Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the
Revdex.com
You said that your receiver went out due to a power outage eight days after the installationYou disputed the early termination and surge protector fees
Our records reveal that you reported technical issues on August 24, On this date we offered to schedule a free technician visit to resolve this matterYou declined and the service was disconnected per your request
When we spoke today, I advised you that because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedAlthough DISH Network was not provided an opportunity to resolve the technical issues, I made an exception and reversed the early termination fee from your account
I also informed you that your signed service agreement shows that you accepted the surge protector and agreed to the costI have enclosed your signed agreement for your records
Our records indicate that the $surge protector fee was previously reversed from your accountThere is no balance due for programming
We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applyingA return box with label will be delivered to your physical address (*** XXXXX) by UPS
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 to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mrs***: On August 14, 2017, we received your complaint, dated August 13, 2017, filed with the Revdex.com You indicated that DISH Network is falsely advertising TV and internet service for $a monthYou said the internet technician told you that your services would be bundled, and you asked that we bundle the services When we spoke, I advised you that I am unable to validate what the *** technician told youHowever, I was able to review a recording of the call during which you placed your order for the servicesWe found that you were quoted $for TV and $for internet serviceThere was no mention of bundling services I asked that you provide us with a copy of the advertisement that you feel is falseYou agreed to send it to me and I told you that I will follow up with you I informed you that we consider your contract to be valid but that if you wanted to disconnect your account, I would be willing to reduce your early termination fee from $to $You declined this offerI also offered to provide you with a $monthly credit for the duration of your commitmentYou also declined this offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
September 13, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You expressed concern that DISH Network charged you for sending the leased equipment back When we
spoke, I advised you that it is stated in the Digital Home Advantage agreement that the customer must return the equipment and that it is our policy to charge for shippingI regret that you disagree with this policyI made an exception and I reversed the charge and issued a refund to your credit cardPlease allow seven to ten business days for processing 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 - Friday, 6:am - 2:pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with
the Revdex.com
You said that you received misinformation from our representatives; however, you did not specifyYou also expressed dissatisfaction with the customer service you received
When we spoke today, you advised me that you were concerned with your account billing
You currently subscribe to the America's Top package, Super Station WWOR, Multi-Sport Pack with DVR service and a HD receiver fee
The monthly billing rate before tax is $To assist with the monthly billing, I applied a $monthly credit for ten months to your account
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On July 10, 2017, we received your complaint, dated July 7, 2017, filed with the Revdex.com You expressed concern regarding having to return your leased equipment and being charged a $Equipment Return FeeYou asked that we pick up your leased equipment and provide you with a refund of the fee When we spoke, I told you that we consider the $Equipment Return Fee to be validThis fee is disclosed at the point of sale and in our contract, and we advise of this fee when customers disconnect their serviceI informed you that we have received your leased equipment and that, as a courtesy, I will waive the $Equipment Return Fee and provide you with a refund We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
October 31, Dear Mr***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account A review of your account
reveals that the early termination fee in question was waived on October 20, 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
September 27, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com You maintain that a DISH Network account was established in your name without your authorizationYou stated that you paid the balance because you were in the process of purchasing a home and you were unable to get through to our Customer Service Department for assistanceYou requested a refund and for the account to be removed from your credit report Since your personal information is attached to the DISH Network account in question, we require an identity theft claim to be opened to research further When I spoke with you by phone on September 26, 2017, I advised you that we are unable to remove the account from collections or provide a refund until we determine that the account was established fraudulently using your informationI sent you an email with additional instructions on our ID theft process If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: You made a clear offer that I exceptedYour agent said you ALWAYS save phone recordings that would and most likely DID prove my claim and this is why yoou mysteriously can't find itNow that you are restructuring, you are booting all of us from your agreements
