Clear Satellite, Inc

Complaint: ***
I am rejecting this response because: IF THEY HAVE TRIED TO REACH ME THERE HAAS BEEN NO VOICEMAILS LEFT MY VOICEMAIL IS EMPTIED EVERYDAY AND THEY CLAIM THEY HAVE MY ADDRESS SO MAIL IT TO ME IT IS OBVIOUS WHAT I AM WANTING A VERIFICATION THAT THIS IS TRUE AND ACCURATE.
Sincerely,
*** ***

We did verify in the verification call that you understand that you are switching to DirectvAlso we would not have your Dish bill amounts because Directv and Dish are separate companiesBut like we have mentioned you would still be responsible for covering the associated fees with canceling that service

We originally received this complaint on 8/30/ At this time we made attempts at contacting Mrs*** from 8/30-9/and we were unable to reach her Each time we left a message with our contact information to call us back to discuss compensation for any pricing discrepancy
We closed the escalation as there were no responses made from the customer to resolve their complaint We then received this complaint on 10/3/ We attempted to call the customer on 10/4/at 2:PM, no answer so we left a message with our contact information We attempted again on 10/6/at 3:PM, again with no answer We left another message with our contact information We tried a 3rd time on 10/7/at 3:PM We were unable to reach the customer again, but we left a 3rd message with our contact information We have not received any response from the customer at this time We have made multiple attempts at contacting ***, however unfortunately they have been unsuccessful We are happy to help the customer, and discuss compensation for any pricing discrepancy We need to speak with them in order to do so

The customer has already been compensated for the inconvenience and missed appointments through a $credit to his Directv billWe apologize again for the rescheduling of appointmentsThe Directv representative that called Clear Satellite with the customer did not follow Directv policies and this
really should be brought up with themAny customer complaints they receive should be sent to us in the form of an email to which we contact the customer and resolve the issue that wayInstead the Directv representative called Clear Satellite with the customerThe issue with the equipment was another fault by Directv and their representativeThere is equipment attached to the customer's account and it is the correct receiverIf it was not correct or there was some issue with it on Directv's end the receiver simply would not workBut as we know that is not the case

Complaint: *** One of their employees told me they were calling a different phone number to get hold of me I informed her this was not my number and I had never heard of itshe then removed that number from my accountThey did not offer me an internet service at the price agreed uponThey said it would cost moreNOT ACCEPTABLEI finally resolved this by calling the TV provider and telling them the situationThey had no problem getting back to meIf they had called me on the phone number on my contract, I would have had a missed call on my phone which I did not have.
Sincerely,
*** ***

Thank you for bringing this to our attentionWe have record of you calling in to cancel the warranty the end of April so we have refunded charges since that time from May, June and JulyThe total refunded should amount to $We apologize for the inconvenience

Email: [email protected]: ###-###-#### Ext: *** or ***

We were able to speak with the customer again regarding his concerns, and we were able to resolve any complaints that he had at this time The customer does not have any further questions for us

We were able to speak with the customer regarding his concerns, and we found that the misunderstanding started due to a pre-existing account The customer already had an account, therefore the new customer promotions were not available for their account We were able to communicate that
with them and they had informed us that they wanted to cancel their service We were able to come to an agreement regarding compensation for the cancellation of their service We will continue to work with the customer to ensure that their concerns are addressed, and they do not have anything further for us

Complaint: ***
I am rejecting this response because: The company has not responded to my requestMy copy of the contract does show that the representative wrote (-military service)I will be forwarding a copy of that to the business tomorrowI agree that the welcome call did not mention the discount, but when I explicitly asked in the call what my monthly price would be and what it would go up to, the phone representative told me to ask the salesman (Jeremy)He then pointed out the total and again and assured me I would be getting the military discount, which he would apply after he left my houseAfter I got my sisters refer-a-friend credit, he assured me I would get that in addition to the military credit. If I am not believed, you may ask my father, who was present during the sales pitchThe salesman also said that if my dad switched to Direct TV he would give him the same discount
Sincerely,
*** ***

We were able to review all recorded correspondence with the customer here at Clear Satellite, and we were unable to find any call completed where a manager admitted any guilt on behalf of our technician regarding their television We were able to review a call where the customer told us they had spoken with DirecTV directly about programming concerns, and mentioned that they had spoken with someone on that call about damage to their television We are denying this claim due to the fact that the time frame for the alleged damage does not indicate our responsibility The customer claims that the damage happened immediately after he walked our technician out of his home, but did not contact us, or the installing technician for days following the alleged incident The customer did not follow proper procedures when filing a damage claim, and prior to informing anyone of the damage purchased a new television Again, we have yet to receive any documentation showing damage done to the television, or documentation showing repair cost estimates for damage Clear Satellite did not discuss cause of damage over the phone, nor did Clear Satellite send any technicians back out to the home to assess the damage We received the initial document stating the damage done, and the assumption of responsibility After our investigation we denied their claim because of the time between installation, and the reported damage to the television In speaking with the installing technician, we were informed that the television was working when he left, and that the customer had not contacted him at any time about his television not working Our technicians do not carry magnets with them to complete installations, therefore that cannot be the cause of the alleged damage We are happy to provide a more thourough investigation on the damaged television to determine the cause, but we must receive the documentation requested to do so

