March 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You thought that you were enrolled in the Protection Plan Warranty when you scheduled a technician visit for Saturday, March 26, 2016. You expressed concern with the technician visit fee, and with the Protection Plan terms. The starting cost of our technician visits is $95.00. The Protection Plan Warranty reduces the cost to $10.00. We’re sorry that you do not agree with our company policy and procedure. When I spoke with you by telephone today, I agreed to remove the Protection Plan from your account once the scheduled technician visit is complete. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
December 27, 2016 Dear Ms. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You expressed concern about my response to your initial complaint. It was not my intent to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
October 12, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You mentioned that you provided your advertisements in your previous correspondence. You also indicated you did not agree with my previous offer of a $5.00 monthly credit. I regret that I did not receive the documentation with your original complaint. However, per our conversation, I received your email that included them. Our website advertises a rate of $39.99, which is the sale price for the Flex Pack only (regular price is $34.99). It does not include the $10.00 DVR fee. The 2-Year Price Guarantee is $39.99 for the Flex Pack with a DVR fee. When you enroll in Credit Card AutoPay (CCA), you receive a $5.00 monthly discount as long as you are enrolled. · Flex Pack ...⇄ $34.99 · DVR service fee $10.00 $44.99 · CCA discount ...⇄ -$5.00 $39.99 before tax However, you also subscribe to the Local Pack and News Pack which are priced at $10.00 each. The total price is $59.99 plus tax. A review of the sales chat dated August 27, 2016, reveals that the price that you were quoted was incorrect. Therefore, as an exception, I applied a $10.00 monthly credit to your account for the remainder of your 24-month agreement. 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 - 2:30 pm MDT ###-###-####
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.
As long as Dish fulfills it's agreement to actually cancel the new contract and I will no longer be under any contract of any kind, I shall have no further dispute.
Sincerely,
[redacted]
January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.Although I received your voicemails, my attempts to contact you by phone at [redacted] on January 6, 7 and 8, 2015, were unsuccessful; however, I left three messages. You maintain that you are not receiving the monthly rate of $115.61 that you were guaranteed for two years. A review of the customer service call on April 18, 2015, found that while the representative offered you a monthly rate of $115.61 plus tax, he did not give a time frame on how long the rate would apply. The representative did, however, state that the 24-month commitment was required to provide the upgraded equipment at no cost. Additionally, the representative notated your account indicating that he offered you a $30.00 credit for six months; however, he did not apply the credit as promised. I apologize for this oversight. To honor this offer, a $30.00 monthly credit was applied on May 14, 2015, for six months. This reduced your monthly rate to $114.99 plus tax through November 14, 2015. On December 11, 2015, a $25.00 monthly credit was added for four months, and your monthly rate became $120.51 plus tax. A $50.00 lump-sum credit was also applied to cover the previous two months already billed. Please note that this monthly rate is not guaranteed. As we are unable to honor your request to provide you with a guaranteed monthly rate of $115.61, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. We strive to provide excellent service and regret that your experience was unfavorable.If there are further questions or concerns about this issue, please feel free to contact me at [redacted]
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You said that you have been attempting to return your leased equipment to DISH Network but you have not...
received a return label. You maintain that you have made several attempts to obtain a label from DISH Network, but without success. You requested that a DISH Network supervisor contact you. A review of your account reveals that DISH Network received your leased equipment on September 13, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
[redacted] Dear Ms. [redacted]: On January 17, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced, and you said that the issues have not been resolved. You also indicated that your monthly bill increased by $30.00, and you disputed the cost for a technician visit. When we spoke today, I offered you the DISH’n It Up (DIU) equipment upgrade for the Hopper 3 and two Joey receivers with no upfront cost and a 24-month commitment. I informed you that I would make an exception and waive your 24-month term commitment for the DIU promotion on November 24, 2019. This is the date that your Preferred Customer Offer will be fulfilled. I scheduled an installation for January 27, 2018, between the hours of 8:00 am and noon. You accepted this resolution. Our records reveal that your $27.00 monthly promotional credit, along with the monthly $15.00 courtesy credits, ended in October 2017. As a result your bill increased. During our conversation, you said your bill is now $10.00 more per month than what was quoted when the Preferred Customer Offer was added to your account. Our records reveal that you enrolled in the Preferred Customer Offer with 24-month commitment and a price guarantee for the core programming for 24 months. You currently subscribe to the following: · America’s Top 120 package $44.99 (regular price $64.99) · Local channels ...⇄ $10.00 (regular price $12.00) · DVR service fee ...⇄ $10.00 (regular price $15.00) · Two Joey receivers ...⇄ $14.00 ($7.00 per Joey) Your monthly bill with tax is $84.56. I reviewed your recorded call from November 25, 2017 (the date the Preferred Customer Offer was applied). I found that our agent provided full disclosure of the promotional terms and informed you that the monthly billing rate would be $78.99 before tax. You accepted this offer through the IVR phone system. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about the dishNET internet speed, and you requested a refund of $680.00.
When we spoke, I advised you that our records indicate we received five technical service calls from you since your account initiation on June 27, 2014. A technician visit was offered but you declined.
