Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $100.00 gift card. You requested that we release you from your contract, as you are not satisfied with the service.
When we spoke, I informed you that our offer is for a one-year discount with a two-year contract. Additionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service.
Our records reflect that you did not qualify for the gift card, but we did offer you a $50.00 account credit for the confusion, which you accepted.
We consider the contract to be valid; however, I offered to reduce your early termination fee from $480.00 to $99.00. You said that you will consider my offer.
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 Business Response /* (1000, 4, 2015/05/15) */
May 12, 2015
Mr. [redacted]
PO [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better Business...
Bureau.
You said that the DISH Network technician did not provide you with an HDCP-compliant cable, causing you the loss of high definition channels.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11 and 12, 2015, and I left three voicemails.
In my last message I advised you that DISH Network technicians are not required to provide HDMI cables. Our records indicate that a technician was dispatched to your home on May 7, 2015, for this issue. The technician found that a model 211z receiver was defective and he replaced it. We have received no further contact concerning this issue.
Please note that you are receiving HD channels free of charge and, as such, you are not paying for the channels to which you refer.
As a courtesy, I applied a $67.65 credit for one month of service. 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,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
Possible duplicate complaint XXXXXXXX / [redacted] / [redacted]@GMAIL.COM
Bureau Review Complaint # XXXXXXXX
[redacted] vs. DISH NETWORK, LLC
Business: Sending to Mr. [redacted] By EMAIL at [redacted]@dishnetwork.com By MAIL at
[redacted] S [redacted] XXXXX-XXXX
Additional Business Info:
Business Phone:XXX XXX-XXXX
Consumer: Sending to MR [redacted] By EMAIL at [redacted]@GMAIL.COM
Additional Consumer Info: Mail: PO BOX 147 Warren, TX XXXXX
Work Phone:XXX XXX-XXXX
See below for the complaint description:
NOT PROVIDING AGREED UPON SERVICES
DUE TO DISH'S CUSTOMER SERVICE, I WAS WITHOUT THE PREMIUM CHANNELS THEY PROMISE FOR NE ACCOUNTS. MY RECVR. WOULD NOT SHOW ANY HD CHANNELS. I SPENT WEEKS ARGUING WITH THEM AND ALL THEY COULD TELL ME WAS GO BUY ANOTHER CABLE. FINALLY, THEY SENT A SERVICE PERSON AND HE FOUND A BAD RECVR. IT WAS AGREED THAT I WOULD GET THE PROMISED CHANNELS FROM THE TIME I COULD GET HD AND I WOULD RECEIVE A 10.00 CREDIT TO MY BILL FOR 6 MONTHS. THEY STARTED CHARGING ME FOR MOST OF THE PROMISED CHANNELS AND GAVE ME HBO FREE FOR A SPECIFIED TIME. I DIDN'T AUTHORIZE TO BE CHARGED FOR MY "FREE" CHANNELS BUT THEY ARE CHARGING ME ANYWAY. THE SERVICEMAN CALLED IN AND SHUTOFF 3 RECEIVERS IM NOT USING AND THATS NOT SHOWING UP. I HAVE TO RESET MY RECVR 3-5 TIMES A DAY JUST TO VIEW THE CHANNEL GUIDE. THEY HAVE BEEN AND ARE IN [redacted] VIOLATION OF THEIR OWN CONTRACT./
Below is the consumer's desired resolution explanation:
I ONLY WANT OUT OF MY CONTRACT. THE FREE AIR CHANNELS WOULD BE BETTER THAN DEALING WITH THESE CROOKS AND LIARS. HECK OF A WAY TO TREAT DISABLED VETS..
Final Business Response /* (4000, 13, 2015/07/07) */
July 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated July 2, 2015, filed with the Revdex.com.
You indicated that you were still experiencing technical and billing issues and wanted your 24-month commitment to be waived.
When we spoke, you advised me that your billing issues were now resolved. Our records indicate that you received free premium channels from March 19, 2015, to June 18, 2015, at which time you began to be charged for them. You removed these premiums on July 1, 2015. I applied a one-time credit of $67.65 on May 12, 2015, and you are currently receiving an additional monthly $10.00 credit for six months.
I recommended that you contact us for troubleshooting, as you stated that your guide seemed to be skipping channels.
DISH Network requests the opportunity to resolve any technical issues you may experience before we are able to waive your 24-month commitment. Although we sincerely regret any inconvenience, as we have not been contacted concerning your on-screen guide issue and your other technical issues were resolved, we are unable to waive your commitment at this time.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. and Mrs. [redacted]: On February 8, 2016, we received your rebuttal, dated February 5, 2016, filed with the Revdex.com. You said that you have not received a copy of your contract and a bill for $99.95. When we spoke, I reminded you that the bill would not be reduced to $99.00 until you accepted my offer. You said that the signature on the contract is not your husband’s. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We consider the contract to be valid; however, my offer still stands. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
December 28, 2015[redacted].[redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms....
