Clear Satellite, Inc

Complaint: [redacted]
I am rejecting this response because: I did speak with a representative  about this issue. I would just like it to be known that clear satellite reinbursed the 2 amounts of 6.99 that were charged in the same month.  They have also agreed to terminate the contract.  The paperwork said (month) not monthly.  Maybe the peperwork and salemen need to be a littl more clear....along with billing coming out the same day each month. I do appreciate Clear Satellite for listening and working with me to solve the issue.
Sincerely,
[redacted]

We were finally able to reach our customer to discuss their concerns.  We found that the customer had paid a processing fee to the company, and cancelled prior to their installation.  We were able to refund the amount paid because they had not activated their service, and the customer informed us they were satisfied with the resolution.

We were able to review the customer's account including paperwork, as well as a recorded phone call.  We found on that call that the customer did verify that she was switching service to DirecTV.  Our customer also verified that she was responsible to cancel her previous provider....

 There was never any indication on that call that we promised a bundle with Mediacom, nor was there any indication on our paperwork of this promise.  We were able to speak with the customer on 08/01/2016 where our sales representative made an offer to cover a portion of the cost to cancel her previous provider as a resolution to her complaints.  At that point we were under the impression that the customer was satisfied and did not have any further questions.

Complaint: [redacted]
I am rejecting this response because:I gave my name because the rep asked for it, so that he would know who he was speaking with. I told the rep that I was not getting service. As far as my address, it is listed on my house for everyone to see. That doesn't mean that I'm giving permission for a credit check. I told the rep that we didn't want service. He should not have ran the check. 
Sincerely,
Majenica [redacted]

Complaint: [redacted]I am rejecting this response because: Clear Satellite's own manager told my wife that the technician must have had something magnetic that caused the old TV to malfunction, or resulted in it's termination.  I'm concerned about the lies that were told to me at my front door, and in my home.  If those people hadn't lied to me, I would have NEVER become their customer in the first place, and then all that followed would be non existent. See the attachments that I downloaded from the internet.  I want punitive damages or I will take this to court.  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  it was the salesman who came to my house who said he would call Mediacom and cancel my service and he said I could bundle with Mediacom internet and phone and that conversation is not recorded anywhere.  It should be recorded on Clear Satellite's end that supervisor, Ethan, called me (I have it saved on my voicemail) saying he had talked to the sales rep who came to my house and that sales rep agreed to pay at least up to 1/2 of my cancellation fee with Mediacom (why would he say that if he hadn't told me that he would call and cancel).  But that sales rep would never return my calls when I tried to call him.  Ethan also said he had talked to Direct TV after being transferred around and found out that I could bundle with Mediacom internet and phone.  This is also on the voicemail that I saved.  But when I called the number he gave me, I was told I couldn't bundle.  I also do not remember when I talked to Direct TV saying I would cancel my Mediacom because the sales rep told me twice when he was at my house that he would take care of that.  I also have a note written by him saying to call me after Direct TV installed and he would help me get the boxes from Mediacom that I needed to return their equipment.  
Sincerely,
[redacted]

We have been actively attempting to contact our customer regarding their concerns, however unfortunately at this time we have not been able to reach them.  We have left the customer with our contact information, and will continue our attempts to contact them to discuss a resolution.

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.

We have made multiple attempts at contacting our customer, however unfortunately we have not been able to reach them.  We attempted using the number provided in the complaint which directed us to the number we have on file for their DirecTV account.  We made attempts to contact them...

multiple times on separate dates, reaching a voicemail that was full and could not receive any messages.  We did however review the paperwork that our customer signed agreeing to the $6.99 charge they are receiving.  This charge is for a warranty on their DirecTV equipment that they are leasing in their home.  The paperwork they signed is very detailed explaining what they were signing up for.  We are happy to explain this further should the customer have any more questions regarding the charge.  We can be reached at 877-901-1059, or [email protected]

Thank you for bringing this to our attention. At Clear Satellite we strive to provide our customers with the best experience involving our sales representatives and technicians. All of our employees receive the proper training to have the knowledge needed to articulate the terms of signing up for...

the Directv service. We apologize for any miscommunication our sales representative might have caused and we will ensure that further training is conducted regarding the proper authorization of credit checks. All of our sales representatives are individually contracted and information that they receive from each customer is given voluntarily and if given to the representative it is under the assumption that they would like to see if they qualify for the Directv service. Which qualification process would include a credit check. We do have information stating that the name (Majenica), phone number, address, as well as another name was given voluntarily to our employee. Based on the amount of information received it appears that they were inquiring about getting the service or checking if they qualify for the service. Again, I apologize for any miscommunication and for any misrepresentation of Clear Satellite. At this time the credit check cannot be retracted.

