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.
Initial Business Response /* (1000, 9, 2015/05/15) */
May 8, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on May 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding not receiving a box to return your equipment. You said that you will pay the bill, minus a storage fee, once you receive the box.
Our records reflect that UPS delivered your box on April 30, 2015. Your current balance is $114.73 and we don't recognize any storage fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received. Our records indicate that Mr. [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed. Please note that Mr. [redacted] provided you with a free equipment upgrade when you disputed the $200.00 upgrade fee. Our technician attempted to contact you when there was no answer at the door. Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs. As such, they will attempt to make contact but they’re unable to await a call back. On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so. As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address. You spoke with Mr. [redacted] and he was able to have the technician return later in the day. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 22, 2017 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You said that when you established your service, you were supposed to receive a free Echo Dot. You indicated that you were told by an agent that the technician would bring the equipment at the time of installation, and that you were promised that the Echo Dot would arrive by mail. You expressed dissatisfaction with your customer service experience. When we spoke on December 21, 2017, I informed you that we have no record that the Echo Dot promotional code was attached to your order. I offered to apply a one-month credit to your account in the amount of $96.64 so that you may purchase the Echo Dot yourself. You accepted this resolution. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. This matter will be investigated internally. I apologize for any inconvenience you may have experienced. 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]
May 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You said that you have experienced signal loss due to inclement weather. You requested that we release you from your contract. When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elements. Once the inclement weather has passed, the signal should return. I advised you that we consider your contract to be valid. However, in the interest of customer service, I’m willing to reduce your early termination fee from $460.00 to $99.00. You agreed to my resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that due to a financial hardship your DISH Network account was recently disconnected. You were...
informed that you would be charged an early termination fee. Your attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balance. You would like this matter resolved. In our email correspondence today, I offered to place your account on DISH Pause for nine months. Additionally, we arranged payment of the past-due account balance for the end of the month. 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 ###-###-####
November 10, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear [redacted]: On November 8, 2017, we received your complaint, dated November 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with the picture quality and maintain you were told that you had a three-day trial period within which to cancel your service. You disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I informed you that I reviewed your sales call from November 4, 2017. I found that [redacted] was provided with full disclosure for the Flex24 promotion and there was no mention of a trial period. Nevertheless, I waived your early termination fee. The balance due for service rendered and the return check fee is $24.73. You accepted this resolution. To avoid an unreturned equipment fee from applying to your account, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that you never agreed to the 24-month commitment. When we spoke, I informed you that a review of your calls to us revealed that you were made aware of, and agreed to, a new 24-month commitment in order to take part in our Renewal Promotion. You accepted our terms of service through your myDISH.com account on January 26, 2017. Our records also show that we received two technical assistance calls in January 2018. During your first call on January 22, 2018, our records indicate that your issue was resolved during over-the-phone troubleshooting, but you declined to take any troubleshooting steps during your January 26, 2018, call. The agents with whom you spoke offered to send a technician or troubleshoot your issue, but you declined and disconnected your DISH Network account. As we were not given adequate opportunity to resolve any technical issues you may have experienced, and as you agreed to a new 24-month commitment, we are unable to waive your $120.00 early termination fee. 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 SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri(720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. There was no written concern listed on your correspondence or attachments for review. When we spoke today, you disputed the early termination fee. You said that you ordered a bundle service for TV and interment. However, the internet service was not installed, so you decided to cancel the TV service. I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments. Because you chose to cancel the services, you were billed $240.00 and $480.00 for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively. Our records reveal that the early termination fee for the internet service was removed from your account on December 14, 2017. I made an exception and removed the DHA TV early termination fee as well. When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every month. The payment of $520.87 was collected on December 29, 2017. We received a payment dispute from your bank on January 8, 2018, and the funds were returned. However, on January 15, 2018, your bank returned the funds to DISH Network. As a result, I submitted a refund of $505.60. Please allow five business days for processing. This is for the DHA TV early termination fee and two $12.00 equipment return fees. Please note that the $15.27 is for service rendered. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (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]
[redacted]
[redacted] Dear Mrs. [redacted]: On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com. You indicated that you are experiencing technical issues and you do not agree with the $95.00 fee for a technician visit. You also disputed adding the $8.99 Protection Plan, which will reduce this fee to $10.00. In addition, you said that your service was disconnected without your authorization. Furthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance. Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted], the authorized user on your account. Our records reveal that the early termination fee was waived by Mr. [redacted] in our Executive Escalations Department. He also submitted a refund for $24.91 and requested that the account be removed from your credit file. When I spoke with Mr. [redacted] by telephone today, he confirmed that all issues have been resolved. 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]
December 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted]: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com. You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back. I contacted CFR and they advised me that your claim was closed. Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you. We appreciate your patience while we processed your claim. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You disputed the collection attempts. When we spoke today, I informed you that an exception was made and the balance of $328.59 was removed from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Dear Ms. [redacted]: On February 1, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You stated that DISH Network recently overcharged you for your service. You were offered a $50.00 monthly credit, but you did not receive the credit on your...
