Initial Business Response /* (1000, 7, 2015/09/16) */
September 15, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the technical issues you experienced with your [redacted] and requested a refund.
We forwarded your complaint to [redacted] and they informed us that they apologized for the inconvenience and offered a $5.00 refund for the technical issues you experienced. They have not received a response from you.
I enclosed a copy of their offer for your review.
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, 9, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a hard one. I accept the refund, but you still haven't resolved the issues I stated in my complaint. I'm still having problems with audio, outages, freezing and constant buffering. What's it going to take to get you to fix these? I'm going into my third month. This is getting ridiculous!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 6, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to express concern with some technical issues you experienced with [redacted].
[redacted] has notified us that they are continually working to improve their service. Enclosed is a copy of [redacted]'s response.
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]
Final Consumer Response /* (2000, 13, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Ms. [redacted] Road, Lot [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at ([redacted] on June 10, 11 and 12, 2015, were unsuccessful; however, I left three messages.
You expressed concern with our attempts to install DISH Network service at your residence. You indicated that our technician disconnected your existing service and you were unable to receive all your channels when he reconnected it. You requested that DISH Network reimburse you the $18.00 that you paid to get your service fixed.
Our records reveal that your installation order was canceled on May 29, 2015, because we were unable to obtain a signal from your residence. A full refund of $57.67 was applied to your credit card account on June 2, 2015. We are unable to honor your reimbursement request.
You also maintain that the technician did not return to your home as promised and he did not return your calls. We appreciate you bringing this matter to our attention so we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network owes me for the cost of fixing the satellite that he never should have disconnected to begin with. I received two calls while I was working and the last stated the script written in their response, so I didn't waste any more of my time. They have now lost my business for life and I will spread the word about the lack of customer service to everyone I know. Hope it was worth $18!
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
Ms. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com.
You expressed further concern with the $18.00 that you paid to have your previous service reconnected.
Although you requested DISH Network service, we are unable to guarantee service until a technician is sent to your home. As a result, we are not responsible for any fees incurred to reconnect with your previous service provider.
We regret any inconvenience that this issue may have caused you.
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: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network lacks customer service in their entirety for causing problems with my service and not resolving the problem. Any business like this will suffer in the long run.
Initial Business Response /* (1000, 5, 2015/09/25) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your complaint, dated September 4, 2015,...
filed with the Revdex.com.
You disputed that you were told you had a one-year contract with DISH Network. You also stated that you disconnected the service because you do not use it. You expressed concern that we have attempted to collect automatic payments.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. A sales confirmation email was sent to [redacted]@gmail.com on April 2, 2014. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic device. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. The copy that you received is a printout of the information from the electronic device.
Authorization to automatically debit the credit/debit card for equipment or the early termination fee is provided in the DHA agreement.
A copy of the agreement was emailed to the same email address on July 29, 2015. I have enclosed an additional copy for your review.
When I spoke with you by telephone today, I advised you that since the service was active for less than 60 days, I removed the $480.00 termination fee.
Please return the leased equipment to avoid unreturned equipment fees.
I apologize on behalf of DISH Network for the customer service you received.
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 Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You said that you were not made aware of the 24-month contract when you upgraded your equipment. You requested that the early termination fee be waived.
