Dear Ms. Key: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that damage was done to your home during the installation of your service. You requested that we pay for the repairs. When we spoke, I told you that I sent your complaint to our Corporate Field Resolutions Team and a damage claim was opened. Please contact Mr. Alex [redacted] at [redacted], ext. [redacted], regarding your claim. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You stated that you recently experienced an increase in your monthly bill. You expressed concern that you are being charged unfairly for the services you are receiving. You again requested that your bill be restored to your promotional rate and that you continue to receive additional discounts for the matters disputed and then addressed in your prior complaints. As previously explained, you are being billed at the standard rate for the service you receive. You are currently receiving a $10.00 discount that will end on your March 2016 bill. There was a $5.00 price increase for your programming package in January 2016. This increase impacted every DISH Network customer. You do not qualify for any additional discounts at this point. I reviewed your February 2016 bill and the Protection Plan was removed from your account on February 8, 2016, to lower your bill. As a result, a standard change fee of $30.00 was applied to your account. As a courtesy, I waived that fee. While we regret that you do not agree with the resolution we provided in our previous correspondence, we believe we have provided a fair resolution to your complaint. At this point, we respectfully consider these issues closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
8[redacted]8[redacted] Dear Ms. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You indicated that your service was disconnected and you requested it be restarted. You also said that you will pay the regular price for programming. Our records reveal that you spoke with Mr. Luke Clements, a DISH Network Dispute Resolution Specialist, regarding your concerns on November 27, 2017. We are unable to honor your request to restart your service. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### 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.
Sincerely,
[redacted]
the original charge was $148.00; the Dish resolution specialist mentions $116.90 and the equipment. Does the equipment equal the difference?
October 4, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 25, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 29 and 30 and October 4, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our service because we are the only provider that offers the NFL Sunday Ticket, and that as of July 2016, we no longer offer the NFL Sunday Ticket. You demanded that we release you from your contract. DISH Network has never had the NFL Sunday Ticket, as DIRECTV has exclusive rights to the offer. DISH Network does offer the NFL Network (channel 154) and the NFL RedZone (channel 155) which were briefly removed due to our contract when the NFL Network contract expired. However, we were able to reach an agreement and the two channels have been restored. Your request has been denied. 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 ###-###-####
[redacted] Dear [redacted]: On June 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that [redacted] with our Executive Escalations Team made an exception and he waived your 24-month commitment on June 30, 2017. Please note that a review of your May 23, 2017, call revealed that you were advised of, and agreed to, a new 24-month commitment in order to receive our two-year price lock promotion. The agent with whom you spoke advised you of the 24-month commitment and transferred you to our automated phone system, where you were advised of the commitment again and agreed to our terms of service. 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] Dear Mr. [redacted]: On April 21, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. You maintain that you were not informed of the $5.00 monthly fee when you enrolled in DISH Pause nor of the loss of your promotion. Because of this, you disconnected your service and you disputed the early termination fee. A review of the call on November 23, 2016, when you requested that your account be placed on DISH Pause, reveals that you were advised you lose your promotion and the term commitment is extended. You were also informed that the monthly rate for DISH Pause would be $5.36. When I spoke with you by telephone today, I advised you that as an exception, I removed the $320.00 early termination fee and the $12.00 equipment return fee 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] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you signed a work order and were unaware that you signed an agreement. You also mentioned that you disconnected your service due to weather-related technical issues. Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgraded. You were enrolled in a term commitment when your equipment was upgraded on April 30, 2015. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Your service was disconnected on May 10, 2016. Since your term commitment was not fulfilled, an early termination fee of $120.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee. I also submitted a refund of $30.90 for your overpayment. Please allow two to four weeks for processing. We appreciate that you brought your concerns regarding the installer to our attention so we may address them 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] cc:
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.
I have sent in the statement so that they can see the three charges that were made on my account by Dish.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/27) */
May 26, 2015
Ms.[redacted]
Porter, OK XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the...
[redacted]
You said that you have been charged monthly for an extra receiver that you don't have. You requested that we provide you a credit for the receiver charge.