December 2015 and January 2016 bills. Your attempt to resolve the matter was unsuccessful and this led you to disconnect your service. You requested a refund for the overpayment. My attempts to reach you at ###-###-#### and ###-###-#### on February 4, 5 and 8, 2015, failed. However, I was able to leave a message and my contact information at ###-###-####. I did receive your voice mail messages in response, but you were unavailable when I called back. I also sent an email to you at [redacted] (copy enclosed), but I did not receive a response. After reviewing the call that took place offering you the $50.00 discount, I confirmed that the offer was for twelve months, and it ended on your November 2015 bill. There was no overpayment as a result of this offer. However, we do bill a month in advance. When you paid your bill on January 26, 2015, you paid for programming through February 2016. I have issued a refund for the $73.04 credit balance. 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 ###-###-####
October 18, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You indicated that you contacted us prior to disconnecting your service and you were told that you are not...
under any commitment. However, when you contacted us to disconnect, you were told there would be an early termination fee. Our records reveal that on July 15, 2015, you entered into a new 24-month agreement. I enclosed a copy of the DISH’n It Up agreement for your review. However, when you contacted us via email on October 10, 2016, the $200.00 early termination fee and two $10.00 box return fees were waived. Additionally, after we received a payment in the amount of $159.29, a refund was submitted. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
[redacted] Dear Ms. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this service. You expressed concern with the Move In-Deal installation. You also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitment. You stated you experienced technical issues and were unhappy with the service. In addition, you maintain that a technician damaged your floor. When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, 2016. We provided a one-tine $45.00 credit to your account, which covered the $5.00 monthly pause fee for nine months. Because there was a balance due for service rendered, this credit was applied toward the account balance. I enclosed a copy of your April 2016 bill showing this credit. When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $100.00 installation cost. As a courtesy, the agent applied a credit of $50.00 to your account. On August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different model. During this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitment. This call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualification. I enclosed a copy of your signed DIU agreement. You mentioned you were told you had 30 days to cancel the service. I explained that we do offer a trial period to cancel service without a penalty. Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, 2016. We have no record that you reported technical issues after this date. On September 13, 2016, per your request, the service was disconnected. During this call, you advised our agent that you went with another provider. Our agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered. When you called on September 26, 2016, you expressed concern with the balance due of $714.90. During this call our agent provided you with a $100 .00 credit for the Move In-Deal and a $7.00 tax credit, leaving a balance due of $607.90. A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $488.70 and you would pay the remaining balance due to DISH Network. We have no record that payments were made toward the balance. The billing is accurate and no credit is warranted. Please note that I requested that the collection agency cease contact. We have no record that you reported damage to your home prior to receiving this correspondence. I opened a damage claim (number [redacted]). Mr. [redacted] from the Corporate Field Resolutions Team will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I was signed up by a third party with dish, and they were my contact to schedule. The only time I called dish when we moved because that's what the third party told me to do. I contacted the third party to cancel, and for this reason I reject this "offer". Which is not an offer at all.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 14, 2015
Ms. Charlotte K. Quiter
413 Swenson Farms Blvd., #412
Pflugerville, TX 78660
Re: Revdex.com Complaint # 75264617
8255909684211540-3506129
Dear Ms. Quiter:
On September 4, 2015, we received your complaint, dated...