As a courtesy, I made an exception and waived your data early termination fee. However, as our records indicate that your reported internet speeds were within acceptable levels and that service was rendered, we are unable to provide the refund you requested.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You said that the ownership of your DISH Network account was supposed to have been switched to the person renting your house. You disputed the balance associated with your account, and you requested to have the account removed from collections. When we spoke, I informed you our records do not reflect that a transfer of ownership was requested. Your account billing name was changed in July 2013, but, as I explained, an account transfer requires that the transferee qualify for their own account through a credit check. However, as I am unable to review the recorded calls for your account during that time, I made an exception and waived the $104.89 balance and requested that it be removed from collections. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* ([redacted], **, [redacted]/**/**) */
May *, [redacted]
Mr. [redacted]., # [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April **, [redacted], we received your complaint, dated April **, [redacted], filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted] on May *, * and *, [redacted]. There was no option to leave a message.
You maintain you specifically asked the sales representative if we carried the Yes channel and the Yankees games. Because we do not, you disconnected both the TV and internet service provided by DISH Network.
DISH Network charges a $**.** activation fee. This fee is waived if you commit to a **-month agreement. Your account was activated under the Digital Home Advantage (DHA) **-month agreement. A review of the sales call recording reveals that the Yes channel was not mentioned and there were no questions regarding the Yankees games. However, as an exception, I removed the $[redacted].** early termination fee and reinstated the $**.** activation fee. Your current balance due is $[redacted].**.
You also mentioned that the internet is too slow. We show no record of you reporting any issues with the internet service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a **-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a **-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music video, conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed may decrease. It would depend on the time of day and local traffic as well as the actual usage location.
However, as an exception, I removed the $[redacted].** early termination fee for the internet service.
Please return the receivers, remotes, TRIA and modem to avoid unreturned equipment fees. Boxes for the return of the equipment are scheduled for delivery today under UPS tracking number *Z[redacted]. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday *:** am to *:** pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated September...
24, 2015, filed with the Revdex.com.
You said you moved and you maintain that in July 2015, you were told that the early termination fee would be waived.
When we spoke today, I advised you that I reviewed your recorded call that took place on July 12, 2015, and found that you requested to downgrade the programming package. During the call you disputed the Protection Plan and a monthly $8.00 credit was applied for eleven months.
You called again on July 21, 2015, and informed our agent that you were moving and you requested to cancel the service. During this call you requested that the satellite equipment be removed from your home and a free technician visit was scheduled and completed on July 27, 2015.
When you called on August 17, 2015, you were advised that the equipment was returned and you were billed $160.00 for the early termination fee, as the service was disconnected prior to the promotional fulfillment date.
Under the Digital Home Advantage (DHA) promotion, the customer agrees to be bound to the agreement if their residence changes. I have enclosed a copy of your signed DHA agreement for your records.
Please note that our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, and free and discounted programming.
Although we have no record that we agreed to waive the early termination fee, I made an exception and reduced the fee by $80.00. We ask that the balance of $71.63 be paid. You disagreed and requested your account records.
To receive a copy of your account records, you may submit a subpoena to DISH Network. Please address it to Subpoena Requests at PO Box 6655, Englewood, CO XXXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my conversation with the DISH rep on July 21, 2015, there was a discussion that an early termination fee would be waived based on the fact that the new residence I was moving to is in a contractual agreement with a local service provider and does not extend cable and internet service to other service providers .
In regards to DISH's service agreement, Section 6 paragraph D states "In the event that your Services are cancelled or disconnected for any reason, then you still must pay all unbilled and outstanding billed balances.."
However, in Section 6 paragraph B it states "..Although you may cancel your Services at any time by notifying us at the telephone number set forth in Section 1, you may be subject to certain prices, fees and/or charges (including, without limitation, an Early Termination Fee) and you will continue to have obligations with respect to the return of Equipment and certain other obligations as set forth in this Agreement and your applicable Promotion Agreement(s)..."
In Section 6 Paragraph D it explicitly states that if services are cancelled "for any reason" the customer is obligated to pay all unbilled outstanding and billed balances which are separate from an early termination fee.
However, Section 6 Paragraph B does not explicitly state "for any reason". Instead it states that the customer "may be subject to to certain prices, fees and/or charges.." and therefore leaves room for interpretation. In other words, if the customer provides a valid reason for terminating services ( i.e death), the customer should not be subject to an early termination fee. Furthermore, DISH does not explicitly state what reasons are or are not valid and therefore again leaves room for interpretation by either party.
I, however, contend that I have a valid reason. As I stated in my original complaint, the apartment complex where I moved to already has a contractual agreement with a local cable company and does not allow for other service providers to transfer their services to the complex. I've attached an email from property management that verifies this.
Final Business Response /* (4000, 9, 2015/10/08) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disputed our response and referred to the DISH Network Residential Agreement.
When we spoke today, I advised you that I emailed you a copy of your signed Digital Home Advantage (DHA) agreement to [redacted]@juno.com. You said you will review the document at your convenience.
Because your service was disconnected prior to the promotional fulfillment date, you were billed $160.00 for the early termination fee. An exception was previously made and half of the fee was removed, leaving a balance due of $71.63.
Although the early termination fee is valid, in the interest of resolving this matter, I removed the balance from your account.
As of October 7, 2015, your DISH Network account is at a zero balance.
