September 22, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice...
messages. You said you received a call from TV Latino and you were offered discounted programming at $41.00 per month with a receiver upgrade. You indicated that you mailed a money order to that company in the amount of $135.00. You expressed concern with the higher monthly billing amount and you disputed the early termination fee. DISH Network does not offer a promotion with benefits matching those described. The individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network. This means that the $135.00 payment you mailed was not collected by DISH Network or any of our representatives. If you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report. 2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised. 3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit file. On September 13, 2016, the early termination fee was waived on your account. You may cancel your service at any time without a penalty. 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 ###-###-####
February 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 11, 2017, filed with the Revdex.com. You expressed concern about the level of customer service you received and issues with your recent technician visit. When we spoke, I advised you that I forwarded your complaint to the appropriate department for internal review. While we sincerely regret any inconvenience this issue may have caused, as I explained, we are unable to waive your early termination fee for this issue. DISH Network strives to provide excellent customer service and we regret that your issue was not handled in an efficient manner. As I informed you, I applied a one-time $50.00 courtesy credit to your account and I requested that you contact us should you encounter any future technical issues. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
July 22, 2016 Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern about the level of customer service you received. I attempted to reach you at [redacted]...
[redacted] on July 20, 21 and 22, 2016. Unfortunately, we were unable to speak directly. As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, 2016. I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced. He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver. As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit. As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, 2016. However, the agent also stated to you that she could not guarantee that the appointment would be moved. She advised you that if we were able to move your appointment forward to the 11th, you would be contacted. As we were not able to reschedule your appointment for July 11th, you received no follow-up call. As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $51.55 was applied to your account. We sincerely regret that the service you received did not meet your expectations. Your feedback will be used to improve our agents’ interactions with our customers. 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
March 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You said you experienced technical issues for eight or nine months so you decided to disconnect your account and you requested that your early termination fee be waived. When we spoke I explained that I reviewed your account and I found that we sent a technician to your home twice to address technical issues. A technician was sent to your home on March 13, 2015, and a cable was replaced. A second technician was sent to your home on December 14, 2015, and he replaced your receiver. Our records don’t reflect that you contacted us regarding technical issues between March and December 2015. Additionally, after your receiver was replaced, we didn’t receive any calls regarding technical issues. Although we consider your balance of $248.05 to be accurate, I offered you a credit of $124.00 in the interest of customer service. You said that you would consider my offer and call me back. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 12, 2016, filed with the Revdex.com. You expressed concern with the payments that were applied to your checking account. You do not agree with our refund processing time and you would like to be reimbursed for any bank fees that you incurred. Our records show that two $67.63 payments were processed on July 6, 2016. I apologize for the system error. A refund of $67.63 for one of the payments was submitted on July 8, 2016. Although the normal refund processing time is 19 days, the refund was applied to your checking account on July 15, 2016. Please allow two to three business days for your bank to process the payment. When I spoke with you by phone on July 15, 2016, you agreed to contact me directly to inform me of the total amount that you incurred in bank fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
February 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 22, 2017, we received your complaint, dated February 22, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fee of $99.00 and the monthly Joey receiver fee of $7.00 that were applied to your account. You maintain that a Joey receiver was not installed and you only had one television connected. You also disputed the monthly Protection Plan fee that was applied to your account. You requested a refund. Your service was activated on February 4, 2014. Our records indicate that a Hopper and Joey receiver were installed to connect two televisions. While the Hopper receiver was included in the cost of your programming package, a $7.00 monthly fee was applied for the Joey receiver. Your promotion included the Protection Plan free for the first four months of service. Since the service was not removed at the end of the free trial, you began to be billed the then current rate of $7.00 ($8.00 as of June 2015) a month. We are unable to provide a refund for these past charges. Your service was canceled on December 26, 2016. Since your account listed a leased Hopper and Joey receiver, this equipment was required to be returned. Since only a Hopper was returned, a fee of $99.00 was applied to your account for the unreturned Joey. On December 23, 2016, a courtesy credit of $50.00 was applied to your account for the Joey receiver. A payment of $48.62 was applied to your credit card account on February 11, 2017, through AutoPay for the remaining balance due on your account. When I spoke with you by phone on February 23, 2017, I advised you that I reversed the unreturned equipment fee and removed the Joey receiver from your account. I also made an exception and applied a partial credit of $126.00 for the monthly Joey receiver fee. I submitted a total refund of $245.54 to your credit card account. Please allow three to five business days for processing. I apologize for 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] Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] and ([redacted] on February 19, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me. I received an email from you requesting to respond via email. This correspondence stands as my written response. You maintain that you did not want equipment shipped until after you returned from vacation after Christmas. You mentioned that the boxes shipped to a military address and they were returned. You requested that the unreturned equipment fees be removed from your account. A review of the call on December 19, 2017, reveals that the agent advised you the system will automatically generate return boxes. You then provided her with your work address ([redacted]). We received the equipment on January 24, 2018, and the unreturned equipment fees were reversed on that day. There is no balance due. A billing statement with the unreturned equipment fees did not generate until after the equipment was returned (copy enclosed). However, please note that your online account would show this recent activity. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Better...