September 3, 2015, filed with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (512) 989-8389 on September 4, 9 and 10, 2015, were unsuccessful; however, I left two messages.
You mentioned the following concerns:
Additional receiver
Unreturned equipment fee
Stop payment fee
Refund
Equipment removal
Customer service
You expressed concern with the monthly receiver fee of $7.00 that was applied to your account. You stated that when you moved in January 2012, the installer only installed one receiver and he took the second receiver with him. The cost of the first receiver is included in your basic programming package. As a result, there is a monthly fee for each active receiver on your account beyond the first. Please be advised that DISH Network is unaware of the equipment being used on your account unless we are notified, and we must be notified in a timely manner of any billing dispute.
You disputed the unreturned equipment fee of $99.00 that was applied to your account for the second receiver and maintain that you were required to place a stop payment on your bank account to ensure that the fee was not debited from your account. The unreturned receiver fee of $99.00 was applied to your account on July 15, 2015, resulting in a balance due of $107.18. Our records show that this balance was removed from your account on August 26, 2015, leaving a zero balance.
You requested a refund for the monthly receiver fee ($280.00) and the stop payment fee ($35.00). I made an exception and submitted a refund check of $278.65 for the monthly receiver fee; however, we are unable to honor your request to reimburse the stop payment fee. Please allow five to seven business days to receive the refund check.
You would like for DISH Network to remove the satellite dish from your home. When you agreed to a free installation of the leased equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish; therefore, we will not send a technician to remove it.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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 (720) 514-7291.
Sincerely,
Ana Vigil
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
1020 Cherokee St.
Denver, CO 80204
David Laslo
Dear Ms. [redacted]:On January 4, 2016, we received your complaint, dated December 30, 2015, filed with the Revdex.com.You maintain that you were not provided the programming which you requested and that your bill was incorrect. You requested a credit and boxes to return your leased...
equipment.When we spoke, I advised you that a review of your account and recorded calls and chats revealed that you were not provided incorrect information. Our records indicate that you reported on July 14, 2014, that you were advised that you would receive BET with your package. A review of your sales chat revealed that specific channels were not discussed, but the agent with whom you spoke offered to apply a $10.00 monthly credit for ten months to your account and upgrade your package from the America’s Top 120 to the America’s Top 200. You accepted this offer and the credits were applied.You contacted us on October 5, 2014, and said that the previous agent advised you that you would receive the Centric channel and you stated that you were supposed to have Blockbuster @Home free for 12 months. Although we have no record of any offer such as you described, the agent made an exception and added the Blockbuster @Home and an additional monthly $10.00 credit for 12 months to your account.A review of your billing revealed that all offers for credit were honored but as we did not receive payment for service rendered, your account was disconnected due to nonpayment on December 31, 2015. As such, we are unable to provide further adjustments and we request that your balance be paid.Boxes were sent for your leased equipment and are scheduled to be delivered on January 6, 2016. Once the equipment is received and the unreturned equipment fees reversed, your remaining balance will consist of $320.99 for service rendered and a $140.00 early termination fee.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
Initial Business Response /* (1000, 5, 2015/11/05) */
November 3, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. Your pole-mounted dish installation was not completed. You were unable to receive a technician visit when needed and this led you to seek another service provider. Your account was not disconnected as you requested and you received a collection notice for $950.31. You requested that this balance be resolved and removed from collections.
When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment charges. I also waived the remaining programming balance. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[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.
