I am rejecting this response because: As I stated before we never signed a contract because the service was not working when the technician finished. no on demand. Just regular TV. The signature whether electronic or signed by pen is not my husbands signature.
Complaint: [redacted]
I am rejecting this response because: they are causing the problem. They have agreed to disconnect, however, they are only giving us 30 days to return the equipment. They knew we are moving, that's why we are disconnecting, they were told that a week before. If they would have done it then, we would have had plenty of time to send the equipment back then,but because of their refusing to do it then, we had to get out of the house and put everything in storage. That is where it is right now. We cannot move into the new house until the end of this week (20th) and then we have to unpack, and find it. If we don't, they threaten to charge us. We are not going to pay pay because they made this happen.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your correspondence, dated April 25, 2016, filed with the Revdex.com. You said you didn’t authorize a credit check and you requested that the mark be removed from your credit report. I attempted to reach you at [redacted] on April 27, 2016, and May 2 and 3, 2016. I left three voice messages. You established your bundle account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Windstream Communications Inc. Under this promotion, a credit check with credit card qualification is required. I regret any confusion. I made an exception and requested that the mark be removed from your credit report. Please allow 45 days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
March 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you moved and your new landlord would not allow you to install the satellite dish on the property. You said that you were told that the early termination fees would be waived. You requested that these fees be waived, so you can return the leased equipment and pay the final balance. When we spoke, I requested that you provide me with a copy of the letter you received from your landlord indicating that you were not allowed to install a satellite dish on the property. Once I receive the documentation and review it, I will follow up with you regarding your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You expressed concern regarding the recent removal of WSVI, your local ABC broadcast station, from your DISH Network programming. You are dissatisfied with the ION option offered, and you feel that your contract is being violated by this change. You requested that the service be restored. In our January 14, 2015, email correspondence, I explained that the network’s affiliation changed, which prevents us from continuing our broadcast. As stated in our contract, DISH Network does reserve the right to change any and all prices, packages and programming at any time, including during a commitment term. 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]
November 30, 2017 Ms. [redacted] A. [redacted] Re: Revdex.com Complaint # [redacted]...
8[redacted] Dear Ms. [redacted]: On November 14, 2017, we received your complaint, dated November 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on November 27 and 30, 2017, and on December 4, 2017, and I left three messages. I also sent an email to [redacted]@gmail.com with a request to contact me. You maintain you requested that your due date be changed to the first of the month, but it never was changed in the six months that you had service. You disputed the $420.00 early termination fee, and you expressed concern that your debit/credit card was automatically debited. You established your account under the DISH’n It Up 24-month promotion (copy enclosed) which provides authorization to automatically debit your credit/debit card for the early termination fee and unreturned equipment fees. Per our policy and procedures, an account must be current for the due date to be changed and it may take up to two billing cycles. You activated your service on April 29, 2017, with your bill cycling on the 14th of the month and due on the 27th. Per your request, your due date was changed on June 26, 2017, and the call recording reveals you were advised that your bill would still be due on the 27th but on the following bill it would change to the fourth. Your August 21, 2017, bill reflects the due date change. This is within the two billing cycles, as we advised you. A review of the initial sales call reveals that at no time was a change of your billing due date discussed. The last payment we received was on June 26, 2017, and your service was disconnected on July 29, 2017, for non-payment. Although the early termination fee is valid, I reversed the $420.00 fee and there is no balance due to DISH Network. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 15, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I left a voice...
