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]
March 6, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com. You expressed further concern with the debit of $161.60 that was applied to your credit card account for unreturned equipment. You again stated that you were not provided with a box and shipping label in a timely manner. You requested to be compensated $50.00. As previously advised, DISH Network requires the equipment to be returned within 30 days from the date of disconnection. Although DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $15.00 (previously $12.00) is applied to your account for the cost. Our records confirm that a full refund of $161.60 was processed once the equipment was returned. We are unable to honor your request for compensation. 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]
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern with the possible takedown of your local CBS and ABC stations because of our negotiations with Media General. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. When I spoke with the account holder, Ms. Jackie Baker, I was pleased to informed her that on April 1, 2016, we reached an agreement with Media General and they have stopped all takedown crawls. 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]
[redacted] Dear Mr. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern that you have not received a response to a damage claim you filed because your internet cables were cut. When I spoke with you by telephone today, you informed me that this issue was resolved through our Corporate Field Resolutions Department. They honored your request for one month of service credit ($87.14). 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]
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Mr. [redacted]
PO Box XXXXXX
Clermont, FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3, 2015,...
filed with the Revdex.com.
You said you sold your home at XXXXX [redacted] Lane, [redacted] FL XXXXX. You maintain your service was to be canceled on June 29, 2015, and you agreed to pay $135.99. You disputed the balance due for unreturned equipment and said you are unable to return it.
I attempted to reach you at (XXX) XXX-XXXX on September 4, 8 and 9, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
A review of your account shows that your service was disconnected on June 1, 2015, due to nonpayment. The payment of $135.99 covered service rendered through the disconnection date. We sent an email notification regarding the equipment return to you at [redacted]@coldwellbanker.com on July 4, 2015. We attempted to deliver a return box with a label to the service address on July 6, 2015. The return box was returned by UPS as undeliverable on July 21, 2015.
You participated in the DISH'n It Up lease equipment upgrade with an HD DVR Duo receiver. Under this promotion, the customer agrees to return the leased equipment to DISH Network. Because the equipment was not returned to DISH Network, you were billed $248.00 plus tax. I regret any confusion.
Since you maintain you are unable to return the leased equipment, I made an exception and reversed $135.66 from your account. We ask that the remaining balance of $129.70 be paid for the equipment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most customers never know what's in those agreements.
As was stated in the response, I never received the box to return the equipment.
I believe that Dish should comply with agreed final payment that I made in good faith.
Final Business Response /* (4000, 9, 2015/10/05) */
September 29, 2015
Mr. [redacted]
PO Box XXXXXX
[redacted] FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You expressed concern with the contents of our customer agreements. You requested that DISH Network remove the balance for the unreturned equipment.
Please note that all DISH Network agreements are available for our customers to review online at www.dish.com.
The payment of $135.99 was for service rendered only. We sent an email notification advising you of the equipment return to [redacted]@coldwellbanker.com on July 4, 2015, and the return box with label were returned as undeliverable to your physical address.
When we spoke today, I advised you that I previously made an exception and reversed half of the unreturned equipment fees from your account, as you said you no longer have the equipment to return. We ask that the balance of $129.70 be paid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that this issue was previously addressed through...
the Ohio Attorney General’s Office. Enclosed is a copy of our response for your records. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed...
with the Revdex.com.
You said that you were advised that you would receive a $99.00 refund, but you did not receive it.
I attempted to reach you at (XXX) XXX-XXXX on July 20, 21 and 22, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $99.00 was sent to your credit/debit card account on July 15, 2015. The refund was not previously processed due to the outstanding balance on the account.
We sincerely regret any inconvenience this issue [redacted] have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded my money. That's how I wanted it settled.
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You said that you were offered a free equipment upgrade and new customer promotions when you contacted DISH Network about moving your service. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016, and I left three voicemails. In my last message, I advised you that a review of the calls and chats referencing your request to move your service revealed no offers such as you describe. You were offered a free Move-In Deal and a monthly credit of $10.00 for ten months, but no other offers were made. While we sincerely regret any confusion this issue may have caused, we are unable to waive your 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons 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 1020 Cherokee St. Denver, CO 80204 David Laslo Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/10) */
July 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mulligan:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with...
the Revdex.com.
You said that you were being billed for service after you disconnected your DISH Network account.
As you indicated that you did not wish to be contacted further, I did not attempt to reach you by phone.
A review of your calls revealed that you requested to have your account disconnected on February 4, 2015, but you terminated that call before the agent was able to provide you with our disconnection disclosures or disconnect your account.
