Satellite Guru, LLC

Complaint: [redacted] I am rejecting this response because:This isn't an attempt at mediation or coming to an agreementThis was a courtesy as to have a way to civilly speak and discuss the issueAs you may recall, a phone call does not work as you become agitated too quickly to have a calm discussionBeing a customer, I do not feel I need to be berated by someone that I am trying to have a service provided throughCommunication will only be done through written formatWe will have to mediate through a different source if this is not sufficient for youI hope that this does not continue to happen to othersIf you google your company the reputation that you have is very badI am assuming this is why you were so intent on having a signature for the "deal" that day and why you were just "right down the road" so that I could sign immediatelyEveryone be very cautious and google or research a company before having it come to a situation like this Regards, [redacted] ***

Thank you for the response. It has been a little while since this complaint was made. The door to door salesman came and made the sale on February 20th which was a Monday in the afternoon. The salesman promised fiber optic internet, DirecTV, and security in a bundle package at a great price. $400 was also promised to be paid to the buyer for canceling the current security. This is not on the contract which is unable to be proven. However, there was written on the contract a $100 gift card would be sent. The installation for the security system could not be scheduled until Saturday morning as that was the only time that they had open. This made it impossible to know that the contract signed and agreed upon was not actually true and a request to cancel within the 3 days was not possible. It should also be noted that the salesman had badges that stated they were with DirecTV which is still uncertain. The security system was installed and I was very nice to the technician as Erick D [redacted] stated in his response. The technician was only doing his job. While working in my office I heard a sawing noise (during the installation). It was the technician cutting a hole in my wall to install the security. This was the first red flag for the buyer as it was promised that there were no wires or need to cut holes in the wall.. The thermostat was also changed (during installation) and the original thermostat was taken by the technician. This has made it impossible to get rid of the current thermostat that was installed. It has also made it impossible to remove the monitor that was installed due to cutting a hole in my wall to install the monitor. Another concern was the equipment that was explained as being the new and “top of the line” when being sold, was not as high of quality as what was installed previously (mainly the camera) by the buyers current security company. None of the products or what was described or explained while deciding to buy from this company were true. CenturyLink was unable to come out to the home until the Monday or Tuesday after the security system was installed (Feb 27th or 28th). When the CenturyLink technician came out, I asked him about the new fiber optic internet and how fast it was. The technician explained the fiber optic and then told the buyer that there was no fiber optic internet in the area and that he was installing a 20mbps copper internet for the buyer’s home. This is not a fast-enough service as the buyer runs a non-profit from the home and needs fast internet. Once it was realized that the fiber optic internet was unavailable and that the security system and the equipment was not as described. It became very apparent that the deal and what was sold was not what was agreed on. The CenturyLink technician was told that there was no need to install anything as it would not work out and that is when the buyer first called Satellite Guru to ask to cancel. When there was no answer or response, the buyer cancelled DirecTV and CenturyLink on his own. The authorities were also called as it was worrisome as to who was let into our home. Later as can be read in the emails below. An individual named Sandra stated, “per your voice messages your CenturyLink and DirecTV purchase has been cancelled”. However, in the statement that Erick D [redacted] made in the response provided, he stated that there was no contact until March 7th. However, in the first email you can see that it was sent on February 27th which was a follow up email after two or three phone calls were made to Satellite Guru. If needed phone records from that time can be pulled to show the calls that were made. A text message was also eventually sent to Eli who made the sale on March 3rd to let him know that a police report was being made. When no contact or responses were received. It should also be noted that in the picture of the written contract, the security system and the price was put next to the internet and cable price. It was also explained that it was a bundle and that it was only available at that price if all three options were bought. Also, email was requested as the only form of communication as what was being said was not matching up with what was being sold or installed. Thank you From: [redacted] <hg***[email protected]> Date: Monday, February 27, 2017 at 3:35 PM To: <[email protected]> Subject: order problem Hello, My name is [redacted] ***. On Tuesday I had a gentleman come to my door and offer a bundle package for DIRECTV, security through Monitronics and fiber internet through CenturyLink. The price was $152.00 for the 1st year and then 172$ for the year after that. CenturyLink is not able to provide fiber internet to my area or home. They were only installing 20 mbps which will not work due to having to work from my home at times for my second job. This was never discussed with the sales person only the fiber speeds. The reason for switching would have only been for the fiber speeds that were promised. The name I have for the salesman was Eli, who I did try to contact. There was also a promise of $400 being paid for me to cancel my home security with my other provider which cost around $490. I have had to take a day off work in order to be here for CenturyLink to install their cables, but had them stop once they told me it was only for the 20 mbps. So far, this has cost my household around $700 due to the cancellation fee and having to miss a day of work. I am not sure if this is something that you have had happen before. However, I believe I must issue a complaint to the BBB to prevent this happening to anyone else again. I would appreciate it if we could keep communication to written communication from now on. Thank you, [redacted] From: [redacted] <hg***[email protected]> Date: Thursday, March 2, 2017 at 5:21 PM To: <[email protected]> Subject: cancel order Hello, I am writing to try to contact you for a second time to cancel the “deal” that was brought by my door and later sold to me. Please read the email below that I sent previously to understand my reasons for cancellation. For any questions please email me. Thank you, [redacted] *** -------- Original Message -------- Subject: FW: cancel order From: [redacted] <hg***[email protected]> Date: Thu, March 02, 2017 8:03 pm To: "[email protected]" <[email protected]>, <[email protected]> Please respond to this message. I have on the contract that your email is [email protected]. Thank you, [redacted] From: <[email protected]> Date: Tuesday, March 7, 2017 at 11:31 AM To: [redacted] <hg***[email protected]> Subject: RE: FW: cancel order Hello [redacted] , Per your voice messages, your DIRECTV and CenturyLink order have been cancelled. Best, Sandra Cruz Satellite Guru 303-284-8834 [email protected] -------- Original Message -------- Subject: Re: cancel order From: [redacted] <hg***[email protected]> Date: Tue, March 07, 2017 11:35 am To: <[email protected]> I have also asked for a cancellation of the monitronix (Moni) security company monitoring. Thank you, [redacted] On Mar 10, 2017, at 9:48 AM, <[email protected]> <[email protected]> wrote: Good Morning, [redacted] , my apologies for the issues you are having. I understand your frustration and reasons for cancelling DIRECTV and CenturyLink. There must have been some sort of miscommunication with Eli about the bundle. Monitronics is a separate contract from DIRECTV and CenturyLink. Unfortunately, Monitronics cannot be cancelled without a termination fee of $2,159.64. Monitronics is a great service and we assure you will be satisfied during your contract. Best, Sandra Cruz Satellite Guru 303-284-8834 [email protected] -------- Original Message -------- Subject: Re: cancel order From: [redacted] <hg***[email protected]> Date: Fri, March 10, 2017 10:35 am To: [email protected] Thank you for the email. I tried to cancel all of these services immediately when I discovered that the contract and bundle were incorrect. I was told that it would be possible to cancel and not actually use their services and that is why you would wait before sending me a $400 check to pay off my other security company. I have not canceled with them and won't. In Colorado there is a law called he remorse law. I tried contacting you within 1 day of having your service providers try to install the dish and internet and when I discovered that the contract and what I was told about the security were extremely incorrect. I was told that it was all cordless. I was told that it was completely going to be ran on a fiber cable making it quicker and safer. This has all been untrue. Everything that I have been told was not true. Who pays the monthly bill to moni? How much is that a month? These are things that I was never told. A person just came in and said that if we didn't want it after they installed we wouldn't have to use it. It was elis boss. Thank you, [redacted] *** Hello [redacted] , I am unaware of any specific buyer remorse law that your are referencing. To my understanding, any applicable Colorado remorse law only allows a customer to cancel after 3 days of signing a contract. It doesn’t have anything to do with when the install occurs. Based on when you signed the agreement (2/21/2017) and emailed our office to cancel your service (3/7/2017), you are liable for the full cancellation fee of $2,159.64. We are within our right to send this account over to legal, in the event you decide to move forward with the cancellation. If you have any questions you can give me a call directly at 970-420-2479 Best, Erick D [redacted]