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]
July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You expressed further concern with the check payments that you attempted to make on June 21 and 22, 2016. You also stated that you are receiving another service interruption message on your television screen. As previously advised, the check payments that you attempted to make for the balance of $76.09 on June 21 and 22, 2016, were declined. We are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you are enrolled in our Flex 24 promotion, which is a pay-in-advance promotion. Your payment is required to be received on or before your monthly due date (21st of each month). As a courtesy, DISH Network will notify you of the required payment to avoid service interruption. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: Did the business even read the complaint? The reply from the business appear completely irrelevant to the complaint. Yes, some one from Dish did call me during my work hours a few times. But I called atleast 5-6 times and left messages to schedule a time so that we can talk. No one ever answered back to that. The calls were made just for formality. My complaint is not about the two year contract I signed. Below is the conversation between me and the Dish customer care rep.[redacted]: Iam interested in the hindi mega pack. I currently have the hindi elite pack. [redacted] (ID: [redacted]): Hi [redacted]. [redacted] (ID: [redacted]): Thank you for chatting us about adding the package. [redacted] (ID: [redacted]): We'd love to process it for you [redacted] (ID: [redacted]): To better assist you with, can I have the phone number on file so that we could pull up your account? [redacted]: I see that hindi mega pack goes back to 55 dollars after 12 months [redacted] (ID: [redacted]): Let me check. [redacted]: If you can offer 24 for 24 monthsi would like that [redacted]: [redacted]5 [redacted] (ID: [redacted]): That offer is for new customer, [redacted]. [redacted] (ID: [redacted]): What we have is half the price of the package for 6 months. [redacted] (ID: [redacted]): For security purposes, would you please verify the 4 digit Security Code on the account? [redacted] (ID: [redacted]): Code reminder is "shunya". [redacted]: Not on chat [redacted]: 0000 [redacted] (ID: [redacted]): Thank you. [redacted] (ID: [redacted]): Like all customers, you received a new customer offer at the time of activation; while the specifics of the offers may change, the value of the offer stays relatively consistent. [redacted]: Alright [redacted] (ID: [redacted]): Would you like to add HINDI MEGA half the price? [redacted]: Definetly dont want to pay 55 per month [redacted] (ID: [redacted]): It would be half the price, [redacted]. [redacted]: For how long [redacted] (ID: [redacted]): It is good for 6 months. [redacted] (ID: [redacted]): After 6 months, you can contact us back and check if the promotion is still available to be added for the next 6 months. [redacted]: I have a yr contract with you [redacted] (ID: [redacted]): DISH provides existing customers with extra benefits every month with DISH Perks. [redacted] (ID: [redacted]): It will not affect the contract. [redacted]: I never received any [redacted] (ID: [redacted]): I would like to tell you about DISH Perks. It is an exclusive program that provides DISH customers a lot of extras at no additional cost. You can visit www.mydish.com/perks to see a lineup of the latest freebies. Many perks are available for your benefit. [redacted] (ID: [redacted]): The half the price is one of the perks you are qualified to have/. [redacted]: But then you start charging if I dont remove the freebie [redacted] (ID: [redacted]): Instead we have it to you at the full amount, we can give it to you 50% off. [redacted]: I have to spend hours on phone [redacted] (ID: [redacted]): So, you can contact us before the promotion end or on the 5th month. [redacted] (ID: [redacted]): You can contact us via chat to check. [redacted]: Look [redacted] (ID: [redacted]): I apologize for having issues reaching customer service department via phone. [redacted]: If you can give mega pack for my remaining contract I will upgrade or else I have to any ways pay another 10 dollars to other providers to get those extra channels [redacted] (ID: [redacted]): I can add Mega pack on the account, half the price [redacted]. [redacted] (ID: [redacted]): It is good for 6 months and that is the remaining months on your contract as well. [redacted]: For the remaining period of my contract? [redacted] (ID: [redacted]): Yes, as I have checked, you have been with us for 1 year and 6 months. [redacted]: What happens after 6 months? You automatically start billing me 55? [redacted] (ID: [redacted]): Yes, [redacted]. But you can contact us before it ends so that we can check if the promotion to add it for another 6 months half the price is still available. [redacted]: For 6months half? How much is that including taxes [redacted] (ID: [redacted]): Yes. [redacted] (ID: [redacted]): If we change to Mega Pack, your monthly bill will be $86.99 beofre tax. [redacted]: Its 55 now [redacted] (ID: [redacted]): Let me check. [redacted]: I guess you would removethe current elite pack [redacted] (ID: [redacted]): Yes, that is correct. [redacted]: My billshould only increase by 10 [redacted] (ID: [redacted]): Let me double check. [redacted]: Half of55 is 27.5 [redacted] (ID: [redacted]): Ohh yes, sorry. There is a credit of $22 on the account. [redacted] (ID: [redacted]): So it would be for $64.99 [redacted]: Ok [redacted] (ID: [redacted]): Would you like to add it now? [redacted]: So what day I will have to call back after 6 months [redacted] (ID: [redacted]): It would be on the 30th or 31st. [redacted]: Of? [redacted] (ID: [redacted]): 30th of June. [redacted] (ID: [redacted]): I mean MAY sorry [redacted] (ID: [redacted]): MAY 31st or 30th is the best timing. [redacted]: I will also need a confirmation email of this 65 dollar price gaurentee [redacted] (ID: [redacted]): You will be notified whatever changes happens on the account. [redacted]: When [redacted] (ID: [redacted]): Within 30 mins after the changes. [redacted]: Can you send it right away. In the past I had bad experience [redacted] (ID: [redacted]): It is system generated, [redacted]. [redacted] (ID: [redacted]): You can copy paste our conversation if you like., [redacted]: Atleast send me quote now [redacted] (ID: [redacted]): There is a $5.00 Programming Change fee per service charged any time you change services within 30 days of adding them.With the changes made today, your new monthly rate will be $64.99. Your bill that will be created on 01/01 will be slightly HIGHER as prorated CHARGES/CREDITS will apply on that statement in addition to the new monthly rate. [redacted]: What is this 5 dollar charge [redacted] (ID: [redacted]): It will only apply, if you remove the package within 30 days of adding it. [redacted]: Have you made the changes? [redacted] (ID: [redacted]): Yes, [redacted]. [redacted] (ID: [redacted]): It will take effect within 15 minutes. [redacted]: What re the c [redacted]: New channel numbers [redacted] (ID: [redacted]): Let me check. [redacted]: Is there a refernce number to this transaction.? [redacted] (ID: [redacted]): No, [redacted]. [redacted] (ID: [redacted]): Copy paste the conversation for your convinience. [redacted] (ID: [redacted]): Still checking for channels. [redacted] (ID: [redacted]): https://www.mydish.com/hindi After this, I have never received a 65$ Bill. Dish has charged me sometimes 75, sometimes $92.I had to call almost every month to ask the dish customer care rep to not over charge me. Several hours on phone.