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The response still doesn't fully account for the full statement I made and is misleading in that it looks like the correction was made upon my phone call which is not the case. After making at least two phone calls to rectify the issue it wasn't until I cancelled the service and submitted a Revdex.com complaint that the issue was correctedNot to mention the double payment that was made in early NovemberAs I stated before, I had a long running relationship with Dish Network and was surprised at how easy this situation was to correct by simply reading back through their own notes as to what was promised and what was actually happeningAfter receiving the attitude that I was mistaken or lying from the last supervisor I had enough and had him cancel my service. It bothers me that somehow if one person investigates and finds what I've said to be true, then why would that not have been the case the first time aroundI'm satisfied with the response they will address this with their personnel, it's just too bad they couldn't have done a better job up front to avoid the issue in the first placeI did not seek any of the promised services but was appreciative of the generous offer which at the time I thought showed loyalty to me as a customer, only to see that wasn't the case with the avoidance of the promises over and over againI am satisfied and consider my dealings with this company now closedIn the future if ever offer anything like this again I will insist on the terms being put on paper or in an official email to ensure there's no misleading or changing of promisesLesson learned
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: It has been months today and my home is STILL damaged because I have to keep submitting REVISED estimates because Dish Network doesn't want to take responsibility for the damage that has been causedOn Monday 4/25/16, I resubmitted yet another revised damage claim to *** *** as requested for "exterior damages only (Please see estimate attached)I am now waiting for yet another response on this, so I can have these repairs approved due to the poor work of YOUR techniciansI would like to be compensated( bill credits) for having to go + months with my home being destroyed and the time consuming task of dealing with this issue that is of NO FAULT of my ownThis is definitely NOT how you treat your customers especially when you have damaged MY homeI never received any apology from this company for tearing up my home during the install, but only haggling back and forth for months to get an approval on a repair YOU causedThe way you deal with your customers and treat the people that support your company are the key to success or destructionIf this is how you treat a loyal customer with over YEARS of continuous service, after YOUR technician damaged my home; this company has a really DIM future ahead! I WANT THIS CLAIM APPROVED SO THAT I CAN GET MY HOME REPAIRED, AND PUT THIS NIGHTMARE BEHIND! I'm TIRED OF THE RUNAROUND, I'm ready for this issue to be resolved! This was your fault not mine! Approve the claim, this is "exterior" damage only there are no additional excuses that need to be made!
*** *** PICTURE 1: REVISED ESTIMATE FOR EXTERIOR DAMAGESPICTURE 2: DISH THAT FELL OVER DUE TO POOR INSTALLATIONPICTURE 3: Quick patch job performed by dish installer to restore service(which needs to be redone PROFESSIONALLY) AND SIDE PIECE IS HANGING FROM THE DISH FALLING AND HAS YET TO BE REPAIRED
Initial Business Response /* (1000, 5, 2015/06/01) */
May 28,
Ms*** ***
*** *** *** Rd
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 20, 2015, we received your correspondence, dated May 19, 2015, filed with the
Revdex.com
You said you contacted DISH Network regarding a promotion for a free Pay-Per-View (PPV) eventHowever, when you attempted to redeem the offer it was not honoredYou expressed dissatisfaction with the customer service you received
We strive to provide excellent service and apologize for any inconvenience you may have experienced
When we spoke today, I advised you that a $credit was applied to your account for the PPV event
Your feedback and your concerns will be used to improve our customers' interactions with our agents
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
May 16, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You disputed the automatic debit applied to your credit or debit card account, and you requested a refund I attempted to reach you at *** *** on May 12, and 16, 2016, and I left two voicemails In my second message, I informed you that a review of your sales call revealed that you were advised that early termination and unreturned equipment fees would be applied automatically to the credit or debit card used to qualify for the account. The funds to which you refer were for unreturned equipment, which has since been received. As such, I submitted a refund of $to be applied to your bank account Please note that a review of our records indicates that you also have an account at this same address with an outstanding balance of $1,032.15. Your account balance is the result of a $early termination fee, $for unreturned equipment, and $for service rendered, plus tax Per your request, a copy of the Digital Home Agreement is enclosed for your records 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: 6:am - 2:pm (MDT), Mon-Fri
April 6, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com You indicated that the sales representative told you that you could record up to six shows at the same time, but you were not informed that it was only during prime timeYou disconnected the service within a few days as it was not what was expected, and you disputed the early termination feeYou also mentioned some technical issues When I spoke with you by telephone today, I apologized for the confusion and I reversed the $balance from your accountBoxes for the return of the Hopper, Joey receivers and remotes will ship to the address on your accountPlease keep the return tracking numbers for your records We have no record of any technical issues reported 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 *** ***
Complaint: ***
