Clear Satellite, Inc

We were able to speak with our customer regarding their concern. Due to the customers right to cancel, we are refunding the amount charged for their processing fee. The customer was satisfied with this resolution, and has our contact information if they need any further
assistance

We were able to review the documentation we have for this customer from the date she was originally installed with DirecTV. We were able to review a recorded welcome call where the customer verified all of the details of her agreement for television. She verified her price, and
length of her contract for service. She was then transferred over to our bundling department where she was given price quotes and speeds for internet service. The internet was not set up at that time. The following morning an order was placed for internet at MB of speed for $30. The customer had provided all information necessary to make this order. We have been able to speak with Mrs*** regarding her service. At this time we have requested any documentation she has regarding any promise she has received from her sales representative. At t his time, we do not have any proof of those promises outside of what was detailed above. We will continue to work with Mrs*** to provide an acceptable solution to her concerns as she provides us with the documentation requested. At this time there are no further questions for us

We were able to speak with the customer regarding their complaint. We have come to an agreement regarding compensation for any charges that posted after cancellation of their Iron Shield Service Plan. The customer has our contact information in the vent that they need to speak to us any
further regarding the matter

The first record that we have showing contact with this customer was on 06/16/2016.  During this phone call Mrs. [redacted] informed us of her concerns.  As per standard, we reviewed all of the documentation that we have for this account.  When setting up a new service we record a...

welcome call where our customers have the opportunity to hear and verify all of the details pertaining to their agreement with DTV.  On that recorded welcome call Mrs. [redacted] verified that she was switching her service to DirecTV, and that she understood it was a 24 month agreement.  She also verified that she was responsible to cancel her previous provider, and cover any associated fees.  At the end of those calls we ask our customers if they have personally reviewed, and accept the terms of their agreement, to which she said yes.  Due to her verification of that information, we have nothing showing that we, or our representative promised to cover any fees associated with cancelling.  On 06/16/2016 Chad informed us that he had attempted to help her with the cancellation, however he was not able to because he did not have the correct security clearance on the customer's account.  We informed the customer of this, and told her that he would help walk her through the cancellation process, but he would not be able to complete it for her.  She insisted that he do it because he knew more about the service.  Unfortunately, that is not possible, as our representative is not authorized on her account to make any changes.  We informed the customer of the records we have pertaining to her service with DirecTV, and that nowhere in that record do we show a promise that we will cover any fee's associated with cancellation of her previous provider.  We do however have documentation of the customer verifying responsibility to cancel, and cover any associated fee's with her previous provider.   We are happy to help her contact her previous provider to complete the cancellation if that is what she would like us to do.

Complaint: [redacted]
I am rejecting this response because:I NEVER ordered 10 MB internet! I was told it would be faster than the 300 mb that I currently have. This was a major discussion of the deal because I work from home. The sales person even had her supervisor also come to my house to verify and he said it would be fiber optic cable and it would be faster than the 300 mb that I currently have. This is NOT the case. 10 mb is as fast as AT&T could offer. I cannot work from home with this so I switched back to Spectrum.  I have sent all texts between the sales person and myself discussing this. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Yes, he has my husbands name. Again, he asked for our names so that he would know who he was talking to. Why are you not able to retract something that was not authorized? Credit inquiries hurt our credit and we are trying to build our credit to get a home. 
Sincerely,
Majenica [redacted]

We were able to review this customer's paperwork to determine which service plan they signed up for when getting their DirecTV service.  We did find that the customer signed her paperwork that states that the service plan is $6.99 per month.  It does say that the charges will be monthly,...

it does not state that it lasts only 1 month.  We have attempted to call Mrs. [redacted] on 10/17 twice, 10/18, and again on 10/19 to discuss what happened with the charges in October.  We were unsuccessful in reaching her.  Each time we called we left a message with our contact information requesting a call back to discuss these charges.  We changed merchant accounts, and in order to receive coverage for her equipment we had to charge the monthly price for the months that were not charged during the change in merchant providers.  We wanted to discuss this with Mrs. [redacted], however she has not answered, nor responded to our calls.  Mrs. [redacted] signed paperwork stating that the service plan was explained to her, and that she accepted these charges per month.  We are happy to discuss these charges with our customer if they would like to speak to us.