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding being charged for a Service Plan for equipment you do not own. You asked that we provide the Service Plan at no cost. Because you lease your equipment from us, we will always replace it at no cost if it is found to be defective. However, if leased equipment needs to be shipped to a customer, there is a shipping fee of $15.00. Also our installations and technician visits carry a 60-day warranty. If a technician is needed outside of the warranty period, there is a fee of $95.00. When a customer subscribes to our Service Plan, they receive free shipping and the cost of a technician visit is reduced to $10.00. We are unable to provide the Service Plan to you at no cost. 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
January 23, 2017 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted]
...
[redacted] Dear Mr. and Mrs. [redacted] On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 17, 18 and 23, 2017, and I left three messages. I also emailed you at [redacted] with a request to contact me. You expressed concern that you are experiencing technical issues between your Hopper 3 and your external hard drive, and it has not been corrected. You requested more than $5.00 a month in compensation. Our records reveal that our engineers are currently working on this issue. A software update to resolve this issue is scheduled to be released sometime in February 2017. Although the $5.00 credit that you were provided for three months expired on your January 8, 2017, billing statement, you were provided with a one-time credit of $10.00 for the month of January 2017, and this credit will be reflected on your February 8, 2017, billing statement. No further compensation is due. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
They worked with me and I'm grateful for their quickness to resolve my complaint.
Sincerely,
[redacted]
October 26, 2016 Dear Ms. [redacted]: On October 17, 2016, we received your complaint, dated October 13, 2016, filed with the Better Business...
Bureau. You indicated that DISH Network collected $220.00 from your brother’s credit card account for the early termination fee. You requested that the $220.00 be refunded to your brother’s account. When we spoke, I informed you that your agreement states that DISH Network is authorized to collect fees from the credit card account used to qualify for the service. I made an exception and issued a refund of $220.00 to the credit card account ending in [redacted]. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Although Mr. [redacted] response makes no sense - I received a check on January 13th. So I will consider this matter settled.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. Beard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com. You said that you were unable to make your payment on time and you contacted our customer service. You said that an agent told you to remove eAutoPay and add it back on a later date, which you did. However, you said that your rate doubled as you lost your promotional credits. You ask that we provide you with a refund or release you from your contract. When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated it. I told you that your rate didn’t double, but it did increase by $10.00 as that is the discount you receive for having eAutoPay. You ended the call. I am unable to waive your early termination fee due to this complaint. However, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPay. If you would like to accept my offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
March 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.com. You thought that you were enrolled in the Protection Plan Warranty when you scheduled a technician visit for Saturday, March 26, 2016. You expressed concern with the technician visit fee, and with the Protection Plan terms. The starting cost of our technician visits is $95.00. The Protection Plan Warranty reduces the cost to $10.00. We’re sorry that you do not agree with our company policy and procedure. When I spoke with you by telephone today, I agreed to remove the Protection Plan from your account once the scheduled technician visit is complete. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
December 27, 2016 Dear Ms. [redacted]: On December 27, 2016, we received your complaint, dated December 23, 2016, filed with the Revdex.com. You expressed concern about my response to your initial complaint. It was not my intent to add to your frustration. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
October 12, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You mentioned that you provided your advertisements in your previous correspondence. You also indicated you did not agree with my previous offer of a $5.00 monthly credit. I regret that I did not receive the documentation with your original complaint. However, per our conversation, I received your email that included them. Our website advertises a rate of $39.99, which is the sale price for the Flex Pack only (regular price is $34.99). It does not include the $10.00 DVR fee. The 2-Year Price Guarantee is $39.99 for the Flex Pack with a DVR fee. When you enroll in Credit Card AutoPay (CCA), you receive a $5.00 monthly discount as long as you are enrolled. · Flex Pack ...⇄ $34.99 · DVR service fee $10.00 $44.99 · CCA discount ...⇄ -$5.00 $39.99 before tax However, you also subscribe to the Local Pack and News Pack which are priced at $10.00 each. The total price is $59.99 plus tax. A review of the sales chat dated August 27, 2016, reveals that the price that you were quoted was incorrect. Therefore, as an exception, I applied a $10.00 monthly credit to your account for the remainder of your 24-month agreement. 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 - 2:30 pm MDT ###-###-####
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.