[redacted]:On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that when you purchased your DISH Network service on December 7, 2015, you were under the impression that you would have access to programming that was not available in the package you selected. This led you to disconnect your service on December 17, 2015. You have been charged a $480.00 early termination fee. You thought that you had a three-day trial period within which you could disconnect your service without penalty. You requested that your early termination fee be waived. My three attempts to contact you at ([redacted] on December 22, 23 and 28, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. Due to the expense of service installation, DISH Network does not offer any type of trial period. The early termination fee is a valid charge once the contract is signed. I have reviewed your sales call and the information that you were provided was valid and correct. However, as a courtesy, I can replace your $480.00 early termination fee with a $99.00 activation fee, thereby removing the contractual commitment. Please contact me to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI(720) 514-7249Enclosurecc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you received...
advertisements for DISH Network service and you have made several unsuccessful attempts to have them stopped. You requested that your address be removed from the mailing list.
When we spoke on December 29, 2015, I confirmed that we have placed your address, PO Box, phone number and email address on our internal Do Not Contact list. Additionally, I brought your concerns to the attention of our Marketing Department. Please allow 30 days for the mailings to cease.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 28, 2015
Ms. [redacted]
[redacted].
Little Rock, AR 72206
Re: Revdex.com Complaint # 75254063
8255909048111881-3495179
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015,...
filed with the Revdex.com.
You expressed the following concerns:
Cancelation of service
Billing
Return of equipment
Per your request, your service was canceled on March 12, 2015.
You previously subscribed to the America's Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $89.99. Our records reveal that you received monthly courtesy credits of $15.00 for ten months and a monthly $10.00 credit for six months. When the credits rolled off on February 3, 2015, the regular price was applied. Our records show that the billing is accurate. Please note that DISH Network does not bill for service six months in advance. I regret any confusion.
When we spoke today, I advised you that a refund of $86.44 was submitted. Please allow five business days for processing. This refund is for the last payment collected for service.
I also informed you that your 625 model receiver is obsolete and is not required to be returned to DISH Network. This receiver has been removed from your account and you will not be billed for the equipment. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com. You said that you experienced signal loss due to weather conditions. You also expressed dissatisfaction with the service. In addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restored. Furthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination fee. You also asked that the collection be removed from your credit report and that you receive a refund. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I regret that you were dissatisfied with the service. Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair value. We reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restored. In March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT). When an agreement was reached on April 26, 2017, the channel was restored. We disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programming. You may view our agreements online at www.dish.com. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed). Because your service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. In addition, you were billed two $12.00 equipment return fees. Our records reveal that you spoke with Ms. Jenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, 2017. Ms. Woolam explained that the early termination fee is valid and asked that the balance of $309.16 be paid. When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $129.16. This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection date. I also offered to provide you with a letter, showing the status of your account, after the balance is paid in full. You disagreed. We are unable to honor your refund request. I asked the collection agency to cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 14, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your...
service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipment. You disputed the payment of $240.00 that was collected. You requested a refund and said that you will pay the balance in January 2018. We have no record of the events you described. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment fees. I enclosed a copy of your signed DHA agreement for your review. Our records reveal that your service was disconnected due to nonpayment on July 23, 2017. We have no record that you called to cancel your service prior to this date. Because your account was disconnected prior to the promotional fulfillment date, you were billed $240.00 for the early termination fee. A payment was collected for this fee on December 11, 2017, from your qualifying credit card account. Please note that we sent a ten-day notification email to you at [redacted] on October 6, 2017. This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with Ms. Kimber S[redacted], a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund request. We ask that the balance of $285.81 be paid for service rendered through the disconnection date. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Christina A[redacted]Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
January 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You said that damage was done to your home during the installation of your DISH Network service, and you are dissatisfied with the work completed by a second technician to fix the damage. You also indicated that you are experiencing technical issues. You requested to be released from your commitment without penalty and for the dish to be removed from your house. A review of your account reveals that you spoke with a DISH Network agent on January 3, 2018, who opened a damage claim, offered a free upgrade to the Hopper 3 receiver, and provided you with a credit for one month of service. You accepted his offer. I confirmed that you have received the equipment upgrade and the credit, and your damage claim is being addressed. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday ([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/25) */
September 19, 2015
Mr. [redacted]
3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg603 [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18,...
2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com.
You indicated that you were not informed that the internet service required a separate satellite dish. The cable was just thrown across your roof and this is not acceptable with your HOA. You disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account.
When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required.
Your account was enrolled in the Electronic Funds Transfer automatic payment option. This provides us with the authorization to debit your account for the amount due. Since the early termination fees had been applied to the account, the total amount due was $1,138.33. Additionally, I removed your account from the auto-payment option.
However, I removed both the early termination fees ($420.00 for internet and $480.00 for TV service) and I submitted a refund for $1,138.33.
I also removed the $99.00 TRIA charge from your account, as you are unable to access the TRIA from your roof.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
Please see attachment
Initial Business Response /* (1000, 10, 2015/09/18) */
September 9, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 24, 2015, filed with...
the Revdex.com.
You maintain you were told that your monthly bill would be $52.00 and that you would receive a monthly credit of $40.00. Although you maintain that you were told that your next bill would be roughly $17.00, you received a bill for $98.00.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if you do not fulfill the agreement. Enclosed is a copy for your review.
You were also enrolled in an introductory promotion that provided a $30.00 credit for 12 months. This $30.00 credit reduced the America's Top 200 price from $69.99 to $39.99. The credits expired on your February 14, 2015, billing statement.