When we spoke, I advised you that our billing policy states that you must contact us within 20 days of receiving your bill to dispute any charges or we assume they are valid. However, as a courtesy, I agreed to apply a $300.00 account credit to be used toward your service charges. You agreed to my resolution.
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
[redacted], L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder [redacted]
[redacted].
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/18) */
September 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3, 2015, filed...
with the Revdex.com.
You indicated that you experienced issues with your dishNET internet service for the past year. The situation has not improved, so you requested a full refund.
In our September 4, 2015, email correspondence, I advised you that DISH Network requires that all billing issues be addressed within 30 days of their occurrence. Our records do not indicate that any problems with the internet service were previously reported.
As a courtesy, I waived your internet early termination fee allowing you to disconnect the service at any time without penalty. Additionally, I applied a $241.81 credit to your account to resolve the past-due balance on your account. You accepted this resolution, but indicated that you intend to pursue a full refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mrs. Shelley did all that she could do. She sent me her supervisor's name and he did an excellent job as well. Very happy with the service from the both of them.
March 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You maintain that you were not provided with the equipment or promotions that you were offered during your sales call. You also expressed concern about possible channel takedowns. You asked if you could disconnect your service without an early termination fee if the channels were taken down. Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns. You were advised of the monthly fees at that time and you agreed to them. Please note that we were unable to review your sales call for misinformation due to a system issue. DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract. We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement. As such, your 24-month commitment would remain valid. 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 [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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your correspondence, dated April 6, 2016, filed with the Revdex.com. You stated that when you contacted Planet Dish, an independent retail service provider, you were offered both TV and internet service. The internet service was not installed, which led you to disconnect the TV service. You were billed an early termination fee. You requested that the fee be waived. You also asked to receive a partial refund for your first payment of $104.05, as it included payment for the internet service. My three attempts to contact you at [redacted] on April 6, 7 and 8, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. As a courtesy, I waived your TV early termination fee. However, I’m unable to provide you with the refund that you requested. The $104.05 payment made on January 19, 2016, was only for your TV service and it included a $50.00 non-refundable activation fee. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Enclosure
August 8, 2016 Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You indicated that even after many phone calls to DISH Network, your issues were not resolved. In addition, you were...
dissatisfied with your customer service experience with one of our agents. When I spoke with you, I advised you that your refunds were being processed. I also advised you of your balance and the current past-due amount. I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives. We take our customer service seriously and we strive to be the best in our industry. Our customers are very important to us, and we sincerely apologize for the service that you received. Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service. There is no excuse for being inconsistent or insufficient to those that have made us what we are today – our customers! 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, 6:00 am - 2:30 pm MDT
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]no reasonable action was offered on Dish networks part. No action or resolution offered that would satisfy myself. I still want to be released from my contacts. If not offered , will file another complaint for deceptive business practices.
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with...
the Revdex.com.
You said that you ordered a five-TV setup but you were only provided with one receiver. You indicated that you received the additional receivers, but you requested additional free programming or to receive account credits.
When we spoke, I advised you that a review of your sales call revealed that only one receiver was requested. As such, your original work order was correct for what was requested. You then contacted us on April 17, 2015, and requested receivers for two additional TVs, which were provided free of charge on April 19, 2015.
As your original work order was correct, we are unable to provide any additional adjustments.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You maintain you were told your monthly rate would be $65.00. Please refer to my previous response wherein I explained the monthly billing. On January 15, 2016, DISH Network increased our core packages by $5.00 per month for all customers. Also, in that same month, your $22.00 monthly credit ended. However, an exception was made and a monthly $20.00 credit for six months (starting February 2016) was applied to your account. For these reasons, your bill increased by $7.00 a month. With the discounted international programming and the $20.00 credit, your monthly price is $71.99 before tax. I regret any confusion. In the interest of resolving this matter, I waived your early termination fee. You may cancel the service at any time with no penalty. We appreciate your feedback and your concerns will be addressed internally with the appropriate personal. 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, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
December 16, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 2, 2015, filed with the Revdex.com.
You...
maintain that you received poor picture quality for HD programming and you requested to be released from the 24-month commitment.
A review of your account indicates that, after several technician visits, there was no problem found with your DISH Network system--the issues were with your television. The input on your TV changes when it is turned on and off.