The company that the complaint pertains to is due to being sold a product and bundle package that did not actually existThe company came to the complainants’ door and stated that he was with DIRECTV and was able to provide a bundle package with DIRECTV, CenturyLink Fiber optic internet, and a security system that is monitored by a company named Moni
The contract was signed on a Tuesday evening and everything was fine as the installation was not until Saturday afternoonOnce the security system was installed it was realized that the internet had not been tuned onThis made it so that there was another wait until Monday afternoon before a CenturyLink worker could come to the complainant’s home and fix/hook up the internetWhen the CenturyLink employee showed up at the residence, it was stated that there was no Fiber optic high speed internet available, but only the mbps, however I could upgrade to mbpsRegardless, this was the only reason for the switch to this bundle that

from: Erick D*** via wynco.Revdex.com.org to: [email protected]: Thu, May 18, at 3:PMsubject: *** *** (Letter Received)*** *** signed up for our DIRECTV and Centurylink services by one of our sales agents back in FebruaryBeing that we
are affiliated with Monitornics “ a security company” he was also offered security alarm services in which he set a time for our sales rep security specialist to stop by and explain more aboutIn this case I was the one who stopped byWhen we explained the products and services we made it very clear to Mr*** that the DIRECTV & Centurylink product was separate than the security productAt the time he had Comcast services and wasn’t very happy with them at allMr*** preceded to choose his security package and sign up for the service by e-contract in which he agreed to all the pricing and terms ( month agreement)Mr*** was very aware of the terms and penalty of the security agreement The agreement was signed Tuesday February At the time Mr*** signed the agreement his wife had walked in and we explained the security products and services to her as wellShe agreed to all of themStating "it was up to him if he wants to do it"Mr***'s install was set for that Saturday February 25thThis was days after he had signed the agreement giving Mr*** plenty of time to think about canceling his service as well as using his days right to cancel by Colorado law Mr*** gladly let the technician inside and had the system installed It was March when he reached out to our office to cancel his service This was days laterOur office called and left Mr*** various messages in order to see what happenedWe never heard any responses except for emails to cancel his serviceWe finally sent Mr *** an email reminding him of the penalty he would have to pay if he cancelled his service Nobody in our office/organization was rude, condescending, or disrespectful to Mr ***He was very aware of the agreement and had plenty of time before his install to cancel his serviceMr *** is currently in a month agreement with Monitronics/ Satellite GuruIf he cancels his service he would have to pay a cancelation fee based on the agreement he accepted