DISH Network experienced a $5.00 a month price increase in February 2015. Therefore, we provided you with a $5.00 credit for the final month of the promotion. This credit is reflected on your February 14, 2015, billing statement.
We have no record of any contact from you on June 6, 2015. However, I reviewed the call we received on April 5, 2015, during which the $40.00 monthly credit for five months was offered. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. There was no mention of a $17.00 bill.
The credits are applied to your account on the 6th of each month. Therefore, the first credit appeared on your April 14, 2015, billing statement. The statement was for the amount due of $51.39 but you used the following month's credit and made a payment of only $11.39. To avoid confusion, you need to pay the amount shown on the actual billing statement.
Because you used the $40.00 credit that was intended for the following month's service, the May 14, 2015, billing statement reflected the regular charges.
Then on August 5, 2015, we received a dispute in regard to a $40.00 payment. Once a payment is disputed, the service is automatically disconnected. Additionally, this caused your July 14, 2015, amount due to increase from $57.79 to $97.79, and your service was interrupted.
Although the complete balance due should have been collected, your service was restarted with a $5.28 payment.
On August 14, 2015, the $40.00 was returned to us from your financial institution and your balance due was reduced to $58.99 since the funds were now back on the account.
Your billing is correct. Please pay the amount due on the actual billing statement.
Since you chose to disconnect your service on August 15, 2015, you did not fulfill the 24-month commitment and a $160.00 early termination fee (plus tax) was applied to your account. You were charged two $10.00 box return fees. However, I reversed the box return fees and because of the $40.00 credit, the remaining balance due is $149.64.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the rep of dish I was given a rate of 55 per month. I was billed for 98 in May which was paid. However I called 6/3 to make a complaint. I was told I would receive a $40 credit on next bill which would be $17. 55 minus the 40 credit. Instead I was charged 98 again with a 40 credit which came to 57. So I have never received the 55 rate as the rep indicated I was promised. I have the recording which states I was to be given that rate on 4/5/15. So again another lie. I'm not paying anything goes but $17.
Final Business Response /* (4000, 14, 2015/10/02) */
September 25, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to maintain that on June 3, 2015, you were told to make a payment of $17.79, and you will only pay that amount. You claim that you were to receive a $40.00 monthly credit.
A review of this account does not indicate any calls on June 3, 2015. Further review of your claim reveals that during a call made on June 30, 2015, the agent informed you that your next bill would be $17.79. However, the information you were provided is incorrect, and for this I apologize. Nevertheless, as previously advised, please pay the amount due on the billing statement.
As an exception, I submitted a refund of $40.00.
During a call we received on April 5, 2015, you were provided a $40.00 monthly credit for five months. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. Because you only made partial payments rather than the amount shown on the billing statement, a balance carried over and your bills did not reflect the $55.99 that you were being billed.
Please refer to my correspondence dated September 9, 2015, as it provides details of your billing.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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.
Sincerely,
[redacted]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
You disputed the...
early termination fee associated with your DISH Network account. You indicated that you requested local channels out of Manhattan, NY but you received Binghamton, NY locals.
When we spoke, I advised you that a review of your sales call revealed that you were provided correct information concerning your local channels.
I also explained that ABC, NBC, CBS, and Fox, have local affiliates in thousands of markets and as such, local markets are broken up into Designated Market Areas (DMAs). In order to receive the locals from a specific DMA, you must live within the limits of that DMA. Please note that there is not a DMA for Manhattan. Manhattan is included in the New York, NY DMA.
While we regret any confusion, as you were not provided incorrect information during your sales call, we are unable to waive your 24-month 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. You said that you were offered a monthly discount for 18 months, but only received six months. You requested that we honor the offer you were promised. When we spoke, I informed you that our records reflect that we agreed to apply a $25.00 monthly credit for six months to your account on July 28, 2015. There is no record of an offer being made for 18 months. Therefore, no further credit will be applied to your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that your credit card account was debited an additional $340.00 and you requested a refund. When I spoke with you by telephone today, I informed you that your credit card account was provided to establish your son-in-law’s DISH Network account. His account was initiated under the Digital Home Advantage (DHA) 24-month agreement and since he did not fulfill the commitment, he was charged an early termination fee. The DHA agreement provides authorization to automatically debit the credit card account used to qualify for DISH Network service for any early termination or unreturned equipment fees. As an exception, I submitted a refund. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, 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]
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your complaint, dated November...
11, 2015, filed with the Revdex.com.
You said that you were advised that you would have a grace period during your sales call. You also said that the installation and service were unsatisfactory.
When we spoke, I advised you that a review of your sales call revealed that you were not advised that you would have a grace period. As I explained, DISH Network does not offer a grace period due to the cost of initiating and installing your service.
Our records also show that you agreed to have the dish mounted on your garage roof after you requested it not to be installed on your house roof. Enclosed is a copy of your signed service agreement.
As you agreed, both verbally and in writing, to the terms of DISH Network's Digital Home Advantage customer agreement (enclosed) and as DISH Network has not been given an opportunity to resolve any technical issues, we are unable to waive your 24-month commitment.