As the technical issue is out of DISH Network's control, the 24-month commitment remains valid.
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] Dear Ms. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and the level of customer service you received. When we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving. Our records indicate that you were receiving a monthly $10.00 courtesy credit that ended with your December 17, 2016, bill. Before that credit you were receiving a monthly $7.00 credit and a monthly $15.00 credit. As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so. Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement. You also said that you do not use your model 211 receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offer. 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 [redacted]. Sincerely, [redacted] Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your complaint, dated June 15, 2015, filed...
with the Revdex.com.
You said that you canceled your DISH Network account due to ongoing technical issues. You requested that the early termination fee be waived.
When we spoke by phone, I advised you that I have met your request to waive the early termination fee. You will receive a refund of $129.33.
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, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. Very satisfied with the resolution.
February 24, 2016 Ms. [redacted]
[redacted] [redacted]
* Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. Key: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You said that damage was done to your home during the installation of your service. You requested that we pay for the repairs. When we spoke, I told you that I sent your complaint to our Corporate Field Resolutions Team and a damage claim was opened. Please contact Mr. Alex [redacted] at [redacted], ext. [redacted], regarding your claim. 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
February 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com. You stated that you recently experienced an increase in your monthly bill. You expressed concern that you are being charged unfairly for the services you are receiving. You again requested that your bill be restored to your promotional rate and that you continue to receive additional discounts for the matters disputed and then addressed in your prior complaints. As previously explained, you are being billed at the standard rate for the service you receive. You are currently receiving a $10.00 discount that will end on your March 2016 bill. There was a $5.00 price increase for your programming package in January 2016. This increase impacted every DISH Network customer. You do not qualify for any additional discounts at this point. I reviewed your February 2016 bill and the Protection Plan was removed from your account on February 8, 2016, to lower your bill. As a result, a standard change fee of $30.00 was applied to your account. As a courtesy, I waived that fee. While we regret that you do not agree with the resolution we provided in our previous correspondence, we believe we have provided a fair resolution to your complaint. At this point, we respectfully consider these issues closed. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
* cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
November 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
8[redacted]8[redacted] Dear Ms. [redacted]: On November 28, 2017, we received your complaint, dated November 27, 2017, filed with the Revdex.com. You indicated that your service was disconnected and you requested it be restarted. You also said that you will pay the regular price for programming. Our records reveal that you spoke with Mr. Luke Clements, a DISH Network Dispute Resolution Specialist, regarding your concerns on November 27, 2017. We are unable to honor your request to restart your service. 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: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### 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.
Sincerely,
[redacted]
the original charge was $148.00; the Dish resolution specialist mentions $116.90 and the equipment. Does the equipment equal the difference?
October 4, 2016 Dear Ms. [redacted]: On September 27, 2016, we received your complaint, dated September 25, 2016, filed with the Revdex.com. My attempts to reach you by phone on September 29 and 30 and October 4, 2016, have been unsuccessful; however, I was...
able to leave a voice message on each attempt. You said that you agreed to our service because we are the only provider that offers the NFL Sunday Ticket, and that as of July 2016, we no longer offer the NFL Sunday Ticket. You demanded that we release you from your contract. DISH Network has never had the NFL Sunday Ticket, as DIRECTV has exclusive rights to the offer. DISH Network does offer the NFL Network (channel 154) and the NFL RedZone (channel 155) which were briefly removed due to our contract when the NFL Network contract expired. However, we were able to reach an agreement and the two channels have been restored. Your request has been denied. 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 ###-###-####
June 30, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 28, 2017, we received your complaint, dated June 27, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that [redacted] with our Executive Escalations Team made an exception and he waived your 24-month commitment on June 30, 2017. Please note that a review of your May 23, 2017, call revealed that you were advised of, and agreed to, a new 24-month commitment in order to receive our two-year price lock promotion. The agent with whom you spoke advised you of the 24-month commitment and transferred you to our automated phone system, where you were advised of the commitment again and agreed to our terms of service. 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]
[redacted]
April 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 21, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. You maintain that you were not informed of the $5.00 monthly fee when you enrolled in DISH Pause nor of the loss of your promotion. Because of this, you disconnected your service and you disputed the early termination fee. A review of the call on November 23, 2016, when you requested that your account be placed on DISH Pause, reveals that you were advised you lose your promotion and the term commitment is extended. You were also informed that the monthly rate for DISH Pause would be $5.36. When I spoke with you by telephone today, I advised you that as an exception, I removed the $320.00 early termination fee and the $12.00 equipment return fee 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] Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
[redacted]
May 13, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 12, 2016, we received your complaint, dated May 11, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you signed a work order and were unaware that you signed an agreement. You also mentioned that you disconnected your service due to weather-related technical issues. Please be advised that a new 24-month commitment is required when additional equipment is requested or existing equipment is upgraded. You were enrolled in a term commitment when your equipment was upgraded on April 30, 2015. Heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passed. Aiming the satellite dish to get the strongest signal during installation will help prevent these weather conditions from interrupting the signal. Your service was disconnected on May 10, 2016. Since your term commitment was not fulfilled, an early termination fee of $120.00 was applied to your account. When I spoke with you by phone today, I advised you that I reversed the early termination fee. I also submitted a refund of $30.90 for your overpayment. Please allow two to four weeks for processing. We appreciate that you brought your concerns regarding the installer to our attention so we may address them 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] cc:
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.