Business Bureau.
You said that when you ordered our service you confirmed that your contract was for one year and not two years. You would like the one-year contract honored.
When we spoke by phone, I informed you that we reviewed your sales call and found that at 16:54 in the call you were advised of the 24-month commitment and early termination fee. I advised you that although we consider the contract to be valid, I will reduce your early termination fee to $99.00 if you decide to cancel after your first year of service. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
May 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
My attempts to reach you by phone on May 27, 28 and 29, 2015, have been unsuccessful; however, I left a voice message on each attempt.
You expressed concern regarding paying more for your package than a new customer would. You asked that your rate be discounted.
You were provided with a one-year discount as advertised. You were advised that after your first year you would be subject to our normal rates. The advertisement you provided reflects new customer offers which are not available for existing customers. Your request is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 12, 2015/09/25) */
September 17, 2015
Ms. [redacted]
XXXXX [redacted] Mngo Valley, CA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 16,...
2015, filed with the Revdex.com.
You stated that the dishNET satellite internet service is not meeting your expectations. You are not receiving the speed and capacity that you understood that you would receive. You requested that the service be disconnected without penalty.
When we spoke today, I agreed to waive your internet early termination fee as a courtesy and scheduled your service disconnection for October 17, 2015.
Our records indicate that the service was provided as promised at the time of purchase.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
May 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com. You expressed concern regarding a technical issue you experienced with your DVR. You said that you disconnected your service because of it. You requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid. When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination fee. You informed me that you are satisfied with the resolution and I provided you with your final account balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business...
Bureau.
You said that you experienced technical issues with your internet service. You requested a refund and the disconnection of your internet account.
I attempted to reach you at (XXX) XXX-XXXX on August 19, 20 and 21, 2015, and I left three messages.
In my last message, I advised you that I was unable to locate your internet account with the information provided. Our records show a TV account at the address on your complaint, but no internet service.
I requested that you contact me with more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 17, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on November 15, 16 and 17, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the debit of $400.00 that was applied to your credit card account. You indicated that you only authorized your credit card account to be used for payments on your sister’s DISH Network account. You requested a refund. Your credit card account was provided as the qualifying credit card on your sister’s DISH Network account. As a result, the card will be automatically debited for any promotional fees including the early termination, unreturned equipment and/or shipping fees. A review of the sales call found that you agreed to be listed as a joint account holder. You were told that as a joint account holder, you would be charged for any early termination fees or any unreturned equipment fees in the event the account holder would not be able to fulfill the contractual agreement. Nevertheless, I made an exception and removed the early termination fee and submitted a refund of $400.00 to your credit card account. Please allow three to five business days for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
December 6, 2016 Mr. [redacted], ** [redacted] Re: Mr. [redacted] File No. 11840140 Issue Number: 3565771 Dear Sir or Madam: On December 6, 2016, we received your rebuttal, dated December 5, 2016, regarding Mr. [redacted]. Mr. [redacted] indicated that the number to which I referred in my previous response is an incorrect contact number. He said he is being contacted at [redacted]. He requested no response. Based on our investigation, DISH Network has determined that we have not placed calls to telephone numbers [redacted] or [redacted]. These telephone numbers have both been placed on our internal Do Not Contact list. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
Initial Business Response /* (1000, 12, 2015/06/01) */
May 27, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You maintain that the signature on your contract was forged. You requested that your account balance be adjusted off and that the leased equipment be removed from your home.