As long as Dish fulfills it's agreement to actually cancel the new contract and I will no longer be under any contract of any kind, I shall have no further dispute.
Sincerely,
[redacted]
January 11, 2016Ms. [redacted]Fort Worth, TX [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On...
January 5, 2016, we received your complaint, dated January 4, 2016, filed with the Revdex.com.Although I received your voicemails, my attempts to contact you by phone at [redacted] on January 6, 7 and 8, 2015, were unsuccessful; however, I left three messages. You maintain that you are not receiving the monthly rate of $115.61 that you were guaranteed for two years. A review of the customer service call on April 18, 2015, found that while the representative offered you a monthly rate of $115.61 plus tax, he did not give a time frame on how long the rate would apply. The representative did, however, state that the 24-month commitment was required to provide the upgraded equipment at no cost. Additionally, the representative notated your account indicating that he offered you a $30.00 credit for six months; however, he did not apply the credit as promised. I apologize for this oversight. To honor this offer, a $30.00 monthly credit was applied on May 14, 2015, for six months. This reduced your monthly rate to $114.99 plus tax through November 14, 2015. On December 11, 2015, a $25.00 monthly credit was added for four months, and your monthly rate became $120.51 plus tax. A $50.00 lump-sum credit was also applied to cover the previous two months already billed. Please note that this monthly rate is not guaranteed. As we are unable to honor your request to provide you with a guaranteed monthly rate of $115.61, I waived your 24-month commitment. You will not be charged an early termination fee if you choose to disconnect your service. We strive to provide excellent service and regret that your experience was unfavorable.If there are further questions or concerns about this issue, please feel free to contact me at [redacted]
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT[redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
September 14, 2016 Dear Ms. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You said that you have been attempting to return your leased equipment to DISH Network but you have not...
received a return label. You maintain that you have made several attempts to obtain a label from DISH Network, but without success. You requested that a DISH Network supervisor contact you. A review of your account reveals that DISH Network received your leased equipment on September 13, 2016. We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. 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 ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 7:00 am-3:30 pm MST, MON-FRI ###-###-####
January 23, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 17, 2018, we received your complaint, dated January 17, 2018, filed with the Revdex.com. You expressed dissatisfaction with the technical issues you experienced, and you said that the issues have not been resolved. You also indicated that your monthly bill increased by $30.00, and you disputed the cost for a technician visit. When we spoke today, I offered you the DISH’n It Up (DIU) equipment upgrade for the Hopper 3 and two Joey receivers with no upfront cost and a 24-month commitment. I informed you that I would make an exception and waive your 24-month term commitment for the DIU promotion on November 24, 2019. This is the date that your Preferred Customer Offer will be fulfilled. I scheduled an installation for January 27, 2018, between the hours of 8:00 am and noon. You accepted this resolution. Our records reveal that your $27.00 monthly promotional credit, along with the monthly $15.00 courtesy credits, ended in October 2017. As a result your bill increased. During our conversation, you said your bill is now $10.00 more per month than what was quoted when the Preferred Customer Offer was added to your account. Our records reveal that you enrolled in the Preferred Customer Offer with 24-month commitment and a price guarantee for the core programming for 24 months. You currently subscribe to the following: · America’s Top 120 package $44.99 (regular price $64.99) · Local channels ...⇄ $10.00 (regular price $12.00) · DVR service fee ...⇄ $10.00 (regular price $15.00) · Two Joey receivers ...⇄ $14.00 ($7.00 per Joey) Your monthly bill with tax is $84.56. I reviewed your recorded call from November 25, 2017 (the date the Preferred Customer Offer was applied). I found that our agent provided full disclosure of the promotional terms and informed you that the monthly billing rate would be $78.99 before tax. You accepted this offer through the IVR phone system. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7082. Sincerely, Christina A[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST (720) 514-7082 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
May 7, 2015
Mr. [redacted] Dr.
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with the Better...
Business Bureau.
You expressed concern about the dishNET internet speed, and you requested a refund of $680.00.
When we spoke, I advised you that our records indicate we received five technical service calls from you since your account initiation on June 27, 2014. A technician visit was offered but you declined.
As a courtesy, I made an exception and waived your data early termination fee. However, as our records indicate that your reported internet speeds were within acceptable levels and that service was rendered, we are unable to provide the refund you requested.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 8, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 5, 2018, we received your complaint, dated March 3, 2018, filed with the Revdex.com. You said that the ownership of your DISH Network account was supposed to have been switched to the person renting your house. You disputed the balance associated with your account, and you requested to have the account removed from collections. When we spoke, I informed you our records do not reflect that a transfer of ownership was requested. Your account billing name was changed in July 2013, but, as I explained, an account transfer requires that the transferee qualify for their own account through a credit check. However, as I am unable to review the recorded calls for your account during that time, I made an exception and waived the $104.89 balance and requested that it be removed from collections. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* ([redacted], **, [redacted]/**/**) */
May *, [redacted]
Mr. [redacted]., # [redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On April **, [redacted], we received your complaint, dated April **, [redacted], filed with...
the Revdex.com.
