[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your correspondence, dated January 27, 2018, filed with the Revdex.com. You maintain you were told you would receive specific local channels. You also said you were advised that weather conditions would not affect your signal. You requested free internet service to view On-Demand programming, and a guide for locals ([redacted]. In addition, you disputed the term commitment and you provided feedback regarding your customer service experience. Our records reveal that you established your account under the Flex24 promotion with a 24-month commitment. The recording of your sales call revealed that the agent offered the America’s Top 120+ package and the [redacted] locals out of Milwaukee, WI. There was no mention of the local channels you described in your correspondence. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I reviewed your call from January 19, 2018. You reported dissatisfaction with your programming after the installation. Our agent upgraded your programming package to the America’s Top 200 package and applied a monthly $10.00 credit for 24 months to cover the additional cost for the package. During this call, you requested a channel lineup card and the agent sent it to you via email at [redacted]. The agent also provided you with a free Over-The-Air (OTA) antenna and scheduled an installation so that you could receive the locals in your area that are not included in your subscription. In order to receive a guide on your Hopper system for the OTA channels, an OTA Digital Dongle is required. Unfortunately, we do not have this component. When we spoke today, I informed you that we are unable to honor your request. Since you are dissatisfied with the service, I made an exception and waived your term commitment. You may cancel your service at any time without a penalty. We appreciate your feedback and your concerns will be reviewed internally. 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] Dear Ms. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and you requested a fair and accurate bill. When we spoke, I advised you that your monthly rate fluctuated due to changes you made to your account and due to credits being applied and then dropping off your bill. As I explained, due to the number of credits you have received in the past, you are no longer eligible for monthly adjustments or credits. If your programming remains the same and if you do not order Pay-Per-Views or Videos On Demand, your monthly rate will remain the same, barring any price changes instituted by DISH Network. 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
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disputed the balance due on your account. You also expressed concern with the customer service you received and with the attempts to collect the balance. When we spoke today, I informed you that we received a credit card dispute from your bank for $282.21 on October 22, 2015, which created the balance of $22.23. As an exception, I removed this from your account. This information will also be removed from your credit report. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because: [redacted] refused to refund for the days where service was not working. [redacted] stated, "Dish does not control the weather." while ignoring that neither do I, and so it does not make sense that I am paying for a service that wasn't working. [redacted] also refused to spell his email address for me. I have attached a recording of the call.
Sincerely,
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with your monthly rate increasing and you asked that we release you from your contract. When we spoke, I informed you that we emailed you (at [redacted]) the promotion details on the day you placed your order and our records don’t reflect that you contacted us regarding any discrepancies. I waived your early termination fee. Your account now has a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern that your Tailgater antenna only worked for the first six months and you are unable to get it replaced. You mentioned that when you called us to inquire about it not working, we transferred you to a retailer who will not replace it. You requested that we refund you the $500.00 that you paid for it, replace it, or apply a $250.00 credit to the account to cover at least half the cost. When I spoke with you by telephone today, I apologized for the inconvenience and I informed you that since we did not sell you the product, we cannot process a refund for funds that are not in our possession. You were already provided a $120.00 credit; therefore, as an exception, I applied a $130.00 credit to your account to equal the $250.00 you requested. I informed you that the manufacturer warranty is through King and you would need to contact them to troubleshoot technical issues with their antenna. They will determine what course of action they will needs to take. 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]
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.
I still feel however this is a weak response that is good for Dish and not so good for me and other consumers as we are still not receiving the chanels we contracted for and Dish continues to say they cannot do any more. This is a weak solution.Thank you Revdex.com.
Sincerely,
[redacted]
[redacted] Dear Ms. [redacted]: On January 25, 2018, we received your complaint, dated January 24, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on January 26, 29 and 30, 2018, were unsuccessful, and there was no option to leave a message. I also sent an email to [redacted]. You maintain that you were charged $24.00 a month for the past three years for equipment that you purchased in June 2010. You also expressed dissatisfaction with the customer service you received when you contacted us to resolve your issue. You requested a refund. Our records show that your DISH Network account was activated on January 19, 2011, through our Flex 24 promotion. This is a pay-in-advance promotion that required an upfront payment for a non-refundable activation fee, the first month of service, and equipment upgrade fees. The equipment that is provided under this promotion is leased – not purchased. Please note that monthly fees (e.g., DVR, additional receiver fee) still apply whether the equipment is leased or purchased. As you have two active receivers on your account, you are charged a monthly $14.00 fee for service to the duo SD receiver (model 322). A monthly DVR fee of $15.00 also applies for the use of the DVR functions. As these fees are valid, no refund is due. Additionally, the leased receivers (model 625 and 322) on your account are now obsolete; therefore, they do not need to be returned upon disconnection of your service. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: They are not being honest with what was said in my 3 conversations with representatives from dish. Please review the calls.
