Business Response /* (4000, 10, 2015/09/08) */
September 1,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You maintain that your TV service is bundled with ***You also indicated that you have not received the gift cards or the $monthly credit
Please be advised that while you may also subscribe to ***, this service is not bundled with your DISH Network TV service--the services are billed separately
As previously advised, the gift cards were offered by I Dish Com LLC (801-424-0018)You may contact them regarding the status of the gift cards
A review of your account shows that while our representative offered a monthly $credit for six months, the offer was declinedAs a courtesy, I applied the offerThe first monthly credit will show up on your September 19, 2015, billing statement
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your complaint, dated August 26, 2015, filed with the
Revdex.com
You said that two of your televisions were damaged as a result of faulty wiring we installedYou requested that we reimburse you for the two damaged televisions
When we spoke by phone, I advised you that our investigation did not reveal evidence to support your claimTherefore, your damage claim has been deniedEnclosed is a copy of your denial letter
You asked that I release you from your contractI agreed and advised you that this is a gesture of goodwill and is in no way an acceptance of liabilityYou agreed to call me back
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Dish called to let me know that they had denied the claim, their reason was that the engineers found no problem with the joey boxes that were taken from my homeThe *** boxes did not work when they left my homeThe whole issue was with the wiring anyway, not the boxes, seeing as how when the wire touched the joey box a visible current went into the back of the box burning it and my TV at the same timeI could smell burned wiring and one HDMI cord does not work and the other is visibly burnedDish feels that they are not responsible for these damagesI do not agree and I will not be satisfied until they accept responsibility for damages caused by wiring installed by their companyAnd by accepting responsibility, replacing the TVs
Final Business Response /* (4000, 9, 2015/09/08) */
September 4,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you believe the cable connected to your receiver and TV caused the damageYou state that you won't be satisfied until your claim has been approved
When our engineering team received your equipment, they investigated all aspects of the alleged damage to your televisionThey found no evidence to suggest that the damage was caused by the DISH Network equipment or cablesWe stand behind the Field Office's decision to deny your claim
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 14, *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2017, we received your complaint, dated February 13, 2017, filed with the Revdex.com You said that when you called in to speak with customer service about getting your courtesy credits extended, you received poor customer serviceYou feel that the agent and supervisor should be disciplined and your credits extended When we spoke, I advised you that I reviewed the call recording and we will address this issue internallyHowever, the agent and supervisor were accurate when they advised you that your account did not qualify for an extension of the $monthly courtesy credit If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: If someone is used to their debit card being the main only source of payment for their bill then no wonder my father thought that he was using his debit card to pay his billIn some fashion rather you all would like to realize it or not thats technically a save you all did with my debit card, that debit card that was used wrongly was STORED in DISH NETWORK Database in some shape form or fashion SirSo with that being said its not my responsibility to cover the overdraft fees with a credit to a bill thats NOT my service from the beginningI couldnt tell my bank I would pay them back with a credit so why on earth do you feel as if a CREDIT is supposed to sit well with meIf a consumer where to take from DISH you all would want the highest compensation possible such as back payment or worse showing on ones credit reportBut since you all made the error to the consumer Im supposed to overlook it and just be grateful for the petty offer you made meIm furious with this situation because on top of my funds being damaged I was giving the run around from 4-employees from DISH NETWORK
Sincerely,
*** ***
July 21, *** *** ** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On July 18, 2017, we received your complaint, dated July 17, 2017, filed with the Revdex.com You indicated that your company’s credit card account was used to make unauthorized payments for DISH Network serviceYou stated that you were assured the credit card account information would be removed when you contacted us on May 10, 2017; however, the account was debited for two months afterwardYou requested a full refund Our records show that your company’s credit card account was provided for a one-time payment on December 22, It was also enrolled in Credit Card AutoPay with this information Although the credit card account was blocked from any further payments on May 10, 2017, because the card number was changed by your bank, payments were debited on May 31, ($146.62), and July 1, ($155.28), using the new credit card numberOur records show that these payments were refunded on July 7, When I spoke with MsDenise Chamberlain by phone on July 19, 2017, I advised her that I submitted a total refund of $for the additional paymentsPlease allow three to five business days for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