I have sent in the statement so that they can see the three charges that were made on my account by Dish.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/05/27) */
May 26, 2015
Ms.[redacted]
Porter, OK XXXXX
Re: [redacted] Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On [redacted] 22, 2015, we received your complaint, dated [redacted] 21, 2015, filed with the...
[redacted]
You said that you have been charged monthly for an extra receiver that you don't have. You requested that we provide you a credit for the receiver charge.
When we spoke, I advised you that our billing policy states that you must contact us within 20 days of receiving your bill to dispute any charges or we assume they are valid. However, as a courtesy, I agreed to apply a $300.00 account credit to be used toward your service charges. You agreed to my resolution.
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
[redacted], L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
([redacted]
cc: Denver / Boulder [redacted]
[redacted].
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/09/18) */
September 10, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3, 2015, filed...
with the Revdex.com.
You indicated that you experienced issues with your dishNET internet service for the past year. The situation has not improved, so you requested a full refund.
In our September 4, 2015, email correspondence, I advised you that DISH Network requires that all billing issues be addressed within 30 days of their occurrence. Our records do not indicate that any problems with the internet service were previously reported.
As a courtesy, I waived your internet early termination fee allowing you to disconnect the service at any time without penalty. Additionally, I applied a $241.81 credit to your account to resolve the past-due balance on your account. You accepted this resolution, but indicated that you intend to pursue a full refund.
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: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mrs. Shelley did all that she could do. She sent me her supervisor's name and he did an excellent job as well. Very happy with the service from the both of them.
March 17, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Ms. [redacted]: On March 17, 2016, we received your complaint, dated March 4, 2016, filed with the Revdex.com. You maintain that you were not provided with the equipment or promotions that you were offered during your sales call. You also expressed concern about possible channel takedowns. You asked if you could disconnect your service without an early termination fee if the channels were taken down. Our records show that you were offered, and you accepted, equipment upgrades and three free months of service to resolve your previous concerns. You were advised of the monthly fees at that time and you agreed to them. Please note that we were unable to review your sales call for misinformation due to a system issue. DISH Network is working hard to keep the channels to which you refer; however, our contract with NBC Universal is nearing its end and we have not been able to come to an agreement with them concerning renewing that contract. We will do all we can to keep our programming packages the same; however, as the possibility of channel takedowns is an industry reality, we must provide for changes to programming in our Digital Home Advantage customer agreement. As such, your 24-month commitment would remain valid. 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 [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] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
April 12, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 6, 2016, we received your correspondence, dated April 6, 2016, filed with the Revdex.com. You stated that when you contacted Planet Dish, an independent retail service provider, you were offered both TV and internet service. The internet service was not installed, which led you to disconnect the TV service. You were billed an early termination fee. You requested that the fee be waived. You also asked to receive a partial refund for your first payment of $104.05, as it included payment for the internet service. My three attempts to contact you at [redacted] on April 6, 7 and 8, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted]@gmail.com (copy enclosed), but I have not received a response. As a courtesy, I waived your TV early termination fee. However, I’m unable to provide you with the refund that you requested. The $104.05 payment made on January 19, 2016, was only for your TV service and it included a $50.00 non-refundable activation fee. 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted] Enclosure
August 8, 2016 Dear Mr. [redacted]: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You indicated that even after many phone calls to DISH Network, your issues were not resolved. In addition, you were...