When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping fees. I also informed you that a $95.00 charge would apply for us to send a technician to remove your equipment.
Once the leased equipment is returned, your account balance will be $224.91.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request to Scott Diaz from Dish was the following:
1. Equipment will be sent back at their expense
2. They are to remove at their expense the dish
3. That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur.
4. I want in writing that this will indeed occur, and I will pay what I owe.
I offered to forward the agreement that was not signed by me, he did not want it.
Final Consumer Response /* (4200, 18, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for removing the dish. It is their responsibility. They are very arrogant when they are the ones to put someones signature on an agreement that is not binding to me. The receivers are going back this week, I want a written agreement that they will remove the dish at their expense. Once I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $224
Final Business Response /* (4000, 20, 2015/06/16) */
June 15, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com.
You said that you will make your final payment once we remove your satellite dish at no cost.
Your request to have the fee for removing your satellite dish waived is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the removal of your local NBC station. Please be advised that our programming packages can be changed at any time. We do not guarantee any channels. Your local NBC station was restored on January 10, 2016, when an agreement was reached with the channel provider. 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] Dear Mr. [redacted]: On January 26, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 31, 2017, and on February 8 and 14, 2017, but there was only an option to leave one message. You expressed concern that your damage claim for a TV was denied and that your DISH Network account has been flagged. You requested that your TV be replaced, and to be released from the 24-month commitment. However, because the damage claim was denied, I am unable to re-open the claim. I offered to release you from the 24-month commitment. Please contact me to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted] Dear Ms. [redacted]: On January 22, 2018, we received your complaint, dated January 19, 2018, filed with the Revdex.com. You expressed concern about your recent calls to DISH Network. You indicated that the agents with whom you spoke would not answer your questions about the removal of a satellite dish on your property without you verifying your PIN. As I advised you in my response to your email, I reviewed your calls to us and will ensure that your concerns are addressed internally. You said that you had the dish removed from your roof by an antenna company. We sincerely regret how this issue was handled by our agents, and we appreciate your feedback concerning your experience. 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]
September 22, 2016 Dear Mr. [redacted]: On September 15, 2016, we received your correspondence, dated September 13, 2016, filed with the Revdex.com. I attempted to reach you at ###-###-#### on September 20, 21 and 22, 2016. I left three voice...
messages. You said you received a call from TV Latino and you were offered discounted programming at $41.00 per month with a receiver upgrade. You indicated that you mailed a money order to that company in the amount of $135.00. You expressed concern with the higher monthly billing amount and you disputed the early termination fee. DISH Network does not offer a promotion with benefits matching those described. The individual who contacted you was not a DISH Network representative and is in no way affiliated with DISH Network. This means that the $135.00 payment you mailed was not collected by DISH Network or any of our representatives. If you have not done so already, we recommend you take the following steps: 1) Contact your local law enforcement and file a police report. 2) If you provided any credit card or banking information to the perpetrator, you should contact your bank and notify them that your information has been compromised. 3) If you provided your Social Security Number to the perpetrator, you should contact the three major credit bureaus--Equifax ###-###-####, Experian ###-###-####, and TransUnion ###-###-####--to place a fraud alert on your credit file. On September 13, 2016, the early termination fee was waived on your account. You may cancel your service at any time without a penalty. 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 ###-###-####
February 14, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 13, 2017, we received your complaint, dated February 11, 2017, filed with the Revdex.com. You expressed concern about the level of customer service you received and issues with your recent technician visit. When we spoke, I advised you that I forwarded your complaint to the appropriate department for internal review. While we sincerely regret any inconvenience this issue may have caused, as I explained, we are unable to waive your early termination fee for this issue. DISH Network strives to provide excellent customer service and we regret that your issue was not handled in an efficient manner. As I informed you, I applied a one-time $50.00 courtesy credit to your account and I requested that you contact us should you encounter any future technical issues. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: [redacted]
[redacted]
[redacted]
[redacted]
July 22, 2016 Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern about the level of customer service you received. I attempted to reach you at [redacted]...