Based upon my most recent telephone conversation with *** ***, Dish Representative, she presented an offer for my consideration as follows: Dish would unconditionally release me from any and all obligations, both financial and otherwise, that I might have on my Dish Account in connection with the two (2) existing month commitments recorded on my Dish Account, including releases from any and all penalties being imposed upon my Dish AccountOne purported commitment is in connection with an equipment upgrade in August 2016, and the second commitment in connection with a 12/02/renewal offerIn addition, my Dish Account would be freed from any further commitments to Dish, my account would be returned to a month to month status, and I would be free to cancel my Dish Account at anytime without any penaltiesOnce I receive written confirmation from Ms*** that my account has been released, as previously stated, from these purported commitments without any penalties whatsoever, I will consider my complaint against Dish fully resolved.Thank you
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/10) */
December 8,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with
the Revdex.com
You said that you have been experiencing issues with your picture quality that have not been resolvedYou requested that we release you from your contract
When we spoke I explained that, although we were unable to confirm that you were experiencing issues with your picture quality, I agreed to waive the early termination fee associated with your promotionPre your request, I closed your account and provided you with the equipment return disclosures
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 Business Response /* (1000, 5, 2015/06/09) */
June 5,
Mr*** ***
*** W*** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the
Revdex.com
You said you canceled your service on May 15, 2015, and you have yet to receive a refund
Our records show that the refund of $was applied to your bank account on June 2,
When we spoke today, I attempted to explain that your account was set up with AutoPay and the payment due date is the 17th of every monthIn order to stop a payment from processing, the AutoPay must be removed from the system a minimum of seven days prior to the payment due dateI regret any confusion
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
November 8, Dear Ms***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You said that your roof was damaged as a result of our installation, and you requested that we provide you
with $4,for repairs When I spoke with your fiancé by phone today, he confirmed that you agreed to a settlement of $3,I confirmed that we have received your signed settlement letter; please allow six business days for us to process the check and put it in the mail 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/24) */
September 15,
Mrand Mrs*** and *** ***
*** N*** St
Ghent, MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrand Mrs***:
On September 11, 2015, we received your
correspondence, dated September 10, 2015, filed with the Revdex.com
You said you moved and your account was to be placed on hold for four monthsYou disputed the early termination fee and expressed concern with the balance dueYou requested a refund of $
A review of your accounts shows that your account (XXXXXXXXXXXXXXXX) was placed on DISH Pause for three months on April 9,
On June 29, 2015, you called DISH Network and reported that you did not have service for the account ending in and on this date, pause was removed and the regular service was restoredThis account was initiated with Credit Card AutoPay (CCA) and payments of $and $were collected
Per your request, the account ending in was canceled on August 31, Since you did not fulfill the 24-month agreement you were billed $for an early termination feeOn this same date, we transferred the two payments totaling $to your active DISH Network account (XXXXXXXXXXXXXXXX)Because the payments were transferred, this caused the balance of $on the account ending in The balance is for service rendered, the early termination fee and box return fees for the leased equipment
When we spoke today, I advised you that the credit balance for the transferred payments will be applied toward programming for the active accountI also advised you that I made an exception and reversed the balance due of $from the account ending in You accepted this resolution
To avoid being charged for the unreturned equipment, we ask that you return the leased *** ** *** model receiver to DISH NetworkA return box with label will be delivered to your current address by UPS
We regret any confusion and inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: My "Claim" was accurateMr*** refused to provide his email address, stating repeatedly that his name was on the letter he sent meHad I followed his advice, I would have emailed ***@dish.com, which is not his correct email addressRather than just spell his email address for me, Mr*** repeatedly avoided this extremely simple request.Ever since canceling dish services, my family has been relieved to no longer have to deal with the unnecessary and pointless stress that dealing with Dish Network was trying to create. Mr*** refusal to remove the charges related to the days we were without service due to "potentially" weather related issues is unacceptableMr*** logic has been verbatim, that "Dish does not control the weather." I am unsure if Mr*** is under the impression that the customer controls the weather since he believes the customer should still payIt is shameful that Dish steals from its customers in this manner
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: This was filed day one when I found out about the account!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/31) */
August 28,
Ms*** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 28, 2015, we received your correspondence, dated August 27, 2015, filed with the
Revdex.com
You said that your receiver went out due to a power outage eight days after the installationYou disputed the early termination and surge protector fees
Our records reveal that you reported technical issues on August 24, On this date we offered to schedule a free technician visit to resolve this matterYou declined and the service was disconnected per your request