Please contact us at (XXX) XXX-XXXX for troubleshooting or to schedule a technician.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that has changed in the business' response. I had asked about a grace period (not using that specific phrase) and it was alluded that yes I could. Dish has inferred that he told me what you're claiming, but that is not what he actually said. It was not clear and spelled out as dish would like. I was told it could be mounted on a pole by sales, then the installer said there was no way to mount it on a pole. I voiced this concern to the installer. He did not care, said my only option was to have it put on my shed roof. Which I told him I was unhappy with.
There has been no option to compromise on the business' part, just the same junk spewed when I first told them of my complaints.
Final Business Response /* (4000, 8, 2015/11/23) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You maintain that you were advised that DISH Network offers a grace period and that you were unhappy with your installation.
A review of your sales call revealed that you were not advised that you would have a grace period during which to disconnect your account without an early termination fee. Additionally, the sales agent provided you with our standard disclosures, including those for the 24-month commitment, and you agreed. You also agreed to the 24-month commitment when you signed the Digital Home Advantage customer agreement.
Technicians may mount a dish on a pole; however, they will attempt to acquire the best satellite signal possible, which is not always possible when mounted on a ground pole.
While we sincerely regret any inconvenience, as you were not advised that you had a grace period and as you approved the installation of your dish, we are unable to waive your 24-month commitment.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You said that you were charged for the movie package during the free period. In addition, you indicated that you are not being billed the $91.99 a month rate you...
were quoted, and you are being billed a $15.00 DVR fee. You requested that your bill be corrected. When we spoke, I explained that there were charges for the movie packages on your April and May 2016 billing statements. The charges from your May 2016 statement were removed, as you received a prorated credit of $36.64 for HBO, Showtime, Cinemax and Starz and a credit of $7.33 for the DISH Movie package. An agent then provided a $16.03 credit to offset the charges. I agreed to add a credit of $61.87 to offset the charges on your April 2016 billing statement. Furthermore, I explained that the rate increased because your Protection Plan free period expired and you are now billed $8.00 a month for the service. I removed the Protection Plan at your request. I advised you that your monthly rate is not $91.99. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
February 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your correspondence, dated February 7, 2018, filed with the Revdex.com. You said that a technician removed the [redacted] equipment from your home and when the DISH Network equipment was installed, there was no line of sight. You indicated that you declined a pole mount in your yard. You expressed dissatisfaction as the technician would not re-install the [redacted] equipment, and you stated you will have to pay a fee to reconnect that service. When we spoke today, I explained that our technicians are not authorized to install non-DISH Network equipment. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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 response from Dish after your contact was exactly what I had hoped for. Dish management responded promptly and correctly. Never had we had such a poor result with an installation. The Dish part of the installation worked, but their co-provider Century Link made the order by Dish for two telephone lines to be installed into a disaster. We were without incoming telephone service for eight days. We had outgoing telephone service because I jury rigged a line to our Comcast modem, but it was to the nominally fax only second line the we needed. It is unbelievable that the first "repair" of no telephone service would take eight days. After we canceled DISH, Comcast arrived four hours later, and had our TV, Telephones, and Internet all working within another two hours. Most important, thank you for helping us.
Sincerely,
[redacted]
November 23, 2016 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You claim that your one-year-old grandson ordered the Pay-Per-View (PPV) event [redacted] fight by accident, and you requested that the charges ($69.99) be removed. To order a PPV, one would have to go to three different screens, and use the arrow buttons to scroll over and mark the selected item. However, as an exception, I reversed the $69.99 charge from your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015, filed...
with the Revdex.com.
You said that you received a flyer offer for a one-year contract that was not honored and you didn't receive your $100.00 gift card. You requested that we release you from your contract, as you are not satisfied with the service.
When we spoke, I informed you that our offer is for a one-year discount with a two-year contract. Additionally, we emailed you a sales confirmation email on the day your order was placed which outlined your promotion and provided you with a link to review the contract before the technician came to install the service.
Our records reflect that you did not qualify for the gift card, but we did offer you a $50.00 account credit for the confusion, which you accepted.
We consider the contract to be valid; however, I offered to reduce your early termination fee from $480.00 to $99.00. You said that you will consider my offer.
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 Business Response /* (1000, 4, 2015/05/15) */
May 12, 2015
Mr. [redacted]
PO [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 8, 2015, we received your complaint, dated May 7, 2015, filed with the Better Business...
Bureau.
You said that the DISH Network technician did not provide you with an HDCP-compliant cable, causing you the loss of high definition channels.
I attempted to reach you at (XXX) XXX-XXXX on May 8, 11 and 12, 2015, and I left three voicemails.
In my last message I advised you that DISH Network technicians are not required to provide HDMI cables. Our records indicate that a technician was dispatched to your home on May 7, 2015, for this issue. The technician found that a model 211z receiver was defective and he replaced it. We have received no further contact concerning this issue.
Please note that you are receiving HD channels free of charge and, as such, you are not paying for the channels to which you refer.
