Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePer the phone I received from them, they honored and resolved this matter, even before I got this email I am extremely happy with the outcome they provided Many thanks to the gentleman I spoke to in helping me in this matter, as it helps my family and shows excellent customer service Thank you again, *** ***
Sincerely,
*** ***
April 11, Ms*** *** *** *** *** *** ** ***
Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com You requested to be released from the 24-month commitment due to personal hardship When I spoke with you by telephone today, I agreed to release you from the 24-month agreementPlease return the receivers and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
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,
*** ***
I mainly wanted to let people know how they do bad business and I would not ever recommend dish to anyone
December 19, Ms*** *** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 14, 2016, we received your complaint, dated December 13, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on December 14, and 19, 2016, and I left three messages You indicated that you disconnected your account and paid the final service balance but the service was restartedYou disputed the balance due and requested that boxes for the return of the equipment be shipped A review of this account reveals that when you paid your final balance, the service was restartedI apologize for the inconvenience and I removed the $balance Boxes do not ship until the account is disconnectedOnce the service was disconnected, boxes were delivered on Monday, December 19, 2016, under *** tracking number *** If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 16,
Ms*** ***
XXX XXth *** #
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain you were told you would receive a $gift cardYou disputed the early termination fee and expressed concern with the customer service you received
I attempted to reach you at (XXX) XXX-XXXX on July 13, When I asked to speak with you, the call was terminatedOn this same date, I sent an email to ***@yahoo.com (enclosed)
A review of your account reveals that you established your service through Go Dish LLC, an independent retailerWe encourage you to contact this company directly at (XXX) XXX-XXXX regarding this request
Although the gift card was not offered by DISH Network, I made an exception and applied a $monthly credit for ten months to your account
As you are participating in the Digital Home Advantage (DHA) promotion with 24-month commitment, if the service is canceled prior to the promotional fulfillment date an early termination fee will be appliedI have enclosed a copy of your signed DHA agreement for your records
We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this, I'm fine with the 5$ credit a month and I think that you should not do business with go dish because they give your company a bad name
February 23, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and you were quoted a bundled rate of $plus tax including internet and phone through FrontierYou have been billed at a higher rate then you were quoted and your attempts to resolve this matter have been unsuccessfulYou requested that your early termination be waived so you may disconnect your account without penalty When we spoke today, I advised you that I reviewed your recorded sales call and confirmed that you were quoted a rated of $I also confirmed that you were billed corrected on the DISH Network side, but the Frontier charges are higher than you were quotedAs a courtesy, I agreed to waive your early termination fee and your service is scheduled to be disconnected on February 25, You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile I do not see the additional $5/month discount applied yet to my account, I trust that it will appear before my next statement is produced
Sincerely,
*** ***
February 25, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You indicated that when you established this account, you were told there were be no cost to add another receiverAfter the additional receiver was added to your account, you experienced technical issues with the TV in your living roomYou disputed the bill because of thisYou also mentioned that you did not receive a $Visa gift card This account was established under the Flex promotionThis is a pay-in-advance lease promotion that requires an upfront fee for a $activation fee and the first month of serviceThe use of a leased standard-definition receiver is includedHowever, additional charges for additional receivers and upgrades are determined by the equipment that the customer chooses and are due in advance A review of this account reveals that it was established online via a sales chatThe sales agent quoted the monthly price for an additional receiver, but not the upgrade feeHowever, a free upgrade was provided on December 16, Your billing is correctAdditional charges have appeared on the bill because of programming changes or because free programming offers expiredThe charges appeared on the bill but once the programming was removed, the charges were reversed Although there were no technical issues reported until January 24, 2016, a technician visit was scheduled for January 26, 2016, and you were provided two credits of $ A review of the sales chat on November 17, 2016, reveals that you did not mention or provide the offer code for the gift cardAfter the system was installed on November 18, 2016, you called to request a $gift card, but you told the agent that you did not provide it during the saleBecause the account was not activated with the specific offer code, you do not qualify to receive the gift card When I spoke with you by telephone today, I released you from the 24-month commitment and disconnected the serviceBoxes will ship for the return of the receivers and remotesPlease keep the returned tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Complaint: ***
I am rejecting this response because: the original call where it was agreed a service rep would come get my tria was when I called to transfer service from crescent to Omaha That is the call you need to listen to I had to cancel my internet service times before it finally happened The first time was when my service was transfered And yes ***, you did tell me dish doesn't Bill in advance and said you wouldn't give me my refund because it wasn't my money due back to me. Thanks
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/11/16) */