[redacted] on July 20, 21 and 22, 2016. Unfortunately, we were unable to speak directly. As I advised you in my last voicemail, I reviewed your calls from July 10, 2016, to July 13, 2016. I found that the initial technical support agent you spoke with advised you that your receiver needed to be replaced. He provided you with the correct procedure, which is: DISH Network will ship you a replacement receiver with instructions on activating it and you ship back the faulty receiver. As you declined to plug the replacement receiver in yourself and requested a technician, you were provided with the available days and times for a technician visit. As you indicated that the times that were provided would not work for you, the agent advised you that they would schedule you for a technician visit on Wednesday, July 13, 2016, but they would request that your appointment be moved forward to July 11, 2016. However, the agent also stated to you that she could not guarantee that the appointment would be moved. She advised you that if we were able to move your appointment forward to the 11th, you would be contacted. As we were not able to reschedule your appointment for July 11th, you received no follow-up call. As you indicated that you did not receive service while the receiver was shipped to you, a time-without-service credit of $51.55 was applied to your account. We sincerely regret that the service you received did not meet your expectations. Your feedback will be used to improve our agents’ interactions with our customers. 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
March 4, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 3, 2016, we received your complaint, dated March 2, 2016, filed with the Revdex.com. You said you experienced technical issues for eight or nine months so you decided to disconnect your account and you requested that your early termination fee be waived. When we spoke I explained that I reviewed your account and I found that we sent a technician to your home twice to address technical issues. A technician was sent to your home on March 13, 2015, and a cable was replaced. A second technician was sent to your home on December 14, 2015, and he replaced your receiver. Our records don’t reflect that you contacted us regarding technical issues between March and December 2015. Additionally, after your receiver was replaced, we didn’t receive any calls regarding technical issues. Although we consider your balance of $248.05 to be accurate, I offered you a credit of $124.00 in the interest of customer service. You said that you would consider my offer and call me back. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
July 19, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 12, 2016, we received your complaint, dated July 12, 2016, filed with the Revdex.com. You expressed concern with the payments that were applied to your checking account. You do not agree with our refund processing time and you would like to be reimbursed for any bank fees that you incurred. Our records show that two $67.63 payments were processed on July 6, 2016. I apologize for the system error. A refund of $67.63 for one of the payments was submitted on July 8, 2016. Although the normal refund processing time is 19 days, the refund was applied to your checking account on July 15, 2016. Please allow two to three business days for your bank to process the payment. When I spoke with you by phone on July 15, 2016, you agreed to contact me directly to inform me of the total amount that you incurred in bank fees. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted]
February 24, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On February 22, 2017, we received your complaint, dated February 22, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fee of $99.00 and the monthly Joey receiver fee of $7.00 that were applied to your account. You maintain that a Joey receiver was not installed and you only had one television connected. You also disputed the monthly Protection Plan fee that was applied to your account. You requested a refund. Your service was activated on February 4, 2014. Our records indicate that a Hopper and Joey receiver were installed to connect two televisions. While the Hopper receiver was included in the cost of your programming package, a $7.00 monthly fee was applied for the Joey receiver. Your promotion included the Protection Plan free for the first four months of service. Since the service was not removed at the end of the free trial, you began to be billed the then current rate of $7.00 ($8.00 as of June 2015) a month. We are unable to provide a refund for these past charges. Your service was canceled on December 26, 2016. Since your account listed a leased Hopper and Joey receiver, this equipment was required to be returned. Since only a Hopper was returned, a fee of $99.00 was applied to your account for the unreturned Joey. On December 23, 2016, a courtesy credit of $50.00 was applied to your account for the Joey receiver. A payment of $48.62 was applied to your credit card account on February 11, 2017, through AutoPay for the remaining balance due on your account. When I spoke with you by phone on February 23, 2017, I advised you that I reversed the unreturned equipment fee and removed the Joey receiver from your account. I also made an exception and applied a partial credit of $126.00 for the monthly Joey receiver fee. I submitted a total refund of $245.54 to your credit card account. Please allow three to five business days for processing. I apologize for 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] Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: it is unacceptable.