As a courtesy, I applied a $67.65 credit for one month of service. 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,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/07/02) */
Possible duplicate complaint XXXXXXXX / [redacted] / [redacted]@GMAIL.COM
Bureau Review Complaint # XXXXXXXX
[redacted] vs. DISH NETWORK, LLC
Business: Sending to Mr. [redacted] By EMAIL at [redacted]@dishnetwork.com By MAIL at
[redacted] S [redacted] XXXXX-XXXX
Additional Business Info:
Business Phone:XXX XXX-XXXX
Consumer: Sending to MR [redacted] By EMAIL at [redacted]@GMAIL.COM
Additional Consumer Info: Mail: PO BOX 147 Warren, TX XXXXX
Work Phone:XXX XXX-XXXX
See below for the complaint description:
NOT PROVIDING AGREED UPON SERVICES
DUE TO DISH'S CUSTOMER SERVICE, I WAS WITHOUT THE PREMIUM CHANNELS THEY PROMISE FOR NE ACCOUNTS. MY RECVR. WOULD NOT SHOW ANY HD CHANNELS. I SPENT WEEKS ARGUING WITH THEM AND ALL THEY COULD TELL ME WAS GO BUY ANOTHER CABLE. FINALLY, THEY SENT A SERVICE PERSON AND HE FOUND A BAD RECVR. IT WAS AGREED THAT I WOULD GET THE PROMISED CHANNELS FROM THE TIME I COULD GET HD AND I WOULD RECEIVE A 10.00 CREDIT TO MY BILL FOR 6 MONTHS. THEY STARTED CHARGING ME FOR MOST OF THE PROMISED CHANNELS AND GAVE ME HBO FREE FOR A SPECIFIED TIME. I DIDN'T AUTHORIZE TO BE CHARGED FOR MY "FREE" CHANNELS BUT THEY ARE CHARGING ME ANYWAY. THE SERVICEMAN CALLED IN AND SHUTOFF 3 RECEIVERS IM NOT USING AND THATS NOT SHOWING UP. I HAVE TO RESET MY RECVR 3-5 TIMES A DAY JUST TO VIEW THE CHANNEL GUIDE. THEY HAVE BEEN AND ARE IN [redacted] VIOLATION OF THEIR OWN CONTRACT./
Below is the consumer's desired resolution explanation:
I ONLY WANT OUT OF MY CONTRACT. THE FREE AIR CHANNELS WOULD BE BETTER THAN DEALING WITH THESE CROOKS AND LIARS. HECK OF A WAY TO TREAT DISABLED VETS..
Final Business Response /* (4000, 13, 2015/07/07) */
July 6, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 3, 2015, we received your rebuttal, dated July 2, 2015, filed with the Revdex.com.
You indicated that you were still experiencing technical and billing issues and wanted your 24-month commitment to be waived.
When we spoke, you advised me that your billing issues were now resolved. Our records indicate that you received free premium channels from March 19, 2015, to June 18, 2015, at which time you began to be charged for them. You removed these premiums on July 1, 2015. I applied a one-time credit of $67.65 on May 12, 2015, and you are currently receiving an additional monthly $10.00 credit for six months.
I recommended that you contact us for troubleshooting, as you stated that your guide seemed to be skipping channels.
DISH Network requests the opportunity to resolve any technical issues you may experience before we are able to waive your 24-month commitment. Although we sincerely regret any inconvenience, as we have not been contacted concerning your on-screen guide issue and your other technical issues were resolved, we are unable to waive your commitment at this time.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. and Mrs. [redacted]: On February 8, 2016, we received your rebuttal, dated February 5, 2016, filed with the Revdex.com. You said that you have not received a copy of your contract and a bill for $99.95. When we spoke, I reminded you that the bill would not be reduced to $99.00 until you accepted my offer. You said that the signature on the contract is not your husband’s. Please note that the signature that is gathered is not on a paper document--it is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted. We consider the contract to be valid; however, my offer still stands. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
December 28, 2015[redacted].[redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms....
[redacted]:On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com.You stated that when you purchased your DISH Network service on December 7, 2015, you were under the impression that you would have access to programming that was not available in the package you selected. This led you to disconnect your service on December 17, 2015. You have been charged a $480.00 early termination fee. You thought that you had a three-day trial period within which you could disconnect your service without penalty. You requested that your early termination fee be waived. My three attempts to contact you at ([redacted] on December 22, 23 and 28, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but I have not received a response. Due to the expense of service installation, DISH Network does not offer any type of trial period. The early termination fee is a valid charge once the contract is signed. I have reviewed your sales call and the information that you were provided was valid and correct. However, as a courtesy, I can replace your $480.00 early termination fee with a $99.00 activation fee, thereby removing the contractual commitment. Please contact me to accept this offer. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7249.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI(720) 514-7249Enclosurecc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
[redacted]
Dear Ms. [redacted]:
On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.com.
You stated that you received...
advertisements for DISH Network service and you have made several unsuccessful attempts to have them stopped. You requested that your address be removed from the mailing list.
When we spoke on December 29, 2015, I confirmed that we have placed your address, PO Box, phone number and email address on our internal Do Not Contact list. Additionally, I brought your concerns to the attention of our Marketing Department. Please allow 30 days for the mailings to cease.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
[redacted]
Initial Business Response /* (1000, 4, 2015/05/11) */
April 28, 2015
Ms. [redacted]
[redacted].
Little Rock, AR 72206
Re: Revdex.com Complaint # 75254063
8255909048111881-3495179
Dear Ms. [redacted]:
On April 27, 2015, we received your correspondence, dated April 24, 2015,...
filed with the Revdex.com.
You expressed the following concerns:
Cancelation of service
Billing
Return of equipment
Per your request, your service was canceled on March 12, 2015.