April 29, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on April 26, and 29, 2016, and I left three messages You expressed concern that you were sold new equipment and enrolled in a new 24-month agreement when you movedYou indicated that your equipment did not need to be replaced as you received programming prior to the move A review of your account reveals that when you moved, a sightline for you to receive your previous service could not be obtainedTherefore, new equipment needed to be installed in order for you to continue to receive programming, but through a different sightlineAlthough you were able to receive programming prior to your move, your equipment is obsoletePlease note you were not charged for the new equipmentAdditionally, this upgrade did not require a new 24-month agreement and you will not be charged an early termination feeI apologize for the information you received previously to the contrary 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
* cc:
Dear Ms***: On January 4, 2016, we received your correspondence, dated December 31, 2015, filed with the Revdex.comYou stated that in October and November you made payments to your disconnected DISH Network account in errorYou contacted DISH Network to obtain a
refundYou were assured that a refund would be provided; however, you have not received itYou requested that this matter be resolvedWhen we spoke today, I advised you that a refund check for $was mailed to you on November 24, You confirmed the mailing address but indicated that you did not receive the paymentI requested that our refunds department reissue the paymentYou accepted this resolutionIf 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.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-####
December 17,
*** *** ***
*** ** *** *** *** *
*** *** ** ***
Re: Revdex.com Complaint # ***
***
Dear Ms***:
On December 15, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com
You
said that after your service was installed, you found that the local networks being provided to you were Chicago and not South Bend, INYou closed your account and expressed concern about being charged an early termination feeYou requested that we provide you with a refund
When we spoke, I told you that I reviewed the recording of your sales call and found that the agent disclosed to you that your local networks were going to be provided out of Chicago, and you agreed to thisTherefore, we consider the charges to be accurateHowever, I offered to provide you with a refund of $as a settlement, and you agreedI advised you that you will receive your funds within the next three business days
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:a.mto 2:p.mMDT
*** ***
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** ***
*** ***
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /* (1000, 5, 2015/10/02) */
September 24,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 23, 2015, we received your complaint, dated September 22, 2015,
filed with the Revdex.com
You expressed concern with the early termination fee that was applied to your accountYou maintain that internet service was not provided as promisedYou also stated that you were not present during the installation and did not sign an agreement
Your service was activated on September 17, 2015, with a 24-month commitmentPlease be advised that the term commitment is for TV service and does not include phone and/or internet services
Your service was disconnected on September 20, Since the term commitment was not fulfilled, an early termination fee of $was appliedYou were also charged a $box return fee
When I spoke with you by phone on September 23, 2015, I advised you that I made an exception and reversed the charges from your accountAs of this date, your account has a zero balance
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 10, 2015/10/05) */
October 1,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 25, 2015, we received your complaint, dated September 24, 2015, filed with
the Revdex.com
You stated that you were contacted by DISH Network and told that your contract was ending in August You indicated that you did not wish to renew the contract and you asked that return shipping boxes be sent for the leased equipmentThe leased equipment was returned and you were charged a $early termination feeThe customer service that you encountered while attempting to obtain your refund did not meet your expectationsYou experienced a delay in receiving your refundYou were also informed that you would only be refunded $due to a balance owed on your accountYou have not received the refund and you requested that this be resolved
Our records indicate that you contacted DISH Network on April 1, You made a payment of $at that time to restore serviceYou then explained that you would be moving and you were unable to retain the serviceYou were informed that your 24-month contract did not expired until September and you would be charged an early termination fee if the account was disconnectedYou agreed to leave the account active at a reduced cost until the contract was completedYou were informed that these changes would create a credit balance on the account to cover the bill until June You agreed to resume payment at that timeNo payments were received for the June, July and August billsThe account was then disconnected for non-payment on August 21, This generated the $charge for the early termination fee and return shipping material was sent for the leased equipment