Sincerely,
[redacted]
February 19, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com. I unsuccessfully attempted to contact you at ([redacted] and ([redacted] on February 19, 2018, and I left three messages. I also sent an email to [redacted] with a request to contact me. I received an email from you requesting to respond via email. This correspondence stands as my written response. You maintain that you did not want equipment shipped until after you returned from vacation after Christmas. You mentioned that the boxes shipped to a military address and they were returned. You requested that the unreturned equipment fees be removed from your account. A review of the call on December 19, 2017, reveals that the agent advised you the system will automatically generate return boxes. You then provided her with your work address ([redacted]). We received the equipment on January 24, 2018, and the unreturned equipment fees were reversed on that day. There is no balance due. A billing statement with the unreturned equipment fees did not generate until after the equipment was returned (copy enclosed). However, please note that your online account would show this recent activity. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307. Sincerely, Gerri S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (720) 514-7307 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Initial Business Response /* (1000, 5, 2015/07/27) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed with the Better...
Business Bureau.
You said that when you ordered our service you confirmed that your contract was for one year and not two years. You would like the one-year contract honored.
When we spoke by phone, I informed you that we reviewed your sales call and found that at 16:54 in the call you were advised of the 24-month commitment and early termination fee. I advised you that although we consider the contract to be valid, I will reduce your early termination fee to $99.00 if you decide to cancel after your first year of service. You agreed to my 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: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
May 29, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On May 27, 2015, we received your complaint, dated May 26, 2015, filed with the Better...
Business Bureau.
My attempts to reach you by phone on May 27, 28 and 29, 2015, have been unsuccessful; however, I left a voice message on each attempt.
You expressed concern regarding paying more for your package than a new customer would. You asked that your rate be discounted.
You were provided with a one-year discount as advertised. You were advised that after your first year you would be subject to our normal rates. The advertisement you provided reflects new customer offers which are not available for existing customers. Your request is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 12, 2015/09/25) */
ngo Valley, CA XXXXX
September 17, 2015
Ms. [redacted]
XXXXX [redacted]
M
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 16, 2015, we received your complaint, dated September 16,...
2015, filed with the Revdex.com.
You stated that the dishNET satellite internet service is not meeting your expectations. You are not receiving the speed and capacity that you understood that you would receive. You requested that the service be disconnected without penalty.
When we spoke today, I agreed to waive your internet early termination fee as a courtesy and scheduled your service disconnection for October 17, 2015.
Our records indicate that the service was provided as promised at the time of purchase.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
May 25, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted] On May 22, 2017, we received your complaint, dated May 20, 2017, filed with the Revdex.com. You expressed concern regarding a technical issue you experienced with your DVR. You said that you disconnected your service because of it. You requested that we waive the early termination fee applied to your account and provide you with a refund of the DVR fee you paid. When we spoke, I told you that although I am unable to meet your request for a refund, I will waive the early termination fee. You informed me that you are satisfied with the resolution and I provided you with your final account balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] [redacted] [redacted]
[redacted]
[redacted]
*
[redacted]
Initial Business Response /* (1000, 5, 2015/08/31) */
August 21, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXX
Dear Ms. [redacted]:
On August 19, 2015, we received your complaint, dated August 18, 2015, filed with the Better Business...
Bureau.
You said that you experienced technical issues with your internet service. You requested a refund and the disconnection of your internet account.
I attempted to reach you at (XXX) XXX-XXXX on August 19, 20 and 21, 2015, and I left three messages.
In my last message, I advised you that I was unable to locate your internet account with the information provided. Our records show a TV account at the address on your complaint, but no internet service.
I requested that you contact me with more information.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
November 17, 2017 [redacted] Re: Revdex.com Complaint #...
