August 17, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You said that you disconnected your service due to the takedown of two of your local channels. You expressed...
concern regarding not being told that your programming is subject to change. When we spoke, I advised you that we do disclose at the point of sale that programming is subject to change. This is also stipulated in our contract agreement. In the interest of customer service, I agreed to waive your $260.00 early termination fee. Your new final balance is $25.69. You said that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...April 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your rebuttal, dated April 1, 2016, filed with the Revdex.com. You provided the dates you called us regarding technical issues. You request that we waive the early termination fee associated with your promotion. · 2/13/15 no call· 2/22/15 call on 2/21/15 Customer added a RCA converter that was causing static · 3/2/15 issues resolved TV was on incorrect input· 3/13/15 no calls· 3/22/15 called for credits · 6/4/15 no call· 8/5/15 no call· 8/12/15 no issue found · 12/2/15 no issues found· 12/13/15 issues resolved educated how to format screen· 1/6/16 no call· 2/4/16 called for credits· 2/12/16 acct was closed Your request is denied; however, my offer for a credit of $124.00 is still available. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]
Complaint: [redacted]
I am rejecting this response because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Their response is filled with errors. DISH did NOT accept any responsibility for the INCORRECT initial installation, that was the root cause for the loss of signal. When the "free" tech arrived, and he saw where DISH was installed, he blurted out "that will have to be moved." Also, I made more than one call. I indicated in the complaint, Dish rejected several calls with the recorded message "storms in your area." Their way of avoiding customer service. Also, I did NOT indicate that the signal issue was "cleared up" during the referenced phone call and that the issue was to be dropped. Also, let it be noted that DISH NEVER followed up to see if the signal issue was continuing or not. But then, a company would have to really care about their customers to do that. Though this "tech" (?), as I indicated in the complaint, did say during the call that since I had a picture, that the issue was cleared up. I kept asking the "tech" (?) if the signal strength was acceptable to Dish. He refused to answer the question by continually ignoring it. Also, I did NOT accept a "free" tech visit, I sent an e mail containing various transponders and the signal strength for each. I stated that if DISH found those acceptable, to state such. If not, then the ball was in DISH hands to what they deemed needed to be done. DISH made the decision on data provided by me to send a Tech out.Bottom line, Dish ought to do the right thing, admit that the installation tech (who no longer works for them) did an incorrect installation, which caused the problems, and refund $$ for not fulfilling their end of the contract with a correct installation and not providing all services/channels paid for. I very strongly suspect that this will never happen as DISH has neither shown a lot of accuracy in statements nor accepted responsibility for their sloppy installation. With that said, I consider this complaint closed and accept the Devil I chose for TV viewing.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were provided with the incorrect programming package. You were quoted a price of $54.00 per month but when you called back to change to the America's Top 120 package, the agent advised you that your monthly price was $58.14. You said that you were unaware that there was an additional fee for the second receiver. You disputed a bill for $103.00 and requested to be released from your 24-month commitment. You initiated your service through Infinity Sales Group, an independent retailer, under the Digital Home Advantage (DHA) 24-month commitment. I requested a review of the sales call. We charge an additional fee for each receiver beyond the first. Your first bill of $105.93 included the purchase of a $39.99 surge protector. When I spoke with you by telephone today, I advised you that since I was unable to locate your signed DHA agreement, I released you from your commitment and waived the early termination fee. Per your request, I disconnected your service and advised you to return the receivers and remotes to avoid unreturned equipment fees. Please 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 (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/10/02) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September...
18, 2015, filed with the Revdex.com.
You said that we told you that you didn't have a balance due; however, you have been receiving collection notices indicating that you owe $412.00. You requested that the balance be waived and for the debt to be removed from your credit bureau file.
When we spoke I informed you that the balance is from your bundled account with dishNET Wireline. The balance is $412.43 which consists of a $227.50 early termination fee and $184.93 for services rendered. I told you that I was able to have your early termination fee waived, but the remaining balance is valid.
I offered to have the debt removed from your credit bureau file once the balance of $184.93 was paid. You agreed to my offer and made your final payment of $184.93. It may take up to eight weeks for the debt to be removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish was very fair in handling my case. I am, however, adamant that I did not receive any collection notices regarding this bill, or I would have handled it at that time since my credit is very important to me. I am assuming it either went to the wrong PO Box or my old address where the service had been connected. I have no idea.