When we spoke by phone, I explained that I was unable to confirm what you were told by phone when you ordered the equipment upgrade. However, our records reflect that we have a signed contract on file for your account. As a courtesy, I agreed to waive your early termination fee and refund your last payment of $104.80.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You disputed your monthly rate for service. When we spoke, I attempted to explain that your monthly rate fluctuated month to month due to changes you made to your account. As I advised you, the America’s Top 120 programming package price increased by $5.00 per month in January 2015 and 2016. Per the terms of your customer agreement, your monthly rate may change at any time. Enclosed is a copy for your records. Additionally, your monthly rate fluctuated due to monthly credits you requested to be added to your account or credits ending and being removed from it. A review of your calls revealed that you contacted us on November 13, 2015, when your new customer promotion ended and you expressed concern about your monthly rate. The agent with whom you spoke provided you with a monthly $15.00 credit for six months. You then contacted us again on January 24, 2016, about your rate and an agent provided you an additional $5.00 monthly credit for three months as a courtesy. As your monthly rate was not guaranteed and as a review of your billing revealed that it was correct, we are unable to waive your $140.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] Enclosure
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]
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 25, 2016, filed with the Revdex.com. You said you were advised that your early termination fee was waived, but then $463.27 was debited from your bank account. When we spoke, I advised you that although the fee was valid, I waived the fee and refunded $463.27 to you. 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]
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You maintain that you were not told that our On-Demand service required an internet connection. Your internet and TV services were activated on October 24, 2015, with a 24-month commitment for each service. As with all streaming services, our On-Demand service requires internet. Your internet service includes 10 GB (gigabytes) of anytime usage (8:00 am through 2:00 am) and 50 GB of off-peak usage (2:00 am through 8:00 am). The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. You also stated that you are not receiving the CW and Hallmark channels as promised. Our records do not show that you contacted us regarding this matter. Although the Hallmark channel is available in a higher package, DISH Network does not carry the CW channel in your area. I waived the 24-month commitments for your internet and TV services. You may disconnected these services without penalty. 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]
September 13, 2016 Dear Ms. [redacted]: On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com. You requested that your account be disconnected. You also asked to receive proof that your current service and the service at your previous location was disconnected. In addition, you would like the dish to be removed. Furthermore, you requested that DISH Network cease contact with you. I regret that we were unable to speak directly. Your account was disconnected on August 20, 2016. You have one account number for both locations. If someone establishes service at your previous home, they will be required to open an account in their name with their own information. DISH Network does not require the return of the dish. If you would like the dish removed from your home, the starting cost is $95.00. You may also refer to a local retailer to remove it. Once removed, you may dispose of the dish at your discretion. I placed your contact information on our internal Do Not Contact list. However, please know that we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list. 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 ###-###-#### David Laslo
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You expressed concern with the removal of your local Fox station and NFL Network. You maintain that you received no notice. You also do not agree with the early termination fee to disconnect your service. Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please be advised that we do not guarantee certain channels will be received because our programming packages are subject to change. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customers. Unfortunately, we to do have an estimated time for when the channels may be restored. When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your service. Although you indicated that you would call me back, I have not received a call. You may contact me directly to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]1. 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]
Revdex.com:
I spoke again with [redacted] last week and have decided to cancel my contract for $99 per his offer (rather than the $460). While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get. Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: there was no payment made through an online account never have I authorized a payment of 10.02 there was a 10.00 payment that was authorized and also sent through the bank for the reason of getting the service turned back on. I would very much like to see proof of the other payment since we did not make it and have not received anything through our online acct showing authorization for such. Also I have been told by other personnel that the payments were sent in by receiver, so it can't be both. I think they are making it up as they go
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) option. You disputed the early termination fee.
When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statement. We have sent you a monthly email billing notice to [redacted]@gmail.com.
Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, in the interest of resolving this matter, I waived your early termination fee. Per your request, your service will be disconnected on September 4, 2015. You accepted this resolution.
You agreed to return the leased receivers and remote controls to DISH Network. A return box with label will be delivered to your address by UPS. I also waived the $10.00 box return fee.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####752 Dear Mr. [redacted]: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with...
the Revdex.com. You expressed concern with the possible debit to your credit card account for an early termination fee. You maintain that you were told the fee would be applied to your final bill. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns and that your service was canceled one day before you requested it to be. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. While you mentioned your concerns with the removal of 18 channels due to our dispute with Viacom, an agreement was reached with Viacom on April 21, 2016, to keep the channels in our lineup. Your service was activated on March 23, 2015, with a 24-month commitment and it was disconnected on April 21, 2016. Since your term commitment was not fulfilled, an early termination fee of $240.00 was applied to your account. Additionally, a fee of $10.00 applies for each box provided for the return of the equipment. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees on your account. When I spoke with you by phone on April 22, 2016, I advised you that I made an exception and reversed the early termination and box return fees from your account. This will leave your account with a balance of $126.02 for services rendered. 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, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 11, 2015/10/22) */
October 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your correspondence, dated October 12, 2015,...
filed with the Revdex.com.
You said that your credit card was debited for an account that does not belong to you. You requested a refund of $400.00.
I attempted to reach you at (XXX) XXX-XXXX on October 13, 14 and 15, 2015, without success. On all contact attempts, the voice mailbox was full.
We received a credit card chargeback from your financial institution and the funds of $400.00 were returned to your credit card account ending in 2212 on October 15, 2015. Please contact your bank to verify this transaction.
Since you maintain you did not open the disputed DISH Network account, we ask that you fill out and return the enclosed ID theft affidavit for further investigation. You may scan and email the forms to me at [redacted]@dish.com or mail copies to DISH Network, PO Box 9040, Littleton, CO XXXXX. Please also include Attn: Christina Atencio.
When our investigation is complete, a member of the DISH Network ID Theft Team will contact you directly.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Mrs. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 12, 13 and 14, 2016, were unsuccessful; however, I left three messages (one message was left with your...
husband). You expressed concern with the following: · Gift card · Activation fee · Reimbursement request · Pay-Per-Views (PPVs) · Early termination fee You expressed concern with the gift card offer of $50.00 as you were unaware that a fee of $2.95 was required to receive it. Your service was established through [redacted] (###-###-####), an independent company. As this is not a DISH Network offer, we are unable to provide you with the gift card. You may contact [redacted] for further assistance with this issue. Although you stated that an activation fee was required when our technician arrived, our records do not show that you were charged an activation fee. Because you requested to change the equipment from regular Joey receivers to Wireless Joey receivers during the installation, a $50.00 fee applied; however, this charge was waived as a courtesy. You said that our technician left your gate open and your dog got out. You would like DISH Network to reimburse you $26.00 for the fee you paid to retrieve your dog. We are unable to honor your reimbursement request. You maintain that you did not order the PPVs that were applied to your account. We show that the PPVs were ordered using your remote. While PPVs are non-refundable, I made an exception and reversed the charges totaling $90.94. You disputed your 24-month commitment. I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect 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, 6:30 am – 3:00 pm MDT ###-###-####
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke, I advised you that I made an exception and waived the $442.76 balance as a courtesy. Please note that our records indicate you initiated dishNET internet service shortly before disconnecting your DISH Network TV account. As the two services are separate but their billing is bundled, you must disconnect both services. As the internet service was not disconnected, a $420.00 early termination fee was applied. 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]
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com. You stated that you received a $30.00 credit from DISH Network on your monthly bill. This credit was provided as a courtesy and ended on your December 2015 bill. Your bundled Frontier bill reflected the increased DISH Network charges. You contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier bill. You expressed concern with the delay and you requested an additional credit. In our March 1, 2016, email correspondence, I offered to apply an additional $30.00 credit to your account. Your accepted this resolution. Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month. 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]
[redacted] Dear Ms. Flaharty: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You maintain that you are experiencing technical issues caused by a DISH Network technician. You requested another technician visit and to receive compensation. When we spoke, I advised you that our records indicate that none of the technicians dispatched to your house were able to find any issues with your DISH Network equipment or with your TV picture. As experienced technicians and a Field Service Manager have already been sent to your home and found nothing wrong, we are unable to send more technicians for this issue. I offered to waive your 24-month commitment or apply a credit of up to $99.00 to your account to have a TV repair-person check your TV. You chose to have your 24-month commitment waived, but then you requested the technician as well. As a courtesy, I extended the offer for up to a $99.00 credit. As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation. 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]
Dear Ms. [redacted]: On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You continue to maintain that this account should have been disconnected in June 2014. As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June 2015. You were to call us back with further instructions and we received no further communication from you until January 5, 2016. We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, 2015. Additionally, the account is automatically time-stamped when the account is accessed. There are no time-stamps or notes after June 22, 2015, until January 5, 2016. We provided the details of our findings in my last correspondence (copy enclosed). The charges remain valid. Please note that we have received the equipment and it was removed from the account. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####
Initial Business Response /* (1000, 7, 2015/09/16) */
September 15, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 28, 2015, we received your complaint, dated August 24, 2015, filed with the...
Revdex.com.
You expressed concern with the technical issues you experienced with your [redacted] and requested a refund.
We forwarded your complaint to [redacted] and they informed us that they apologized for the inconvenience and offered a $5.00 refund for the technical issues you experienced. They have not received a response from you.
I enclosed a copy of their offer for your review.
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, 9, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a hard one. I accept the refund, but you still haven't resolved the issues I stated in my complaint. I'm still having problems with audio, outages, freezing and constant buffering. What's it going to take to get you to fix these? I'm going into my third month. This is getting ridiculous!!
Final Business Response /* (4000, 11, 2015/10/06) */
October 6, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On September 24, 2015, we received your complaint, dated September 21, 2015, filed with the Revdex.com.
You continue to express concern with some technical issues you experienced with [redacted].
[redacted] has notified us that they are continually working to improve their service. Enclosed is a copy of [redacted]'s response.
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]
Final Consumer Response /* (2000, 13, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/15) */
June 12, 2015
Ms. [redacted] Road, Lot [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 10, 2015, we received your complaint, dated June 9, 2015, filed with...
the Revdex.com.
My attempts to contact you by phone at ([redacted] on June 10, 11 and 12, 2015, were unsuccessful; however, I left three messages.
You expressed concern with our attempts to install DISH Network service at your residence. You indicated that our technician disconnected your existing service and you were unable to receive all your channels when he reconnected it. You requested that DISH Network reimburse you the $18.00 that you paid to get your service fixed.
Our records reveal that your installation order was canceled on May 29, 2015, because we were unable to obtain a signal from your residence. A full refund of $57.67 was applied to your credit card account on June 2, 2015. We are unable to honor your reimbursement request.
You also maintain that the technician did not return to your home as promised and he did not return your calls. We appreciate you bringing this matter to our attention so we may address it internally with the appropriate personnel.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network owes me for the cost of fixing the satellite that he never should have disconnected to begin with. I received two calls while I was working and the last stated the script written in their response, so I didn't waste any more of my time. They have now lost my business for life and I will spread the word about the lack of customer service to everyone I know. Hope it was worth $18!
Final Business Response /* (4000, 9, 2015/06/24) */
June 23, 2015
Ms. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On June 22, 2015, we received your complaint, dated June 20, 2015, filed with the Revdex.com.
You expressed further concern with the $18.00 that you paid to have your previous service reconnected.
Although you requested DISH Network service, we are unable to guarantee service until a technician is sent to your home. As a result, we are not responsible for any fees incurred to reconnect with your previous service provider.
We regret any inconvenience that this issue may have caused you.
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: Denver / Boulder Revdex.com
[redacted] St.
Denver, CO 80204
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network lacks customer service in their entirety for causing problems with my service and not resolving the problem. Any business like this will suffer in the long run.
Initial Business Response /* (1000, 5, 2015/09/25) */
September 8, 2015
Mr. [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 8, 2015, we received your complaint, dated September 4, 2015,...
filed with the Revdex.com.
You disputed that you were told you had a one-year contract with DISH Network. You also stated that you disconnected the service because you do not use it. You expressed concern that we have attempted to collect automatic payments.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement. A sales confirmation email was sent to [redacted]@gmail.com on April 2, 2014. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation.
After the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic device. The electronic device used with the tablet may not track as quickly as a pen and the signature may look distorted. The copy that you received is a printout of the information from the electronic device.
Authorization to automatically debit the credit/debit card for equipment or the early termination fee is provided in the DHA agreement.
A copy of the agreement was emailed to the same email address on July 29, 2015. I have enclosed an additional copy for your review.
When I spoke with you by telephone today, I advised you that since the service was active for less than 60 days, I removed the $480.00 termination fee.
Please return the leased equipment to avoid unreturned equipment fees.
I apologize on behalf of DISH Network for the customer service you received.
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 Business Response /* (1000, 5, 2015/07/31) */
July 30, 2015
Mr. [redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with...
the Revdex.com.
You said that you were not made aware of the 24-month contract when you upgraded your equipment. You requested that the early termination fee be waived.
When we spoke by phone, I explained that I was unable to confirm what you were told by phone when you ordered the equipment upgrade. However, our records reflect that we have a signed contract on file for your account. As a courtesy, I agreed to waive your early termination fee and refund your last payment of $104.80.
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
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Tell us why here...May 31, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 26, 2016, we received your complaint, dated May 24, 2016, filed with the Revdex.com. You disputed your monthly rate for service. When we spoke, I attempted to explain that your monthly rate fluctuated month to month due to changes you made to your account. As I advised you, the America’s Top 120 programming package price increased by $5.00 per month in January 2015 and 2016. Per the terms of your customer agreement, your monthly rate may change at any time. Enclosed is a copy for your records. Additionally, your monthly rate fluctuated due to monthly credits you requested to be added to your account or credits ending and being removed from it. A review of your calls revealed that you contacted us on November 13, 2015, when your new customer promotion ended and you expressed concern about your monthly rate. The agent with whom you spoke provided you with a monthly $15.00 credit for six months. You then contacted us again on January 24, 2016, about your rate and an agent provided you an additional $5.00 monthly credit for three months as a courtesy. As your monthly rate was not guaranteed and as a review of your billing revealed that it was correct, we are unable to waive your $140.00 early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] Enclosure
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]
April 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 25, 2016, filed with the Revdex.com. You said you were advised that your early termination fee was waived, but then $463.27 was debited from your bank account. When we spoke, I advised you that although the fee was valid, I waived the fee and refunded $463.27 to you. 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]
January 18, 2016 Ms. [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You maintain that you were not told that our On-Demand service required an internet connection. Your internet and TV services were activated on October 24, 2015, with a 24-month commitment for each service. As with all streaming services, our On-Demand service requires internet. Your internet service includes 10 GB (gigabytes) of anytime usage (8:00 am through 2:00 am) and 50 GB of off-peak usage (2:00 am through 8:00 am). The Fair Access Policy and Data Allowance Policy were designed to ensure that all internet customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the service in a 30-day period before speeds are slowed. You also stated that you are not receiving the CW and Hallmark channels as promised. Our records do not show that you contacted us regarding this matter. Although the Hallmark channel is available in a higher package, DISH Network does not carry the CW channel in your area. I waived the 24-month commitments for your internet and TV services. You may disconnected these services without penalty. 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]
September 13, 2016 Dear Ms. [redacted]: On September 13, 2016, we received your rebuttal, dated September 12, 2016, filed with the Revdex.com. You requested that your account be disconnected. You also asked to receive proof that your current service and the service at your previous location was disconnected. In addition, you would like the dish to be removed. Furthermore, you requested that DISH Network cease contact with you. I regret that we were unable to speak directly. Your account was disconnected on August 20, 2016. You have one account number for both locations. If someone establishes service at your previous home, they will be required to open an account in their name with their own information. DISH Network does not require the return of the dish. If you would like the dish removed from your home, the starting cost is $95.00. You may also refer to a local retailer to remove it. Once removed, you may dispose of the dish at your discretion. I placed your contact information on our internal Do Not Contact list. However, please know that we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement that you receive and request to be placed on their Do Not Contact list. 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 ###-###-#### David Laslo
June 28, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com. You expressed concern with the removal of your local Fox station and NFL Network. You maintain that you received no notice. You also do not agree with the early termination fee to disconnect your service. Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotion. Please be advised that we do not guarantee certain channels will be received because our programming packages are subject to change. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customers. Unfortunately, we to do have an estimated time for when the channels may be restored. When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your service. Although you indicated that you would call me back, I have not received a call. You may contact me directly to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]1. 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]
Revdex.com:
I spoke again with [redacted] last week and have decided to cancel my contract for $99 per his offer (rather than the $460). While I am not completely satisfied with this as I feel I shouldn't have had to pay anything based on everything that happened, it appears that this is the best I was going to get. Therefore, I figured I might as well cut my losses and be done with the horrible service at Dish.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: there was no payment made through an online account never have I authorized a payment of 10.02 there was a 10.00 payment that was authorized and also sent through the bank for the reason of getting the service turned back on. I would very much like to see proof of the other payment since we did not make it and have not received anything through our online acct showing authorization for such. Also I have been told by other personnel that the payments were sent in by receiver, so it can't be both. I think they are making it up as they go
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/25) */
August 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear [redacted]:
On August 18, 2015, we received your correspondence, dated August 17, 2015,...
filed with the Revdex.com.
You maintain that the salesperson told you that a paper bill would be mailed with the Credit Card AutoPay (CCA) option. You disputed the early termination fee.
When we spoke today, I advised you that when an account is enrolled in CCA, the system will not generate a paper statement. We have sent you a monthly email billing notice to [redacted]@gmail.com.
Please note that DISH Network does not offer a trial period to cancel service without a penalty. Nevertheless, in the interest of resolving this matter, I waived your early termination fee. Per your request, your service will be disconnected on September 4, 2015. You accepted this resolution.
You agreed to return the leased receivers and remote controls to DISH Network. A return box with label will be delivered to your address by UPS. I also waived the $10.00 box return fee.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Re: Revdex.com Complaint # [redacted] 8[redacted]###-###-####752 Dear Mr. [redacted]: On April 22, 2016, we received your complaint, dated April 21, 2016, filed with...
the Revdex.com. You expressed concern with the possible debit to your credit card account for an early termination fee. You maintain that you were told the fee would be applied to your final bill. You also expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns and that your service was canceled one day before you requested it to be. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. While you mentioned your concerns with the removal of 18 channels due to our dispute with Viacom, an agreement was reached with Viacom on April 21, 2016, to keep the channels in our lineup. Your service was activated on March 23, 2015, with a 24-month commitment and it was disconnected on April 21, 2016. Since your term commitment was not fulfilled, an early termination fee of $240.00 was applied to your account. Additionally, a fee of $10.00 applies for each box provided for the return of the equipment. Per your promotional agreement, DISH Network may automatically debit your credit card account for any early termination, unreturned equipment and/or shipping fees on your account. When I spoke with you by phone on April 22, 2016, I advised you that I made an exception and reversed the early termination and box return fees from your account. This will leave your account with a balance of $126.02 for services rendered. 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, 6:30 am – 3:00 pm MDT ###-###-####
Initial Business Response /* (1000, 11, 2015/10/22) */
October 17, 2015
[redacted]
[redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 13, 2015, we received your correspondence, dated October 12, 2015,...
filed with the Revdex.com.
You said that your credit card was debited for an account that does not belong to you. You requested a refund of $400.00.
I attempted to reach you at (XXX) XXX-XXXX on October 13, 14 and 15, 2015, without success. On all contact attempts, the voice mailbox was full.
We received a credit card chargeback from your financial institution and the funds of $400.00 were returned to your credit card account ending in 2212 on October 15, 2015. Please contact your bank to verify this transaction.
Since you maintain you did not open the disputed DISH Network account, we ask that you fill out and return the enclosed ID theft affidavit for further investigation. You may scan and email the forms to me at [redacted]@dish.com or mail copies to DISH Network, PO Box 9040, Littleton, CO XXXXX. Please also include Attn: Christina Atencio.