message on each attempt. You said that when you upgraded your service, you were not told that there was a two-year contract involved. You asked that we refund the $440.00 early termination fee we debited from your credit card account. I reviewed the call recording that took place on March 9, 2016, during which you placed your order for the upgrade. I found that the agent disclosed the contract and provided all of the required disclosures. Therefore, we consider the early termination fee to be an accurate charge and we are unable to provide you with a refund. 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] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. You expressed concern with the early termination fee. You indicated that you canceled your service because your local [redacted] station was removed. You also maintain that your roof was damaged during your initial installation. Our records show that you were enrolled in a 24-month commitment on January 3, 2017, when you accepted our Renewal Offer. Although you stated that you were assured we would not have any negotiations for a few years, a review of the customer service calls on your account from January 2017 did not confirm this. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced 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. Please be advised that an agreement was reached with [redacted] on November 23, 2017, and the station was restored. Your service was disconnected on November 23, 2017. Since your term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone on November 27, 2017, I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a refund of $15.66 to your credit card account for your overpayment. Please allow three to five business days for processing. Although I offered to open a damage claim, you declined and stated that you would contact me directly if you choose to open a claim at a later date. You also expressed dissatisfaction with the customer service you received when you contacted us to disconnect your service. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate department. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 15, 2015
Ms. [redacted]
Nacogdoches, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You expressed concern about the level of customer service that you received and said that you were offered a credit equal to three months of charges.
I attempted to reach you at (XXX) XXX-XXXX on October 12, 13 and 15, 2015, and I left four voicemails.
In my last message, I advised you that a review of your calls to DISH Network did not reveal any offers for three months of credit. You were offered a one-time credit of $150.00, which I honored, but we have no record of a credit of three months of charges.
I also advised you that your account was initiated by an independent retailer, [redacted] As the information for your account provided by the retailer was incorrect, our technicians were unable to locate your house for service calls.
Due to the inconvenience you may have experienced, I made an exception and waived your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On October 17, 2017, we received your correspondence, dated October 16, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and the issues have not been resolved. You expressed dissatisfaction with the customer service you received. You requested that the technical issue be resolved or that you are released from your term commitment. Our records reveal that a technician visit was completed on October 18, 2017. The technician replaced the Hopper receivers. As a courtesy, I removed the balance of $156.59 from your account. When we corresponded via email on October 24, 2017, you said that the technical issues were not resolved. Per your request, I scheduled a second technician visit for October 28, 2017, between the hours of 10:00 am and noon. I requested that a Field Service Manager or Lead Technician be assigned to this job. After our conversation, you spoke with a technical support agent who rescheduled your installation for October 28, 2017, from 8:00 am to noon. Your equipment will be replaced with a Hopper 3 and five Joey receivers. 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 [redacted]. Sincerely, [redacted]
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You said you are experiencing technical issues with a Joey receiver and you requested that it be replaced. You would like a second Hopper with Sling and a...
Joey receiver (in addition to your existing equipment) to be installed at no cost. You also requested time-without-service credits. We have no record that technical issues have been reported or that troubleshooting was performed since November 9, 2015. When we spoke today, I advised you that troubleshooting steps must be done over the phone with a technical support agent who will determine if a replacement receiver is needed. The agent will also determine if a technician visit is required. You said you will call customer service at a later time to troubleshoot. Since you subscribe to the Protection Plan, the shipping fees for the replacement equipment will be waived. I will also waive the technician visit fee if it is required. We have no record of your request for additional equipment. If you would like to add a second Hopper with Sling and a Joey receiver under the DISH’n It Up (DIU) promotion, the upfront cost is $50.00. I will make an exception and waive this upgrade fee. Please note that the monthly receiver fees for the upgraded equipment will be an additional $22.00. The receiver fees cannot be waived. This promotion also requires a separate 24-month commitment. As a courtesy, I applied a one-time credit of $79.99 for the America’s Top 200 package. 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 ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. My attempts to reach you by phone on April 11, 12 and 13, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you did not receive internet service so you could order Pay-Per-Views and Video on Demand. You were told by [redacted] that their internet service wouldn’t work with our service. You requested a refund. Because DISH Network didn’t provide you with the internet service, we are unable to take responsibility for it not working with our equipment. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
January 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You said that you should not have been charged because you cancelled your new connect work order, and that you received your refund as soon as DISH Network received your complaint. Please refer to my previous response wherein I advised you that a review of your sales call revealed that you agreed to the charge to which you refer. Please note that DISH Network sent your refund one day before we received your complaint. Our standard disclosure for refunds is that the refund may take up to seven days, as we do not know how long it may take for your bank to process it. 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 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You disputed the early termination and shipping fees applied to your DISH Network account because you moved and you have another service at your new address. When we spoke, I advised you that as this situation is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your shipping or early termination fees. 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]
December 30, 2016 Dear Ms. [redacted]: On December 16, 2016, we received your complaint, dated December 15, 2016, filed with the Revdex.com. You indicated that the technician who repaired your Samsung washer did not put the parts back together...
