We were informed of the correct phone number for Mrs***, and we were able to call and speak with her regarding compensation for the pricing discrepancy At this time the customer is satisfied
Complaint: [redacted] I am rejecting this response because:I NEVER ordered MB internet! I was told it would be faster than the mb that I currently haveThis was a major discussion of the deal because I work from homeThe 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 mb that I currently haveThis is NOT the casemb is as fast as AT&T could offerI 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: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 reconstructionOn May 23,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, I would be sent to collections, please note that the company came out in November 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,during the mitigation On November 5, I received the first estimate for the reconstruction from Rockefeller's Construction in the amount of $11,and forwarded it immediately to Derek to review On January 22, 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]
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
Complaint: [redacted] I am rejecting this response because: I was told Dish TV and Direct TV were affiliated but not the same companyI was NEVER informed that I would have an outstanding bill to Dish TV for $ Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did speak with a representative about this issueI would just like it to be known that clear satellite reinbursed the amounts of 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 monthI do appreciate Clear Satellite for listening and working with me to solve the issue Sincerely, [redacted] ***
We have been actively attempting to contact this customer since we first received news of their concerns We attempted to contact them on 7/and were unsuccessful We were able to speak with them on 7/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/at different times that day, leaving a message for them because we could not get through On 7/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/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
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
Thank you for bringing this to our attentionAt Clear Satellite we strive to provide our customers with the best experience involving our sales representatives and techniciansAll of our employees receive the proper training to have the knowledge needed to articulate the terms of signing up for the Directv serviceWe 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 checksAll 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 serviceWhich qualification process would include a credit checkWe do have information stating that the name (Majenica), phone number, address, as well as another name was given voluntarily to our employeeBased on the amount of information received it appears that they were inquiring about getting the service or checking if they qualify for the serviceAgain, I apologize for any miscommunication and for any misrepresentation of Clear SatelliteAt this time the credit check cannot be retracted
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/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
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
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 $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]
As we have reviewed the customer's account we found that the first contact we had with them was on 11/4/ 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/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 ***'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
On 3/13/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/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/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/we cut a check in the amount of $4,to cover her roof replacement cost On 8/20/we received a second damage claim for the interior of the home This claim totaled $ We spoke with her on 9/2/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/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 $ On 5/24/we cut a check totaling $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 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 feesThe sales representative had mentioned that he would help her cancel but not that he would pay the cancellation fees for herAfter we were informed of the miscommunication, the sales representative offered to help pay $of the cancellation fee, but the customer declined the offer
Thank you for bringing this to our attentionI apologize if you feel misled because it is not our intentionWhat 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 paperworkWe have reviewed the recorded phone call and found that there was only mention of the referafriend discountThat price total was verified by youIf there was another price agreed to later we have no record of thatIf 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 betterYou may email it to [redacted] @clearsattv.com
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.
Thank you for bringing this to our attentionWe have waived the cancellation fee for you because you did call in before the days endedThis has been confirmed to us by DirectvWhat 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 appliedPlease, let us know if you would like to do thatWe apologize for any inconvenience this has caused
Thank you for bringing this to our attentionWe 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 uponWe do not have any information regarding a discount that should be received or was agreed uponWe 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 month lease agreementThis would also mean we would not be able to cover any associated fees upon termination of the service
6/16/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/ 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 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/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/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/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/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 were informed of the correct phone number for Mrs***, and we were able to call and speak with her regarding compensation for the pricing discrepancy At this time the customer is satisfied
Complaint: [redacted] I am rejecting this response because:I NEVER ordered MB internet! I was told it would be faster than the mb that I currently haveThis was a major discussion of the deal because I work from homeThe 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 mb that I currently haveThis is NOT the casemb is as fast as AT&T could offerI 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: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 reconstructionOn May 23,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, I would be sent to collections, please note that the company came out in November 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,during the mitigation On November 5, I received the first estimate for the reconstruction from Rockefeller's Construction in the amount of $11,and forwarded it immediately to Derek to review On January 22, 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]
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
Complaint: [redacted] I am rejecting this response because: I was told Dish TV and Direct TV were affiliated but not the same companyI was NEVER informed that I would have an outstanding bill to Dish TV for $ Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did speak with a representative about this issueI would just like it to be known that clear satellite reinbursed the amounts of 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 monthI do appreciate Clear Satellite for listening and working with me to solve the issue Sincerely, [redacted] ***
We have been actively attempting to contact this customer since we first received news of their concerns We attempted to contact them on 7/and were unsuccessful We were able to speak with them on 7/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/at different times that day, leaving a message for them because we could not get through On 7/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/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
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
Thank you for bringing this to our attentionAt Clear Satellite we strive to provide our customers with the best experience involving our sales representatives and techniciansAll of our employees receive the proper training to have the knowledge needed to articulate the terms of signing up for the Directv serviceWe 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 checksAll 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 serviceWhich qualification process would include a credit checkWe do have information stating that the name (Majenica), phone number, address, as well as another name was given voluntarily to our employeeBased on the amount of information received it appears that they were inquiring about getting the service or checking if they qualify for the serviceAgain, I apologize for any miscommunication and for any misrepresentation of Clear SatelliteAt this time the credit check cannot be retracted
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/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
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
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 $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]
As we have reviewed the customer's account we found that the first contact we had with them was on 11/4/ 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/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 ***'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
On 3/13/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/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/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/we cut a check in the amount of $4,to cover her roof replacement cost On 8/20/we received a second damage claim for the interior of the home This claim totaled $ We spoke with her on 9/2/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/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 $ On 5/24/we cut a check totaling $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 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 feesThe sales representative had mentioned that he would help her cancel but not that he would pay the cancellation fees for herAfter we were informed of the miscommunication, the sales representative offered to help pay $of the cancellation fee, but the customer declined the offer
Thank you for bringing this to our attentionI apologize if you feel misled because it is not our intentionWhat 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 paperworkWe have reviewed the recorded phone call and found that there was only mention of the referafriend discountThat price total was verified by youIf there was another price agreed to later we have no record of thatIf 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 betterYou may email it to [redacted] @clearsattv.com
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.
Thank you for bringing this to our attentionWe have waived the cancellation fee for you because you did call in before the days endedThis has been confirmed to us by DirectvWhat 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 appliedPlease, let us know if you would like to do thatWe apologize for any inconvenience this has caused
Thank you for bringing this to our attentionWe 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 uponWe do not have any information regarding a discount that should be received or was agreed uponWe 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 month lease agreementThis would also mean we would not be able to cover any associated fees upon termination of the service
6/16/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/ 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 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/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/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/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/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