When you contacted us on March 20, 2015, the agent sent boxes to you in which to return your leased equipment, but the account was left active.
I applied a credit to your account, bringing your balance to zero, and requested to have this item removed from your credit file.
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]
February 22, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com. You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TV. You also mentioned the customer service you received. As previously advised, your damage claim was denied and it cannot be reopened. We regret that you do not agree. Our records indicate that you have received continuous monthly courtesy credits for at least two years. DISH Network reserves the right to place restrictions on an account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [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]
January 9, 2017 Mr. [redacted]., [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated January 3, 2017, filed with the Revdex.com. You said that you don’t owe DISH Network any money because your service was interrupted. We interrupted your service because an outstanding balance has existed on your account since October 2016. Your service was then interrupted due to nonpayment on December 22, 2016. Once your account is disconnected on January 21, 2017, the remaining balance will consist of $144.31 for service rendered. You will not be charged for service past the date of interruption (December 22, 2016). 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
you did not sign a contract with DISH Network when you recently reestablished service. You have made several unsuccessful attempts to have the contractual commitment removed from your account. You requested that this matter be resolved and that the commitment be removed from your account.
When we spoke today, I confirmed that the signature was not captured on the contract on file. I agreed to remove the current contractual commitment on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[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]
July 13, 2016 Dear Sir or Madam: On July 8, 2016, we received your correspondence, dated July 5, 2016, regarding Mr. [redacted]. Mr. [redacted] requested that advertisements sent to his home cease, and he asked for no contact. Most print advertisements,...
but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed his address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. A fee may apply for registration by mail. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist Mr. [redacted]. 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
July 1, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. You expressed concern about the takedown of the NFL Network and your local Fox affiliate. You closed your account and you feel that the early termination fee should be waived. A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications Commission. Enclosed is a copy of my written response. 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 29, 2015 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com. You said you disconnected your service due to the programming selection. You also expressed concern with the customer service you received when your service was restored. While DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. This is the sole responsibility of the programming provider. Please note that our programming packages have been set up to balance cost-effectiveness with consumer demand. One way to maintain lower programming costs is to provide stations in packages, rather than a la carte. As a result, some stations may not be of interest to individual customers, but they meet the needs of the audience as a whole. When we spoke today, I advised you that a refund of $101.81 was submitted. However, because the payment was collected through your checking account, our system will hold the funds for 21 days before a refund is processed. This refund is for the last payment collected for programming. Our records reveal that your service was interrupted due to nonpayment, as the full amount due for service was not collected when the account was restarted. I apologize that this information was not disclosed, and I regret any inconvenience you may have experienced. Your concerns and feedback 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]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Complaint: [redacted]
I am rejecting this response because: I I have damage to my roof because of Dish Network. This is not a landlord tenant issue, but an issue between myself in your business which installed the dish without my permission or knowledge
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 satisfactory to me.
Sincerely,
[redacted]
Payment on the account has been paid, equipment has been SHIPPED OUT FOR return.
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]
March 6, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 1, 2018, we received your complaint, dated February 28, 2018, filed with the Revdex.com. You expressed further concern with the debit of $161.60 that was applied to your credit card account for unreturned equipment. You again stated that you were not provided with a box and shipping label in a timely manner. You requested to be compensated $50.00. As previously advised, DISH Network requires the equipment to be returned within 30 days from the date of disconnection. Although DISH Network will provide boxes and shipping labels for the return of the equipment, a charge of $15.00 (previously $12.00) is applied to your account for the cost. Our records confirm that a full refund of $161.60 was processed once the equipment was returned. We are unable to honor your request for compensation. 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]
April 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com. You expressed concern with the possible takedown of your local CBS and ABC stations because of our negotiations with Media General. DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programming. In order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing. When I spoke with the account holder, Ms. Jackie Baker, I was pleased to informed her that on April 1, 2016, we reached an agreement with Media General and they have stopped all takedown crawls. 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]
August 10, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On July 28, 2017, we received your complaint, dated July 27, 2017, filed with the Revdex.com. You expressed concern that you have not received a response to a damage claim you filed because your internet cables were cut. When I spoke with you by telephone today, you informed me that this issue was resolved through our Corporate Field Resolutions Department. They honored your request for one month of service credit ($87.14). 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]
Final Consumer Response /* (2000, 4, 2015/12/22) */
Initial Business Response /* (1000, 5, 2015/09/25) */
September 10, 2015
Mr. [redacted]
PO Box XXXXXX
Clermont, FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 4, 2015, we received your correspondence, dated September 3, 2015,...
filed with the Revdex.com.