DISH Network does not contact customers to notify them of their contracts expiringThere is no record of any outbound calls being made to provide you such a notificationAdditionally, the only contractual commitment term we offer is months
When we spoke on September 30, 2015, you confirmed that you had received your $refundAs a courtesy, I refunded the $differenceYou accepted this resolution
We apologize for the information that you received regarding the status of your refundThat matter has been addressed internally
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I've been in tech for a long time and I get no technology is perfectWell, after the upgrade its not even mediocreWhen trying to access DVR for the first time it just spinsAlways requires a second effort to get in to play recordingAs soon as my contract is up I am all done with DISH if this isn't fixedUnacceptable!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
December 9,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 4, 2015, we received your correspondence, dated December 3, 2015, filed
with the Revdex.com
You stated that you contacted DISH Network to discuss reducing your monthly costYou were offered discounts to lower your bill to $for monthsPart of the offer included a promotion that would end in six months, increasing the cost at that timeYour attempts to have the original offer honored for months was unsuccessful and the customer service you encountered did not meet your expectationsYou requested that the original offer be honored
When we spoke on December 7, 2015, I apologized for the difficulty that you experienced while attempting to have this matter resolvedMy review of your calls confirmed the discounts that you were offeredI agreed to honor the price for the full months as originally promisedYou accepted this resolution
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 2:pm to11:pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Shelley listened to the call logs, and confirmed that I was given a offer, and should receive the offer as it was stated during the phone callThank you for correcting the customer service reps mistake in not giving the offer
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You said that you were not advised that your DISH Network account would be under a 24-month commitmentYou also expressed concern about the level of customer service you received
I attempted to reach you at (XXX) XXX-XXXX on August 26, and 28, I was unable to leave any message because each call terminated before it was answered
I reviewed all three calls we have on record that we received concerning your account
Our records indicate that Mr*** contacted us on September 23, 2015, to disconnect due to financial hardshipWhen advised of the early termination fee he advised the agent to leave the account as is
Mr*** contacted us again on November 4, 2015, and requested a Return Authorization (RA) number to return the leased equipment associated with your accountHe indicated that you had boxes and just needed the RA numberThe agent advised Mr*** to make note of the tracking number as a replacement for the RA numberHe never requested the address of our warehouse
We have no record of any calls for technical issuesAdditionally, we do not sell return kitsthey are sent automatically when an account is disconnected, as our agents explained
Please note that DISH Network and Windstream are separate companiesAs such, I was unable to review your sales callAs our records for your account indicate that you agreed to, and received the benefit of, the 24-month commitment, I am unable to waive your early termination feeHowever, if you are able to provide some documentation from Windstream stating that they reviewed your sales call and that you were not advised of the 24-month commitment, I will waive the fee
Please forward any documentation to me at ***@DISH.com or at DISH Network, Attn: *** *** ** *** *** *** *** XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is full of errors from *** *** at DISH NetworkFirst...There is No mention of the first call for service problems that was Transferred from Windstream to DISH on September 15, On that date we were told that the DISH is subject to "Environmental Conditions"We believe they meant Weather PermittingThe Dates on the Document are ALL listed for not The Phone Number on the account has been disconnected since May of If MrSimons had called the number he would have been advised that "the number you have dialed has been disconnected or no longer in service...A2304"
They do "Sell" Return kits with the RA Number and return Address...Prepaid Shipping and the girl wanted to schedule a Disconnection Date for the Technician to "Remove the Equipment"This she said would result in a service charge as well
If a person Requests a Return Authorization #, the Customer would also request the location of delivery? Where to send the ItemsSince DISH has No Authorized Receiving centers in ***, the CSR would be obligated to advise of where to send to equipment...or so you would thinkThe initial sales call was from DISH Authorized Representative that called me back on my cell phone to advise they were able to get the Credit Approvedfor DISHWe had called to get Basic Cable NOT DISHThe DISH REPRESENTATIVE insisted that there was NO Cable service in our areaCable TV Service Lines are attached to the houses in our area and some have serviceLIESfrom the StartAs for documentation, DISH did not (nor does not) give written work orders, handbooks, nor information about DISH Services but Spends Thousands on Advertisements (Printed in Newspapers/ Magazines) No Receipts either