We first attempted to contact Mrs*** on 10/17/at around 2:PM We were unable to reach her, so we left a message with our contact information requesting a call back Today, 10/20/we still had not heard back from the customer so we attempted a second time We were
unable to reach her so we left another message requesting to speak with her regarding her mother's account After waiting an hour we attempted a 3rd time, and we were finally able to speak with the customer's daughter We informed her that during the previous days we had been reviewing her mother's account, and the account set up What we found during that time was that we indeed sold her DirecTV service We were able to review a recorded welcome call completed with her mother where she verified everything on the account She verified that she was signing up for DirecTV, that it was a month agreement, the price, and stated that she had personally read, and accepted the terms of her agreement We also have signed paperwork for the account that shows the details of the agreement, including any cancellation fee that would be charged upon early termination As we sell our service to our customers we do not go into a home knowing everything about the customer We had no way of knowing the customer's medical history, and were in no way trying to take advantage of anyone We offered her mother a service that was accepted and signed for The contract that was signed does state that there is a fee for terminating the service prior to completing the agreed time frame By cancelling the service early, they became responsible for that fee Unfortunately there is nothing we can do

We have been able to speak with our customer regarding their concerns, and we have come to an agreement regarding compensation for her claims. Mrs*** has let us know that she is satisfied with the terms of this agreement, and did not have anything further for us at this time. We
have also provided any and all contact information for our Customer Support team in the event that our customer has any further questions or concerns regarding this claim

Complaint: ***
I am rejecting this response because: My big issue is the credit-$20.00. Why on earth would they think that my losing almost $from lost wages because of their mistakes can be pacified with $20.00??? Maybe I should take them to small claims court
BTW my fist name is ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have spoken directly with AT&T/DirecTV to resolve the issue; refund for error made by ClearSatellite being issued by DirecTV
Sincerely,
*** ***

Upon receiving this complaint we did a thorough investigation into the set up of Mrs***'s account The first step of this was pulling a recorded welcome call completed with all of our customers during the initial set up of their account Prior to installation we call the customer
to verify we have a working number, as well as the details of their agreement This call was completed on 03/11/with Mrs*** On this call she verified that she was signing up for DirecTV, and that it was a month agreement She also verified her promotional price of $for the DirecTV service She then asked our agent if she could cancel her service at any time if she was not satisfied, to which she responded yes She informed her that she could cancel when she chooses to At no point on that call did we promise that the customer could cancel her service without paying any fee Our customers may cancel at any time, but as per the contract they are asked to review and sign, there is an Early Termination Fee of $per month for the remaining amount of time on their agreement We did inform her, and she verified the length of months There was a Lease Agreement signed, that has a section detailing the Early Termination Fee The customer also verified that she had personally reviewed, and accepted the terms of her agreement We never made any promise regarding free termination of her service. Regarding the bundling portion of her complaint, the customer can bundle an existing account with AT&T We are more than happy to help her with any bundling concerns that she has in order to get those bills combined We can call AT&T with the customer, or explain the steps to complete that bundle We are available to help her with any needs regarding this matter

We originally received this claim internally on 3/4/2017. The customer was installed on 3/1/2017. On 3/4/our customer called in to inform us of the damage to his TV. We requested a damage claim form to be submitted by the customer to assess what happened, and determine if we are
responsible for any damage to customer property. The customer never submitted any pictures, or quotes for repair to their original TV. Before speaking to us to determine a resolution, they went ahead and purchased a brand-new TV. We received their complaint, and did our own investigation to determine a resolution for the customer. We determined that we were not responsible for the damage that occurred to their TV. When our installer left their home, their TV was working perfectly. We did not receive a call regarding damage for days after installation. There is no evidence that our technician caused any damage prior to leaving their homeWe never received a second claim for damage, however we did respond to the original complaint regarding their television. We were also able to review a recorded welcome call that was completed with the customer at the point of sale where they verified the details of their agreement with DirecTV. They verified the programming package, as well as the price that they would be paying for service on that recorded call. Now, we are more than willing to get a technician out to their home to perform a service call to determine repair due to the natural disaster that has taken place in TX. We feel that we can provide a service to the customer to ensure that their systems are working correctly after this unfortunate event. We have provided the customer with all contact information necessary for technical support required during signal loss, or regarding any questions or concerns they may have. We are more than happy to assist in those areas

We have been actively searching through our systems using all of the customer information provided, and at this time we have no record or account under the information we have been given We would be more than happy to speak with the customer to obtain any additional information needed to
locate, and delete them from our systems, and calling lists We apologize for any inconvenience

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
Sincerely,
*** ***

We have been actively attempting to contact Mr*** *** regarding his complaint We have made multiple attempts at reaching him via phone call to the number we have on file, which matches the number given in this document (###-###-####) Each of those calls were unsuccessful, however
we left our contact information in a voicemail requesting a call back On 2/14/at 1:PM it sounded like the customer answered the phone, and then hung up We are trying to determine what the customer claims was misinformed during the sales process During our investigation of this account, we were able to review a recorded welcome call with the customer where the details of their agreement are discussed and verified by the customer This includes the number of TV's we are setting up, the equipment they are receiving, the programming they are selecting, the price of the contract, how they will pay their bill, and at the end of that call we ask the customer if they have reviewed and accept the terms of their agreement During that recorded call, there was never any mention of pricing in the amounts of $100-$ The assumption for the additional cost would be that the customer is upgrading or changing equipment prior to installation If the customer chooses to do wireless equipment there will be a charge for the upgrade of that equipment Everything else was verified, and the customer did agree to the terms of the agreement Any changes made to the account after that call would indeed change pricing At this time the customer is refusing to answer or return our calls We have made more than attempts at contacting them with no reply We have no proof of any misrepresentation, or misinformation during the set up of this account We are more than happy to talk to the customer to clear up any concerns, or claims they have against our company Our contact information is left with the customer when they are set up for service, and in the multiple voicemail messages left for the customer