You previously subscribed to the America's Top 200 package and DVR service with the Protection Plan. The monthly billing rate before tax and discounts is $89.99. Our records reveal that you received monthly courtesy credits of $15.00 for ten months and a monthly $10.00 credit for six months. When the credits rolled off on February 3, 2015, the regular price was applied. Our records show that the billing is accurate. Please note that DISH Network does not bill for service six months in advance. I regret any confusion.
When we spoke today, I advised you that a refund of $86.44 was submitted. Please allow five business days for processing. This refund is for the last payment collected for service.
I also informed you that your 625 model receiver is obsolete and is not required to be returned to DISH Network. This receiver has been removed from your account and you will not be billed for the equipment. You accepted this resolution.
I regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082.
Sincerely,
Christina Atencio
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(720) 514-7082
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
David Laslo
February 22, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 19, 2018, we received your complaint, dated February 16, 2018, filed with the Revdex.com. You said that you experienced signal loss due to weather conditions. You also expressed dissatisfaction with the service. In addition, you said that local channels were removed from your programming lineup and they took a lengthy amount of time to be restored. Furthermore, you maintain that you have not received copy of a signed agreement and you disputed the early termination fee. You also asked that the collection be removed from your credit report and that you receive a refund. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I regret that you were dissatisfied with the service. Periodically, DISH Network and its channel owners must negotiate deals so that we may continue to offer high-quality content at a fair value. We reached an agreement with Tribune Broadcasting (owner of WDAF channel 4) in September 2016, and the channel was restored. In March 2017, we were in negotiations with Hearst Broadcasting (owner of KCPT). When an agreement was reached on April 26, 2017, the channel was restored. We disclose in our agreements that we reserve the right to add, delete, rearrange, alter change and/or eliminate programming. You may view our agreements online at www.dish.com. You established your account under the Digital Home Advantage (DHA) promotion with a 24-month commitment (copy enclosed). Because your service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee. In addition, you were billed two $12.00 equipment return fees. Our records reveal that you spoke with Ms. Jenna Woolam, a DISH Network Dispute Resolution Specialist, on May 1, 2017. Ms. Woolam explained that the early termination fee is valid and asked that the balance of $309.16 be paid. When we spoke on February 21, 2018, I advised you that I made an exception and reduced the early terminality fee to $100.00, making a balance due of $129.16. This balance includes the early termination and equipment return fees, and charges for service rendered through the disconnection date. I also offered to provide you with a letter, showing the status of your account, after the balance is paid in full. You disagreed. We are unable to honor your refund request. I asked the collection agency to cease contact with you. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 14, 2017Mr. [redacted]Re: Revdex.com Complaint # [redacted]Dear Mr. [redacted]:On December 12, 2017, we received your complaint, dated December 11, 2017, filed with the Revdex.com.You said that when you canceled your...
service, you were told by an agent that no fees would be applied to your account unless you failed to return the leased equipment. You disputed the payment of $240.00 that was collected. You requested a refund and said that you will pay the balance in January 2018. We have no record of the events you described. You established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment. Under this promotion, you authorized DISH Network to collect a payment with your qualifying credit card account ending in [redacted] for the early termination and unreturned leased equipment fees. I enclosed a copy of your signed DHA agreement for your review. Our records reveal that your service was disconnected due to nonpayment on July 23, 2017. We have no record that you called to cancel your service prior to this date. Because your account was disconnected prior to the promotional fulfillment date, you were billed $240.00 for the early termination fee. A payment was collected for this fee on December 11, 2017, from your qualifying credit card account. Please note that we sent a ten-day notification email to you at [redacted] on October 6, 2017. This notice discloses our upcoming attempts to collect payment for the early termination fee.When you spoke with Ms. Kimber S[redacted], a DISH Network Case Manager from the Executive Escalations Team, via email on December 12, 2017, she informed you that we are unable to honor your refund request. We ask that the balance of $285.81 be paid for service rendered through the disconnection date. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]Sincerely,Christina A[redacted]Case Manager Executive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST(720) 514-7082Enclosurecc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210
[redacted]
January 9, 2018 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 27, 2017, we received your complaint, dated December 26, 2017, filed with the Revdex.com. You said that damage was done to your home during the installation of your DISH Network service, and you are dissatisfied with the work completed by a second technician to fix the damage. You also indicated that you are experiencing technical issues. You requested to be released from your commitment without penalty and for the dish to be removed from your house. A review of your account reveals that you spoke with a DISH Network agent on January 3, 2018, who opened a damage claim, offered a free upgrade to the Hopper 3 receiver, and provided you with a credit for one month of service. You accepted his offer. I confirmed that you have received the equipment upgrade and the credit, and your damage claim is being addressed. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday ([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/09/25) */
September 19, 2015
Mr. [redacted]
3http://denver.ebindr.com/ebindr/images/icons16x/scrub.jpg603 [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18,...
2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com.
You indicated that you were not informed that the internet service required a separate satellite dish. The cable was just thrown across your roof and this is not acceptable with your HOA. You disconnected the service and disputed the early termination fees, and the automatic payment that was debited from your credit card account.
When I spoke with you by telephone today, I informed you that I reviewed the sales call and the agent disclosed that a separate dish is required.