We were informed of the correct phone number for Mrs. [redacted], and we were able to call and speak with her regarding compensation for the pricing discrepancy.  At this time the customer is satisfied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business indicated they would send me a check for $100. Have not yet received check. Will update once recieved
Sincerely,
[redacted]

Thank you for bringing this to our attention. We have reviewed the information related to the account and found that through an account verification by phone that the current price for the TV services was confirmed and agreed upon. We do not have any information regarding a discount that should be...

received or was agreed upon. We would like to help you out in any way we can, unfortunately everything on the account is what was verified over the phone which includes the monthly price as well as the 24 month lease agreement. This would also mean we would not be able to cover any associated fees upon termination of the service.

Our customer must have signed up for, and is double covered through our company, and through DirecTV as well.  Our company has our own protection plan that we offer to our customers when they sign up for new service.  Our coverage is a cheaper option we provide to our customers.  We are more than happy to send copies of any paperwork detailing their agreement for service to the customer, however we would like to verify the address or email address we are sending this to.  Please contact our Customer Service team at 877-901-1059, and we will be more than happy to assist you with your request.  We have made multiple attempts at contacting the customer to discuss this matter, however we cannot get through to them.  We are also unable to leave a voicemail because the mailbox is full.

We were able to speak with the customer regarding their concerns, and we were able to come to an agreement regarding compensation for the misunderstanding that came about when setting up their new service.  The customer was set up with advanced equipment, and due to credit ratings there was a...

charge to receive that equipment.  We have since spoken with the customer and informed them that they will be reimbursed for the amount they were charged for that equipment.  The customer is satisfied with the resolution.

Thank you for bringing this to our attention. We have waived the cancellation fee for you because you did call in before the 3 days ended. This has been confirmed to us by Directv. What we would like to do is call Directv with you so that you are able to confirm that change yourself and so we know...

that it has been applied. Please, let us know if you would like to do that. We apologize for any inconvenience this has caused.

Complaint: [redacted]
I am rejecting this response because:  The rep knew I was an existing customer, because he had my account pulled up on his computer and he was comparing prices with my current bill.I want them to compensate me the difference of what I agreed to pay and what I am being charged.  I can not cancel Direct TV without cancelling the bundle with ATT which will cost $660.00 per AT&T and Direct.Clear Satelite will not pay the total cost of the early cancellation fees and the $140.00 paid for a maintenance policy.
Sincerely,
[redacted]

On 3/13/2015 we received a damage claim from Ms. [redacted].  Her claim stated that our technician had damaged her roof when installing her service.  We sent her a form to fill out requesting that she send back pictures of the damage.  When we received that documentation we discussed a repair to the damage done to her roof.  Ms. [redacted] declined a repair, and stated she needed a complete roof replacement.  We informed her that we would contact the roofing company that provided her estimate, and also get an estimate from another company.  After further review we determined that we would cover the cost to replace the roof.  On 3/16/2015 we sent out a Full and Final agreement to settle the damage claim.  We informed Ms. [redacted] that once we received the signed document that we would issue a check.  On 4/3/2015 we still had not received the signed document, so we called our customer to check the status.  She informed us that she did not want a check cut until the repair was done, and they could not complete the work until June.  We informed [redacted] that we would cut a check directly to the company when the time came for us to do so as she had previously requested.  We received the signed agreement from Ms. [redacted] on 6/16/2015, and on 6/29/2015 we cut a check in the amount of $4,296.05 to cover her roof replacement cost.    On 8/20/2015 we received a second damage claim for the interior of the home.  This claim totaled $876.88.  We spoke with her on 9/2/2015 in order to make sure this estimate was accurate, and she informed us that it was only an estimate, and that she would call us back to give us an exact price quote.  On 11/3/2015 she called us again to inform us that this estimate was only to remove damaged sheet rock/material.  At that point [redacted] worked directly with our Vice President of Field Operations to resolve her claim.  The total on this estimate that was emailed to us was $943.88.    On 5/24/2016 we cut a check totaling $943.88 to cover the second claim she had sent us.  This check was cut directly to the company providing the repairs to her home.  We have been more than willing to work with Ms. [redacted] throughout this process, and have kept her informed as much as possible.