correctly. There have been missed appointments and then you were told that no one was going to repair the machine. I received notification today that the technician repaired the washer on December 22, 2016. We apologize for the inconvenience. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Tell us why here...July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 19, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment. We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver. A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account. To activate this receiver, please call customer service at 1-800-333-3474. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
Complaint: [redacted]
I am rejecting this response because:The fact is that I have screenshots from the Windstream site validating the price of the bundle and the extra $15 off through the promotional period. I received no email from either Windstream or Dish to confirm any other pricing/contract details. When we spoke on the phone, [redacted] told me I should have scrutinized the detail of my first bill and then it would have been obvious that they intended to increase the price more than $15 at the end of the promotional period. And perhaps I should have, but I did not. I merely looked at the total on the bill to make sure it was in line with what had been posted on the website and assumed that was indicative that all had been set up properly. Honestly, I assumed I was dealing with two companies of integrity. It never occurred to me that either one would attempt a Bait and Switch technique.I do not wish to pursue this matter any further. It simply is not worth my time and energy trying to negotiate with a dishonest company. I will just consider my naivety to be an expensive lesson learned.
Sincerely,
[redacted]
May 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted]: On May 23, 2017, we received your correspondence, dated May 22, 2017, filed with the Revdex.com. You said that you told the sales agent you did not want [redacted] internet service. You disputed the early termination fee. Please note that while we provide the dishNET Wireline internet service, we use [redacted] equipment and internet lines. I regret any confusion. When we spoke today, I informed you that I waived your early termination fee. You may cancel your internet service at any time without a penalty. You accepted this resolution. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is minimally satisfactory to me. Although the business did not address the core issue of my satellite television outage (for approximately 10 days), I'm sure they will credit me for those days as well. Additionally, it should be noted that Dish Network will still make more money from me in the long run due to the additional cost that does not coincide with the resolution I originally offered.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015,...
filed with the Revdex.com.
You maintain that you were advised you had 30 days within which to disconnect your DISH Network account. You requested to have your account disconnected without further charges.
When we spoke, I informed you that a review of your sales call revealed that you were advised your promotion required a 24-month commitment and you were not told that there was a grace period. You requested that I also review your sales call from April 25, 2015. I did so and still found no mention of a 30-day grace period.
As you were advised twice by salespeople of your 24-month commitment, you were sent two sales confirmation emails with links to our customer agreements, and we have a signed Digital Home Advantage customer agreement (copy enclosed) on file, we are unable to waive your 24-month commitment and associated early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
I am rejecting this response because: As I stated before we never signed a contract because the service was not working when the technician finished. no on demand. Just regular TV. The signature whether electronic or signed by pen is not my husbands signature.
Complaint: [redacted]
I am rejecting this response because: they are causing the problem. They have agreed to disconnect, however, they are only giving us 30 days to return the equipment. They knew we are moving, that's why we are disconnecting, they were told that a week before. If they would have done it then, we would have had plenty of time to send the equipment back then,but because of their refusing to do it then, we had to get out of the house and put everything in storage. That is where it is right now. We cannot move into the new house until the end of this week (20th) and then we have to unpack, and find it. If we don't, they threaten to charge us. We are not going to pay pay because they made this happen.