Initial Business Response /* (1000, 9, 2015/05/15) */
May 8, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On May 5, 2015, we received your complaint, dated May 4, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on May 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You expressed concern regarding not receiving a box to return your equipment. You said that you will pay the bill, minus a storage fee, once you receive the box.
Our records reflect that UPS delivered your box on April 30, 2015. Your current balance is $114.73 and we don't recognize any storage fee.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[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]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
March 16, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On March 15, 2016, we received your complaint, dated March 11, 2016, filed with the Revdex.com. You expressed concern about the technician visit on March 11, 2016, and the level of customer service you received. Our records indicate that Mr. [redacted] in our Corporate Escalations Team contacted you shortly after your complaint was filed. Please note that Mr. [redacted] provided you with a free equipment upgrade when you disputed the $200.00 upgrade fee. Our technician attempted to contact you when there was no answer at the door. Please note that it is not the responsibility of the technician to leave a voicemail, as they are given a set schedule for their day and they’re unable to wait for call backs. As such, they will attempt to make contact but they’re unable to await a call back. On the day of your installation, our agents and supervisors attempted to reach our dispatch office but were not able to do so. As the technician assigned to your work order had other jobs that he had to complete, he was not able to immediately turn around and go back to you address. You spoke with Mr. [redacted] and he was able to have the technician return later in the day. While we sincerely regret any inconvenience this issue may have caused, we are unable to provide you with any compensation. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
December 22, 2017 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You said that when you established your service, you were supposed to receive a free Echo Dot. You indicated that you were told by an agent that the technician would bring the equipment at the time of installation, and that you were promised that the Echo Dot would arrive by mail. You expressed dissatisfaction with your customer service experience. When we spoke on December 21, 2017, I informed you that we have no record that the Echo Dot promotional code was attached to your order. I offered to apply a one-month credit to your account in the amount of $96.64 so that you may purchase the Echo Dot yourself. You accepted this resolution. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. This matter will be investigated internally. I apologize for any inconvenience you may have experienced. 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]
May 30, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com. You said that you have experienced signal loss due to inclement weather. You requested that we release you from your contract. When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elements. Once the inclement weather has passed, the signal should return. I advised you that we consider your contract to be valid. However, in the interest of customer service, I’m willing to reduce your early termination fee from $460.00 to $99.00. You agreed to my resolution. 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]
October 10, 2016 Dear Ms. [redacted]: On October 6, 2016, we received your complaint, dated October 5, 2016, filed with the Revdex.com. You stated that due to a financial hardship your DISH Network account was recently disconnected. You were...
informed that you would be charged an early termination fee. Your attempts to make payment arrangements have been unsuccessful and you continue to be contacted regarding the account balance. You would like this matter resolved. In our email correspondence today, I offered to place your account on DISH Pause for nine months. Additionally, we arranged payment of the past-due account balance for the end of the month. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
November 10, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear [redacted]: On November 8, 2017, we received your complaint, dated November 7, 2017, filed with the Revdex.com. You expressed dissatisfaction with the picture quality and maintain you were told that you had a three-day trial period within which to cancel your service. You disputed the early termination fee. I regret that the service was not to your satisfaction. When we spoke today, I informed you that I reviewed your sales call from November 4, 2017. I found that [redacted] was provided with full disclosure for the Flex24 promotion and there was no mention of a trial period. Nevertheless, I waived your early termination fee. The balance due for service rendered and the return check fee is $24.73. You accepted this resolution. To avoid an unreturned equipment fee from applying to your account, please return the leased equipment to DISH Network. A return box and label will be delivered to your address by [redacted]. 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]