November 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 9, 2015, we received your complaint, dated November 6,
2015, filed with the Revdex.com
You mentioned the following concerns:
Service disconnection
Refund
New customer offers
Equipment removal
Customer service
You indicated that your service was not disconnected on October 31, 2015, as you requestedOur records show that since the call on this date was terminated, our agent was unable to provide the proper disconnection disclosuresAs a result, your service remained activeYour service was canceled on November 6, A refund check of $was mailed to your home on November 10, 2015, for the service charges that you paid after this date
You would like a refund for service after October 30, 2015, when you changed service providersWhen I spoke with you by phone on November 9, 2015, I advised you that I made an exception and backdated your service charges to October 30, I submitted a refund check of $Please allow two to three weeks for processing
You mentioned that you canceled your service because of our monthly costs and the advertised offer for new customersWe understand your concerns regarding the promotions that are only available to new subscribersAs you were a current subscriber and have taken part in one of these past promotions, we were unable to extend these new promotion offers to you
You stated that the satellite dish was relocated to the roof of your shed against your wishes and you requested that the satellite dish be removedTo address this matter, I scheduled an appointment for the satellite dish to be removedThe appointment was completed on November 12,
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr***: On January 20, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.comYou expressed concern that you were told that you had to make a $payment in order to keep your service from being interruptedYou made the payment, but your
service was interrupted two days laterYou said that you were not given the option to make a payment arrangementYou requested that we provide you with a payment extensionWhen we spoke, I explained that when you called in to make the $payment on January 13, 2016, we had received a return check from your bank for the previous payment of $58.67, which hadn’t posted to your accountOnce the return check posted, this resulted in your service being interruptedI informed you that due to you having a prepaid account, payment arrangements are not availableWe consider the balance of $to be accurateHowever, if you restore your account, the early termination fee will be waived and I offered to reapply your promotional creditsYou declined my offer as you said that you already have service through another providerIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 7, 2015, we received your complaint, dated August 6, 2015,
filed with the Revdex.com
You said that you were given incorrect information when you initiated a dishNET internet accountYou requested to have the dish removed from your roof
When we spoke, I advised you that I reviewed your calls and found that the salesperson provided you with correct informationWhen you asked him if the dish would be removed if the service did not work for you, he clarified that the technician would test the system before leaving and if it was found we could not provide service he would remove the systemAs you were receiving service, the technician left your system in placeIn addition, the salesperson advised you that the internet speed was not guaranteed and that the package which you selected would provide up to Mbps
You were also informed that once your work order was complete, you would be bound by the terms of the customer agreementDue to a system issue, however, your work order would not close in our system when the technician completed his installationAs such, your work order was cancelled without ever being activated
As a courtesy, I offered to reimburse you up to $for the removal of the dishAs I explained, without an active account or open new connect order, we are unable to create a work order
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Dave and he advised me, that once I get it removed, he will reimburse me up to $
He left me a voicemail to give me the fax number or email to send the receipt toSo I will be doing that when I get back in town next week
March 4, Mr*** *** *** *** ***, ** ***-*** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You did not accept my previous response indicating that we would not provide you with a copy of the sales callYou requested that the satellite dish be removed or you will throw away the equipmentYou also mentioned that the satellite dish was installed on your roof, even though you told the technician not to install it there Per our conversation on February 25, 2016, I informed you that the sales call on October 26, 2015, revealed that you were quoted a price of $which included the America’s Top Plus package and three TVsHowever, you chose to upgrade the programming package to the America’s Top and the sales agent quoted you a price of $plus tax for the America’s Top 200, which you acceptedThe sales agent did not offer you any free movie channelsHowever, when we spoke, I offered you one free month of two movie channels of your choice and you declined my offer Following our discussion, you downgraded your programming package to the America’s Top Plus and your monthly bill is now regularly priced at $However, you are receiving a $AutoPay credit and a $introductory savings credit, which reduces the price to $before tax Keep in mind that you currently receive the Protection Plan free for six monthsOnce this time frame ends, you will be billed the regular rate and your monthly service charges will increase by $ This account was established under the Digital Home Advantage (DHA) 24-month leased equipment agreement (copy enclosed)The Hopper and Joey receivers are required to be returned to DISH Network to avoid unreturned equipment feesWe will ship boxes for their return; please keep the return tracking numbers for your records We have no record that you refused the installation. I have enclosed a copy of your service agreement, which indicates that you accepted the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Enclosure cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** *** Tell us why here
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,
*** ***
August 31, Dear Mr: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com You requested to have your early termination fee (ETF) waived because of the loss of your local channelYou indicated that the