Sincerely,
[redacted]
May 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 26, 2016, we received your correspondence, dated April 25, 2016, filed with the Revdex.com. You said you didn’t authorize a credit check and you requested that the mark be removed from your credit report. I attempted to reach you at [redacted] on April 27, 2016, and May 2 and 3, 2016. I left three voice messages. You established your bundle account under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Windstream Communications Inc. Under this promotion, a credit check with credit card qualification is required. I regret any confusion. I made an exception and requested that the mark be removed from your credit report. Please allow 45 days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
March 8, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You said that you moved and your new landlord would not allow you to install the satellite dish on the property. You said that you were told that the early termination fees would be waived. You requested that these fees be waived, so you can return the leased equipment and pay the final balance. When we spoke, I requested that you provide me with a copy of the letter you received from your landlord indicating that you were not allowed to install a satellite dish on the property. Once I receive the documentation and review it, I will follow up with you regarding your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
* [redacted]
January 20, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You expressed concern regarding the recent removal of WSVI, your local ABC broadcast station, from your DISH Network programming. You are dissatisfied with the ION option offered, and you feel that your contract is being violated by this change. You requested that the service be restored. In our January 14, 2015, email correspondence, I explained that the network’s affiliation changed, which prevents us from continuing our broadcast. As stated in our contract, DISH Network does reserve the right to change any and all prices, packages and programming at any time, including during a commitment term. 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]
November 30, 2017 Ms. [redacted] A. [redacted] Re: Revdex.com Complaint # [redacted]...
8[redacted] Dear Ms. [redacted]: On November 14, 2017, we received your complaint, dated November 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at ###-###-#### and ###-###-#### on November 27 and 30, 2017, and on December 4, 2017, and I left three messages. I also sent an email to [redacted]@gmail.com with a request to contact me. You maintain you requested that your due date be changed to the first of the month, but it never was changed in the six months that you had service. You disputed the $420.00 early termination fee, and you expressed concern that your debit/credit card was automatically debited. You established your account under the DISH’n It Up 24-month promotion (copy enclosed) which provides authorization to automatically debit your credit/debit card for the early termination fee and unreturned equipment fees. Per our policy and procedures, an account must be current for the due date to be changed and it may take up to two billing cycles. You activated your service on April 29, 2017, with your bill cycling on the 14th of the month and due on the 27th. Per your request, your due date was changed on June 26, 2017, and the call recording reveals you were advised that your bill would still be due on the 27th but on the following bill it would change to the fourth. Your August 21, 2017, bill reflects the due date change. This is within the two billing cycles, as we advised you. A review of the initial sales call reveals that at no time was a change of your billing due date discussed. The last payment we received was on June 26, 2017, and your service was disconnected on July 29, 2017, for non-payment. Although the early termination fee is valid, I reversed the $420.00 fee and there is no balance due to DISH Network. 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 ###-###-#### Enclosure cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
August 15, 2016 Dear Ms. [redacted]: On August 10, 2016, we received your complaint, dated August 9, 2016, filed with the Revdex.com. My attempts to reach you by phone on August 11, 12 and 15, 2016, have been unsuccessful; however, I left a voice...
message on each attempt. You said that when you upgraded your service, you were not told that there was a two-year contract involved. You asked that we refund the $440.00 early termination fee we debited from your credit card account. I reviewed the call recording that took place on March 9, 2016, during which you placed your order for the upgrade. I found that the agent disclosed the contract and provided all of the required disclosures. Therefore, we consider the early termination fee to be an accurate charge and we are unable to provide you with a refund. 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
Tell us why here...November 28, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 27, 2017, we received your complaint, dated November 23, 2017, filed with the Revdex.com. You expressed concern with the early termination fee. You indicated that you canceled your service because your local [redacted] station was removed. You also maintain that your roof was damaged during your initial installation. Our records show that you were enrolled in a 24-month commitment on January 3, 2017, when you accepted our Renewal Offer. Although you stated that you were assured we would not have any negotiations for a few years, a review of the customer service calls on your account from January 2017 did not confirm this. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest-priced 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. Please be advised that an agreement was reached with [redacted] on November 23, 2017, and the station was restored. Your service was disconnected on November 23, 2017. Since your term commitment was not fulfilled, an early termination fee of $140.00 was applied to your account. When I spoke with you by phone on November 27, 2017, I advised you that I made an exception and reversed the early termination fee from your account. I also submitted a refund of $15.66 to your credit card account for your overpayment. Please allow three to five business days for processing. Although I offered to open a damage claim, you declined and stated that you would contact me directly if you choose to open a claim at a later date. You also expressed dissatisfaction with the customer service you received when you contacted us to disconnect your service. We appreciate that you brought this matter to our attention so we may address it internally with the appropriate department. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/16) */
October 15, 2015
Ms. [redacted]
Nacogdoches, TX XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 7, 2015, we received your complaint, dated October 6, 2015,...