Tell us why here...February 13, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 30, 2018, we received your complaint, dated January 29, 2018, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You said that you experienced technical issues and that you never agreed to the 24-month commitment. When we spoke, I informed you that a review of your calls to us revealed that you were made aware of, and agreed to, a new 24-month commitment in order to take part in our Renewal Promotion. You accepted our terms of service through your myDISH.com account on January 26, 2017. Our records also show that we received two technical assistance calls in January 2018. During your first call on January 22, 2018, our records indicate that your issue was resolved during over-the-phone troubleshooting, but you declined to take any troubleshooting steps during your January 26, 2018, call. The agents with whom you spoke offered to send a technician or troubleshoot your issue, but you declined and disconnected your DISH Network account. As we were not given adequate opportunity to resolve any technical issues you may have experienced, and as you agreed to a new 24-month commitment, we are unable to waive your $120.00 early termination fee. 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 SpecialistExecutive Escalations TeamDISH 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]
January 19, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 11, 2018, we received your correspondence, dated January 10, 2018, filed with the Revdex.com. There was no written concern listed on your correspondence or attachments for review. When we spoke today, you disputed the early termination fee. You said that you ordered a bundle service for TV and interment. However, the internet service was not installed, so you decided to cancel the TV service. I explained that while we offer a bundle billing option for TV and internet, these services carry separate 24-monht commitments. Because you chose to cancel the services, you were billed $240.00 and $480.00 for the dishNET internet and Digital Home Advantage (DHA) TV early termination fees, respectively. Our records reveal that the early termination fee for the internet service was removed from your account on December 14, 2017. I made an exception and removed the DHA TV early termination fee as well. When you enrolled in Credit Card AutoPay, you authorized DISH Network to collect the full balance due every month. The payment of $520.87 was collected on December 29, 2017. We received a payment dispute from your bank on January 8, 2018, and the funds were returned. However, on January 15, 2018, your bank returned the funds to DISH Network. As a result, I submitted a refund of $505.60. Please allow five business days for processing. This is for the DHA TV early termination fee and two $12.00 equipment return fees. Please note that the $15.27 is for service rendered. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at (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]
October 27, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Mrs. [redacted]: On October 12, 2017, we received your complaint, dated October 11, 2017, filed with the Revdex.com. You indicated that you are experiencing technical issues and you do not agree with the $95.00 fee for a technician visit. You also disputed adding the $8.99 Protection Plan, which will reduce this fee to $10.00. In addition, you said that your service was disconnected without your authorization. Furthermore, you disputed the early termination fee and that your account was sent to collections and you maintain that you have not received a response to your request for assistance. Our records reveal your service was disconnected on August 12, 2017, at the request of [redacted], the authorized user on your account. Our records reveal that the early termination fee was waived by Mr. [redacted] in our Executive Escalations Department. He also submitted a refund for $24.91 and requested that the account be removed from your credit file. When I spoke with Mr. [redacted] by telephone today, he confirmed that all issues have been resolved. 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]
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December 11, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted]: On December 8, 2017, we received your rebuttal, dated December 1, 2017, filed with the Revdex.com. You said that you left two messages for your case manager from our Corporate Field Resolutions (CFR) Team, but you had not heard back. I contacted CFR and they advised me that your claim was closed. Your case manager emailed me on December 5, 2017, to report that your receiver was being tested and a settlement offer had been made to you. We appreciate your patience while we processed your claim. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 10, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 6, 2016, filed with the Revdex.com. You disputed the collection attempts. When we spoke today, I informed you that an exception was made and the balance of $328.59 was removed from your account. This information will also be removed from your credit report. Please allow eight weeks for processing with the credit bureaus. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Dear Ms. [redacted]: On February 1, 2016, we received your correspondence, dated January 27, 2016, filed with the Revdex.com. You stated that DISH Network recently overcharged you for your service. You were offered a $50.00 monthly credit, but you did not receive the credit on your...