change is a violation of your contract I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed in the DHA agreement that we reserve the right to change programming, packages and pricesThe ETF remains valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
May 10, Ms*** ** *** ** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com You indicated that your credit card account was debited in the amount of $and that this DISH Network account is not yoursYou requested a refund When I spoke with you by telephone today, I informed you that when the account was established, that was the credit card information that was used to qualifyThe credit card that is used to qualify will be debited for the early termination fee and unreturned equipment feesThis is disclosed in the sales calls However, I made an exception and submitted a refund to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Tell us why here...October 21, 2016 Dear Ms***: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. A review of our
records indicates that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of our response for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-#### Enclosure
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,
*** ***
February 10, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear MsBarrett: On February 10, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You expressed concern that you were charged $for an unreturned smart card Our records reflect that the $fee was waived on January 29, If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Tell us why here
March 30, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.com You stated you experienced difficulty disconnecting your DISH Network serviceYour account was placed on DISH Pause while you completed your contractual commitmentHowever, DISH Pause ended in January Your service charges resumed and your account was disconnected on March 23, You claim that you’re being charged $in errorYou requested that this matter be resolved and the monies be refunded to you When we spoke on March 28, 2016, I agreed to resolve your account balance and I issued a refund for the $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePer the phone I received from them, they honored and resolved this matter, even before I got this email I am extremely happy with the outcome they provided Many thanks to the gentleman I spoke to in helping me in this matter, as it helps my family and shows excellent customer service Thank you again, *** ***
Sincerely,
*** ***
April 11, Ms*** *** *** *** *** *** ** ***
Re: Revdex.com Complaint # *** ***-*** Dear Ms***: On April 6, 2016, we received your complaint, dated April 5, 2016, filed with the Revdex.com You requested to be released from the 24-month commitment due to personal hardship When I spoke with you by telephone today, I agreed to release you from the 24-month agreementPlease return the receivers and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
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,
*** ***
I mainly wanted to let people know how they do bad business and I would not ever recommend dish to anyone
December 19, Ms*** *** *** *** *** *** ***, ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On December 14, 2016, we received your complaint, dated December 13, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at *** *** on December 14, and 19, 2016, and I left three messages You indicated that you disconnected your account and paid the final service balance but the service was restartedYou disputed the balance due and requested that boxes for the return of the equipment be shipped A review of this account reveals that when you paid your final balance, the service was restartedI apologize for the inconvenience and I removed the $balance Boxes do not ship until the account is disconnectedOnce the service was disconnected, boxes were delivered on Monday, December 19, 2016, under *** tracking number *** If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO *** ***
Initial Business Response /* (1000, 5, 2015/07/22) */
July 16,
Ms*** ***
XXX XXth *** #
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 13, 2015, we received your correspondence, dated July 10, 2015, filed
with the Revdex.com
You maintain you were told you would receive a $gift cardYou disputed the early termination fee and expressed concern with the customer service you received
I attempted to reach you at (XXX) XXX-XXXX on July 13, When I asked to speak with you, the call was terminatedOn this same date, I sent an email to ***@yahoo.com (enclosed)
A review of your account reveals that you established your service through Go Dish LLC, an independent retailerWe encourage you to contact this company directly at (XXX) XXX-XXXX regarding this request
Although the gift card was not offered by DISH Network, I made an exception and applied a $monthly credit for ten months to your account
As you are participating in the Digital Home Advantage (DHA) promotion with 24-month commitment, if the service is canceled prior to the promotional fulfillment date an early termination fee will be appliedI have enclosed a copy of your signed DHA agreement for your records
We regret any inconvenience you may have experiencedWe appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this, I'm fine with the 5$ credit a month and I think that you should not do business with go dish because they give your company a bad name
February 23, Mr*** *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Mr***: On February 19, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You stated that you recently purchased DISH Network service and you were quoted a bundled rate of $plus tax including internet and phone through FrontierYou have been billed at a higher rate then you were quoted and your attempts to resolve this matter have been unsuccessfulYou requested that your early termination be waived so you may disconnect your account without penalty When we spoke today, I advised you that I reviewed your recorded sales call and confirmed that you were quoted a rated of $I also confirmed that you were billed corrected on the DISH Network side, but the Frontier charges are higher than you were quotedAs a courtesy, I agreed to waive your early termination fee and your service is scheduled to be disconnected on February 25, You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** *** Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile I do not see the additional $5/month discount applied yet to my account, I trust that it will appear before my next statement is produced