As long as DISH stands by their "What you agreed to..." Posturethey should Advise the Customer Truthfully in the Beginning! Hiding behind "you can review your agreement on-line" doesn't cut it when you cannot view the agreement prior to Verbally Agreeing/ and then not be able to get a copy of the "Agreement" before installation"Let the Buyer beware!" is so true when dealing with DISH Salespeople and Customer "Service"We will forward a copy of your letter to Windstream as well as request any documentation they may havebut in the future, we suggest that DISH Properly Advise their Sales Division to Closely Monitor their Authorized RepresentativesAnyone that is renting, on GovtAssistance, and barely able to scrape byWould not agree to their terms nor a year contractwhen the Customer States "NO-CONTRACT" they mean itthey Rent for a year, why would they agree to a year contract? And if a contract is Agreed to then BEFORE INSTALLING the INSTALLER should be Upfront and advise of the Services that were agreed to...and have a Printed copy of the Agreement/ Work order for the customer to have as a receiptNot just the on-lineYou ask for documentation...Where is the documentation for the customer, when internet is not an option? Benefit of a month commitment? How is it a benefit? When the "commitment should have NEVER BEEN! No-Contract means NO-Contract!Companies that make products (TV, Stereo, Electronics, and others) most all give the Consumer a return address for defective/ faulty equipment and some even will pay for the return postageBut DISH seems to try to retain customers by "Bullying" them into having a Technician come to "remove the equipment" or charge you for the boxes, return labels, and shipping chargesMy husband advised not to use Satellite Service, Direct TV/ DISH Networkthey are all the sameCustomer Service is a thing of the past...now it is Customer Retentionat all costs
Footnote: Financial Hardships...you have NO IDEA! Given that the home was a Rental, Neither of us were working (at time of install), and on GovtFood Stamps...NO-ONE would be able to afford the Monthly charges of all of the "Basic" UtilitiesNor the luxury of Satellite TVDealing with DISH Network, Windstream Communcations and the dishonest Sales Tactics used to get a customerWe will NEVER EVER USE DISH Network Again! As far as your CSR Dept"Listen to the Customers' Needsand assist themThis will help to retain them as potential customers in the future and not alienate themToo late for this customer...Lied to, insulted, and given the worst customer "service" ever
Resolution:
1) Have DISH Network put their agreements in Paper form before installation!
2) Have DISH Network Authorized Representatives stand behind the verbal agreementsNo-Contract means NO-Contract!
3) If DISH Network cannot sell their services, without "bending the rules", "making it work", of some other form of lying that gets the salethen say soWe had accepted the fact that we did not have the proper credit rating to get DISH servicebut the salesman called back mins later and was able to get it approvedWhy? How? and Why were we put on a contract that we were told was a month to month service (could cancel at anytime)Then when questioned about it, he said that we would be charged if we did not return the equipmentMore lies to make a sale
4) People in hardship, corporations are made of peopleSometimes bad things happen to good peopleCredit doesn't define the Good or Bad in PeopleCompanies tend to forget thisContracts are meant for Securing Income for a business over a period of timeThere are no provisions to allow for Disaster Circumstances or Financial Ruin of the CustomerOnly to threaten and harass the Customer when they cannot complete the ContractBad things happen to good peopleKeep your salespeople aware of thisDon't sell them something they cannot afford! In time nor money
5) Authorized Representatives- they represent DISH NetworkIf THEY ARE LYING to the customer, YOU ARE LYING to the customerif they sell a product or service under a specific guideline, the Representative is inferring that the Company is agreeing to these termsNO-contract means NO_CONTRACT! PUT it in Writing before any installation beginsNot on the Internet! That is not always an option!
6) If the Company receives their "rental" equipment, they usually send/ or give the customer a receiptNOT the case with DISH Networkthere is Authorized Sales and Installers but no where to get a DISH Network Authorized Receipt for returned products...a RA# does not cover the products returned only that something was returned under that #Again, online doesn't cut itMaybe the Authorized Sales/ Installers should be accountable for the Equipment they install and receive the returned equipment (and issue a receipt) for return to the company...not a service charge...CUSTOMER SERVICE?
7) Automatically sending return kits and charging the customer for themIf a customer asked, "where the equipment should be returned to?" and for a return authorization # then this information should be provided(refer to #above)
8) Waive the early cancellation feesif there is no money to keep the service/ or contract...(that should not have been, in the first place)How can the company expect that a person can "magically" come up with $300-$for a cancel fee? Do you accept food stamps? Sell my car? Take my rent payment? Electricity Bill Payment? Sell my Blood? I don't think so!!! And it would be IllegalSo what is the answer, harassment by the billing department, collection agencies, attorneys, court fees,,,etc, etc
Our Credit was ruined, lost our home, lost our vehicle, sold what we could (to keep the roof as long as we could), on GovtSNAP Benefit Program for food, and have NO incomeWhere do you suggest your early cancellation fees come from..?