Thank you for the response. It has been a little while since this complaint was made. The door to door salesman came and made the sale on February 20th which was a Monday in the afternoon. The salesman promised fiber optic internet, DirecTV, and security in a bundle package at a great price. $400 was also promised to be paid to the buyer for canceling the current security. This is not on the contract which is unable to be proven. However, there was written on the contract a $100 gift card would be sent. The installation for the security system could not be scheduled until Saturday morning as that was the only time that they had open. This made it impossible to know that the contract signed and agreed upon was not actually true and a request to cancel within the 3 days was not possible. It should also be noted that the salesman had badges that stated they were with DirecTV which is still uncertain. The security system was installed and I was very nice to the technician as Erick D[redacted] stated in his response.  The technician was only doing his job. While working in my office I heard a sawing noise (during the installation). It was the technician cutting a hole in my wall to install the security. This was the first red flag for the buyer as it was promised that there were no wires or need to cut holes in the wall.. The thermostat was also changed (during installation) and the original thermostat was taken by the technician. This has made it impossible to get rid of the current thermostat that was installed. It has also made it impossible to remove the monitor that was installed due to cutting a hole in my wall to install the monitor. Another concern was the equipment that was explained as being the new and “top of the line” when being sold, was not as high of quality as what was installed previously (mainly the camera) by the buyers current security company. None of the products or what was described or explained while deciding to buy from this company were true. CenturyLink was unable to come out to the home until the Monday or Tuesday after the security system was installed (Feb 27th or 28th). When the CenturyLink technician came out, I asked him about the new fiber optic internet and how fast it was. The technician explained the fiber optic and then told the buyer that there was no fiber optic internet in the area and that he was installing a 20mbps copper internet for the buyer’s home. This is not a fast-enough service as the buyer runs a non-profit from the home and needs fast internet. Once it was realized that the fiber optic internet was unavailable and that the security system and the equipment was not as described. It became very apparent that the deal and what was sold was not what was agreed on. The CenturyLink technician was told that there was no need to install anything as it would not work out and that is when the buyer first called Satellite Guru to ask to cancel. When there was no answer or response, the buyer cancelled DirecTV and CenturyLink on his own. The authorities were also called as it was worrisome as to who was let into our home. Later as can be read in the emails below. An individual named Sandra stated, “per your voice messages your CenturyLink and DirecTV purchase has been cancelled”. However, in the statement that Erick D[redacted] made in the response provided, he stated that there was no contact until March 7th. However, in the first email you can see that it was sent on February 27th which was a follow up email after two or three phone calls were made to Satellite Guru. If needed phone records from that time can be pulled to show the calls that were made. A text message was also eventually sent to Eli who made the sale on March 3rd to let him know that a police report was being made. When no contact or responses were received. It should also be noted that in the picture of the written contract, the security system and the price was put next to the internet and cable price. It was also explained that it was a bundle and that it was only available at that price if all three options were bought. Also, email was requested as the only form of communication as what was being said was not matching up with what was being sold or installed.  Thank you       From: [redacted] <hg[redacted][email protected]> Date: Monday, February 27, 2017 at 3:35 PM To: <[email protected]> Subject: order problem   Hello,   My name is [redacted]. On Tuesday I had a gentleman come to my door and offer a bundle package for DIRECTV, security through Monitronics and fiber internet through CenturyLink. The price was $152.00 for the 1st year and then 172$ for the year after that.    CenturyLink is not able to provide fiber internet to my area or home. They were only installing 20 mbps which will not work due to having to work from my home at times for my second job. This was never discussed with the sales person only the fiber speeds. The reason for switching would have only been for the fiber speeds that were promised.    The name I have for the salesman was Eli, who I did try to contact. There was also a promise of $400 being paid for me to cancel my home security with my other provider which cost around $490.   I have had to take a day off work in order to be here for CenturyLink to install their cables, but had them stop once they told me it was only for the 20 mbps. So far, this has cost my household around $700 due to the cancellation fee and having to miss a day of work. I am not sure if this is something that you have had happen before. However, I believe I must issue a complaint to the Revdex.com to prevent this happening to anyone else again.   