December 2015 and January 2016 bills. Your attempt to resolve the matter was unsuccessful and this led you to disconnect your service. You requested a refund for the overpayment. My attempts to reach you at ###-###-#### and ###-###-#### on February 4, 5 and 8, 2015, failed. However, I was able to leave a message and my contact information at ###-###-####. I did receive your voice mail messages in response, but you were unavailable when I called back. I also sent an email to you at [redacted] (copy enclosed), but I did not receive a response. After reviewing the call that took place offering you the $50.00 discount, I confirmed that the offer was for twelve months, and it ended on your November 2015 bill. There was no overpayment as a result of this offer. However, we do bill a month in advance. When you paid your bill on January 26, 2015, you paid for programming through February 2016. I have issued a refund for the $73.04 credit balance. 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 ###-###-####
October 18, 2016 Dear Mr. [redacted]: On October 10, 2016, we received your complaint, dated October 7, 2016, filed with the Revdex.com. You indicated that you contacted us prior to disconnecting your service and you were told that you are not...
under any commitment. However, when you contacted us to disconnect, you were told there would be an early termination fee. Our records reveal that on July 15, 2015, you entered into a new 24-month agreement. I enclosed a copy of the DISH’n It Up agreement for your review. However, when you contacted us via email on October 10, 2016, the $200.00 early termination fee and two $10.00 box return fees were waived. Additionally, after we received a payment in the amount of $159.29, a refund was submitted. When I spoke with you by telephone today, you confirmed that this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-#### Enclosure
March 13, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 9, 2018, we received your complaint, dated March 8, 2018, filed with the Revdex.com. You said you moved from Florida and placed your account on DISH Pause, and that you were told there was no charge for this service. You expressed concern with the Move In-Deal installation. You also indicated you were required to replace your existing DVR equipment, and you disputed the DISH’n It Up (DIU) term commitment. You stated you experienced technical issues and were unhappy with the service. In addition, you maintain that a technician damaged your floor. When we spoke today, I informed you that our records reveal your account was placed on DISH Pause for nine months starting March 27, 2016. We provided a one-tine $45.00 credit to your account, which covered the $5.00 monthly pause fee for nine months. Because there was a balance due for service rendered, this credit was applied toward the account balance. I enclosed a copy of your April 2016 bill showing this credit. When you called on August 11, 2016, a Move In-Deal was scheduled and our agent advised you of the $100.00 installation cost. As a courtesy, the agent applied a credit of $50.00 to your account. On August 12, 2018, the date of the installation, the technician stated that he replaced the DVR receiver with a different model. During this call, per your request, an additional receiver was added and you enrolled in the DIU equipment upgrade with a 24-month commitment. This call recording revealed that the agent provided you with full disclosure for the DIU promotion, and you authorized the credit card qualification. I enclosed a copy of your signed DIU agreement. You mentioned you were told you had 30 days to cancel the service. I explained that we do offer a trial period to cancel service without a penalty. Our records show that you reported loss of signal on August 22, 2016, and a free technician visit was scheduled for August 23, 2016. We have no record that you reported technical issues after this date. On September 13, 2016, per your request, the service was disconnected. During this call, you advised our agent that you went with another provider. Our agent advised you of the early termination fee, the equipment return fee, and the balance due for service rendered. When you called on September 26, 2016, you expressed concern with the balance due of $714.90. During this call our agent provided you with a $100 .00 credit for the Move In-Deal and a $7.00 tax credit, leaving a balance due of $607.90. A review of your call from October 2, 2016, revealed that you informed our agent that your new TV provider would pay the balance of $488.70 and you would pay the remaining balance due to DISH Network. We have no record that payments were made toward the balance. The billing is accurate and no credit is warranted. Please note that I requested that the collection agency cease contact. We have no record that you reported damage to your home prior to receiving this correspondence. I opened a damage claim (number [redacted]). Mr. [redacted] from the Corporate Field Resolutions Team will contact you directly. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-#### Enclosures (2) cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: I was signed up by a third party with dish, and they were my contact to schedule. The only time I called dish when we moved because that's what the third party told me to do. I contacted the third party to cancel, and for this reason I reject this "offer". Which is not an offer at all.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/22) */
September 14, 2015
Ms. Charlotte K. Quiter
413 Swenson Farms Blvd., #412
Pflugerville, TX 78660
Re: Revdex.com Complaint # 75264617
8255909684211540-3506129
Dear Ms. Quiter:
On September 4, 2015, we received your complaint, dated...