[redacted]
[redacted] Dear Mr. [redacted]: On May 2, 2017, we received your complaint, dated May 1, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 11 and 15, 2017, and I left three messages. I also sent an email to you at [redacted] with a request to contact me. You indicated that you have spent hours on the phone requesting a refund for $25.46, but you have not received it. A review of this account reveals that the only request for a refund was on April 16, 2017, through an email. The refund was issued on May 8, 2017, to your credit card account ending in [redacted]. I apologize for the delay. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
I do not accept the response as the rep clearly states my bill should have been $89, with that being said please explain WHY I have never received a bill less then $120......? I have moved on to Direct TV better programming and indeed my bill has been $79.83 for the exact programming and equipment! I was provided a $50 credit on my first bill due to a technician with Dish Network coming into my home and cursing at me because I refused to my his surge protector not for any other reason. Yes my bill was paid partial every month because I never budgeted to be lied to and take advantage of at over $120 per month for sub standard television service horrible customer service. You have some nerve saying I was provided with premium movie channels free for 3 months well so is every other customer when signing up for service! What A JOKE! Please review the sales call where I reconnected service and was ever told that the special pricing or so called special pricing had been forfeit??????? This is the absolute WORST company horrible business practices! I would be ashamed to lie to people all day for a measly $10 an HR! I have terms for a lawsuit and will proceed if this is not released with no debt!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Tell us why here...September 28, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You expressed concern regarding the cost to have your satellite dish removed. You feel that the...
entire satellite dish should be removed, including the mast that you were told would be left behind. You also have concerns about your roof leaking in the future due to the installation of the satellite dish. You asked that we remove your satellite dish at no cost, including the mast. When we spoke, I informed you that we charge $95.00 to have the satellite dish removed. We don’t request that it be returned, as we consider it to be a permanent fixture. When we remove the satellite dish we leave the mast behind, as this will help with leak prevention. You told me that you will be removing the satellite dish yourself and you will leave the mast. I advised you that we will investigate any damage claim brought to our attention for an installation that we completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: It is not true that a technician was sent to my house to fix it. If there was I will not end up with this cancellation. I can submit my phone for retrieval of messages to check when they called me because there was none. I was the one who called them to help me but the problem was not fixed over the phone for 2 hours and they refused to send me a technician. No technician came to my house for 5 days until this cancellation. I would not want to go thru this hassle if I was treated like a valued customer. BUt I was rejected. They did not want to fix their mess. Therefore, I am not obligated to pay any cancellation fee because there was no services being afforded to me. I hope that this is clear to you now. You did not provide me with services for 5 days.!!!!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business responded promptly and professionally. I would recommend them to others as they have restored my faith in their business.
[redacted]
Initial Business Response /* (1000, 10, 2015/11/16) */
November 9, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your correspondence, dated November 6, 2015, filed...
with the Revdex.com.
You said you have no service. You maintain that when you call DISH Network, the same individual answers the calls and you are unable to receive assistance.
When our customers experience technical issues or express any other concerns, we ask that they contact DISH Network at X-XXX-XXX-XXXX to speak with our agents directly for assistance. You called on August 25, 2015; however, the call was dropped. We have no record that you reported concerns after that date until we received your correspondence.
When we spoke today, you informed me that you called numbers in the phone book but you were unable to receive assistance. You advised me that you have disconnected the equipment and have not had service since.
Your account was disconnected due to nonpayment on October 23, 2015. I removed the programming balance of $71.49 from your account. You accepted this resolution.
I also submitted a check refund of $99.10. Please allow three weeks for processing and mailing. This refund is for the last payment made for service.