Sincerely,
January 5, 2016
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 30, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You expressed...
concern with the physical address we have listed on your account and that the technician was unable to locate it. You also have not received the boxes to ship your leased equipment back. In addition, you attempted to disconnect your service for three months now without success. Furthermore, you mentioned your dissatisfaction with the customer service you received.
Boxes to return the leased equipment were previously shipped to [redacted]. I requested that boxes be shipped to the address listed on your Revdex.com complaint: [redacted]. They are scheduled for delivery on Thursday, January 7, 2016, under UPS tracking number [redacted]. However, I received a message from you that we still do not have the correct address, but you did not provide me with the correct address.
Our records reveal that you enrolled in the DISH Move-In Deal on November 23, 2015. Since there was no line-of-sight for service from that day forward, I removed the $82.54 balance from your account.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
February 22, 2016 Ms. [redacted] 9719 Pimlico Dr. Baytown, TX 77523 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. In your complaint, you expressed concern about the following issues: InstallationBillingTechnical assistanceCustomer service I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. Each call rang three to four times then terminated. DISH Network strives to provide excellent customer service from installation on. As such, we sincerely regret that your initial experience was discouraging. I’ve forwarded your concern about your installation to the appropriate department for internal review. I reviewed the sales call for your account and found no misinformation was provided--the capabilities of the Hopper Whole Home DVR System were not discussed. A review of your other calls found no instance where an agent advised you that the leased equipment did not have to be returned or that your balance was zero. Please note that we have no record of any calls in November 2015. Additionally, UPS records indicate that return boxes were delivered on September 18, 2015, and we have no record of any calls requesting additional boxes. The $595.00 debit to which you referred was for unreturned equipment. If we receive the leased equipment associated with your account, those fees will be reversed. Please note that our customer agreement provides that early termination and unreturned equipment fees may be automatically debited from the credit or debit card account used to qualify for service. A review of your calls also revealed that you were offered either over-the-phone instruction or a technician visit to help you with using the Hopper receiver, but all offers were declined. There was no fee mentioned for either service. While we sincerely regret any inconvenience this issue may have caused, we are unable to apply any adjustments to your account. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
November 11, 2016 Dear Mr. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disagreed with my previous response and expressed dissatisfaction with the customer service you received. You also mentioned concerns with the quality of your installation. It is not my intent to add to your frustration. During our phone call on October 20, 2016, the call was dropped. I attempted to call you back without success. I regret that you disagree with my response regarding the prorated billing charges. The concern you mentioned with the quality of your installation will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the DISH Network balance of $210.00 that was reported to collections. You maintain that you agreed to a one-year term commitment and you only...
signed the agreement to have the installation completed. Your service was activated on January 3, 2013. Although you were provided with a discount for the first twelve months, you were enrolled in a 24-month commitment. Your service was disconnected on January 2, 2014. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. Our records show that the fee was disclosed when your service was disconnected. When I spoke with you by phone on March 25, 2016, I advised you that DISH Network does not offer a term commitment for one year of service. By signing the 24-month agreement, you agreed to our terms and conditions, including the 24-month commitment. However, I made an exception and removed the fee from your account, leaving a zero balance. As the balance is valid, it will be updated to reflect as paid with the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Dear Mr. [redacted]: On February 10, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you closed your account because we were unable to provide you with your local channels in HD due to a line of sight issue. You requested that your early...
termination fee be waived. When we spoke, I confirmed that your early termination fee has been waived. In addition, I agreed to waive the remaining balance of $44.34. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/10/08) */
October 7, 2015
Ms. [redacted]
305 Dassodile Lane
Chesapeake, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed...
with the Revdex.com.
You said that you were provided with incorrect information concerning your billing, which resulted in your service being interrupted.
When we spoke, I advised you that I had applied a one-time credit of $94.49 to your account to cover one month of billing, and I restored your service.
We appreciate your feedback concerning your experience and it will be used to improve the interaction of our agents with our customers.
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]
Complaint: [redacted]
I am rejecting this response because: I was told 2 different stories on how this transaction took place..There is no possible way that anybody knew my credit card number and my pin or even passwords as far as that goes...I believe that they are lying ....You don't get 2 different stories from 2 different people.... I did see that there were other complaints against them for the same thing ( unauthorized payments) ... If I have to, I will take this to my local news along with the many complaints
Sincerely,
[redacted]
May 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. I attempted to reach you at [redacted] on May 2, 3 and 4, 2016, and I left three voicemails. In my last message, I advised you that a review of your April 16, 2015, call revealed that you were advised that your account would automatically restart after nine months of DISH Pause. The charges to which you refer are for service after your account was restarted. As a courtesy, I waived the $107.85 balance. 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]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31, 2015, filed...
with the Revdex.com.