I await your reply!....NO MORE DISH Network LIES!
Final Business Response /* (4000, 9, 2015/09/10) */
September 9,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 2, 2015, filed with the Revdex.com
You said that a DISH Network authorized representative provided you with incorrect information during your saleYou also expressed concern about the level of customer service you received and disputed the early termination fee applied to your DISH Network account
Our records show that your account was created by a Windstream sales agent, not a DISH Network agent
As I explained in my previous response, a review of calls made to DISH Network revealed no requests for an address to return your leased equipment, only for a return authorization numberIf an address was requested, the agents have that information and will provide it
DISH Network does offer no-commitment accounts called Flex accounts, but the customer must purchase the receivers and pay for the installation and activation up frontIf no commitment was requested, this account would have been suggested as an optionDISH Network does not offer a no-contract account
DISH Network sends an email when leased equipment is returned to us in order to alert you that it has been receivedYou were also advised to retain your tracking number so that you could monitor the return of your leased equipment
As you indicated that you are having financial difficulties, I made an exception and waived half of your early termination fee; but, as I was unable to locate any misinformation that was given, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed with
the Revdex.com
You said that you were told that 4K Ultra-High-Definition (UHD) technology would be available on DISH Network by August Because you have not received it, you would like to cancel without penalty
When we spoke by phone, I informed you that I reviewed the chat session in which you placed your order for our service and I found out that our agent advised you that we are working on upgrading to 4K UHD technology, but there was no date provided as to when it would be available
I advised you we consider your contract to be validHowever, I offered to reduce your early termination fee from $to $You agreed to my resolution and you said that you will call me back when you're ready to disconnect your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
August 4, Dear Ms***: On August 1, 2016, we received your complaint, dated July 27, 2016, filed with the Revdex.com You said that you disconnected your account because we took a number of your channels awayYou also expressed concern
regarding the fee for moving your serviceYou ask that we waive your early termination fee When we spoke by phone, I informed you that we have not removed any channels from your programming packageI told you that there was a possible takedown with Viacom, but we were able to reach an agreement and the channels were never taken awayIn addition, I told you that we advertise a free move after you have been a customer for monthsThe $fee to move the service is an accurate chargeWe are unable to meet your request 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Complaint: ***
I am rejecting this response because: Dish is continuing to make statement about their offerThey seem to have the initial conversation but do not speak of the following phone calls to the representatives on 10/16-10/Please note that I continued to inquire about the channel liand made at clear to the representative that I could not afford to add an additional $for the channels that were not made available to meAgain, I did agree to pay an additional $the first night for MTV but in finding still that a few of the other channels from the choice package that I had with Directv was missing, I was asked the next night to pay another $To try to get another channels added , I would have to drop my locals deducting my bill by $I accepted because keeping my bill at a minimal was imperative to accommodate my financial obligation to DishPlease note again, $was not a one time payment! Listen to the calls!During my first days with this company was a nightmare that got worst with time! After day three, I unplugged all their equipment and cancelled the bank draftThis company had no regards for my needs! All they were trying to do was make a sell! They are still asking for a contract that they failed to comply withThe initial call confirms the lie behind the flex package.I have excellent credit because I consider my income with my purchasesThe flex package is very misleading! There's no flexibility in it! The only flexible thing I found was their ability to flex my bill, beneficial to Dish!Presently, there still has been no resolution to my damaged furniture and I've responded to each phone call with the necessary informationThere's also a huge Dish left on the lawnI'm going to have been responsible for having deposited ofIf this dish was on a pole it wouldn't be such an eye sore and I complained the first day to the installerHis reply was, " someone will come out ASAP to place it in a more secure area ( on a pole). Please Revdex.com, help me to get out of this nightmare because I'm still being haunted by it!
