Custom Cutting Inc

This customer signed up in December of She signed up as a new customer with new customer promotions New customer promotions at the time were free movie channels for days, free HBO for a year and a price lock for years However all promotions are subject to compliance on
the customers part When her services were shut off for non payment on February 18th, she lost all of her promotions Her services were again shut off for non payment on April 12th, It was after she lost the promotional benefits she has decided to contact Dish directly to complain about them However they explained to her why she lost them, but she did not accept their answer and proceeded the threaten them with Revdex.com complaints All of this is explained in the customers month agreement that they sign when they sign up for new servicesA copy of this was left with the customer when the technician left If she no longer has that, she can request another copy of it from Dish Network directly.We will not be waiving and early termination fees, nor will we be paying any fees on the customers behalf If she wishes to cancel her account, she may do so but by doing so she will be responsible for the early termination fee that Dish Network imposes upon her

I have attemp*** to contact Mrs. ***-*** several times I have left her several voicemail's asking her to return my phone call to resolve this situation.To explain the misunderstanding with DirecTV however, we are an authorized retailer for both Dish Network and DirecTV We
installed the customers DirecTV almost years agoThe customer was nearing the end of their DirecTV contract Whenever any customer contacts DirecTV or Dish Network to close their old account, they (Dish and Direct) will always tell the customer that they (the customer) was misled, scammed, etcThey will do this because they do not wish to lose a current customer to another provider This practice is standard across the industry regardless of who the provider is.Please have the customer contact me directly at ###-###-#### Thank you

To Whom It May Concern:The account in question is in Mrs*** *** name. Not ***'s name. When the sale was made, there was no mention from the customer about any impaired mental faculties or power of attorney's. On the day of the television installation, the customer had
the installer install the dish in a location that is against Dish Networks policies. This was not made clear to us until the installation had already been installed. The original installer that went out to install the Dish television was not certified and had no authority to state he could install wiring and a mount for the Dish-Net that was to be installed later. This was one of the reasons that he was terminated from the company. Mrs*** television account was credited with a referral to assist in the offset of the customers termination fee from their original account, this was made after the fact as we did not know about a early termination fee. Had we known about a early termination fee, we would not have taken on the new business. With regards to the antenna location and placement for the internet, the tech that installed that went back out and explained to the customer why the dish was mounted on the roof (this was for optimal line of sight, and that mounting to a telephone/utility pole is against Dish Net installation guidelines). We have also spoken to Mrs*** case worker on one occasion when *** attempted to drag her into the situation and she stated that their were no power of attorney on record and that Mrs*** was able to make decisions on her own. Several times we have spoken to *** and he has been extremely rude on the phone and unwilling to understand the situation. At one point he had made the claim that he was promised free movies as long as he had the service. At no point was this ever promised to him in writing or verbally. It was clearly explained that the promotion was for days. *** had at one point even went so far as to have his father sign up, only to have him cancel when we would not honor his request of free movies for the length of his service. *** was made clear of the limitations of satellite based internet services before he signed up. He insisted on having the service installed because his Frontier DSL service was too slow for him. When we could not give him unlimited data (something no satellite internet service can do), he made several threats towards our company citing his many connections. Since Mrs*** signed up, they have canceled their television service and have been assessed a early termination feeThis is something that we will not waive or compensate for as the customer was clearly made aware of everything before switching over. We pride ourselves on working with customers who have issues and concernsWe have always until this customer, been able to come to an agreement with the customers and assist them. These customers however are always able to remain calm and reasonable and work with us. ***, however has been nothing more than rude and belligerent and threatening each and every time he has contacted us. We feel that he is at this time attempting to threaten his way to get his own way. After reviewing the notes from the prior Dish Network account, it was noted by them how rude the customer was. Dish had stated that if there was a power of attorney for *** ***, then he could send it in, but he told them there was none. They stood by the early termination fee as fair and just and we are as well. At this time we consider this matter closed and will add Mrs*** *** and *** to the do not call list, and consider our business relationship with them done