I would appreciate it if we could keep communication to written communication from now on.    Thank you, [redacted]   From: [redacted] <hg[redacted][email protected]> Date: Thursday, March 2, 2017 at 5:21 PM To: <[email protected]> Subject: cancel order   Hello,   I am writing to try to contact you for a second time to cancel the “deal” that was brought by my door and later sold to me. Please read the email below that I sent previously to understand my reasons for cancellation.    For any questions please email me.    Thank you, [redacted]    -------- Original Message -------- Subject: FW: cancel order From: [redacted] <hg[redacted][email protected]> Date: Thu, March 02, 2017 8:03 pm To: "[email protected]" <[email protected]>, <[email protected]> Please respond to this message. I have on the contract that your email is [email protected].   Thank you, [redacted]   From: <[email protected]> Date: Tuesday, March 7, 2017 at 11:31 AM To: [redacted] <hg[redacted][email protected]> Subject: RE: FW: cancel order   Hello [redacted],   Per your voice messages, your DIRECTV and CenturyLink order have been cancelled.    Best, Sandra Cruz Satellite Guru 303-284-8834 [email protected]     -------- Original Message -------- Subject: Re: cancel order From: [redacted] <hg[redacted][email protected]> Date: Tue, March 07, 2017 11:35 am To: <[email protected]> I have also asked for a cancellation of the monitronix (Moni) security company monitoring.    Thank you, [redacted]     On Mar 10, 2017, at 9:48 AM, <[email protected]> <[email protected]> wrote: Good Morning,    [redacted], my apologies for the issues you are having. I understand your frustration and reasons for cancelling DIRECTV and CenturyLink. There must have been some sort of miscommunication with Eli about the bundle. Monitronics is a separate contract from DIRECTV and CenturyLink. Unfortunately, Monitronics cannot be cancelled without a termination fee of $2,159.64. Monitronics is a great service and we assure you will be satisfied during your contract.      Best, Sandra Cruz Satellite Guru 303-284-8834 [email protected]   -------- Original Message -------- Subject: Re: cancel order From: [redacted] <hg[redacted][email protected]> Date: Fri, March 10, 2017 10:35 am To: [email protected] Thank you for the email. I tried to cancel all of these services immediately when I discovered that the contract and bundle were incorrect. I was told that it would be possible to cancel and not actually use their services and that is why you would wait before sending me a $400 check to pay off my other security company. I have not canceled with them and won't. In Colorado there is a law called he remorse law. I tried contacting you within 1 day of having your service providers try to install the dish and internet and when I discovered that the contract and what I was told about the security were extremely incorrect.   I was told that it was all cordless. I was told that it was completely going to be ran on a fiber cable making it quicker and safer. This has all been untrue. Everything that I have been told was not true.    Who pays the monthly bill to moni? How much is that a month? These are things that I was never told. A person just came in and said that if we didn't want it after they installed we wouldn't have to use it. It was elis boss.    Thank you, [redacted]    Hello [redacted],  I am unaware of any specific buyer remorse law that your are referencing.  To my understanding, any applicable Colorado remorse law only allows a customer to cancel after 3 days of signing a contract.  It doesn’t have anything to do with when the install occurs. Based on when you signed the agreement (2/21/2017) and emailed our office to cancel your service (3/7/2017), you are liable for the full cancellation fee of $2,159.64.  We are within our right to send this account over to legal, in the event you decide to move forward with the cancellation.    If you have any questions you can give me a call directly at 970-420-2479   Best,  Erick D[redacted]

Complaint: [redacted]
I am rejecting this response because:This isn't an attempt at mediation or coming to an agreement. This was a courtesy as to have a way to civilly speak and discuss the issue. As you may recall, a phone call does not work as you become agitated too quickly to have a calm discussion. Being a customer, I do not feel I need to be berated by someone that I am trying to have a service provided through. Communication will only be done through written format. We will have to mediate through a different source if this is not sufficient for you. I hope that this does not continue to happen to others. If you google your company the reputation that you have is very bad. I am assuming this is why you were so intent on having a signature for the "deal" that day and why you were just "right down the road" so that I could sign immediately. Everyone be very cautious and google or research a company before having it come to a situation like this.
Regards,
[redacted]

We have uploaded the original agreement Mr [redacted] had signed with Satellite Guru regarding his security agreement. If Mr [redacted] has any further question he can contact our office at 303-284-8834.- Erick D