I unsuccessfully attempted to contact you at ([redacted] on May *, * and *, [redacted]. There was no option to leave a message.
You maintain you specifically asked the sales representative if we carried the Yes channel and the Yankees games. Because we do not, you disconnected both the TV and internet service provided by DISH Network.
DISH Network charges a $**.** activation fee. This fee is waived if you commit to a **-month agreement. Your account was activated under the Digital Home Advantage (DHA) **-month agreement. A review of the sales call recording reveals that the Yes channel was not mentioned and there were no questions regarding the Yankees games. However, as an exception, I removed the $[redacted].** early termination fee and reinstated the $**.** activation fee. Your current balance due is $[redacted].**.
You also mentioned that the internet is too slow. We show no record of you reporting any issues with the internet service.
Please be advised that the Fair Access Policy and Data Allowance Policy were designed to ensure that all customers have equal access to the network. These policies limit the amount of data that a customer may send and receive using the internet service in a **-day period before speeds are slowed. Each service package has its usage thresholds for uploading and downloading within a **-day period.
Common causes of high usage include the following:
Downloading or streaming media (movies, TV, music video, conferencing)
Using download or streaming services (YouTube, HBO Go, etc.)
Unsecured wireless router
Smartphone/tablet using wireless connection
There are different reasons that the internet speed may decrease. It would depend on the time of day and local traffic as well as the actual usage location.
However, as an exception, I removed the $[redacted].** early termination fee for the internet service.
Please return the receivers, remotes, TRIA and modem to avoid unreturned equipment fees. Boxes for the return of the equipment are scheduled for delivery today under UPS tracking number *Z[redacted]. Please keep the return tracking numbers for your records.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday *:** am to *:** pm MDT
([redacted]
cc: Denver / Boulder Revdex.com
[redacted] Cherokee St.
Denver, CO [redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/10/05) */
September 28, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 25, 2015, we received your correspondence, dated September...
24, 2015, filed with the Revdex.com.
You said you moved and you maintain that in July 2015, you were told that the early termination fee would be waived.
When we spoke today, I advised you that I reviewed your recorded call that took place on July 12, 2015, and found that you requested to downgrade the programming package. During the call you disputed the Protection Plan and a monthly $8.00 credit was applied for eleven months.
You called again on July 21, 2015, and informed our agent that you were moving and you requested to cancel the service. During this call you requested that the satellite equipment be removed from your home and a free technician visit was scheduled and completed on July 27, 2015.
When you called on August 17, 2015, you were advised that the equipment was returned and you were billed $160.00 for the early termination fee, as the service was disconnected prior to the promotional fulfillment date.
Under the Digital Home Advantage (DHA) promotion, the customer agrees to be bound to the agreement if their residence changes. I have enclosed a copy of your signed DHA agreement for your records.
Please note that our early termination fees and 24-month commitments are an attempt to recoup some of our cost and losses we incur when acquiring a new customer. In your case, you received a free installation, free activation, and free and discounted programming.
Although we have no record that we agreed to waive the early termination fee, I made an exception and reduced the fee by $80.00. We ask that the balance of $71.63 be paid. You disagreed and requested your account records.
To receive a copy of your account records, you may submit a subpoena to DISH Network. Please address it to Subpoena Requests at PO Box 6655, Englewood, CO XXXXX.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my conversation with the DISH rep on July 21, 2015, there was a discussion that an early termination fee would be waived based on the fact that the new residence I was moving to is in a contractual agreement with a local service provider and does not extend cable and internet service to other service providers .
In regards to DISH's service agreement, Section 6 paragraph D states "In the event that your Services are cancelled or disconnected for any reason, then you still must pay all unbilled and outstanding billed balances.."
However, in Section 6 paragraph B it states "..Although you may cancel your Services at any time by notifying us at the telephone number set forth in Section 1, you may be subject to certain prices, fees and/or charges (including, without limitation, an Early Termination Fee) and you will continue to have obligations with respect to the return of Equipment and certain other obligations as set forth in this Agreement and your applicable Promotion Agreement(s)..."
In Section 6 Paragraph D it explicitly states that if services are cancelled "for any reason" the customer is obligated to pay all unbilled outstanding and billed balances which are separate from an early termination fee.
However, Section 6 Paragraph B does not explicitly state "for any reason". Instead it states that the customer "may be subject to to certain prices, fees and/or charges.." and therefore leaves room for interpretation. In other words, if the customer provides a valid reason for terminating services ( i.e death), the customer should not be subject to an early termination fee. Furthermore, DISH does not explicitly state what reasons are or are not valid and therefore again leaves room for interpretation by either party.
I, however, contend that I have a valid reason. As I stated in my original complaint, the apartment complex where I moved to already has a contractual agreement with a local cable company and does not allow for other service providers to transfer their services to the complex. I've attached an email from property management that verifies this.
Final Business Response /* (4000, 9, 2015/10/08) */
October 7, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 7, 2015, we received your rebuttal, dated October 6, 2015, filed with the Revdex.com.
You disputed our response and referred to the DISH Network Residential Agreement.
