Woodfill Enterprises

Review: To: [redacted]: Service not what was paid for.Date: Mon, 30 Jun 2014 16:36:04 +[redacted] Dear Woodfill Enterprises and DirectTV. When your representative came to our home on Friday, June 27th, we had specific questions regarding keeping the channels we are currently getting such as, ABC,NBC, CBS,Local Channels, DIY, HGTV, along with a few others. Your Representative assured us that we would continue getting those channels. We asked to see a copy of the line up for the "Choice" programming but he said he had given his last one to someone else. Long story short, On Saturday when the system was set up we didn't have the channels we wanted. On Monday morning I emailed to let Woodfill Enterprises know we had a problem. The response below is to give us the "xtra" package which would give us all the channels we want. ___________________________________________________________________________Woodf...⇄ Enterprises2158 Hilltop Drive Redding, Ca. 96002###-###-#### cell###-###-#### officeDear [redacted],You should be receiving all your locals that are listed in your email. If you are not getting them, we can have a tech stop by today to ensure you are getting them. HGTV is in the Choice package but DIY is not. I apologize that our sales rep misrepresented the programming. I can move your package up to the Xtra if you would like so you will have DIY. We want you to enjoy your service with us and Directv, I am sorry the first 48 hours have not been an enjoyable experience. We can only service your account we cannot cancel it. Let me know if you would like us to send someone by today to get those locals for you and if you would like me to move your package up to the Xtra.Thank you,[redacted]____________________ When I asked how much "Xtra" would cost she emailed back " I will counter the additional charge by putting a refered a friend on your account so it will be the same price." Another lie! Then I get the bill and it's $30+ more than was quoted.Desired Settlement: We don't want to give these companies our business. They are so dishonest and why should be be charged a $480 Cancellation fee to get to out of a contract that their own owner apologizes for "our sales rep misrepresented the programming" and to fix it they are willing to tell another lie stating that we referred a friend to them." There is absolutely NO WAY we will refer them to our friends.Is there any way you can help us?[redacted]

Business

Response:

To Whom it may concern, Mrs. [redacted] contacted us by email stating she wasn't getting her local channels and HGTV and DIY. I addressed her immediately and let her know that she does in fact have all the mentioned above channels except DIY. Mrs. [redacted] didn't know where to locate the local channels or HGTV on her Directv so we sent our representive there to show her she is indeed getting those channels. Regarding DIY, I told her we would have to move her package up to the Xtra. I told her for all the inconvenience I would supply a refer a friend to her account to counter any additional charges she would incur for moving her package up. We never once asked her to refer a friend we simply stated we would supply one to her which would credit her account a total of $100. We sent our rep there the same day of contacting us with this problem and after our rep leaving she emailed us: "I would like you to know [redacted] came to our home yesterday evening to work things out. We found him to be a very caring young man who went the extra mile to make sure we were happy when he left. He apologized for the confusion after we explained what we got versus what we thought we were getting. He let us know that we could trust your company and your offer to give us Xtra is a genuine intent to give us what we originally asked for. [redacted] is a wonderful representative of your company and we thank him for coming by and straightening thing out" We moved her package up to the Xtra and have added a refer a friend to her account that makes her original quoted price even lower. It cost our company money to apply these credits but we are happy to do it to make our customers happy with price and programming. Regarding the "estimate" Mrs. [redacted] received: Estimate are sent out to every single Directv customer and DO NOT reflect any new customer credits that you will be receiving. Reason being every customer doesn't qualify for new customer promotions and these estimates are sent out is mass bulk created by a computer. They are not based on individual circumstances. If Mrs. [redacted] is patient she will see her actual bill will reflect all her correct credits and that all she is asked to pay to Directv is what was quoted at time of sale. Now that we have added a referral to her account it will actually be a little less. All these attempts of extra customer service, special trips back to the [redacted] household and extra credits we have given to this account is to ensure that our customers are fully satisfied with our service. Now Mrs. [redacted] is receiving all programming she was promised at time of sale for LESS than the quoted price from sales rep. I don't know what more we can offer. She is getting everything she asked for.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

After spending several hours trying to get my dish satellite to function, I called Woodfill Enterprises. I was having trouble with my Satellite Dish reception. They not only helped diagnose the problem over the phone; they had the necessary part. I asked how much it would cost and they replied that they “could give it to me”! I had never done business with these folks before this moment!

I figured it was a “used” part, since it was “Free”. I subsequently checked the price of t a NEW part, online. It was over $10! When I showed up for the part; I was unprepared for what I saw. The part was sitting on the counter, waiting for me. It was brand “NEW”! It also had three NEW, and labeled, coaxial cables attached!

I am not used to being treated so nicely! Most folks would have put a price on the items. These folks, instead, valued this future customer far beyond the price of this part! I believe this shows how much Woodfill Enterprises values customers over service pricing! I will ALWAYS call them for any future Satellite needs and I highly recommend them; even above my initial installer!