Sincerely,
*** ***
February 25, Ms*** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On February 17, 2016, we received your complaint, dated February 16, 2016, filed with the Revdex.com You indicated that when you established this account, you were told there were be no cost to add another receiverAfter the additional receiver was added to your account, you experienced technical issues with the TV in your living roomYou disputed the bill because of thisYou also mentioned that you did not receive a $Visa gift card This account was established under the Flex promotionThis is a pay-in-advance lease promotion that requires an upfront fee for a $activation fee and the first month of serviceThe use of a leased standard-definition receiver is includedHowever, additional charges for additional receivers and upgrades are determined by the equipment that the customer chooses and are due in advance A review of this account reveals that it was established online via a sales chatThe sales agent quoted the monthly price for an additional receiver, but not the upgrade feeHowever, a free upgrade was provided on December 16, Your billing is correctAdditional charges have appeared on the bill because of programming changes or because free programming offers expiredThe charges appeared on the bill but once the programming was removed, the charges were reversed Although there were no technical issues reported until January 24, 2016, a technician visit was scheduled for January 26, 2016, and you were provided two credits of $ A review of the sales chat on November 17, 2016, reveals that you did not mention or provide the offer code for the gift cardAfter the system was installed on November 18, 2016, you called to request a $gift card, but you told the agent that you did not provide it during the saleBecause the account was not activated with the specific offer code, you do not qualify to receive the gift card When I spoke with you by telephone today, I released you from the 24-month commitment and disconnected the serviceBoxes will ship for the return of the receivers and remotesPlease keep the returned tracking numbers for your records If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** *** cc: Denver / Boulder Revdex.com *** *** *** *** ** *** *** ***
Complaint: ***
I am rejecting this response because: the original call where it was agreed a service rep would come get my tria was when I called to transfer service from crescent to Omaha That is the call you need to listen to I had to cancel my internet service times before it finally happened The first time was when my service was transfered And yes ***, you did tell me dish doesn't Bill in advance and said you wouldn't give me my refund because it wasn't my money due back to me. Thanks
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/11/16) */
November 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On November 9, 2015, we received your complaint, dated November 6,
2015, filed with the Revdex.com
You mentioned the following concerns:
Service disconnection
Refund
New customer offers
Equipment removal
Customer service
You indicated that your service was not disconnected on October 31, 2015, as you requestedOur records show that since the call on this date was terminated, our agent was unable to provide the proper disconnection disclosuresAs a result, your service remained activeYour service was canceled on November 6, A refund check of $was mailed to your home on November 10, 2015, for the service charges that you paid after this date
You would like a refund for service after October 30, 2015, when you changed service providersWhen I spoke with you by phone on November 9, 2015, I advised you that I made an exception and backdated your service charges to October 30, I submitted a refund check of $Please allow two to three weeks for processing
You mentioned that you canceled your service because of our monthly costs and the advertised offer for new customersWe understand your concerns regarding the promotions that are only available to new subscribersAs you were a current subscriber and have taken part in one of these past promotions, we were unable to extend these new promotion offers to you
You stated that the satellite dish was relocated to the roof of your shed against your wishes and you requested that the satellite dish be removedTo address this matter, I scheduled an appointment for the satellite dish to be removedThe appointment was completed on November 12,
You expressed dissatisfaction with the customer service that you received while you were attempting to resolve your concernsWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel
We strive to provide excellent service and regret that your experience was unfavorable
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday-Friday, 6:am - 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 8, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Mr***: On January 20, 2016, we received your complaint, dated January 15, 2016, filed with the Revdex.comYou expressed concern that you were told that you had to make a $payment in order to keep your service from being interruptedYou made the payment, but your
service was interrupted two days laterYou said that you were not given the option to make a payment arrangementYou requested that we provide you with a payment extensionWhen we spoke, I explained that when you called in to make the $payment on January 13, 2016, we had received a return check from your bank for the previous payment of $58.67, which hadn’t posted to your accountOnce the return check posted, this resulted in your service being interruptedI informed you that due to you having a prepaid account, payment arrangements are not availableWe consider the balance of $to be accurateHowever, if you restore your account, the early termination fee will be waived and I offered to reapply your promotional creditsYou declined my offer as you said that you already have service through another providerIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12,
*** *** ***
*** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear *** ***:
On August 7, 2015, we received your complaint, dated August 6, 2015,
filed with the Revdex.com
You said that you were given incorrect information when you initiated a dishNET internet accountYou requested to have the dish removed from your roof