In addition, I waived your early termination and return shipping fees. You agreed to return the leased equipment. A return box with label will be delivered to your home by UPS.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
June 14, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com. You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated charges. After you did this, prorated charges were applied to your account and you requested that they be removed. In addition, you expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $29.00 credit to your account to offset the $9.16 prorated charges. You are billed for service from the 15th of each month to the 14th of the following month. To avoid prorated charges, programming must be changed on the 14th of the month. Keep in mind that your bill will cycle before the changes are reflected. I apologize for the customer service you received. We strive to provide excellent service, and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Complaint: [redacted]
I am rejecting this response because: I have had nothing but issues with dish from the moment, accepted the contract. I have received a few credits not nearly as much as I should. I received half a bill for the last issue when tech support came out, which should have been more for all the inconvenience that I have had. Now I'm having issues with 2 of the remote controls not working properly. I hope my issues can be resolved, so I can experience awesome satellite TV from Dish.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You indicated that if your receiver is turned off on a G-rated channel, when you turn your receiver back on, it is on a different channel with MA content. You would like this issue fixed or to be released from your term commitment. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. Your service was activated on August 18, 2015, with a 24-month commitment. The Hopper with Sling receiver on your account is programmed to turn on to the most popular channel that was viewed on it. As this is an equipment feature, there is no alternative to disable or change this option. Our records show that your concerns were addressed on June 22, 2016, by Ms. [redacted] from our Executive Escalations Team. Although Ms. [redacted] offered to exchange the equipment for a receiver that does not have this feature, she also waived your term commitment. You opted to disconnect your service on June 24, 2016. Please note that your account will be left with a zero balance. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Thank you for the email message. Unfortunately, I do not understand the outcome. Did you receive a response back from the Business (Dish)? Please update me with next steps.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
May 21, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 14, 2015, we received your correspondence, dated May 13, 2015, filed...
with the Revdex.com.
You said you canceled your service in March 2015 and you expressed concern with the refund processing time frame.
Our records reveal that refund check number [redacted] was mailed to your address on May 15, 2015.
When we corresponded via email on May 20, 2015, you advised me that you have received the refund check.
We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received refund check
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were billed for a year of DISH Network service when you did not have the service. When I contacted you by telephone today, you were unable to discuss this issue. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution. A review of this account reveals that since March 26, 2015, it was placed on nine months of DISH Pause. The pause expired on December 28, 2015, and the service was automatically restarted. During the nine months of DISH Pause, you were not charged for service. You were only charged the $5.00 monthly DISH Pause fee during that time. Because of the $79.01 payment that you made on April 13, 2015, the charges for those months were covered. You were only charged for service from December 28, 2015, to February 10, 2016. I removed the balance of $47.22. Additionally, I submitted a refund for $60.54. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Dish honored what their Customer Service representative stated. They also came to a fair resolution on offering new equipment - however, it did come with a 24 month commitment. They were up front about this commitment.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 21, 2015
[redacted]
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 11, 2015, we received your complaint,...
dated August 10, 2015, filed with the Revdex.com.
You indicated that your DISH Network receiver has not been working and that when you requested a replacement, one was sent to you through UPS but it was not delivered. As a result, you are unable to use your service and you asked to have your service disconnected without an early termination fee (ETF).
When I spoke with you on August 19, 2015, I explained to you that we have been sending the receiver through UPS but they have returned it to DISH Network stating that the address is incorrect. I also advised you that I have made an exception and reduced your ETF to $99.00 if you decide to disconnect your service. I provided you with other options to get you a new receiver and you stated that you will contact me with a decision.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SI estoy de acuerdo con lo pactado por el Sr. Carlos Barben de pagar la cantidad de $ 99.99 para dejar sin efecto el contrato con DISH,este me dejo saber que si yo pagaba esa cantidad era lo unico que ellos me iban a facturar y debitarlo de mi cuenta bancaria,hasta aqui todo estaba bien pero luego recibi una factura por la cantidad de $64.98 por el mes de 24 agosto 2015,cuando para agosto 3 2015 le hce un pago de $ 11.95 del mes al cual se le habian hecho ajustes por no tener servicio,si pague el mes de renta en agosto por que tengo que volver a pagar si se me susupendio el servicio tan pronto hable con el Sr.Carlos no ceo que yo tenga que pagar esa mensualidad por que ya pague,ademas yo quede con este Sr.Carlos no se me iba a facturar mas.Deseo se investigue eta situacion tambien.Estoy en espera de la caja que supuestamente se me iba a enviar por ups para devolucion del equipo que al dia de hoy 28 de agosto no la he recibido.Espero todo se pueda aclarar y muchas gracias por su intervencion
Final Business Response /* (4000, 19, 2015/09/29) */
September 22, 2015
[redacted]
[redacted] XXXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You stated that you have not received the packaging materials to return the leased DISH Network equipment and mentioned that you spoke with the UPS manager of the store near your house who gave you his email address to use for the labels, but you have not received anything.