You said you sold your home at XXXXX [redacted] Lane, [redacted] FL XXXXX. You maintain your service was to be canceled on June 29, 2015, and you agreed to pay $135.99. You disputed the balance due for unreturned equipment and said you are unable to return it.
I attempted to reach you at (XXX) XXX-XXXX on September 4, 8 and 9, 2015. I left three voice messages. Although you returned my call, we were unable to speak directly.
A review of your account shows that your service was disconnected on June 1, 2015, due to nonpayment. The payment of $135.99 covered service rendered through the disconnection date. We sent an email notification regarding the equipment return to you at [redacted]@coldwellbanker.com on July 4, 2015. We attempted to deliver a return box with a label to the service address on July 6, 2015. The return box was returned by UPS as undeliverable on July 21, 2015.
You participated in the DISH'n It Up lease equipment upgrade with an HD DVR Duo receiver. Under this promotion, the customer agrees to return the leased equipment to DISH Network. Because the equipment was not returned to DISH Network, you were billed $248.00 plus tax. I regret any confusion.
Since you maintain you are unable to return the leased equipment, I made an exception and reversed $135.66 from your account. We ask that the remaining balance of $129.70 be paid for the equipment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most customers never know what's in those agreements.
As was stated in the response, I never received the box to return the equipment.
I believe that Dish should comply with agreed final payment that I made in good faith.
Final Business Response /* (4000, 9, 2015/10/05) */
September 29, 2015
Mr. [redacted]
PO Box XXXXXX
[redacted] FL XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 29, 2015, we received your rebuttal, dated September 28, 2015, filed with the Revdex.com.
You expressed concern with the contents of our customer agreements. You requested that DISH Network remove the balance for the unreturned equipment.
Please note that all DISH Network agreements are available for our customers to review online at www.dish.com.
The payment of $135.99 was for service rendered only. We sent an email notification advising you of the equipment return to [redacted]@coldwellbanker.com on July 4, 2015, and the return box with label were returned as undeliverable to your physical address.
When we spoke today, I advised you that I previously made an exception and reversed half of the unreturned equipment fees from your account, as you said you no longer have the equipment to return. We ask that the balance of $129.70 be paid.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Dear Mr. [redacted]: On February 4, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. A review of our records indicates that this issue was previously addressed through...
the Ohio Attorney General’s Office. Enclosed is a copy of our response for your records. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 13, 2015, we received your complaint, dated July 11, 2015, filed...
with the Revdex.com.
You said that you were advised that you would receive a $99.00 refund, but you did not receive it.
I attempted to reach you at (XXX) XXX-XXXX on July 20, 21 and 22, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $99.00 was sent to your credit/debit card account on July 15, 2015. The refund was not previously processed due to the outstanding balance on the account.
We sincerely regret any inconvenience this issue [redacted] have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded my money. That's how I wanted it settled.
February 22, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. You said that you were offered a free equipment upgrade and new customer promotions when you contacted DISH Network about moving your service. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016, and I left three voicemails. In my last message, I advised you that a review of the calls and chats referencing your request to move your service revealed no offers such as you describe. You were offered a free Move-In Deal and a monthly credit of $10.00 for ten months, but no other offers were made. While we sincerely regret any confusion this issue may have caused, we are unable to waive your 24-month commitment. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave Simons 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 1020 Cherokee St. Denver, CO 80204 David Laslo Tell us why here...
Initial Business Response /* (1000, 5, 2015/07/10) */
July 9, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. Mulligan:
On July 8, 2015, we received your complaint, dated July 7, 2015, filed with...
the Revdex.com.
You said that you were being billed for service after you disconnected your DISH Network account.
As you indicated that you did not wish to be contacted further, I did not attempt to reach you by phone.
A review of your calls revealed that you requested to have your account disconnected on February 4, 2015, but you terminated that call before the agent was able to provide you with our disconnection disclosures or disconnect your account.
When you contacted us on March 20, 2015, the agent sent boxes to you in which to return your leased equipment, but the account was left active.
I applied a credit to your account, bringing your balance to zero, and requested to have this item removed from your credit file.