You said that you closed your account in October 2014 and paid what you were told was owed. However, you found that your account had not been closed and when you requested that it be closed, you were told that you would have to pay an early termination fee. You asked that the early termination fee be waived.
When we spoke I advised you that I will ensure your early termination fee is waived, leaving your DISH Network account with a zero balance. I informed you that you will need to return your leased equipment. You said that you disposed of the equipment because you did not receive boxes to return it after making a number of requests. I advised you that we record our calls and we have no record of you calling between October 3, 2015, and August 28, 2015. However, I agreed to research a couple phone numbers you said you may have used to call in, and I will follow up with you.
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]
Complaint: [redacted]
I am rejecting this response because: I Was told by to pay only for the surge protector, because I had service for 24 hrs and the woman cut the services we had to go to [redacted] and buy a converter box so we could watch basic tv and where is my money I paid for the [redacted], and my money I paid For an extra box
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
August 28, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On August 27, 2015, we received your...
correspondence, dated August 26, 2015, filed with the Revdex.com.
You expressed concern with internet advertisements, as you maintain internet service is not available in your area.
When we spoke today, I advised you that there was not an advertisement provided with this correspondence for review. Please note that we disclose on all DISH Network advertisements that restrictions and qualifications apply.
You may receive our dishNET Sat Standard internet promotion with credit card qualification and a 24-month commitment. The internet packages start at 5Mbps/10GB for $49.99 plus a $10.00 modem fee before tax. The startup cost is $247.99, which includes a $50.00 upfront discount. However, restrictions apply due to available bandwidth in the area.
If you would like to schedule an appointment, please contact me directly.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
February 7, 2018 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 29, 2018, we received your correspondence, dated January 27, 2018, filed with the Revdex.com. You maintain you were told you would receive specific local channels. You also said you were advised that weather conditions would not affect your signal. You requested free internet service to view On-Demand programming, and a guide for locals ([redacted]. In addition, you disputed the term commitment and you provided feedback regarding your customer service experience. Our records reveal that you established your account under the Flex24 promotion with a 24-month commitment. The recording of your sales call revealed that the agent offered the America’s Top 120+ package and the [redacted] locals out of Milwaukee, WI. There was no mention of the local channels you described in your correspondence. Please note that weather conditions can affect the satellite signal. When it rains or snows, you may lose your signal until the rain stops. I reviewed your call from January 19, 2018. You reported dissatisfaction with your programming after the installation. Our agent upgraded your programming package to the America’s Top 200 package and applied a monthly $10.00 credit for 24 months to cover the additional cost for the package. During this call, you requested a channel lineup card and the agent sent it to you via email at [redacted]. The agent also provided you with a free Over-The-Air (OTA) antenna and scheduled an installation so that you could receive the locals in your area that are not included in your subscription. In order to receive a guide on your Hopper system for the OTA channels, an OTA Digital Dongle is required. Unfortunately, we do not have this component. When we spoke today, I informed you that we are unable to honor your request. Since you are dissatisfied with the service, I made an exception and waived your term commitment. You may cancel your service at any time without a penalty. We appreciate your feedback and your concerns will be reviewed internally. 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]
July 20, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 18, 2016, we received your complaint, dated July 15, 2016, filed with the Revdex.com. You expressed concern about your monthly rate and you requested a fair and accurate bill. When we spoke, I advised you that your monthly rate fluctuated due to changes you made to your account and due to credits being applied and then dropping off your bill. As I explained, due to the number of credits you have received in the past, you are no longer eligible for monthly adjustments or credits. If your programming remains the same and if you do not order Pay-Per-Views or Videos On Demand, your monthly rate will remain the same, barring any price changes instituted by DISH Network. 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
February 15, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 15, 2016, we received your correspondence, dated February 12, 2016, filed with the Revdex.com. You disputed the balance due on your account. You also expressed concern with the customer service you received and with the attempts to collect the balance. When we spoke today, I informed you that we received a credit card dispute from your bank for $282.21 on October 22, 2015, which created the balance of $22.23. As an exception, I removed this from your account. This information will also be removed from your credit report. Please allow eight weeks for processing. We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]Tell us why here...
Complaint: [redacted]
I am rejecting this response because: [redacted] refused to refund for the days where service was not working. [redacted] stated, "Dish does not control the weather." while ignoring that neither do I, and so it does not make sense that I am paying for a service that wasn't working. [redacted] also refused to spell his email address for me. I have attached a recording of the call.