When we spoke, I advised you that I reviewed your calls and found that the salesperson provided you with correct informationWhen you asked him if the dish would be removed if the service did not work for you, he clarified that the technician would test the system before leaving and if it was found we could not provide service he would remove the systemAs you were receiving service, the technician left your system in placeIn addition, the salesperson advised you that the internet speed was not guaranteed and that the package which you selected would provide up to Mbps
You were also informed that once your work order was complete, you would be bound by the terms of the customer agreementDue to a system issue, however, your work order would not close in our system when the technician completed his installationAs such, your work order was cancelled without ever being activated
As a courtesy, I offered to reimburse you up to $for the removal of the dishAs I explained, without an active account or open new connect order, we are unable to create a work order
We sincerely regret any inconvenience this issue may have caused
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: 6:am - 2:pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Dave and he advised me, that once I get it removed, he will reimburse me up to $
He left me a voicemail to give me the fax number or email to send the receipt toSo I will be doing that when I get back in town next week
March 4, Mr*** *** *** *** ***, ** ***-*** Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On March 4, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com You did not accept my previous response indicating that we would not provide you with a copy of the sales callYou requested that the satellite dish be removed or you will throw away the equipmentYou also mentioned that the satellite dish was installed on your roof, even though you told the technician not to install it there Per our conversation on February 25, 2016, I informed you that the sales call on October 26, 2015, revealed that you were quoted a price of $which included the America’s Top Plus package and three TVsHowever, you chose to upgrade the programming package to the America’s Top and the sales agent quoted you a price of $plus tax for the America’s Top 200, which you acceptedThe sales agent did not offer you any free movie channelsHowever, when we spoke, I offered you one free month of two movie channels of your choice and you declined my offer Following our discussion, you downgraded your programming package to the America’s Top Plus and your monthly bill is now regularly priced at $However, you are receiving a $AutoPay credit and a $introductory savings credit, which reduces the price to $before tax Keep in mind that you currently receive the Protection Plan free for six monthsOnce this time frame ends, you will be billed the regular rate and your monthly service charges will increase by $ This account was established under the Digital Home Advantage (DHA) 24-month leased equipment agreement (copy enclosed)The Hopper and Joey receivers are required to be returned to DISH Network to avoid unreturned equipment feesWe will ship boxes for their return; please keep the return tracking numbers for your records We have no record that you refused the installation. I have enclosed a copy of your service agreement, which indicates that you accepted the installation If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Enclosure cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** *** Tell us why here
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,
*** ***
August 31, Dear Mr: On August 26, 2016, we received your complaint, dated August 25, 2016, filed with the Revdex.com You requested to have your early termination fee (ETF) waived because of the loss of your local channelYou indicated that the
change is a violation of your contract I am happy to report that DISH Network has reached an agreement with Tribune Broadcasting and all Tribune channels have been restored We appreciate your patience and we thank you for your loyalty This account was activated under the Digital Home Advantage (DHA) 24-month agreementIt is disclosed in the DHA agreement that we reserve the right to change programming, packages and pricesThe ETF remains valid If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT ###-###-####
May 10, Ms*** ** *** ** *** *** ** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On May 5, 2016, we received your complaint, dated May 3, 2016, filed with the Revdex.com You indicated that your credit card account was debited in the amount of $and that this DISH Network account is not yoursYou requested a refund When I spoke with you by telephone today, I informed you that when the account was established, that was the credit card information that was used to qualifyThe credit card that is used to qualify will be debited for the early termination fee and unreturned equipment feesThis is disclosed in the sales calls However, I made an exception and submitted a refund to the credit card account ending in If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT *** ***
Tell us why here...October 21, 2016 Dear Ms***: On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. A review of our
records indicates that this issue was addressed through the Federal Communications Commission. Enclosed is a copy of our response for your records. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:am - 2:pm (MDT), Mon-Fri###-###-#### Enclosure
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,
*** ***
February 10, Ms*** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-*** Dear MsBarrett: On February 10, 2016, we received your rebuttal, dated January 29, 2016, filed with the Revdex.com You expressed concern that you were charged $for an unreturned smart card Our records reflect that the $fee was waived on January 29, If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Tell us why here
March 30, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # ***
***-*** Dear Ms***: On March 25, 2016, we received your correspondence, dated March 23, 2016, filed with the Revdex.com You stated you experienced difficulty disconnecting your DISH Network serviceYour account was placed on DISH Pause while you completed your contractual commitmentHowever, DISH Pause ended in January Your service charges resumed and your account was disconnected on March 23, You claim that you’re being charged $in errorYou requested that this matter be resolved and the monies be refunded to you When we spoke on March 28, 2016, I agreed to resolve your account balance and I issued a refund for the $You accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI *** ***