September 3, 2015, filed with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (512) 989-8389 on September 4, 9 and 10, 2015, were unsuccessful; however, I left two messages.
You mentioned the following concerns:
Additional receiver
Unreturned equipment fee
Stop payment fee
Refund
Equipment removal
Customer service
You expressed concern with the monthly receiver fee of $7.00 that was applied to your account. You stated that when you moved in January 2012, the installer only installed one receiver and he took the second receiver with him. The cost of the first receiver is included in your basic programming package. As a result, there is a monthly fee for each active receiver on your account beyond the first. Please be advised that DISH Network is unaware of the equipment being used on your account unless we are notified, and we must be notified in a timely manner of any billing dispute.
You disputed the unreturned equipment fee of $99.00 that was applied to your account for the second receiver and maintain that you were required to place a stop payment on your bank account to ensure that the fee was not debited from your account. The unreturned receiver fee of $99.00 was applied to your account on July 15, 2015, resulting in a balance due of $107.18. Our records show that this balance was removed from your account on August 26, 2015, leaving a zero balance.
You requested a refund for the monthly receiver fee ($280.00) and the stop payment fee ($35.00). I made an exception and submitted a refund check of $278.65 for the monthly receiver fee; however, we are unable to honor your request to reimburse the stop payment fee. Please allow five to seven business days to receive the refund check.
You would like for DISH Network to remove the satellite dish from your home. When you agreed to a free installation of the leased equipment, it did not include the removal of the equipment at the end of our business relationship. DISH Network only requires the return of the remotes and receivers and will provide UPS boxes for the return. We do not require the return of the satellite dish; therefore, we will not send a technician to remove it.
You expressed dissatisfaction with our Customer Service Department while you were attempting to resolve your concerns. We appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel.
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 (720) 514-7291.
Sincerely,
Ana Vigil
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
1020 Cherokee St.
Denver, CO 80204
David Laslo
Dear Ms. [redacted]:On January 4, 2016, we received your complaint, dated December 30, 2015, filed with the Revdex.com.You maintain that you were not provided the programming which you requested and that your bill was incorrect. You requested a credit and boxes to return your leased...
equipment.When we spoke, I advised you that a review of your account and recorded calls and chats revealed that you were not provided incorrect information. Our records indicate that you reported on July 14, 2014, that you were advised that you would receive BET with your package. A review of your sales chat revealed that specific channels were not discussed, but the agent with whom you spoke offered to apply a $10.00 monthly credit for ten months to your account and upgrade your package from the America’s Top 120 to the America’s Top 200. You accepted this offer and the credits were applied.You contacted us on October 5, 2014, and said that the previous agent advised you that you would receive the Centric channel and you stated that you were supposed to have Blockbuster @Home free for 12 months. Although we have no record of any offer such as you described, the agent made an exception and added the Blockbuster @Home and an additional monthly $10.00 credit for 12 months to your account.A review of your billing revealed that all offers for credit were honored but as we did not receive payment for service rendered, your account was disconnected due to nonpayment on December 31, 2015. As such, we are unable to provide further adjustments and we request that your balance be paid.Boxes were sent for your leased equipment and are scheduled to be delivered on January 6, 2016. Once the equipment is received and the unreturned equipment fees reversed, your remaining balance will consist of $320.99 for service rendered and a $140.00 early termination fee.If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri###-###-####
Initial Business Response /* (1000, 5, 2015/11/05) */
November 3, 2015
Ms. [redacted]
[redacted]
[redacted], ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 30, 2015, we received your correspondence, dated October 29, 2015,...
filed with the Revdex.com.
You stated that you experienced signal loss with your DISH Network service. Your pole-mounted dish installation was not completed. You were unable to receive a technician visit when needed and this led you to seek another service provider. Your account was not disconnected as you requested and you received a collection notice for $950.31. You requested that this balance be resolved and removed from collections.
When we spoke today, I agreed to waive your early termination fees and remove the unreturned equipment charges. I also waived the remaining programming balance. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]