filed with the Revdex.com.
You expressed concern about the level of customer service that you received and said that you were offered a credit equal to three months of charges.
I attempted to reach you at (XXX) XXX-XXXX on October 12, 13 and 15, 2015, and I left four voicemails.
In my last message, I advised you that a review of your calls to DISH Network did not reveal any offers for three months of credit. You were offered a one-time credit of $150.00, which I honored, but we have no record of a credit of three months of charges.
I also advised you that your account was initiated by an independent retailer, [redacted] As the information for your account provided by the retailer was incorrect, our technicians were unable to locate your house for service calls.
Due to the inconvenience you may have experienced, I made an exception and waived your 24-month commitment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On October 17, 2017, we received your correspondence, dated October 16, 2017, filed with the Revdex.com. You said that you are experiencing technical issues and the issues have not been resolved. You expressed dissatisfaction with the customer service you received. You requested that the technical issue be resolved or that you are released from your term commitment. Our records reveal that a technician visit was completed on October 18, 2017. The technician replaced the Hopper receivers. As a courtesy, I removed the balance of $156.59 from your account. When we corresponded via email on October 24, 2017, you said that the technical issues were not resolved. Per your request, I scheduled a second technician visit for October 28, 2017, between the hours of 10:00 am and noon. I requested that a Field Service Manager or Lead Technician be assigned to this job. After our conversation, you spoke with a technical support agent who rescheduled your installation for October 28, 2017, from 8:00 am to noon. Your equipment will be replaced with a Hopper 3 and five Joey receivers. 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 [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]: On January 29, 2016, we received your correspondence, dated January 28, 2016, filed with the Revdex.com. You said you are experiencing technical issues with a Joey receiver and you requested that it be replaced. You would like a second Hopper with Sling and a...
Joey receiver (in addition to your existing equipment) to be installed at no cost. You also requested time-without-service credits. We have no record that technical issues have been reported or that troubleshooting was performed since November 9, 2015. When we spoke today, I advised you that troubleshooting steps must be done over the phone with a technical support agent who will determine if a replacement receiver is needed. The agent will also determine if a technician visit is required. You said you will call customer service at a later time to troubleshoot. Since you subscribe to the Protection Plan, the shipping fees for the replacement equipment will be waived. I will also waive the technician visit fee if it is required. We have no record of your request for additional equipment. If you would like to add a second Hopper with Sling and a Joey receiver under the DISH’n It Up (DIU) promotion, the upfront cost is $50.00. I will make an exception and waive this upgrade fee. Please note that the monthly receiver fees for the upgraded equipment will be an additional $22.00. The receiver fees cannot be waived. This promotion also requires a separate 24-month commitment. As a courtesy, I applied a one-time credit of $79.99 for the America’s Top 200 package. 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 ###-###-####. 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 ###-###-####
April 13, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mr. and Mrs. [redacted]: On April 10, 2017, we received your complaint, dated April 7, 2017, filed with the Revdex.com. My attempts to reach you by phone on April 11, 12 and 13, 2017, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern that you did not receive internet service so you could order Pay-Per-Views and Video on Demand. You were told by [redacted] that their internet service wouldn’t work with our service. You requested a refund. Because DISH Network didn’t provide you with the internet service, we are unable to take responsibility for it not working with our equipment. We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
January 15, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On January 15, 2016, we received your rebuttal, dated January 13, 2016, filed with the Revdex.com. You said that you should not have been charged because you cancelled your new connect work order, and that you received your refund as soon as DISH Network received your complaint. Please refer to my previous response wherein I advised you that a review of your sales call revealed that you agreed to the charge to which you refer. Please note that DISH Network sent your refund one day before we received your complaint. Our standard disclosure for refunds is that the refund may take up to seven days, as we do not know how long it may take for your bank to process it. 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 9, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 8, 2016, we received your complaint, dated March 7, 2016, filed with the Revdex.com. You disputed the early termination and shipping fees applied to your DISH Network account because you moved and you have another service at your new address. When we spoke, I advised you that as this situation is out of DISH Network’s control, and as you received the benefits of the 24-month commitment, we are unable to waive your shipping or early termination fees. 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]
December 30, 2016 Dear Ms. [redacted]: On December 16, 2016, we received your complaint, dated December 15, 2016, filed with the Revdex.com. You indicated that the technician who repaired your Samsung washer did not put the parts back together...