When I spoke with you today, you confirmed that you had received the packaging materials, sent back the equipment and you consider this case closed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 26, 2015/09/30) */
Muchas gracias por su ayuda,caso se reslvio satiafactoriamente llgue a un acuerdo con Dish.Me fuero enviadas las cajas para devolver el equipo y estas fuero devultas y recibi recibo cancelacion de la devoluccion.
A ustedes muchas gracias por el excelente trabajo y por haberme ayudado a resolver mi problemas,Dios les bendiga por lo que hacen por la Humanidad desventajada como los ancianos como yo.Mil gracias.
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern that you were enrolled in a new 24-month commitment when your system needed to be upgraded and you were told it would not include a 24-month agreement. You signed the technician’s electronic pad agreeing to the installation, and you subsequently received an emailed copy of an agreement. When I spoke with you by telephone today, I apologized that you were presented with the agreement, and for the confusion. Please note that the system upgrade does not include a 24-month agreement and your account does not reflect that you are under any commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
August 17, 2016 Dear Mr. [redacted]: On August 15, 2016, we received your complaint, dated August 11, 2016, filed with the Revdex.com. You said that you disconnected your service due to the takedown of two of your local channels. You expressed...
concern regarding not being told that your programming is subject to change. When we spoke, I advised you that we do disclose at the point of sale that programming is subject to change. This is also stipulated in our contract agreement. In the interest of customer service, I agreed to waive your $260.00 early termination fee. Your new final balance is $25.69. You said that you are satisfied with the resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Tell us why here...April 12, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On April 7, 2016, we received your rebuttal, dated April 1, 2016, filed with the Revdex.com. You provided the dates you called us regarding technical issues. You request that we waive the early termination fee associated with your promotion. · 2/13/15 no call· 2/22/15 call on 2/21/15 Customer added a RCA converter that was causing static · 3/2/15 issues resolved TV was on incorrect input· 3/13/15 no calls· 3/22/15 called for credits · 6/4/15 no call· 8/5/15 no call· 8/12/15 no issue found · 12/2/15 no issues found· 12/13/15 issues resolved educated how to format screen· 1/6/16 no call· 2/4/16 called for credits· 2/12/16 acct was closed Your request is denied; however, my offer for a credit of $124.00 is still available. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT[redacted]
Complaint: [redacted]
I am rejecting this response because: Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. Their response is filled with errors. DISH did NOT accept any responsibility for the INCORRECT initial installation, that was the root cause for the loss of signal. When the "free" tech arrived, and he saw where DISH was installed, he blurted out "that will have to be moved." Also, I made more than one call. I indicated in the complaint, Dish rejected several calls with the recorded message "storms in your area." Their way of avoiding customer service. Also, I did NOT indicate that the signal issue was "cleared up" during the referenced phone call and that the issue was to be dropped. Also, let it be noted that DISH NEVER followed up to see if the signal issue was continuing or not. But then, a company would have to really care about their customers to do that. Though this "tech" (?), as I indicated in the complaint, did say during the call that since I had a picture, that the issue was cleared up. I kept asking the "tech" (?) if the signal strength was acceptable to Dish. He refused to answer the question by continually ignoring it. Also, I did NOT accept a "free" tech visit, I sent an e mail containing various transponders and the signal strength for each. I stated that if DISH found those acceptable, to state such. If not, then the ball was in DISH hands to what they deemed needed to be done. DISH made the decision on data provided by me to send a Tech out.Bottom line, Dish ought to do the right thing, admit that the installation tech (who no longer works for them) did an incorrect installation, which caused the problems, and refund $$ for not fulfilling their end of the contract with a correct installation and not providing all services/channels paid for. I very strongly suspect that this will never happen as DISH has neither shown a lot of accuracy in statements nor accepted responsibility for their sloppy installation. With that said, I consider this complaint closed and accept the Devil I chose for TV viewing.