When we spoke today, I advised you that because your service was disconnected prior to the promotional fulfillment date, an early termination fee of $was appliedAlthough DISH Network was not provided an opportunity to resolve the technical issues, I made an exception and reversed the early termination fee from your account
I also informed you that your signed service agreement shows that you accepted the surge protector and agreed to the costI have enclosed your signed agreement for your records
Our records indicate that the $surge protector fee was previously reversed from your accountThere is no balance due for programming
We ask that the leased equipment be returned to DISH Network to prevent unreturned equipment fees from applyingA return box with label will be delivered to your physical address (*** XXXXX) by UPS
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 to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
August 30, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mrs***: On August 14, 2017, we received your complaint, dated August 13, 2017, filed with the Revdex.com You indicated that DISH Network is falsely advertising TV and internet service for $a monthYou said the internet technician told you that your services would be bundled, and you asked that we bundle the services When we spoke, I advised you that I am unable to validate what the *** technician told youHowever, I was able to review a recording of the call during which you placed your order for the servicesWe found that you were quoted $for TV and $for internet serviceThere was no mention of bundling services I asked that you provide us with a copy of the advertisement that you feel is falseYou agreed to send it to me and I told you that I will follow up with you I informed you that we consider your contract to be valid but that if you wanted to disconnect your account, I would be willing to reduce your early termination fee from $to $You declined this offerI also offered to provide you with a $monthly credit for the duration of your commitmentYou also declined this offer If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
September 13, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You expressed concern that DISH Network charged you for sending the leased equipment back When we
spoke, I advised you that it is stated in the Digital Home Advantage agreement that the customer must return the equipment and that it is our policy to charge for shippingI regret that you disagree with this policyI made an exception and I reversed the charge and issued a refund to your credit cardPlease allow seven to ten business days for processing 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 - Friday, 6:am - 2:pm MDT ###-###-####
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3,
Ms*** ***
*** *** *** Rd
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with
the Revdex.com
You said that you received misinformation from our representatives; however, you did not specifyYou also expressed dissatisfaction with the customer service you received
When we spoke today, you advised me that you were concerned with your account billing
You currently subscribe to the America's Top package, Super Station WWOR, Multi-Sport Pack with DVR service and a HD receiver fee
The monthly billing rate before tax is $To assist with the monthly billing, I applied a $monthly credit for ten months to your account
We apologize for any inconvenience you may have experiencedYour feedback and your concerns will be used to improve our customers' interactions with our agents
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On July 10, 2017, we received your complaint, dated July 7, 2017, filed with the Revdex.com You expressed concern regarding having to return your leased equipment and being charged a $Equipment Return FeeYou asked that we pick up your leased equipment and provide you with a refund of the fee When we spoke, I told you that we consider the $Equipment Return Fee to be validThis fee is disclosed at the point of sale and in our contract, and we advise of this fee when customers disconnect their serviceI informed you that we have received your leased equipment and that, as a courtesy, I will waive the $Equipment Return Fee and provide you with a refund We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** * *** *** *** ** *** *** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
October 31, Dear Mr***: On October 25, 2016, we received your complaint, dated October 20, 2016, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network account A review of your account
reveals that the early termination fee in question was waived on October 20, 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO
September 27, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com You maintain that a DISH Network account was established in your name without your authorizationYou stated that you paid the balance because you were in the process of purchasing a home and you were unable to get through to our Customer Service Department for assistanceYou requested a refund and for the account to be removed from your credit report Since your personal information is attached to the DISH Network account in question, we require an identity theft claim to be opened to research further When I spoke with you by phone on September 26, 2017, I advised you that we are unable to remove the account from collections or provide a refund until we determine that the account was established fraudulently using your informationI sent you an email with additional instructions on our ID theft process If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
*** *** ***
*** *** ***
*** *** *** *** ** * *** ** ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
Complaint: ***
I am rejecting this response because: You made a clear offer that I exceptedYour agent said you ALWAYS save phone recordings that would and most likely DID prove my claim and this is why yoou mysteriously can't find itNow that you are restructuring, you are booting all of us from your agreements