correctly. There have been missed appointments and then you were told that no one was going to repair the machine. I received notification today that the technician repaired the washer on December 22, 2016. We apologize for the inconvenience. 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: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
Tell us why here...July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 19, 2016, we received your rebuttal, dated July 12, 2016, filed with the Revdex.com. You said you are still experiencing technical issues with the ViP 211k model receiver. You indicated that you declined our offer to upgrade the equipment. We were unable to locate any technical issues that were reported that directly involved the ViP 211k model receiver. A replacement ViP 211k model receiver was delivered to your address on July 12, 2016. As of today, it has not been activated on your account. To activate this receiver, please call customer service at 1-800-333-3474. 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: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
Complaint: [redacted]
I am rejecting this response because:The fact is that I have screenshots from the Windstream site validating the price of the bundle and the extra $15 off through the promotional period. I received no email from either Windstream or Dish to confirm any other pricing/contract details. When we spoke on the phone, [redacted] told me I should have scrutinized the detail of my first bill and then it would have been obvious that they intended to increase the price more than $15 at the end of the promotional period. And perhaps I should have, but I did not. I merely looked at the total on the bill to make sure it was in line with what had been posted on the website and assumed that was indicative that all had been set up properly. Honestly, I assumed I was dealing with two companies of integrity. It never occurred to me that either one would attempt a Bait and Switch technique.I do not wish to pursue this matter any further. It simply is not worth my time and energy trying to negotiate with a dishonest company. I will just consider my naivety to be an expensive lesson learned.
Sincerely,
[redacted]
May 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
[redacted]...
Dear [redacted]: On May 23, 2017, we received your correspondence, dated May 22, 2017, filed with the Revdex.com. You said that you told the sales agent you did not want [redacted] internet service. You disputed the early termination fee. Please note that while we provide the dishNET Wireline internet service, we use [redacted] equipment and internet lines. I regret any confusion. When we spoke today, I informed you that I waived your early termination fee. You may cancel your internet service at any time without a penalty. You accepted this resolution. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is minimally satisfactory to me. Although the business did not address the core issue of my satellite television outage (for approximately 10 days), I'm sure they will credit me for those days as well. Additionally, it should be noted that Dish Network will still make more money from me in the long run due to the additional cost that does not coincide with the resolution I originally offered.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/22) */
June 19, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 17, 2015, we received your complaint, dated June 16, 2015,...
filed with the Revdex.com.
You maintain that you were advised you had 30 days within which to disconnect your DISH Network account. You requested to have your account disconnected without further charges.
When we spoke, I informed you that a review of your sales call revealed that you were advised your promotion required a 24-month commitment and you were not told that there was a grace period. You requested that I also review your sales call from April 25, 2015. I did so and still found no mention of a 30-day grace period.
As you were advised twice by salespeople of your 24-month commitment, you were sent two sales confirmation emails with links to our customer agreements, and we have a signed Digital Home Advantage customer agreement (copy enclosed) on file, we are unable to waive your 24-month commitment and associated early termination fee.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]