Complaint: [redacted]
I am rejecting this response because:Unfortunately, if the VP of Operations has been in fact returning my calls or emails then I would have not had to take such actions.  I'm extremely disappointed in the fact that almost a year later I still have my home destroyed and unfinished.  There have been two claims that I have been unsuccessful in settling: mitigation and the reconstruction. On May 23,2016 I received a phone call from Rockefeller's Construction advising that the mitigation fee had not yet been paid and that if not received by May 30, 2016 I would be sent to collections, please note that the company came out in November 2015 to preform the mitigation as approved by Clayton C[redacted] and provided the estimates for the reconstruction.  It took me TWO FULL days to actually speak with a representative from Clear Satellite to resolve the matter when I was "promised and assured" the mitigation would be paid as Clayton approved the repairs by your VP of Operations, Derek, back on November 25,2015 during the mitigation.  On November 5, 2015 I received the first estimate for the reconstruction from Rockefeller's Construction in the amount of $11,385 and forwarded it immediately to Derek to review.    On January 22, 2016 I received a second estimate for the reconstruction from Steammatics and forwarded it immediately to Derek who advised he would pass it on to their insurance company.  That was the last time I've heard from Derek or received any communication back.  Please see the attachments for the estimates that I have recieved and forwarded to your company numerous times to settle this matter.  I simply want to fully and finally be done and have my home repaired so I can have my garage and master closet livable.   I've had to move all my close into my guest room and have been extremely patience but no longer can live like this in my own home.  [redacted] ###-###-####   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told Dish TV and Direct TV were affiliated but not the same company. I was NEVER informed that I would have an outstanding bill to Dish TV for $250.
Sincerely,
[redacted]

We were able to contact this customer regarding her complaint.  We were able to address her concerns, and we have come to an agreement regarding compensation for any discrepancies that occurred at the point of sale.  We are under the impression that the customer is satisfied with this...

resolution, and does not have anything further for us at this time. She does have our contact information, in the event that she needs to speak with us any further.

Complaint: [redacted]
I am rejecting this response because: I have not been getting phone calls or messages maybe an incorrect phone number my number is  [redacted]
Sincerely,
[redacted]

I understand what you mean and we will make sure that we speak with our representative to ensure he is explaining that it is a credit check. I apologize that there was this miscommunication. It also looks like another name was given to the sales representative, as we have this noted on the information as well. But at this point the credit verification cannot be retracted. We will talk with the sales representative's manager and make sure that he is using information that he receives appropriately and with consent from that person on every credit check. This is already the policy with Clear Satellite, but we will do a follow up training with him. Again, I apologize if this misrepresented our company because it is not our standard that we hold with anyone who has interacted with us to misuse any information. I hope that this has addressed your concerns.

We have been actively attempting to contact this customer since we first received news of their concerns.  We attempted to contact them on 7/14 and were unsuccessful.  We were able to speak with them on 7/15 to discuss a resolution for their complaint.  We found that AT&T internet...

was not available in their area, however we offered another internet service in place of the AT&T service.  At that point we informed the customer that we would have one of our agents give them a call to set up that service.  We attempted to contact them on 7/18 at 2 different times that day, leaving a message for them because we could not get through.  On 7/19 we were able to speak with the customer again, informing them once more of what was available for internet service.  Our bundling agent had left for the day, so we informed them that we would call them the following morning.  Finally, after failed attempts to reach the customer we were able to speak with her today 7/25 to discuss her concerns.  She informed us that she has since cancelled her service, and that she would call us again if she had any further questions or concerns.  We apologized for any misunderstanding, and the customer did not need anything else from us at this time.

The only way to retract the credit check would be through contacting Equifax who is the credit bureau that Directv uses for the qualification process. You should be able to call their number to dispute the credit check. Here is the information to contact them that is found on their website: www.equifax.comMail
Equifax Information Services, LLC.
P.O. Box 740256
Atlanta, GA 30348
Phone
[redacted]I hope this helps. Let me know if you need anything else.Thank you

As we have reviewed the customer's account we found that the first contact we had with them was on 11/4/15.  On this date our Customer Service team ran a few system troubleshooting options to fix the customer's claim.  The issue was fixed on that date, and the customer did not have any...

questions for us.  On 11/19/15 we called again to do a satisfaction survey with the customer, nothing was mentioned about their concerns on that call.  It was not until 9/20/2016, more than a year after the customer was installed that they called back in again with their concerns.  We have no record of their complaints prior to this time.  Our company has areas where we spend the summer months selling our service.  After those months are over our technicians are no longer in the areas, as they go home to their families.  At this point if the customer needs a technician to come out to their home they would have to go through DirecTV directly as they have technicians all over the nation.  We do offer our customers a service plan, as a coverage in the event that something breaks, or they need a technician to go out to their home.  If the customer opts into that plan then the charge is covered.  The [redacted]'s declined that service plan, and signed paperwork that states that they are responsible for the loss of, damage to, or the entire cost of any necessary service, or repair of their receiving equipment.