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/17) */
December 10,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 7, 2015, we received your complaint, dated December 4, 2015,
filed with the Revdex.com
You said that you agreed to a bundled account with television, internet and phone serviceHowever, after the installation took place you found that internet is not available in your areaYou expressed concern regarding our advertisement stating that we can provide internet everywhere
When we spoke I informed you that Windstream does have internet in your areaHowever, due to Windstream not providing you with accurate information, I am willing to release you from your television contractI also advised you that DISH Network offers a satellite-based internet service that can be obtained everywhere as long as you have a clear line of sight to our satelliteYou agreed to discuss your options with your wife and call me back with a decision
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
MrDiaz from Dish was very helpful in resolving my issue, however I do believe there remains a big problem with their customer service personnel as they told us several times we could not get internetThis needs to be fixed as I'm sure others have had the same problem and just did not pursue things as I didAgain, I appreciate the assistance MrDiaz provided, he was very helpful, professional and courteous, though I did have to call back a second time when he didn't return my phone call the day after I spoke with him about the issueOver all, I'm satisfied with how things were resolved
Complaint Response Date bumped because: Holiday
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The equipment has been returned and tracking confirmed it's delivery
Sincerely,
*** ***
*** ** ***
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*** *** *** *** ***
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*** Dear Mrand Mrs***: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your service for TV and internet took too long to bundle and that your price increased after the first year when you had a 24-month agreementYou disputed the early termination feesIt may take up to two billing cycles for the accounts to be mergedAdditionally, we have been updating our system but our records reveal that your service has been bundled since November This account was established under the Digital Home Advantage (DHA) 24-month agreement which does not include an agreement for a bundled account or price guaranteeWhen the TV service was activated, you enrolled in an introductory offer for a 12-month promotion that provided a $monthly credit for monthsThis credit reduced the America’s Top price from $(formerly $69.99) to $(formerly $39.99) for monthsSince we had a price increase in February 2015, we provided a $monthly credit to your account for the remaining six months of your first monthsThis introductory offer expired on your July 6, 2015, billing statementSince I was unable to locate a signed agreement for you, I removed both the $TV early termination fee and the $internet early termination fee, as well as two $box feesAdditionally, I removed the programming charges of $as the charges are from August 13, 2015, to September 4, 2015, and you requested disconnection of services from August 20, There is currently no balance due to DISH NetworkIf 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### *** *** * *** *** *** ***
*** *** ***
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January 5, Mr*** *** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On January 4, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com You said that the offer you were made included HBO for $a month for months As I stated, our records don’t reflect that you were offered HBO at half price for monthsWe agreed to provide HBO for half price for six months 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT Tell us why here
Initial Business Response /* (1000, 6, 2015/08/25) */
August 21,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 17, 2015, we received your complaint, dated August 14, 2015,
filed with the Revdex.com
You maintain that you have not received the gift cards totaling $that you were promised for the initiation of DISH Network and *** services
Your DISH Network service was activated on May 4, 2015, with a 24-month commitment through I Dish Com LLC (801-424-0018), an independent companyA review of the sales call did not find that you were told that your DISH Network and *** services would be bundledThe agent indicated that he is going to set up the TV and then set up phone and internet through a different company
During the call you mentioned that a previous agent offered you a $gift cardAt that time, the agent advised you that there are only options for $and $gift cardsThe agent offered to reduce their processing fee from $to $The call determined that the gift cards that were offered were $for DISH Network service and $for *** serviceI Dish Com LLC confirmed that both gift cards have been mailedYou may contact them directly for further information regarding the gift cards
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Consumer Rebuttal /* (3000, 8, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received gift cardsWhen I called DISH states we are not bundled with *** but we are, they did use a third party vendor to complete the package but I still never received any gift cards or was told they would lower the bill due to the confusionI was told they would take off a month for the inconvenience
Final Business Response /* (4000, 10, 2015/09/08) */
September 1,
***
Re: Revdex.com Complaint # ***
***
Dear ***:
On August 31, 2015, we received your complaint, dated August 28, 2015, filed with the Revdex.com
You maintain that your TV service is bundled with ***You also indicated that you have not received the gift cards or the $monthly credit
Please be advised that while you may also subscribe to ***, this service is not bundled with your DISH Network TV service--the services are billed separately
As previously advised, the gift cards were offered by I Dish Com LLC (801-424-0018)You may contact them regarding the status of the gift cards
A review of your account shows that while our representative offered a monthly $credit for six months, the offer was declinedAs a courtesy, I applied the offerThe first monthly credit will show up on your September 19, 2015, billing statement