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]
February 22, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
[redacted] Dear Mr. [redacted]: On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com. You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TV. You also mentioned the customer service you received. As previously advised, your damage claim was denied and it cannot be reopened. We regret that you do not agree. Our records indicate that you have received continuous monthly courtesy credits for at least two years. DISH Network reserves the right to place restrictions on an account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted] [redacted]
[redacted]
[redacted] [redacted] [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]
January 9, 2017 Mr. [redacted]., [redacted], ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On January 5, 2017, we received your rebuttal, dated January 3, 2017, filed with the Revdex.com. You said that you don’t owe DISH Network any money because your service was interrupted. We interrupted your service because an outstanding balance has existed on your account since October 2016. Your service was then interrupted due to nonpayment on December 22, 2016. Once your account is disconnected on January 21, 2017, the remaining balance will consist of $144.31 for service rendered. You will not be charged for service past the date of interruption (December 22, 2016). 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
December 11, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]
Dear Ms. [redacted]:
On December 11, 2015, we received your correspondence, dated December 10, 2015, filed with the Revdex.com.
You stated that...
you did not sign a contract with DISH Network when you recently reestablished service. You have made several unsuccessful attempts to have the contractual commitment removed from your account. You requested that this matter be resolved and that the commitment be removed from your account.
When we spoke today, I confirmed that the signature was not captured on the contract on file. I agreed to remove the current contractual commitment on your account. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[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]
July 13, 2016 Dear Sir or Madam: On July 8, 2016, we received your correspondence, dated July 5, 2016, regarding Mr. [redacted]. Mr. [redacted] requested that advertisements sent to his home cease, and he asked for no contact. Most print advertisements,...
but not all, are sent by companies that sell DISH Network satellite hardware and programming. They are independent companies that set their own policies and business procedures. I have placed his address on our Do Not Contact list. However, we do not share any information with the independent companies that sell our product. Therefore, we suggest that you call the contact phone number on each advertisement and request to be placed on their Do Not Contact list. The United States Postal Service also has some suggestions to prevent the receipt of unwanted print advertisements: The Direct Marketing Association (DMA) created a "Do Not Mail" registry. The DMA has approximately 3,600 members. Registry members are no longer allowed to be contacted by members of the DMA. Email registration is free at www.dmachoice.org. A fee may apply for registration by mail. It takes approximately two to three months before a significant reduction in junk mail is seen. The DMA registry provides a partial solution; junk mail may still be received from non-DMA members. The DMA contact information is as follows: DMAchoice Direct Marketing Association PO Box 643 Carmel, NY 10512 dmachoice.org There are methods available to refuse delivery from non-governmental institutions. Request Form 1500, Application for Listing and/or Prohibitory Order. The form was originally created to avoid circulation of sexually-oriented mail; however, the Supreme Court ruled Form 1500 can be used to refuse all undesirable mail, including junk mail. When submitting Form 1500, include a sample piece of junk mail. It takes 30 days to have your address added to the list. Your listing is active for five years. The Prohibitory Order Processing Center contact information is: US Postal Service PO Box 3744 Memphis TN 38173-0744 usps.com/forms/_pdf/ps1500.pdf I hope this information will assist Mr. [redacted]. 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
July 1, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On June 29, 2016, we received your complaint, dated June 28, 2016, filed with the Revdex.com. You expressed concern about the takedown of the NFL Network and your local Fox affiliate. You closed your account and you feel that the early termination fee should be waived. A review of your account reveals that I addressed your concerns through a complaint you filed with the Federal Communications Commission. Enclosed is a copy of my written response. 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 29, 2015 [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the Revdex.com. You said you disconnected your service due to the programming selection. You also expressed concern with the customer service you received when your service was restored. While DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. This is the sole responsibility of the programming provider. Please note that our programming packages have been set up to balance cost-effectiveness with consumer demand. One way to maintain lower programming costs is to provide stations in packages, rather than a la carte. As a result, some stations may not be of interest to individual customers, but they meet the needs of the audience as a whole. When we spoke today, I advised you that a refund of $101.81 was submitted. However, because the payment was collected through your checking account, our system will hold the funds for 21 days before a refund is processed. This refund is for the last payment collected for programming. Our records reveal that your service was interrupted due to nonpayment, as the full amount due for service was not collected when the account was restarted. I apologize that this information was not disclosed, and I regret any inconvenience you may have experienced. Your concerns and feedback 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]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Complaint: [redacted]
I am rejecting this response because: I I have damage to my roof because of Dish Network. This is not a landlord tenant issue, but an issue between myself in your business which installed the dish without my permission or knowledge
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 satisfactory to me.
Sincerely,
[redacted]
Payment on the account has been paid, equipment has been SHIPPED OUT FOR return.