[redacted]
[redacted] Dear Ms. [redacted]: On November 1, 2017, we received your complaint, dated October 31, 2017, filed with the Revdex.com. Although I received your voicemail, my attempts to contact you by phone at [redacted] on November 15, 16 and 17, 2017, were unsuccessful; however, I left three messages. I also sent you an email at [redacted]. You expressed concern with the debit of $400.00 that was applied to your credit card account. You indicated that you only authorized your credit card account to be used for payments on your sister’s DISH Network account. You requested a refund. Your credit card account was provided as the qualifying credit card on your sister’s DISH Network account. As a result, the card will be automatically debited for any promotional fees including the early termination, unreturned equipment and/or shipping fees. A review of the sales call found that you agreed to be listed as a joint account holder. You were told that as a joint account holder, you would be charged for any early termination fees or any unreturned equipment fees in the event the account holder would not be able to fulfill the contractual agreement. Nevertheless, I made an exception and removed the early termination fee and submitted a refund of $400.00 to your credit card account. Please allow three to five business days for processing. 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 6, 2016 Mr. [redacted], ** [redacted] Re: Mr. [redacted] File No. 11840140 Issue Number: 3565771 Dear Sir or Madam: On December 6, 2016, we received your rebuttal, dated December 5, 2016, regarding Mr. [redacted]. Mr. [redacted] indicated that the number to which I referred in my previous response is an incorrect contact number. He said he is being contacted at [redacted]. He requested no response. Based on our investigation, DISH Network has determined that we have not placed calls to telephone numbers [redacted] or [redacted]. These telephone numbers have both been placed on our internal Do Not Contact list. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted] cc: [redacted]
Initial Business Response /* (1000, 12, 2015/06/01) */
May 27, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On May 21, 2015, we received your complaint, dated May 20, 2015, filed with the...
Revdex.com.
You maintain that the signature on your contract was forged. You requested that your account balance be adjusted off and that the leased equipment be removed from your home.
When we spoke, I advised you that I was unable to locate a copy of your contract; therefore, I waived your early termination and return shipping fees. I also informed you that a $95.00 charge would apply for us to send a technician to remove your equipment.
Once the leased equipment is returned, your account balance will be $224.91.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 14, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My request to Scott Diaz from Dish was the following:
1. Equipment will be sent back at their expense
2. They are to remove at their expense the dish
3. That any damage that they incur with the removal of said dish, that they remedy it correctly so no leakage will occur.
4. I want in writing that this will indeed occur, and I will pay what I owe.
I offered to forward the agreement that was not signed by me, he did not want it.
Final Consumer Response /* (4200, 18, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not pay for removing the dish. It is their responsibility. They are very arrogant when they are the ones to put someones signature on an agreement that is not binding to me. The receivers are going back this week, I want a written agreement that they will remove the dish at their expense. Once I receive a signed agreement that Dish will remove the dish off my roof at their expense, I will pay them rgw $224
Final Business Response /* (4000, 20, 2015/06/16) */
June 15, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 15, 2015, we received your rebuttal, dated June 9, 2015, filed with the Revdex.com.
You said that you will make your final payment once we remove your satellite dish at no cost.
Your request to have the fee for removing your satellite dish waived is denied.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
Scott Diaz
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
January 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 13, 2016, we received your complaint, dated January 10, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on January 13, 14 and 15, 2016, were unsuccessful; however, I left three messages. You expressed concern with the removal of your local NBC station. Please be advised that our programming packages can be changed at any time. We do not guarantee any channels. Your local NBC station was restored on January 10, 2016, when an agreement was reached with the channel provider. 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
February 14, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 26, 2017, we received your complaint, dated January 25, 2017, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on January 31, 2017, and on February 8 and 14, 2017, but there was only an option to leave one message. You expressed concern that your damage claim for a TV was denied and that your DISH Network account has been flagged. You requested that your TV be replaced, and to be released from the 24-month commitment. However, because the damage claim was denied, I am unable to re-open the claim. I offered to release you from the 24-month commitment. Please contact me to accept my offer. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: [redacted]
[redacted]
[redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because company will not honor my resolution for the dispute.
Sincerely,
[redacted]
January 29, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 22, 2018, we received your complaint, dated January 19, 2018, filed with the Revdex.com. You expressed concern about your recent calls to DISH Network. You indicated that the agents with whom you spoke would not answer your questions about the removal of a satellite dish on your property without you verifying your PIN. As I advised you in my response to your email, I reviewed your calls to us and will ensure that your concerns are addressed internally. You said that you had the dish removed from your roof by an antenna company. We sincerely regret how this issue was handled by our agents, and we appreciate your feedback concerning your experience. 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]