Your account was enrolled in the Electronic Funds Transfer automatic payment option. This provides us with the authorization to debit your account for the amount due. Since the early termination fees had been applied to the account, the total amount due was $1,138.33. Additionally, I removed your account from the auto-payment option.
However, I removed both the early termination fees ($420.00 for internet and $480.00 for TV service) and I submitted a refund for $1,138.33.
I also removed the $99.00 TRIA charge from your account, as you are unable to access the TRIA from your roof.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/30) */
Please see attachment
Initial Business Response /* (1000, 10, 2015/09/18) */
September 9, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 28, 2015, we received your complaint, dated August 24, 2015, filed with...
the Revdex.com.
You maintain you were told that your monthly bill would be $52.00 and that you would receive a monthly credit of $40.00. Although you maintain that you were told that your next bill would be roughly $17.00, you received a bill for $98.00.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which includes an early termination fee if you do not fulfill the agreement. Enclosed is a copy for your review.
You were also enrolled in an introductory promotion that provided a $30.00 credit for 12 months. This $30.00 credit reduced the America's Top 200 price from $69.99 to $39.99. The credits expired on your February 14, 2015, billing statement.
DISH Network experienced a $5.00 a month price increase in February 2015. Therefore, we provided you with a $5.00 credit for the final month of the promotion. This credit is reflected on your February 14, 2015, billing statement.
We have no record of any contact from you on June 6, 2015. However, I reviewed the call we received on April 5, 2015, during which the $40.00 monthly credit for five months was offered. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. There was no mention of a $17.00 bill.
The credits are applied to your account on the 6th of each month. Therefore, the first credit appeared on your April 14, 2015, billing statement. The statement was for the amount due of $51.39 but you used the following month's credit and made a payment of only $11.39. To avoid confusion, you need to pay the amount shown on the actual billing statement.
Because you used the $40.00 credit that was intended for the following month's service, the May 14, 2015, billing statement reflected the regular charges.
Then on August 5, 2015, we received a dispute in regard to a $40.00 payment. Once a payment is disputed, the service is automatically disconnected. Additionally, this caused your July 14, 2015, amount due to increase from $57.79 to $97.79, and your service was interrupted.
Although the complete balance due should have been collected, your service was restarted with a $5.28 payment.
On August 14, 2015, the $40.00 was returned to us from your financial institution and your balance due was reduced to $58.99 since the funds were now back on the account.
Your billing is correct. Please pay the amount due on the actual billing statement.
Since you chose to disconnect your service on August 15, 2015, you did not fulfill the 24-month commitment and a $160.00 early termination fee (plus tax) was applied to your account. You were charged two $10.00 box return fees. However, I reversed the box return fees and because of the $40.00 credit, the remaining balance due is $149.64.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per the rep of dish I was given a rate of 55 per month. I was billed for 98 in May which was paid. However I called 6/3 to make a complaint. I was told I would receive a $40 credit on next bill which would be $17. 55 minus the 40 credit. Instead I was charged 98 again with a 40 credit which came to 57. So I have never received the 55 rate as the rep indicated I was promised. I have the recording which states I was to be given that rate on 4/5/15. So again another lie. I'm not paying anything goes but $17.
Final Business Response /* (4000, 14, 2015/10/02) */
September 25, 2015
Ms. [redacted]
XXXXX [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to maintain that on June 3, 2015, you were told to make a payment of $17.79, and you will only pay that amount. You claim that you were to receive a $40.00 monthly credit.
A review of this account does not indicate any calls on June 3, 2015. Further review of your claim reveals that during a call made on June 30, 2015, the agent informed you that your next bill would be $17.79. However, the information you were provided is incorrect, and for this I apologize. Nevertheless, as previously advised, please pay the amount due on the billing statement.
As an exception, I submitted a refund of $40.00.
During a call we received on April 5, 2015, you were provided a $40.00 monthly credit for five months. The agent quoted you a monthly price of $55.99 before tax for the next five months. He informed you that the credit would appear on your next bill. Because you only made partial payments rather than the amount shown on the billing statement, a balance carried over and your bills did not reflect the $55.99 that you were being billed.
Please refer to my correspondence dated September 9, 2015, as it provides details of your billing.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[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.
Sincerely,
[redacted]
December 14, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
You disputed the...
early termination fee associated with your DISH Network account. You indicated that you requested local channels out of Manhattan, NY but you received Binghamton, NY locals.
When we spoke, I advised you that a review of your sales call revealed that you were provided correct information concerning your local channels.
I also explained that ABC, NBC, CBS, and Fox, have local affiliates in thousands of markets and as such, local markets are broken up into Designated Market Areas (DMAs). In order to receive the locals from a specific DMA, you must live within the limits of that DMA. Please note that there is not a DMA for Manhattan. Manhattan is included in the New York, NY DMA.