Sincerely,
[redacted]
February 15, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your complaint, dated January 27, 2018, filed with the Revdex.com. You indicated that when you signed up for DISH Network service, you were provided with the incorrect programming package. You were quoted a price of $54.00 per month but when you called back to change to the America's Top 120 package, the agent advised you that your monthly price was $58.14. You said that you were unaware that there was an additional fee for the second receiver. You disputed a bill for $103.00 and requested to be released from your 24-month commitment. You initiated your service through Infinity Sales Group, an independent retailer, under the Digital Home Advantage (DHA) 24-month commitment. I requested a review of the sales call. We charge an additional fee for each receiver beyond the first. Your first bill of $105.93 included the purchase of a $39.99 surge protector. When I spoke with you by telephone today, I advised you that since I was unable to locate your signed DHA agreement, I released you from your commitment and waived the early termination fee. Per your request, I disconnected your service and advised you to return the receivers and remotes to avoid unreturned equipment fees. Please 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 (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/10/02) */
September 29, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your complaint, dated September...
18, 2015, filed with the Revdex.com.
You said that we told you that you didn't have a balance due; however, you have been receiving collection notices indicating that you owe $412.00. You requested that the balance be waived and for the debt to be removed from your credit bureau file.
When we spoke I informed you that the balance is from your bundled account with dishNET Wireline. The balance is $412.43 which consists of a $227.50 early termination fee and $184.93 for services rendered. I told you that I was able to have your early termination fee waived, but the remaining balance is valid.
I offered to have the debt removed from your credit bureau file once the balance of $184.93 was paid. You agreed to my offer and made your final payment of $184.93. It may take up to eight weeks for the debt to be removed from your credit bureau file.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dish was very fair in handling my case. I am, however, adamant that I did not receive any collection notices regarding this bill, or I would have handled it at that time since my credit is very important to me. I am assuming it either went to the wrong PO Box or my old address where the service had been connected. I have no idea.
May 15, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. [redacted]: On May 2, 2017, we received your complaint, dated May 1, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 11 and 15, 2017, and I left three messages. I also sent an email to you at [redacted] with a request to contact me. You indicated that you have spent hours on the phone requesting a refund for $25.46, but you have not received it. A review of this account reveals that the only request for a refund was on April 16, 2017, through an email. The refund was issued on May 8, 2017, to your credit card account ending in [redacted]. I apologize for the delay. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
I do not accept the response as the rep clearly states my bill should have been $89, with that being said please explain WHY I have never received a bill less then $120......? I have moved on to Direct TV better programming and indeed my bill has been $79.83 for the exact programming and equipment! I was provided a $50 credit on my first bill due to a technician with Dish Network coming into my home and cursing at me because I refused to my his surge protector not for any other reason. Yes my bill was paid partial every month because I never budgeted to be lied to and take advantage of at over $120 per month for sub standard television service horrible customer service. You have some nerve saying I was provided with premium movie channels free for 3 months well so is every other customer when signing up for service! What A JOKE! Please review the sales call where I reconnected service and was ever told that the special pricing or so called special pricing had been forfeit??????? This is the absolute WORST company horrible business practices! I would be ashamed to lie to people all day for a measly $10 an HR! I have terms for a lawsuit and will proceed if this is not released with no debt!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Tell us why here...September 28, 2016 Dear Ms. [redacted]: On September 22, 2016, we received your complaint, dated September 20, 2016, filed with the Revdex.com. You expressed concern regarding the cost to have your satellite dish removed. You feel that the...
entire satellite dish should be removed, including the mast that you were told would be left behind. You also have concerns about your roof leaking in the future due to the installation of the satellite dish. You asked that we remove your satellite dish at no cost, including the mast. When we spoke, I informed you that we charge $95.00 to have the satellite dish removed. We don’t request that it be returned, as we consider it to be a permanent fixture. When we remove the satellite dish we leave the mast behind, as this will help with leak prevention. You told me that you will be removing the satellite dish yourself and you will leave the mast. I advised you that we will investigate any damage claim brought to our attention for an installation that we completed. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: It is not true that a technician was sent to my house to fix it. If there was I will not end up with this cancellation. I can submit my phone for retrieval of messages to check when they called me because there was none. I was the one who called them to help me but the problem was not fixed over the phone for 2 hours and they refused to send me a technician. No technician came to my house for 5 days until this cancellation. I would not want to go thru this hassle if I was treated like a valued customer. BUt I was rejected. They did not want to fix their mess. Therefore, I am not obligated to pay any cancellation fee because there was no services being afforded to me. I hope that this is clear to you now. You did not provide me with services for 5 days.!!!!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business responded promptly and professionally. I would recommend them to others as they have restored my faith in their business.