We are trying to reach out to resolve the issue that you have.  We understand that you feel misled and for that we apologize. We had no knowledge of this sales reps actions.  We did take immediate action regarding this and I would like to let you know that the sales rep in question has been termina[redacted] from our company for his actions.  Moving forward we want to resolve your issues.  Our proposed resolution will have the removal of our equipment and re-install your old service and do this at no charge to you.  Please contact me so that we can discuss the details and make the necessary arrangement's.Thank you.[redacted] B.Manager###-###-####

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:No resolution to this has been offered or agreed upon therefore there is nothing for me to accept...hence the rejec[redacted] response.I have ONE missed call and voice mail message from the business which was left for me on 8/3. I too have returned this call. At no point during my initial discussion with the sales rep did he identify that he was calling from Precision Satellite...he identified himself as calling from Direct TV.  He also sta[redacted] that AT&T recently purchased Dish and that all three companies were the same.   
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]-[redacted]

Thank you for bringing this concern to our attention.  We value all of our customers and strive for the highest level of customer satisfaction.  To address your concern with regards to the merger of Dish Network and DirecTV.  We are an authorized provider for both Dish Network and...

DirecTV services as well as other Telco products (AT&T, Frontier, ViaSat, etc..). We will follow up with the sales representative and his manager in regards to being told the service providers had merged.  To be clear, they have not merged as a company.  They did however attempt to merge several years ago, however the FCC blocked the merger.  Thus they allow authorized retailers to sell and service both of their products under the same roof.  We are sorry to learn that she was still under any form of contract with her previous provider. As stated we will take care of that for her.  It is never our intention to have any customer feel like they were misled.  We as a company have several thousand happy customers.  We wish to resolve this matter in a amicable manner in any form to make Mrs. [redacted] happy. .  Someone from our office will reach out to Mrs. [redacted] to go over the details of this.  When we reach out to her, we will go over some options for her with regards to her service provider and to resolve her concerns.

Miss [redacted]Just as in any service provider when you do not pay your bill in a timely manner and your service is interrupted due to non-payment there are penalties involved.  Your bill was not just late, it had reached a point on at least 2 occasions where the service was interrupted.  This would be the case with either Dish Network or DirecTV. I am sorry that you feel otherwise.  With regards to disconnecting your service.  I noticed that your service currently has a past due balance of $295.92 and is in pending soft disconnect for non-payment. You would need to bring that balance current before disconnecting the services. After that is done, you can most certainly disconnect the services by contacting Dish directly to do so.  We are unable to facilitate that for you.  I have to advise you that by terminating services at this point will result in a early cancellation fee. This fee is a pro-rated amount at $20 per month left on your commitment. If you were to cancel services today your early cancellation fee would  be $420.00Alternatively you could bring your account current and ask politely (I stress this because it has been noted that you called in and were rude on the phone with customer service) if they will re-instate your new customer promotional credits.  By doing so it should resolve your billing frustrations.We understand the frustration of the entire situation and wish to help you in whatever way that we can.  If you call and bring your account current to a $0.00 balance we would be willing to reach out on your behalf and attempt to have your credits re-instated for you.  If that is something that you wish, by all means let us know.  If not and you still choose to move forward with closure of your account we will be sorry to see you go and the loss of your business.

We will remove the Dish Services from your home and collect your equipment and take care of closing the old account out.  Please be aware that someone from our office will be in contact with you to make these arrangements.  We will contact you by the end of the business day December 6th, 2016.  Thank you and we are sorry for the miscommunication with regards to the change of service.

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here: 1 do not want to be responsible for any pay off of any contract.  I want to go back to Direct.  In fact, they are coming out tomorrow to re-install their equipment.  I want Dish's equipment removed at no cost to me and I do not want to be responsible for the $480 they say I need to pay for the contract I signed under false information. ]
Regards,
[redacted]. [redacted]

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
I advise you listen to the call again and indicate where I was rude to any of your representatives. It is obvious your business practice deception to get new customers, then lie to state people are rude, please send call tags for the return of your boxes as I have decided to go back to DIRECTV. A trustworthy company.
Regards,
[redacted]