While we regret any confusion, as you were not provided incorrect information during your sales call, we are unable to waive your 24-month 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: 6:00 am - 2:30 pm (MDT), Mon-Fri
[redacted]
May 20, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 20, 2016, we received your complaint, dated May 18, 2016, filed with the Revdex.com. You said that you were offered a monthly discount for 18 months, but only received six months. You requested that we honor the offer you were promised. When we spoke, I informed you that our records reflect that we agreed to apply a $25.00 monthly credit for six months to your account on July 28, 2015. There is no record of an offer being made for 18 months. Therefore, no further credit will be applied to your account. 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
May 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 18, 2016, we received your complaint, dated May 13, 2016, filed with the Revdex.com. You indicated that your credit card account was debited an additional $340.00 and you requested a refund. When I spoke with you by telephone today, I informed you that your credit card account was provided to establish your son-in-law’s DISH Network account. His account was initiated under the Digital Home Advantage (DHA) 24-month agreement and since he did not fulfill the commitment, he was charged an early termination fee. The DHA agreement provides authorization to automatically debit the credit card account used to qualify for DISH Network service for any early termination or unreturned equipment fees. As an exception, I submitted a refund. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, 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]
Initial Business Response /* (1000, 4, 2015/11/13) */
November 12, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 12, 2015, we received your complaint, dated November...
11, 2015, filed with the Revdex.com.
You said that you were advised that you would have a grace period during your sales call. You also said that the installation and service were unsatisfactory.
When we spoke, I advised you that a review of your sales call revealed that you were not advised that you would have a grace period. As I explained, DISH Network does not offer a grace period due to the cost of initiating and installing your service.
Our records also show that you agreed to have the dish mounted on your garage roof after you requested it not to be installed on your house roof. Enclosed is a copy of your signed service agreement.
As you agreed, both verbally and in writing, to the terms of DISH Network's Digital Home Advantage customer agreement (enclosed) and as DISH Network has not been given an opportunity to resolve any technical issues, we are unable to waive your 24-month commitment.
Please contact us at (XXX) XXX-XXXX for troubleshooting or to schedule a technician.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosures (2)
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that has changed in the business' response. I had asked about a grace period (not using that specific phrase) and it was alluded that yes I could. Dish has inferred that he told me what you're claiming, but that is not what he actually said. It was not clear and spelled out as dish would like. I was told it could be mounted on a pole by sales, then the installer said there was no way to mount it on a pole. I voiced this concern to the installer. He did not care, said my only option was to have it put on my shed roof. Which I told him I was unhappy with.
There has been no option to compromise on the business' part, just the same junk spewed when I first told them of my complaints.
Final Business Response /* (4000, 8, 2015/11/23) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You maintain that you were advised that DISH Network offers a grace period and that you were unhappy with your installation.
A review of your sales call revealed that you were not advised that you would have a grace period during which to disconnect your account without an early termination fee. Additionally, the sales agent provided you with our standard disclosures, including those for the 24-month commitment, and you agreed. You also agreed to the 24-month commitment when you signed the Digital Home Advantage customer agreement.
Technicians may mount a dish on a pole; however, they will attempt to acquire the best satellite signal possible, which is not always possible when mounted on a ground pole.
While we sincerely regret any inconvenience, as you were not advised that you had a grace period and as you approved the installation of your dish, we are unable to waive your 24-month commitment.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 3, 2016, filed with the Revdex.com. You said that you were charged for the movie package during the free period. In addition, you indicated that you are not being billed the $91.99 a month rate you...
were quoted, and you are being billed a $15.00 DVR fee. You requested that your bill be corrected. When we spoke, I explained that there were charges for the movie packages on your April and May 2016 billing statements. The charges from your May 2016 statement were removed, as you received a prorated credit of $36.64 for HBO, Showtime, Cinemax and Starz and a credit of $7.33 for the DISH Movie package. An agent then provided a $16.03 credit to offset the charges. I agreed to add a credit of $61.87 to offset the charges on your April 2016 billing statement. Furthermore, I explained that the rate increased because your Protection Plan free period expired and you are now billed $8.00 a month for the service. I removed the Protection Plan at your request. I advised you that your monthly rate is not $91.99. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
February 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 8, 2018, we received your correspondence, dated February 7, 2018, filed with the Revdex.com. You said that a technician removed the [redacted] equipment from your home and when the DISH Network equipment was installed, there was no line of sight. You indicated that you declined a pole mount in your yard. You expressed dissatisfaction as the technician would not re-install the [redacted] equipment, and you stated you will have to pay a fee to reconnect that service. When we spoke today, I explained that our technicians are not authorized to install non-DISH Network equipment. Your feedback and your concerns will be shared internally with the appropriate personnel. 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 (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [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 response from Dish after your contact was exactly what I had hoped for. Dish management responded promptly and correctly. Never had we had such a poor result with an installation. The Dish part of the installation worked, but their co-provider Century Link made the order by Dish for two telephone lines to be installed into a disaster. We were without incoming telephone service for eight days. We had outgoing telephone service because I jury rigged a line to our Comcast modem, but it was to the nominally fax only second line the we needed. It is unbelievable that the first "repair" of no telephone service would take eight days. After we canceled DISH, Comcast arrived four hours later, and had our TV, Telephones, and Internet all working within another two hours. Most important, thank you for helping us.
Sincerely,
[redacted]
November 23, 2016 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear [redacted]: On November 21, 2016, we received your complaint, dated November 19, 2016, filed with the Revdex.com. You claim that your one-year-old grandson ordered the Pay-Per-View (PPV) event [redacted] fight by accident, and you requested that the charges ($69.99) be removed. To order a PPV, one would have to go to three different screens, and use the arrow buttons to scroll over and mark the selected item. However, as an exception, I reversed the $69.99 charge from your account. 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]