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:The response still doesn't fully account for the full statement I made and is misleading in that it looks like the correction was made upon my phone call which is not the case. After making at least two phone calls to rectify the issue it wasn't until I cancelled the service and submitted a Revdex.com complaint that the issue was correctedNot to mention the double payment that was made in early NovemberAs I stated before, I had a long running relationship with Dish Network and was surprised at how easy this situation was to correct by simply reading back through their own notes as to what was promised and what was actually happeningAfter receiving the attitude that I was mistaken or lying from the last supervisor I had enough and had him cancel my service. It bothers me that somehow if one person investigates and finds what I've said to be true, then why would that not have been the case the first time aroundI'm satisfied with the response they will address this with their personnel, it's just too bad they couldn't have done a better job up front to avoid the issue in the first placeI did not seek any of the promised services but was appreciative of the generous offer which at the time I thought showed loyalty to me as a customer, only to see that wasn't the case with the avoidance of the promises over and over againI am satisfied and consider my dealings with this company now closedIn the future if ever offer anything like this again I will insist on the terms being put on paper or in an official email to ensure there's no misleading or changing of promisesLesson learned
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: It has been months today and my home is STILL damaged because I have to keep submitting REVISED estimates because Dish Network doesn't want to take responsibility for the damage that has been causedOn Monday 4/25/16, I resubmitted yet another revised damage claim to *** *** as requested for "exterior damages only (Please see estimate attached)I am now waiting for yet another response on this, so I can have these repairs approved due to the poor work of YOUR techniciansI would like to be compensated( bill credits) for having to go + months with my home being destroyed and the time consuming task of dealing with this issue that is of NO FAULT of my ownThis is definitely NOT how you treat your customers especially when you have damaged MY homeI never received any apology from this company for tearing up my home during the install, but only haggling back and forth for months to get an approval on a repair YOU causedThe way you deal with your customers and treat the people that support your company are the key to success or destructionIf this is how you treat a loyal customer with over YEARS of continuous service, after YOUR technician damaged my home; this company has a really DIM future ahead! I WANT THIS CLAIM APPROVED SO THAT I CAN GET MY HOME REPAIRED, AND PUT THIS NIGHTMARE BEHIND! I'm TIRED OF THE RUNAROUND, I'm ready for this issue to be resolved! This was your fault not mine! Approve the claim, this is "exterior" damage only there are no additional excuses that need to be made!
*** *** PICTURE 1: REVISED ESTIMATE FOR EXTERIOR DAMAGESPICTURE 2: DISH THAT FELL OVER DUE TO POOR INSTALLATIONPICTURE 3: Quick patch job performed by dish installer to restore service(which needs to be redone PROFESSIONALLY) AND SIDE PIECE IS HANGING FROM THE DISH FALLING AND HAS YET TO BE REPAIRED
Initial Business Response /* (1000, 5, 2015/06/01) */
May 28,
Ms*** ***
*** *** *** Rd
***, ** ***
Re: Revdex.com Complaint # ***
***-***
Dear Ms***:
On May 20, 2015, we received your correspondence, dated May 19, 2015, filed with the
Revdex.com
You said you contacted DISH Network regarding a promotion for a free Pay-Per-View (PPV) eventHowever, when you attempted to redeem the offer it was not honoredYou expressed dissatisfaction with the customer service you received
We strive to provide excellent service and apologize for any inconvenience you may have experienced
When we spoke today, I advised you that a $credit was applied to your account for the PPV event
Your feedback and your concerns will be used to improve our customers' interactions with our agents
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
May 16, Mr*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Mr***: On May 5, 2016, we received your complaint, dated May 4, 2016, filed with the Revdex.com You disputed the automatic debit applied to your credit or debit card account, and you requested a refund I attempted to reach you at *** *** on May 12, and 16, 2016, and I left two voicemails In my second message, I informed you that a review of your sales call revealed that you were advised that early termination and unreturned equipment fees would be applied automatically to the credit or debit card used to qualify for the account. The funds to which you refer were for unreturned equipment, which has since been received. As such, I submitted a refund of $to be applied to your bank account Please note that a review of our records indicates that you also have an account at this same address with an outstanding balance of $1,032.15. Your account balance is the result of a $early termination fee, $for unreturned equipment, and $for service rendered, plus tax Per your request, a copy of the Digital Home Agreement is enclosed for your records 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: 6:am - 2:pm (MDT), Mon-Fri
April 6, Mr*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com You indicated that the sales representative told you that you could record up to six shows at the same time, but you were not informed that it was only during prime timeYou disconnected the service within a few days as it was not what was expected, and you disputed the early termination feeYou also mentioned some technical issues When I spoke with you by telephone today, I apologized for the confusion and I reversed the $balance from your accountBoxes for the return of the Hopper, Joey receivers and remotes will ship to the address on your accountPlease keep the return tracking numbers for your records We have no record of any technical issues reported 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 *** ***