Thank you for bringing this to our attention. I apologize if you feel misled because it is not our intention. What we will need to go by is what was verified on the welcome call that was recorded and what has been written on the agreement paperwork. We have reviewed the recorded phone call and found...

that there was only mention of the referafriend discount. That price total was verified by you. If there was another price agreed to later we have no record of that. If you could email us a copy of your agreement paperwork so we can see what had been written on it we would be able to assist you better. You may email it to [redacted]@clearsattv.com.

6/16/2016 Mrs. [redacted] called into Clear Satellite to ask why her previous TV provider had not been cancelled yet.  That was the first record we have of her attempts at contacting us.   On that same day we sent texts to our sales representative to ask him about this concern.  He informed us that he would call the customer to walk her through cancelling her previous provider, but that he was not an authorized user on her account so he could not do it for her.  After many attempts we were informed that we had an incorrect phone number on 6/28/2016.  At this point the concern was escalated to our Customer Service supervisor.  The following day our supervisor reviewed a recorded welcome call completed with the customer at the point of sale.  On that call Mrs. [redacted] verified that she was signing up for a 24 month lease agreement with DirecTV.  She then verified that it was her responsibility to cancel her previous provider, and cover any associated fees.  The last question we ask on that call is if the customer has personally reviewed, and accept the terms of their agreement, to which she responded yes.  At this point the customer has verified her understanding, and responsibility for the cancellation.  On 6/29/2016 our supervisor did inform the customer of this.  We have no record of our sales representative making any promises regarding the cancellation, or contract with another company.  The only record we have regarding those things are of the customer verifying her responsibility in the matter.  On 6/29/2016 we gave our representative the correct number for the customer.  At that point he informed us that he did try calling but did not have the proper security clearance and the customer would have to do it.  On 6/30/2016 our Customer Service supervisor spoke with Mrs. [redacted] again, informing her once again of the recorded call where she verified her responsibility to cancel her previous provider and cover any associated fees.  She informed the customer that we had no record of any such promise from Chad, and that he was willing to help walk her through the cancellation process, but he never promised any cancellation coverage.  On 7/13/2016 Mrs. [redacted] did speak with one of our representatives still wanting to speak with Chad.  We forwarded the information on to Chad.  Again, there was no record of any of these promises, so we attempted to contact Chad to resolve the concern.  At any point during this process our customer could have called to ensure that her previous provider was cancelled, however she did not even when informed of her recorded script verifying her understanding of the cancellation.  There was never any discussion of her contract with Dish, only discussion regarding her responsibility to cancel when she switched to DirecTV.  We are more than happy to help the customer call Dish to cancel her service, however we did not make any promises to cover any such fee’s associated with cancellation.

We have reviewed our recorded calls and found that we did do a verification of the customer's Directv account information and along with that we verified that she would be responsible for canceling her former service as well as covering any associated fees. The sales...

representative had mentioned that he would help her cancel but not that he would pay the cancellation fees for her. After we were informed of the miscommunication, the sales representative offered to help pay $100 of the cancellation fee, but the customer declined the offer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have spoken with this customer regarding their concerns.  We did receive messages from the customer showing that they had spoken with their sales representative about the remaining balance.  Throughout those messages there was never any promise by our representative that he was going to...

cover the full amount of their early termination fee from Dish.  He did inform the customer that he would help them pay for the remaining balance.  Our representative offered to pay $125 of their termination fee to help them cover the amount as he said.  A request to cut a check in that amount was sent to our Finance team on 8/16, so the customer should receive the compensation within the next week. We have informed the customer of the status of this claim, and will follow up with them as needed to resolve their concerns.