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(720) 514-
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your complaint, dated August 26, 2015, filed with the
Revdex.com
You said that two of your televisions were damaged as a result of faulty wiring we installedYou requested that we reimburse you for the two damaged televisions
When we spoke by phone, I advised you that our investigation did not reveal evidence to support your claimTherefore, your damage claim has been deniedEnclosed is a copy of your denial letter
You asked that I release you from your contractI agreed and advised you that this is a gesture of goodwill and is in no way an acceptance of liabilityYou agreed to call me back
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Dish called to let me know that they had denied the claim, their reason was that the engineers found no problem with the joey boxes that were taken from my homeThe *** boxes did not work when they left my homeThe whole issue was with the wiring anyway, not the boxes, seeing as how when the wire touched the joey box a visible current went into the back of the box burning it and my TV at the same timeI could smell burned wiring and one HDMI cord does not work and the other is visibly burnedDish feels that they are not responsible for these damagesI do not agree and I will not be satisfied until they accept responsibility for damages caused by wiring installed by their companyAnd by accepting responsibility, replacing the TVs
Final Business Response /* (4000, 9, 2015/09/08) */
September 4,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you believe the cable connected to your receiver and TV caused the damageYou state that you won't be satisfied until your claim has been approved
When our engineering team received your equipment, they investigated all aspects of the alleged damage to your televisionThey found no evidence to suggest that the damage was caused by the DISH Network equipment or cablesWe stand behind the Field Office's decision to deny your claim
We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
February 14, *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2017, we received your complaint, dated February 13, 2017, filed with the Revdex.com You said that when you called in to speak with customer service about getting your courtesy credits extended, you received poor customer serviceYou feel that the agent and supervisor should be disciplined and your credits extended When we spoke, I advised you that I reviewed the call recording and we will address this issue internallyHowever, the agent and supervisor were accurate when they advised you that your account did not qualify for an extension of the $monthly courtesy credit If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
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Complaint: ***
I am rejecting this response because: If someone is used to their debit card being the main only source of payment for their bill then no wonder my father thought that he was using his debit card to pay his billIn some fashion rather you all would like to realize it or not thats technically a save you all did with my debit card, that debit card that was used wrongly was STORED in DISH NETWORK Database in some shape form or fashion SirSo with that being said its not my responsibility to cover the overdraft fees with a credit to a bill thats NOT my service from the beginningI couldnt tell my bank I would pay them back with a credit so why on earth do you feel as if a CREDIT is supposed to sit well with meIf a consumer where to take from DISH you all would want the highest compensation possible such as back payment or worse showing on ones credit reportBut since you all made the error to the consumer Im supposed to overlook it and just be grateful for the petty offer you made meIm furious with this situation because on top of my funds being damaged I was giving the run around from 4-employees from DISH NETWORK
Sincerely,
*** ***
July 21, *** *** ** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On July 18, 2017, we received your complaint, dated July 17, 2017, filed with the Revdex.com You indicated that your company’s credit card account was used to make unauthorized payments for DISH Network serviceYou stated that you were assured the credit card account information would be removed when you contacted us on May 10, 2017; however, the account was debited for two months afterwardYou requested a full refund Our records show that your company’s credit card account was provided for a one-time payment on December 22, It was also enrolled in Credit Card AutoPay with this information Although the credit card account was blocked from any further payments on May 10, 2017, because the card number was changed by your bank, payments were debited on May 31, ($146.62), and July 1, ($155.28), using the new credit card numberOur records show that these payments were refunded on July 7, When I spoke with MsDenise Chamberlain by phone on July 19, 2017, I advised her that I submitted a total refund of $for the additional paymentsPlease allow three to five business days for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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April 29, Ms*** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on April 26, and 29, 2016, and I left three messages You expressed concern that you were sold new equipment and enrolled in a new 24-month agreement when you movedYou indicated that your equipment did not need to be replaced as you received programming prior to the move A review of your account reveals that when you moved, a sightline for you to receive your previous service could not be obtainedTherefore, new equipment needed to be installed in order for you to continue to receive programming, but through a different sightlineAlthough you were able to receive programming prior to your move, your equipment is obsoletePlease note you were not charged for the new equipmentAdditionally, this upgrade did not require a new 24-month agreement and you will not be charged an early termination feeI apologize for the information you received previously to the contrary 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.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
* cc: