Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 15,...
2015, filed with the Revdex.com.
You maintain that you were unaware that your 24-month commitment was extended when you moved, and that you did not add any additional equipment.
April 6, 2015, Mr. [redacted] called in to set up a DISH Move-In Deal and to upgrade one of the Joeys to a wireless [redacted], which is an upgrade to equipment. A review of the call on March 31, 2015, reveals that your wife was advised of the new 24-month agreement and it was disclosed that the early termination fee would be a charge of $10.00 per month for the remaining months in the agreement. I enclosed a copy of the DISH'n It Up agreement.
A review of the call on October 30, 2015, reveals that the first representative offered you a lower package in order to reduce your cost. The commitment and early termination fee were not discussed during that conversation. He then transferred you to an account specialist when you requested disconnection.
The account specialist offered a $25.00 credit for six months and you accepted the offer. The commitment and early termination fee were not discussed during this conversation either.
When I spoke with you by telephone today, I informed you that as an exception, I reversed the $170.00 early termination fee and the $10.00 box return fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response due to the fact that the "high escalation"associate from Dish who I spoke to was of no help! It took me FOUR DAYS to get a hold of this individual in spite of the fact I'd call her DURING what her voicemail states are her business hours. She claimed none of what I said happened actually occurred during the phone call in question. I told her "I'd love to listen to that phone call along with her, as I know for a FACT what I experienced" Her response to that was simply to tell me I'd need a subpoena to do that. She then said that the offer made to me was "no longer on the table", in spite of the fact a SUPERVISOR had offered at least a $30 discount.. So is that the response NOW, only because I filed this complaint? So now I take THAT as a form of retaliation, & I'm not okay with that. I ended the call with her telling her she was of no help, so "thanks for nothing". I'm thoroughly disappointed with this lack of service from a company which I was loyal to for so many years!
Sincerely,
[redacted]
Dear Mr. and Mrs. [redacted]: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA). You requested that...
your monthly billing rate remain $80.99. When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programming. The last $15.00 credit ended on November 21, 2015; as a result, your bill increased. You subscribe to the America’s Top 200 package with DVR service and a Duo receiver. The monthly billing rate before tax is $100.99. In January 2016 DISH Network experienced a $5.00 increase for the America’s Top 200 package. To assist you with the programming cost, I made an exception and applied a $15.00 credit to your account for ten months. When this credit ends, you will be billed the regular price. Please note you may also downgrade your service at any time to make it more affordable. You are currently enrolled in CCA with paperless billing. However, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online account. These forms of payment will also be accepted through our automated phone system at ###-###-####. 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 ###-###-####
this agent I have been working with, [redacted], she has been no help. She has not looked at the calls, or has looked at the wrong ones. The representative I was working with asked what I wanted from Dish to return as a customer. I told her I wanted the $5 a month fee for a pause waived. She said that she could do that and that was how service was restored. Cristina is either lying about listening to the call or is listening to some other call, as I have contacted Dish countless times. I reject her offer. I have a previous agreement with Dish that they have failed to honor. This is not my doing, it is on Dish Network. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] Dear Ms. Bemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the technical issues that you are experiencing with your wireless Joey receivers. You indicated that you were told it was a software issue with no estimated resolution date. Your service was activated on July 26, 2015, with a 24-month commitment. Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord. I made an exception and waived the term commitment on your account. 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 [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]
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until January 29th to see if after that date I am still receiving unwanted junk mail from Dish Network.
While my past experience has left me skeptical,
Ms [redacted] was very professional and I tend to trust that I have seen the last of Dish. We'll see.
I have attached a copy of a live chat, below. Read it a you'll understand my frustration. ([redacted] dish chat.jpg)
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claim. You requested that DISH Network reimburse you at least $350.00 for the damage. Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it. When I spoke with you by phone today, you confirmed that you received a settlement letter for the $350.00 requested. You may contact your Claim Manager, Ms. Rhonda R[redacted], directly at (866) 946-5710, if you have any questions regarding the settlement. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that your residence was foreclosed which caused you to lose your leased equipment. You requested that the unreturned equipment fees applied to your account be waived. I attempted to reach you at [redacted] on February 17, 18 and 19, 2016, and I left three voicemails. In my last message, I advised you that DISH Network is not able to retrieve your equipment, as you agreed to be responsible for the return of all leased equipment associated with your account. While we regret any inconvenience, as DISH Network has no control of this situation and as you agreed to return the equipment, we are unable to waive the unreturned equipment fees. Once receivers associated with your account are returned, the fees will be removed. Enclosed is a copy of your customer agreement for your records. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/11/04) */
November 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your complaint, dated October 29, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 30 and November 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You state that you have been having ongoing technical issues with your internet service. You requested that we release you from your TV and internet agreement.
I'm willing to release you from your internet contract without penalty. However, we consider the TV contract to be valid, as you have not reported any issues with the service.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to contact scott diaz at the number listed, I also tried to go thru dish customer service, but there is no mention of the resolution mentioned by mr ruiz, there are still charges from the internet service plus now there are charges for t v service, the boxes are not even hooked up. I also requested I gewt one person to handle this account, but they stated that was not possible. do you have any idea how many hours I have spent trying to handle this issue.
Final Business Response /* (4000, 8, 2015/11/24) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You said that you would like the internet service disconnected and you expressed concern with being billed for TV service you have not used.
When we spoke by phone, I canceled your internet service without penalty and provided you with the equipment return disclosures. In addition, I removed the balance of $296.04 from your account. Lastly, I set up an installation of your TV service at your new residence.
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]
[redacted] XXXXX
[redacted]
February 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com. You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issue. You indicated that you are being charged $15.00 a month for an item you are unable to use. You requested a refund and a new receiver. Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, 2017. We also previously provided you with two one-time $20.00 credits and a $20.00 monthly credit for 12 months. We strive to provide excellent service and regret that your customer service experience was unfavorable. I offered you a Hopper 3 receiver upgrade with no commitment and no upgrade fees. You accepted this offer. You stated that you are satisfied with this resolution and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
[redacted]
XXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You expressed concern that you did not receive wireless Bluetooth headphones for referring two customers. You stated that you were told that they would be shipped, but you haven't received them.
When we spoke I advised you that the certificate numbers you provided have not been used. You told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphones. I agreed to send the wireless Bluetooth headphones to you at no cost.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 22, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the Better...
Business Bureau.
You stated that you recently contacted DISH Network to establish service. You were informed that a new account could not be approved at this time because a previous account established by your brother, Mr. [redacted], using the same phone number and address had a $548.47 balance in collections. You were not involved with the account in question and you requested confirmation that you and your spouse's name and Social Security Number (SSN) are not associated with the account.
When we spoke today, I explained that our collections department was unable to verify the $548.47 debt and the charge will be removed from Mr. [redacted] credit report. I confirmed that neither you nor your spouse's name and SSN were associated with the account. I offered to assist you in establishing a new account in your name. You indicated that this was no longer required.
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]
May 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You requested to be released from the 24-month agreement because you have experienced technical issues with our audio system. A review of this account reveals that a technician visit on May 4, 2016, corrected the issue. I applied a one-month service credit for the America’s Top 120 Plus ($69.99) for the inconvenience. The 24-month agreement remains valid. We strive to provide excellent service and regret that this experience was unfavorable. I apologize for the inconvenience. 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: [redacted] [redacted]
[redacted]
[redacted] [redacted]
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the go. You were also told that you would need a new receiver which would cost you more. You expressed concern regarding the early termination fee. When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales call. Therefore, I am unable to confirm what you were or were not told. I offered to upgrade your receiver to the Hopper 3 at no cost so that you would be able to stream Netflix and watch your service on the go. I also offered you an alternative to release you from your contract without penalty and send you a refund of $125.00. You chose my second offer. Per your request, your account will be disconnected on August 3, 2016. I also waived your return shipping costs and I provided you with our equipment return policy. 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]
December 11, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com. You expressed concern that two satellite dishes are installed on your rental property and that we do not remove them. You maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer. When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customer. It is no longer the property of DISH Network. This is a tenant/landlord dispute. It is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission. The starting cost to remove one of our satellite dishes is $95.00. You may also contact a local retailer to remove the satellite dishes. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 16, 2016 Dear Ms. [redacted]: On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were...
not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment. I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails. In my last message, I advised you that our records indicate you have had three technician visits. The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of 18 present, and the third just advised you that the Wally receiver does not offer Video on Demand. As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper 3 with no upgrade fee. I advised you a new 24-month commitment and increased monthly rate would apply. Please contact me to if you wish to accept either of my offers. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 6, 2015/11/30) */
November 23, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 23, 2015, we received your complaint, dated November 19, 2015,...
filed with the Revdex.com.
You maintain that an unauthorized charge for the Protection Plan was applied to your account. You also mentioned that you have experienced many technical issues.
A review of the sales call on April 13, 2015, reveals that the sales agent informed you that you would receive the Protection Plan warranty free for six month. Once the free six months expired, you would begin to be billed. He also informed you that you had the option to remove it at any time.
Additionally, a sales confirmation email was sent to [redacted]@gmail.com on April 13, 2015. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We emailed you a copy of the signed Digital Home Advantage (DHA) agreement to the same email address after the installation was complete.
The Protection Plan warranty is also disclosed in the DHA agreement.
When I spoke with you by telephone today, I informed you that there is no record of any ongoing technical issues reported. However, as an exception, I released you from the 24-month commitment and disconnected the service. Boxes will ship for the return of the receivers and remotes. Please return the equipment in the allotted time frame to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were signed up for a 12-month price lock and not a 24-month commitment. You also said that you experienced technical issues and you expressed concern about the level of customer service you received. I attempted to reach you at ([redacted] on February 2, 5, and 6, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that a review of your calls to us revealed that you were offered a 24-month price guarantee and were advised that it required a new 24-month commitment. When you accepted the offer through our automated phone system, you were again advised of the commitment. Our records reflect only two calls for technical assistance in 2017--one in January and one in December. I reviewed your December 2017 call and the agent was unable to find anything amiss with your receivers or signal. As our records show that you were advised of, and agreed to, the 24-month commitment associated with your account, and as DISH Network was not given adequate opportunity to resolve any technical issues you may have experienced, we are unable to waive your current balance of $349.51, nor provide a refund for previous payments. We appreciate your feedback concerning your experience, it will be used to improve the interactions of our agents with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 10, 2016, filed with the Revdex.com. You indicated that when you added a receiver to your account, you did not agree to a new 24-month agreement. A review of this account reveals that this issue was addressed through our Escalations Email Department on February 9, 2016. The cost of the receiver and the 24-month agreement were waived. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/23) */
November 17, 2015
[redacted]
[redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your complaint, dated November 15,...
2015, filed with the Revdex.com.
You maintain that you were unaware that your 24-month commitment was extended when you moved, and that you did not add any additional equipment.
April 6, 2015, Mr. [redacted] called in to set up a DISH Move-In Deal and to upgrade one of the Joeys to a wireless [redacted], which is an upgrade to equipment. A review of the call on March 31, 2015, reveals that your wife was advised of the new 24-month agreement and it was disclosed that the early termination fee would be a charge of $10.00 per month for the remaining months in the agreement. I enclosed a copy of the DISH'n It Up agreement.
A review of the call on October 30, 2015, reveals that the first representative offered you a lower package in order to reduce your cost. The commitment and early termination fee were not discussed during that conversation. He then transferred you to an account specialist when you requested disconnection.
The account specialist offered a $25.00 credit for six months and you accepted the offer. The commitment and early termination fee were not discussed during this conversation either.
When I spoke with you by telephone today, I informed you that as an exception, I reversed the $170.00 early termination fee and the $10.00 box return fees.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response due to the fact that the "high escalation"associate from Dish who I spoke to was of no help! It took me FOUR DAYS to get a hold of this individual in spite of the fact I'd call her DURING what her voicemail states are her business hours. She claimed none of what I said happened actually occurred during the phone call in question. I told her "I'd love to listen to that phone call along with her, as I know for a FACT what I experienced" Her response to that was simply to tell me I'd need a subpoena to do that. She then said that the offer made to me was "no longer on the table", in spite of the fact a SUPERVISOR had offered at least a $30 discount.. So is that the response NOW, only because I filed this complaint? So now I take THAT as a form of retaliation, & I'm not okay with that. I ended the call with her telling her she was of no help, so "thanks for nothing". I'm thoroughly disappointed with this lack of service from a company which I was loyal to for so many years!
Sincerely,
[redacted]
Dear Mr. and Mrs. [redacted]: On February 2, 2016, we received your correspondence, dated February 1, 2016, filed with the Revdex.com. You expressed concern with the monthly billing rate and maintain you are required to pay your bill through Credit Card AutoPay (CCA). You requested that...
your monthly billing rate remain $80.99. When we spoke today, I advised you that your account shows a history of monthly courtesy credits applying and when the credits end, you are billed the regular price for programming. The last $15.00 credit ended on November 21, 2015; as a result, your bill increased. You subscribe to the America’s Top 200 package with DVR service and a Duo receiver. The monthly billing rate before tax is $100.99. In January 2016 DISH Network experienced a $5.00 increase for the America’s Top 200 package. To assist you with the programming cost, I made an exception and applied a $15.00 credit to your account for ten months. When this credit ends, you will be billed the regular price. Please note you may also downgrade your service at any time to make it more affordable. You are currently enrolled in CCA with paperless billing. However, you may also pay your bill by mailing a check or money order to DISH Network at PO Box 94063, Palatine, IL 60094, or make credit card or check payments via Electronic Funds Transfer through your online account. These forms of payment will also be accepted through our automated phone system at ###-###-####. 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 ###-###-####
this agent I have been working with, [redacted], she has been no help. She has not looked at the calls, or has looked at the wrong ones. The representative I was working with asked what I wanted from Dish to return as a customer. I told her I wanted the $5 a month fee for a pause waived. She said that she could do that and that was how service was restored. Cristina is either lying about listening to the call or is listening to some other call, as I have contacted Dish countless times. I reject her offer. I have a previous agreement with Dish that they have failed to honor. This is not my doing, it is on Dish Network. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
June 1, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. Bemoras: On May 25, 2016, we received your complaint, dated May 23, 2016, filed with the Revdex.com. Although I received your voicemails, my attempts to contact you by phone at [redacted] on May 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the technical issues that you are experiencing with your wireless Joey receivers. You indicated that you were told it was a software issue with no estimated resolution date. Your service was activated on July 26, 2015, with a 24-month commitment. Our records show that we offered to exchange your wireless Joey receivers; however, as stated in your complaint, you declined because of restrictions with your landlord. I made an exception and waived the term commitment on your account. 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 [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]
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until January 29th to see if after that date I am still receiving unwanted junk mail from Dish Network.
While my past experience has left me skeptical,
Ms [redacted] was very professional and I tend to trust that I have seen the last of Dish. We'll see.
I have attached a copy of a live chat, below. Read it a you'll understand my frustration. ([redacted] dish chat.jpg)
March 5, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com. You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claim. You requested that DISH Network reimburse you at least $350.00 for the damage. Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it. When I spoke with you by phone today, you confirmed that you received a settlement letter for the $350.00 requested. You may contact your Claim Manager, Ms. Rhonda R[redacted], directly at (866) 946-5710, if you have any questions regarding the settlement. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 19, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 12, 2016, filed with the Revdex.com. You said that your residence was foreclosed which caused you to lose your leased equipment. You requested that the unreturned equipment fees applied to your account be waived. I attempted to reach you at [redacted] on February 17, 18 and 19, 2016, and I left three voicemails. In my last message, I advised you that DISH Network is not able to retrieve your equipment, as you agreed to be responsible for the return of all leased equipment associated with your account. While we regret any inconvenience, as DISH Network has no control of this situation and as you agreed to return the equipment, we are unable to waive the unreturned equipment fees. Once receivers associated with your account are returned, the fees will be removed. Enclosed is a copy of your customer agreement for your records. 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] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 4, 2015/11/04) */
November 3, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 30, 2015, we received your complaint, dated October 29, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 30 and November 2 and 3, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You state that you have been having ongoing technical issues with your internet service. You requested that we release you from your TV and internet agreement.