When we spoke today, I advised you that I emailed you a copy of your signed Digital Home Advantage (DHA) agreement to [redacted]@juno.com. You said you will review the document at your convenience.
Because your service was disconnected prior to the promotional fulfillment date, you were billed $160.00 for the early termination fee. An exception was previously made and half of the fee was removed, leaving a balance due of $71.63.
Although the early termination fee is valid, in the interest of resolving this matter, I removed the balance from your account.
As of October 7, 2015, your DISH Network account is at a zero balance.
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]
July 8, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 1, 2016, filed with the Revdex.com. You expressed further concern with the check payments that you attempted to make on June 21 and 22, 2016. You also stated that you are receiving another service interruption message on your television screen. As previously advised, the check payments that you attempted to make for the balance of $76.09 on June 21 and 22, 2016, were declined. We are unable to confirm the reason your check payments were declined. Please contact your bank for additional information. Additionally, you are enrolled in our Flex 24 promotion, which is a pay-in-advance promotion. Your payment is required to be received on or before your monthly due date (21st of each month). As a courtesy, DISH Network will notify you of the required payment to avoid service interruption. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
Complaint: [redacted]
I am rejecting this response because: Did the business even read the complaint? The reply from the business appear completely irrelevant to the complaint. Yes, some one from Dish did call me during my work hours a few times. But I called atleast 5-6 times and left messages to schedule a time so that we can talk. No one ever answered back to that. The calls were made just for formality. My complaint is not about the two year contract I signed. Below is the conversation between me and the Dish customer care rep.[redacted]: Iam interested in the hindi mega pack. I currently have the hindi elite pack. [redacted] (ID: [redacted]): Hi [redacted]. [redacted] (ID: [redacted]): Thank you for chatting us about adding the package. [redacted] (ID: [redacted]): We'd love to process it for you [redacted] (ID: [redacted]): To better assist you with, can I have the phone number on file so that we could pull up your account? [redacted]: I see that hindi mega pack goes back to 55 dollars after 12 months [redacted] (ID: [redacted]): Let me check. [redacted]: If you can offer 24 for 24 monthsi would like that [redacted]: [redacted]5 [redacted] (ID: [redacted]): That offer is for new customer, [redacted]. [redacted] (ID: [redacted]): What we have is half the price of the package for 6 months. [redacted] (ID: [redacted]): For security purposes, would you please verify the 4 digit Security Code on the account? [redacted] (ID: [redacted]): Code reminder is "shunya". [redacted]: Not on chat [redacted]: 0000 [redacted] (ID: [redacted]): Thank you. [redacted] (ID: [redacted]): Like all customers, you received a new customer offer at the time of activation; while the specifics of the offers may change, the value of the offer stays relatively consistent. [redacted]: Alright [redacted] (ID: [redacted]): Would you like to add HINDI MEGA half the price? [redacted]: Definetly dont want to pay 55 per month [redacted] (ID: [redacted]): It would be half the price, [redacted]. [redacted]: For how long [redacted] (ID: [redacted]): It is good for 6 months. [redacted] (ID: [redacted]): After 6 months, you can contact us back and check if the promotion is still available to be added for the next 6 months. [redacted]: I have a yr contract with you [redacted] (ID: [redacted]): DISH provides existing customers with extra benefits every month with DISH Perks. [redacted] (ID: [redacted]): It will not affect the contract. [redacted]: I never received any [redacted] (ID: [redacted]): I would like to tell you about DISH Perks. It is an exclusive program that provides DISH customers a lot of extras at no additional cost. You can visit www.mydish.com/perks to see a lineup of the latest freebies. Many perks are available for your benefit. [redacted] (ID: [redacted]): The half the price is one of the perks you are qualified to have/. [redacted]: But then you start charging if I dont remove the freebie [redacted] (ID: [redacted]): Instead we have it to you at the full amount, we can give it to you 50% off. [redacted]: I have to spend hours on phone [redacted] (ID: [redacted]): So, you can contact us before the promotion end or on the 5th month. [redacted] (ID: [redacted]): You can contact us via chat to check. [redacted]: Look [redacted] (ID: [redacted]): I apologize for having issues reaching customer service department via phone. [redacted]: If you can give mega pack for my remaining contract I will upgrade or else I have to any ways pay another 10 dollars to other providers to get those extra channels [redacted] (ID: [redacted]): I can add Mega pack on the account, half the price [redacted]. [redacted] (ID: [redacted]): It is good for 6 months and that is the remaining months on your contract as well. [redacted]: For the remaining period of my contract? [redacted] (ID: [redacted]): Yes, as I have checked, you have been with us for 1 year and 6 months. [redacted]: What happens after 6 months? You automatically start billing me 55? [redacted] (ID: [redacted]): Yes, [redacted]. But you can contact us before it ends so that we can check if the promotion to add it for another 6 months half the price is still available. [redacted]: For 6months half? How much is that including taxes [redacted] (ID: [redacted]): Yes. [redacted] (ID: [redacted]): If we change to Mega Pack, your monthly bill will be $86.99 beofre tax. [redacted]: Its 55 now [redacted] (ID: [redacted]): Let me check. [redacted]: I guess you would removethe current elite pack [redacted] (ID: [redacted]): Yes, that is correct. [redacted]: My billshould only increase by 10 [redacted] (ID: [redacted]): Let me double check. [redacted]: Half of55 is 27.5 [redacted] (ID: [redacted]): Ohh yes, sorry. There is a credit of $22 on the account. [redacted] (ID: [redacted]): So it would be for $64.99 [redacted]: Ok [redacted] (ID: [redacted]): Would you like to add it now? [redacted]: So what day I will have to call back after 6 months [redacted] (ID: [redacted]): It would be on the 30th or 31st. [redacted]: Of? [redacted] (ID: [redacted]): 30th of June. [redacted] (ID: [redacted]): I mean MAY sorry [redacted] (ID: [redacted]): MAY 31st or 30th is the best timing. [redacted]: I will also need a confirmation email of this 65 dollar price gaurentee [redacted] (ID: [redacted]): You will be notified whatever changes happens on the account. [redacted]: When [redacted] (ID: [redacted]): Within 30 mins after the changes. [redacted]: Can you send it right away. In the past I had bad experience [redacted] (ID: [redacted]): It is system generated, [redacted]. [redacted] (ID: [redacted]): You can copy paste our conversation if you like., [redacted]: Atleast send me quote now [redacted] (ID: [redacted]): There is a $5.00 Programming Change fee per service charged any time you change services within 30 days of adding them.With the changes made today, your new monthly rate will be $64.99. Your bill that will be created on 01/01 will be slightly HIGHER as prorated CHARGES/CREDITS will apply on that statement in addition to the new monthly rate. [redacted]: What is this 5 dollar charge [redacted] (ID: [redacted]): It will only apply, if you remove the package within 30 days of adding it. [redacted]: Have you made the changes? [redacted] (ID: [redacted]): Yes, [redacted]. [redacted] (ID: [redacted]): It will take effect within 15 minutes. [redacted]: What re the c [redacted]: New channel numbers [redacted] (ID: [redacted]): Let me check. [redacted]: Is there a refernce number to this transaction.? [redacted] (ID: [redacted]): No, [redacted]. [redacted] (ID: [redacted]): Copy paste the conversation for your convinience. [redacted] (ID: [redacted]): Still checking for channels. [redacted] (ID: [redacted]): https://www.mydish.com/hindi After this, I have never received a 65$ Bill. Dish has charged me sometimes 75, sometimes $92.I had to call almost every month to ask the dish customer care rep to not over charge me. Several hours on phone.
Sincerely,
[redacted]
February 8, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 4, 2016, we received your complaint, dated February 3, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 4, 5 and 8, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You expressed concern regarding being charged for a Service Plan for equipment you do not own. You asked that we provide the Service Plan at no cost. Because you lease your equipment from us, we will always replace it at no cost if it is found to be defective. However, if leased equipment needs to be shipped to a customer, there is a shipping fee of $15.00. Also our installations and technician visits carry a 60-day warranty. If a technician is needed outside of the warranty period, there is a fee of $95.00. When a customer subscribes to our Service Plan, they receive free shipping and the cost of a technician visit is reduced to $10.00. We are unable to provide the Service Plan to you at no cost. 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
January 23, 2017 Mr. and Mrs. [redacted] and [redacted]
[redacted] [redacted]
...
[redacted] Dear Mr. and Mrs. [redacted] On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 17, 18 and 23, 2017, and I left three messages. I also emailed you at [redacted] with a request to contact me. You expressed concern that you are experiencing technical issues between your Hopper 3 and your external hard drive, and it has not been corrected. You requested more than $5.00 a month in compensation. Our records reveal that our engineers are currently working on this issue. A software update to resolve this issue is scheduled to be released sometime in February 2017. Although the $5.00 credit that you were provided for three months expired on your January 8, 2017, billing statement, you were provided with a one-time credit of $10.00 for the month of January 2017, and this credit will be reflected on your February 8, 2017, billing statement. No further compensation is due. 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 (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
They worked with me and I'm grateful for their quickness to resolve my complaint.
Sincerely,
[redacted]
October 26, 2016 Dear Ms. [redacted]: On October 17, 2016, we received your complaint, dated October 13, 2016, filed with the Better Business...
Bureau. You indicated that DISH Network collected $220.00 from your brother’s credit card account for the early termination fee. You requested that the $220.00 be refunded to your brother’s account. When we spoke, I informed you that your agreement states that DISH Network is authorized to collect fees from the credit card account used to qualify for the service. I made an exception and issued a refund of $220.00 to the credit card account ending in [redacted]. Please allow seven to ten business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Although Mr. [redacted] response makes no sense - I received a check on January 13th. So I will consider this matter settled.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
April 6, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. Beard: On March 31, 2017, we received your complaint, dated March 30, 2017, filed with the Revdex.com. You said that you were unable to make your payment on time and you contacted our customer service. You said that an agent told you to remove eAutoPay and add it back on a later date, which you did. However, you said that your rate doubled as you lost your promotional credits. You ask that we provide you with a refund or release you from your contract. When we spoke, I informed you that you removed eAutoPay from your account on October 24, 2016, and you never reinstated it. I told you that your rate didn’t double, but it did increase by $10.00 as that is the discount you receive for having eAutoPay. You ended the call. I am unable to waive your early termination fee due to this complaint. However, I’m willing to reinstate your promotional credit provided that you restart your account with eAutoPay. If you would like to accept my offer, please contact me directly. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
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