Complaint: ***
Based upon my most recent telephone conversation with *** ***, Dish Representative, she presented an offer for my consideration as follows: Dish would unconditionally release me from any and all obligations, both financial and otherwise, that I might have on my Dish Account in connection with the two (2) existing month commitments recorded on my Dish Account, including releases from any and all penalties being imposed upon my Dish AccountOne purported commitment is in connection with an equipment upgrade in August 2016, and the second commitment in connection with a 12/02/renewal offerIn addition, my Dish Account would be freed from any further commitments to Dish, my account would be returned to a month to month status, and I would be free to cancel my Dish Account at anytime without any penaltiesOnce I receive written confirmation from Ms*** that my account has been released, as previously stated, from these purported commitments without any penalties whatsoever, I will consider my complaint against Dish fully resolved.Thank you
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/12/10) */
December 8,
Mr*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On December 4, 2015, we received your complaint, dated December 3, 2015, filed with
the Revdex.com
You said that you have been experiencing issues with your picture quality that have not been resolvedYou requested that we release you from your contract
When we spoke I explained that, although we were unable to confirm that you were experiencing issues with your picture quality, I agreed to waive the early termination fee associated with your promotionPre your request, I closed your account and provided you with the equipment return disclosures
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 Business Response /* (1000, 5, 2015/06/09) */
June 5,
Mr*** ***
*** W*** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the
Revdex.com
You said you canceled your service on May 15, 2015, and you have yet to receive a refund
Our records show that the refund of $was applied to your bank account on June 2,
When we spoke today, I attempted to explain that your account was set up with AutoPay and the payment due date is the 17th of every monthIn order to stop a payment from processing, the AutoPay must be removed from the system a minimum of seven days prior to the payment due dateI regret any confusion
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 - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
November 8, Dear Ms***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You said that your roof was damaged as a result of our installation, and you requested that we provide you
with $4,for repairs When I spoke with your fiancé by phone today, he confirmed that you agreed to a settlement of $3,I confirmed that we have received your signed settlement letter; please allow six business days for us to process the check and put it in the mail 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/09/24) */
September 15,
Mrand Mrs*** and *** ***
*** N*** St
Ghent, MN XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mrand Mrs***:
On September 11, 2015, we received your
correspondence, dated September 10, 2015, filed with the Revdex.com
You said you moved and your account was to be placed on hold for four monthsYou disputed the early termination fee and expressed concern with the balance dueYou requested a refund of $
A review of your accounts shows that your account (XXXXXXXXXXXXXXXX) was placed on DISH Pause for three months on April 9,
On June 29, 2015, you called DISH Network and reported that you did not have service for the account ending in and on this date, pause was removed and the regular service was restoredThis account was initiated with Credit Card AutoPay (CCA) and payments of $and $were collected
Per your request, the account ending in was canceled on August 31, Since you did not fulfill the 24-month agreement you were billed $for an early termination feeOn this same date, we transferred the two payments totaling $to your active DISH Network account (XXXXXXXXXXXXXXXX)Because the payments were transferred, this caused the balance of $on the account ending in The balance is for service rendered, the early termination fee and box return fees for the leased equipment
When we spoke today, I advised you that the credit balance for the transferred payments will be applied toward programming for the active accountI also advised you that I made an exception and reversed the balance due of $from the account ending in You accepted this resolution
To avoid being charged for the unreturned equipment, we ask that you return the leased *** ** *** model receiver to DISH NetworkA return box with label will be delivered to your current address by UPS
We regret any confusion and inconvenience you may have experienced
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: My "Claim" was accurateMr*** refused to provide his email address, stating repeatedly that his name was on the letter he sent meHad I followed his advice, I would have emailed ***@dish.com, which is not his correct email addressRather than just spell his email address for me, Mr*** repeatedly avoided this extremely simple request.Ever since canceling dish services, my family has been relieved to no longer have to deal with the unnecessary and pointless stress that dealing with Dish Network was trying to create. Mr*** refusal to remove the charges related to the days we were without service due to "potentially" weather related issues is unacceptableMr*** logic has been verbatim, that "Dish does not control the weather." I am unsure if Mr*** is under the impression that the customer controls the weather since he believes the customer should still payIt is shameful that Dish steals from its customers in this manner
Sincerely,
*** ***