I'm willing to release you from your internet contract without penalty. However, we consider the TV contract to be valid, as you have not reported any issues with the service.
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]
[redacted] XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to contact scott diaz at the number listed, I also tried to go thru dish customer service, but there is no mention of the resolution mentioned by mr ruiz, there are still charges from the internet service plus now there are charges for t v service, the boxes are not even hooked up. I also requested I gewt one person to handle this account, but they stated that was not possible. do you have any idea how many hours I have spent trying to handle this issue.
Final Business Response /* (4000, 8, 2015/11/24) */
November 18, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 17, 2015, we received your rebuttal, dated November 16, 2015, filed with the Revdex.com.
You said that you would like the internet service disconnected and you expressed concern with being billed for TV service you have not used.
When we spoke by phone, I canceled your internet service without penalty and provided you with the equipment return disclosures. In addition, I removed the balance of $296.04 from your account. Lastly, I set up an installation of your TV service at your new residence.
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]
[redacted] XXXXX
[redacted]
February 7, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 22, 2018, we received your complaint, dated January 20, 2018, filed with the Revdex.com. You said that you experienced technical issues with your Hopper receiver and you expressed concern with the customer service you received while attempting to resolve this issue. You indicated that you are being charged $15.00 a month for an item you are unable to use. You requested a refund and a new receiver. Our records show that we received several calls about the technical issues you experienced, but they were resolved through troubleshooting and the technician visit completed on May 16, 2017. We also previously provided you with two one-time $20.00 credits and a $20.00 monthly credit for 12 months. We strive to provide excellent service and regret that your customer service experience was unfavorable. I offered you a Hopper 3 receiver upgrade with no commitment and no upgrade fees. You accepted this offer. You stated that you are satisfied with this resolution and your concerns were resolved. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/06/29) */
June 26, 2015
[redacted]
XXXX XXth [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the Better...
Business Bureau.
You expressed concern that you did not receive wireless Bluetooth headphones for referring two customers. You stated that you were told that they would be shipped, but you haven't received them.
When we spoke I advised you that the certificate numbers you provided have not been used. You told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphones. I agreed to send the wireless Bluetooth headphones to you at no cost.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 10, 2015/07/24) */
July 22, 2015
[redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Mr. [redacted]:
On July 13, 2015, we received your complaint, dated July 9, 2015, filed with the Better...
Business Bureau.
You stated that you recently contacted DISH Network to establish service. You were informed that a new account could not be approved at this time because a previous account established by your brother, Mr. [redacted], using the same phone number and address had a $548.47 balance in collections. You were not involved with the account in question and you requested confirmation that you and your spouse's name and Social Security Number (SSN) are not associated with the account.
When we spoke today, I explained that our collections department was unable to verify the $548.47 debt and the charge will be removed from Mr. [redacted] credit report. I confirmed that neither you nor your spouse's name and SSN were associated with the account. I offered to assist you in establishing a new account in your name. You indicated that this was no longer required.
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]
May 10, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On May 4, 2016, we received your complaint, dated May 2, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on May 4, 9 and 10, 2016, and I left three messages. You requested to be released from the 24-month agreement because you have experienced technical issues with our audio system. A review of this account reveals that a technician visit on May 4, 2016, corrected the issue. I applied a one-month service credit for the America’s Top 120 Plus ($69.99) for the inconvenience. The 24-month agreement remains valid. We strive to provide excellent service and regret that this experience was unfavorable. I apologize for the inconvenience. 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: [redacted] [redacted]
[redacted]
[redacted] [redacted]
July 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 12, 2016, we received your complaint, dated July 10, 2016, filed with the Revdex.com. You said you were told that we carry your local Fox channel, your receiver would be able to stream Netflix and that you could watch your service on the go. You were also told that you would need a new receiver which would cost you more. You expressed concern regarding the early termination fee. When we spoke by phone, I told you that I was unable to find a copy of the recording of your sales call. Therefore, I am unable to confirm what you were or were not told. I offered to upgrade your receiver to the Hopper 3 at no cost so that you would be able to stream Netflix and watch your service on the go. I also offered you an alternative to release you from your contract without penalty and send you a refund of $125.00. You chose my second offer. Per your request, your account will be disconnected on August 3, 2016. I also waived your return shipping costs and I provided you with our equipment return policy. 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]
December 11, 2017 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear...