[redacted]
Initial Business Response /* (1000, 10, 2015/11/16) */
November 9, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 9, 2015, we received your correspondence, dated November 6, 2015, filed...
with the Revdex.com.
You said you have no service. You maintain that when you call DISH Network, the same individual answers the calls and you are unable to receive assistance.
When our customers experience technical issues or express any other concerns, we ask that they contact DISH Network at X-XXX-XXX-XXXX to speak with our agents directly for assistance. You called on August 25, 2015; however, the call was dropped. We have no record that you reported concerns after that date until we received your correspondence.
When we spoke today, you informed me that you called numbers in the phone book but you were unable to receive assistance. You advised me that you have disconnected the equipment and have not had service since.
Your account was disconnected due to nonpayment on October 23, 2015. I removed the programming balance of $71.49 from your account. You accepted this resolution.
I also submitted a check refund of $99.10. Please allow three weeks for processing and mailing. This refund is for the last payment made for service.
In addition, I waived your early termination and return shipping fees. You agreed to return the leased equipment. A return box with label will be delivered to your home by UPS.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
June 14, 2016 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 4, 2016, filed with the Revdex.com. You indicated that you were advised to change your programming on June 4, 2016, to avoid prorated charges. After you did this, prorated charges were applied to your account and you requested that they be removed. In addition, you expressed concern with the customer service you received. When I spoke with you by telephone today, I informed you that one June 7, 2016, you were provided a $29.00 credit to your account to offset the $9.16 prorated charges. You are billed for service from the 15th of each month to the 14th of the following month. To avoid prorated charges, programming must be changed on the 14th of the month. Keep in mind that your bill will cycle before the changes are reflected. I apologize for the customer service you received. We strive to provide excellent service, and we regret that your experience was unfavorable. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
Complaint: [redacted]
I am rejecting this response because: I have had nothing but issues with dish from the moment, accepted the contract. I have received a few credits not nearly as much as I should. I received half a bill for the last issue when tech support came out, which should have been more for all the inconvenience that I have had. Now I'm having issues with 2 of the remote controls not working properly. I hope my issues can be resolved, so I can experience awesome satellite TV from Dish.
Sincerely,
[redacted]
June 27, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # 11513230 ...
[redacted] Dear Ms. [redacted]: On June 22, 2016, we received your complaint, dated June 20, 2016, filed with the Revdex.com. You indicated that if your receiver is turned off on a G-rated channel, when you turn your receiver back on, it is on a different channel with MA content. You would like this issue fixed or to be released from your term commitment. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. Your service was activated on August 18, 2015, with a 24-month commitment. The Hopper with Sling receiver on your account is programmed to turn on to the most popular channel that was viewed on it. As this is an equipment feature, there is no alternative to disable or change this option. Our records show that your concerns were addressed on June 22, 2016, by Ms. [redacted] from our Executive Escalations Team. Although Ms. [redacted] offered to exchange the equipment for a receiver that does not have this feature, she also waived your term commitment. You opted to disconnect your service on June 24, 2016. Please note that your account will be left with a zero balance. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Thank you for the email message. Unfortunately, I do not understand the outcome. Did you receive a response back from the Business (Dish)? Please update me with next steps.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/22) */
May 21, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 14, 2015, we received your correspondence, dated May 13, 2015, filed...
with the Revdex.com.
You said you canceled your service in March 2015 and you expressed concern with the refund processing time frame.
Our records reveal that refund check number [redacted] was mailed to your address on May 15, 2015.
When we corresponded via email on May 20, 2015, you advised me that you have received the refund check.