dissatisfied with your customer service experience with one of our agents. When I spoke with you, I advised you that your refunds were being processed. I also advised you of your balance and the current past-due amount. I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representatives. We take our customer service seriously and we strive to be the best in our industry. Our customers are very important to us, and we sincerely apologize for the service that you received. Please understand that as a growing company, we are continuously training all of our employees and constantly re-evaluating our customer service. There is no excuse for being inconsistent or insufficient to those that have made us what we are today – our customers! 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, 6:00 am - 2:30 pm MDT
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]no reasonable action was offered on Dish networks part. No action or resolution offered that would satisfy myself. I still want to be released from my contacts. If not offered , will file another complaint for deceptive business practices.
Initial Business Response /* (1000, 4, 2015/04/23) */
April 21, 2015
Ms. [redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On April 20, 2015, we received your complaint, dated April 17, 2015, filed with...
the Revdex.com.
You said that you ordered a five-TV setup but you were only provided with one receiver. You indicated that you received the additional receivers, but you requested additional free programming or to receive account credits.
When we spoke, I advised you that a review of your sales call revealed that only one receiver was requested. As such, your original work order was correct for what was requested. You then contacted us on April 17, 2015, and requested receivers for two additional TVs, which were provided free of charge on April 19, 2015.
As your original work order was correct, we are unable to provide any additional adjustments.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]) [redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On March 4, 2016, we received your rebuttal, dated March 3, 2016, filed with the Revdex.com. You maintain you were told your monthly rate would be $65.00. Please refer to my previous response wherein I explained the monthly billing. On January 15, 2016, DISH Network increased our core packages by $5.00 per month for all customers. Also, in that same month, your $22.00 monthly credit ended. However, an exception was made and a monthly $20.00 credit for six months (starting February 2016) was applied to your account. For these reasons, your bill increased by $7.00 a month. With the discounted international programming and the $20.00 credit, your monthly price is $71.99 before tax. I regret any confusion. In the interest of resolving this matter, I waived your early termination fee. You may cancel the service at any time with no penalty. We appreciate your feedback and your concerns will be addressed internally with the appropriate personal. 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, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] Tell us why here...
December 16, 2015
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 4, 2015, we received your complaint, dated December 2, 2015, filed with the Revdex.com.
You...
maintain that you received poor picture quality for HD programming and you requested to be released from the 24-month commitment.
A review of your account indicates that, after several technician visits, there was no problem found with your DISH Network system--the issues were with your television. The input on your TV changes when it is turned on and off.
As the technical issue is out of DISH Network's control, the 24-month commitment remains valid.
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]
January 3, 2017 Ms. [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 2, 2017, we received your complaint, dated December 30, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and the level of customer service you received. When we spoke, I attempted to explain your monthly rate and how it was lowered each month by credits that you were receiving. Our records indicate that you were receiving a monthly $10.00 courtesy credit that ended with your December 17, 2016, bill. Before that credit you were receiving a monthly $7.00 credit and a monthly $15.00 credit. As I explained, agents have some discretion when applying credits but they have business rules that they must abide by when doing so. Please note that as you are subscribing to an ongoing service, your monthly rate will increase over time, as provided for in our Residential Customer Agreement. You also said that you do not use your model 211 receiver for months at a time, so I offered to mark it as purchased so that you may deactivate it when it is not in use, but you declined my offer. 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 [redacted]. Sincerely, [redacted] Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 10, 2015/06/29) */
June 25, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 19, 2015, we received your complaint, dated June 15, 2015, filed...
with the Revdex.com.
You said that you canceled your DISH Network account due to ongoing technical issues. You requested that the early termination fee be waived.
When we spoke by phone, I advised you that I have met your request to waive the early termination fee. You will receive a refund of $129.33.
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, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. Very satisfied with the resolution.