Mr. [redacted]: On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com. You expressed concern that two satellite dishes are installed on your rental property and that we do not remove them. You maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer. When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customer. It is no longer the property of DISH Network. This is a tenant/landlord dispute. It is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission. The starting cost to remove one of our satellite dishes is $95.00. You may also contact a local retailer to remove the satellite dishes. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
November 16, 2016 Dear Ms. [redacted]: On November 14, 2016, we received your complaint, dated November 11, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you were...
not receiving the channels you ordered, and that technicians scheduled to go to your house missed the appointment. I attempted to reach you at ###-###-#### on November 14, 15, and 16, 2016, and I left three voicemails. In my last message, I advised you that our records indicate you have had three technician visits. The first technician found nothing wrong with your system, the second was not able to complete any troubleshooting as the friend you left to let him in had to leave and our technicians cannot stay without someone over the age of 18 present, and the third just advised you that the Wally receiver does not offer Video on Demand. As I was unable to review your sales call, I offered to waive half of your TV early termination fee, or to upgrade your equipment to the Hopper 3 with no upgrade fee. I advised you a new 24-month commitment and increased monthly rate would apply. Please contact me to if you wish to accept either of my offers. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 6, 2015/11/30) */
November 23, 2015
Ms. [redacted]
XXXXX [redacted] Dr.
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 23, 2015, we received your complaint, dated November 19, 2015,...
filed with the Revdex.com.
You maintain that an unauthorized charge for the Protection Plan was applied to your account. You also mentioned that you have experienced many technical issues.
A review of the sales call on April 13, 2015, reveals that the sales agent informed you that you would receive the Protection Plan warranty free for six month. Once the free six months expired, you would begin to be billed. He also informed you that you had the option to remove it at any time.
Additionally, a sales confirmation email was sent to [redacted]@gmail.com on April 13, 2015. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We emailed you a copy of the signed Digital Home Advantage (DHA) agreement to the same email address after the installation was complete.
The Protection Plan warranty is also disclosed in the DHA agreement.
When I spoke with you by telephone today, I informed you that there is no record of any ongoing technical issues reported. However, as an exception, I released you from the 24-month commitment and disconnected the service. Boxes will ship for the return of the receivers and remotes. Please return the equipment in the allotted time frame to avoid unreturned equipment fees. Keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 6, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 24, 2018, we received your complaint, dated January 23, 2018, filed with the Revdex.com. You disputed the early termination fee applied to your DISH Network account. You said that you were signed up for a 12-month price lock and not a 24-month commitment. You also said that you experienced technical issues and you expressed concern about the level of customer service you received. I attempted to reach you at ([redacted] on February 2, 5, and 6, 2018, and I left three voicemails. I also emailed you at [redacted]. In my last message, I informed you that a review of your calls to us revealed that you were offered a 24-month price guarantee and were advised that it required a new 24-month commitment. When you accepted the offer through our automated phone system, you were again advised of the commitment. Our records reflect only two calls for technical assistance in 2017--one in January and one in December. I reviewed your December 2017 call and the agent was unable to find anything amiss with your receivers or signal. As our records show that you were advised of, and agreed to, the 24-month commitment associated with your account, and as DISH Network was not given adequate opportunity to resolve any technical issues you may have experienced, we are unable to waive your current balance of $349.51, nor provide a refund for previous payments. We appreciate your feedback concerning your experience, it will be used to improve the interactions of our agents with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
February 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 10, 2016, we received your complaint, dated February 10, 2016, filed with the Revdex.com. You indicated that when you added a receiver to your account, you did not agree to a new 24-month agreement. A review of this account reveals that this issue was addressed through our Escalations Email Department on February 9, 2016. The cost of the receiver and the 24-month agreement were waived. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted] Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]