We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received refund check
February 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 15, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You maintain that you were billed for a year of DISH Network service when you did not have the service. When I contacted you by telephone today, you were unable to discuss this issue. DISH Network offers a pause option for temporary situations when the service cannot be used. It is not a long-term solution. A review of this account reveals that since March 26, 2015, it was placed on nine months of DISH Pause. The pause expired on December 28, 2015, and the service was automatically restarted. During the nine months of DISH Pause, you were not charged for service. You were only charged the $5.00 monthly DISH Pause fee during that time. Because of the $79.01 payment that you made on April 13, 2015, the charges for those months were covered. You were only charged for service from December 28, 2015, to February 10, 2016. I removed the balance of $47.22. Additionally, I submitted a refund for $60.54. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Dish honored what their Customer Service representative stated. They also came to a fair resolution on offering new equipment - however, it did come with a 24 month commitment. They were up front about this commitment.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 21, 2015
[redacted]
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 11, 2015, we received your complaint,...
dated August 10, 2015, filed with the Revdex.com.
You indicated that your DISH Network receiver has not been working and that when you requested a replacement, one was sent to you through UPS but it was not delivered. As a result, you are unable to use your service and you asked to have your service disconnected without an early termination fee (ETF).
When I spoke with you on August 19, 2015, I explained to you that we have been sending the receiver through UPS but they have returned it to DISH Network stating that the address is incorrect. I also advised you that I have made an exception and reduced your ETF to $99.00 if you decide to disconnect your service. I provided you with other options to get you a new receiver and you stated that you will contact me with a decision.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SI estoy de acuerdo con lo pactado por el Sr. Carlos Barben de pagar la cantidad de $ 99.99 para dejar sin efecto el contrato con DISH,este me dejo saber que si yo pagaba esa cantidad era lo unico que ellos me iban a facturar y debitarlo de mi cuenta bancaria,hasta aqui todo estaba bien pero luego recibi una factura por la cantidad de $64.98 por el mes de 24 agosto 2015,cuando para agosto 3 2015 le hce un pago de $ 11.95 del mes al cual se le habian hecho ajustes por no tener servicio,si pague el mes de renta en agosto por que tengo que volver a pagar si se me susupendio el servicio tan pronto hable con el Sr.Carlos no ceo que yo tenga que pagar esa mensualidad por que ya pague,ademas yo quede con este Sr.Carlos no se me iba a facturar mas.Deseo se investigue eta situacion tambien.Estoy en espera de la caja que supuestamente se me iba a enviar por ups para devolucion del equipo que al dia de hoy 28 de agosto no la he recibido.Espero todo se pueda aclarar y muchas gracias por su intervencion
Final Business Response /* (4000, 19, 2015/09/29) */
September 22, 2015
[redacted]
[redacted] XXXXXX
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 21, 2015, we received your rebuttal, dated September 18, 2015, filed with the Revdex.com.
You stated that you have not received the packaging materials to return the leased DISH Network equipment and mentioned that you spoke with the UPS manager of the store near your house who gave you his email address to use for the labels, but you have not received anything.
When I spoke with you today, you confirmed that you had received the packaging materials, sent back the equipment and you consider this case closed.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Final Consumer Response /* (2000, 26, 2015/09/30) */
Muchas gracias por su ayuda,caso se reslvio satiafactoriamente llgue a un acuerdo con Dish.Me fuero enviadas las cajas para devolver el equipo y estas fuero devultas y recibi recibo cancelacion de la devoluccion.
A ustedes muchas gracias por el excelente trabajo y por haberme ayudado a resolver mi problemas,Dios les bendiga por lo que hacen por la Humanidad desventajada como los ancianos como yo.Mil gracias.
April 13, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 13, 2016, we received your complaint, dated April 12, 2016, filed with the Revdex.com. You expressed concern that you were enrolled in a new 24-month commitment when your system needed to be upgraded and you were told it would not include a 24-month agreement. You signed the technician’s electronic pad agreeing to the installation, and you subsequently received an emailed copy of an agreement. When I spoke with you by telephone today, I apologized that you were presented with the agreement, and for the confusion. Please note that the system upgrade does not include a 24-month agreement and your account does not reflect that you are under any commitment. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]