When our investigation is complete, a member of the DISH Network ID Theft Team will contact you directly.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Dear Mrs. [redacted]: On January 12, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 12, 13 and 14, 2016, were unsuccessful; however, I left three messages (one message was left with your...
husband). You expressed concern with the following: · Gift card · Activation fee · Reimbursement request · Pay-Per-Views (PPVs) · Early termination fee You expressed concern with the gift card offer of $50.00 as you were unaware that a fee of $2.95 was required to receive it. Your service was established through [redacted] (###-###-####), an independent company. As this is not a DISH Network offer, we are unable to provide you with the gift card. You may contact [redacted] for further assistance with this issue. Although you stated that an activation fee was required when our technician arrived, our records do not show that you were charged an activation fee. Because you requested to change the equipment from regular Joey receivers to Wireless Joey receivers during the installation, a $50.00 fee applied; however, this charge was waived as a courtesy. You said that our technician left your gate open and your dog got out. You would like DISH Network to reimburse you $26.00 for the fee you paid to retrieve your dog. We are unable to honor your reimbursement request. You maintain that you did not order the PPVs that were applied to your account. We show that the PPVs were ordered using your remote. While PPVs are non-refundable, I made an exception and reversed the charges totaling $90.94. You disputed your 24-month commitment. I made an exception and waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect 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, 6:30 am – 3:00 pm MDT ###-###-####
April 4, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 1, 2016, we received your complaint, dated March 31, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. When we spoke, I advised you that I made an exception and waived the $442.76 balance as a courtesy. Please note that our records indicate you initiated dishNET internet service shortly before disconnecting your DISH Network TV account. As the two services are separate but their billing is bundled, you must disconnect both services. As the internet service was not disconnected, a $420.00 early termination fee was applied. 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]
March 3, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 1, 2016, we received your correspondence, dated February 28, 2016, filed with the Revdex.com. You stated that you received a $30.00 credit from DISH Network on your monthly bill. This credit was provided as a courtesy and ended on your December 2015 bill. Your bundled Frontier bill reflected the increased DISH Network charges. You contacted DISH Network and your credit was extended an additional four months; however, the new credit is not currently being reflected on your Frontier bill. You expressed concern with the delay and you requested an additional credit. In our March 1, 2016, email correspondence, I offered to apply an additional $30.00 credit to your account. Your accepted this resolution. Please note that DISH Network transfers the monthly charges for your TV service to Frontier on the second of every month. 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]
February 25, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Flaharty: On February 23, 2016, we received your complaint, dated February 21, 2016, filed with the Revdex.com. You maintain that you are experiencing technical issues caused by a DISH Network technician. You requested another technician visit and to receive compensation. When we spoke, I advised you that our records indicate that none of the technicians dispatched to your house were able to find any issues with your DISH Network equipment or with your TV picture. As experienced technicians and a Field Service Manager have already been sent to your home and found nothing wrong, we are unable to send more technicians for this issue. I offered to waive your 24-month commitment or apply a credit of up to $99.00 to your account to have a TV repair-person check your TV. You chose to have your 24-month commitment waived, but then you requested the technician as well. As a courtesy, I extended the offer for up to a $99.00 credit. As DISH Network technicians have been unable to find anything wrong with your system whether caused by DISH Network or not, we are unable to provide you with compensation. 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]
Dear Ms. [redacted]: On December 29, 2015, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You continue to maintain that this account should have been disconnected in June 2014. As previously advised, a thorough investigation was completed and we found that you did not disconnect your account in June 2015. You were to call us back with further instructions and we received no further communication from you until January 5, 2016. We reviewed the calls from June 22, 2015, forward and there is no record of a call on June 24, 2015. Additionally, the account is automatically time-stamped when the account is accessed. There are no time-stamps or notes after June 22, 2015, until January 5, 2016. We provided the details of our findings in my last correspondence (copy enclosed). The charges remain valid. Please note that we have received the equipment and it was removed from the account. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-####