Sincerely,
March 3, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On March 1, 2016, we received your complaint, dated February 29, 2016, filed with the Revdex.com. You expressed concern with your monthly rate increasing and you asked that we release you from your contract. When we spoke, I informed you that we emailed you (at [redacted]) the promotion details on the day you placed your order and our records don’t reflect that you contacted us regarding any discrepancies. I waived your early termination fee. Your account now has a zero balance. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
April 29, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 26, 2016, we received your complaint, dated April 22, 2016, filed with the Revdex.com. You expressed concern that your Tailgater antenna only worked for the first six months and you are unable to get it replaced. You mentioned that when you called us to inquire about it not working, we transferred you to a retailer who will not replace it. You requested that we refund you the $500.00 that you paid for it, replace it, or apply a $250.00 credit to the account to cover at least half the cost. When I spoke with you by telephone today, I apologized for the inconvenience and I informed you that since we did not sell you the product, we cannot process a refund for funds that are not in our possession. You were already provided a $120.00 credit; therefore, as an exception, I applied a $130.00 credit to your account to equal the $250.00 you requested. I informed you that the manufacturer warranty is through King and you would need to contact them to troubleshoot technical issues with their antenna. They will determine what course of action they will needs to take. 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]
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.
I still feel however this is a weak response that is good for Dish and not so good for me and other consumers as we are still not receiving the chanels we contracted for and Dish continues to say they cannot do any more. This is a weak solution.Thank you Revdex.com.
Sincerely,
[redacted]
February 5, 2018 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 25, 2018, we received your complaint, dated January 24, 2018, filed with the Revdex.com. My attempts to contact you by phone at ([redacted] on January 26, 29 and 30, 2018, were unsuccessful, and there was no option to leave a message. I also sent an email to [redacted]. You maintain that you were charged $24.00 a month for the past three years for equipment that you purchased in June 2010. You also expressed dissatisfaction with the customer service you received when you contacted us to resolve your issue. You requested a refund. Our records show that your DISH Network account was activated on January 19, 2011, through our Flex 24 promotion. This is a pay-in-advance promotion that required an upfront payment for a non-refundable activation fee, the first month of service, and equipment upgrade fees. The equipment that is provided under this promotion is leased – not purchased. Please note that monthly fees (e.g., DVR, additional receiver fee) still apply whether the equipment is leased or purchased. As you have two active receivers on your account, you are charged a monthly $14.00 fee for service to the duo SD receiver (model 322). A monthly DVR fee of $15.00 also applies for the use of the DVR functions. As these fees are valid, no refund is due. Additionally, the leased receivers (model 625 and 322) on your account are now obsolete; therefore, they do not need to be returned upon disconnection of your service. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7291. Sincerely, Ana V[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: They are not being honest with what was said in my 3 conversations with representatives from dish. Please review the calls.
Sincerely,
January 5, 2016
Mr. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Mr. [redacted]:
On December 30, 2015, we received your complaint, dated December 28, 2015, filed with the Revdex.com.
You expressed...
concern with the physical address we have listed on your account and that the technician was unable to locate it. You also have not received the boxes to ship your leased equipment back. In addition, you attempted to disconnect your service for three months now without success. Furthermore, you mentioned your dissatisfaction with the customer service you received.
Boxes to return the leased equipment were previously shipped to [redacted]. I requested that boxes be shipped to the address listed on your Revdex.com complaint: [redacted]. They are scheduled for delivery on Thursday, January 7, 2016, under UPS tracking number [redacted]. However, I received a message from you that we still do not have the correct address, but you did not provide me with the correct address.
Our records reveal that you enrolled in the DISH Move-In Deal on November 23, 2015. Since there was no line-of-sight for service from that day forward, I removed the $82.54 balance from your account.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a DISH Network customer.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
February 22, 2016 Ms. [redacted] 9719 Pimlico Dr. Baytown, TX 77523 Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com. In your complaint, you expressed concern about the following issues: InstallationBillingTechnical assistanceCustomer service I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. Each call rang three to four times then terminated. DISH Network strives to provide excellent customer service from installation on. As such, we sincerely regret that your initial experience was discouraging. I’ve forwarded your concern about your installation to the appropriate department for internal review. I reviewed the sales call for your account and found no misinformation was provided--the capabilities of the Hopper Whole Home DVR System were not discussed. A review of your other calls found no instance where an agent advised you that the leased equipment did not have to be returned or that your balance was zero. Please note that we have no record of any calls in November 2015. Additionally, UPS records indicate that return boxes were delivered on September 18, 2015, and we have no record of any calls requesting additional boxes. The $595.00 debit to which you referred was for unreturned equipment. If we receive the leased equipment associated with your account, those fees will be reversed. Please note that our customer agreement provides that early termination and unreturned equipment fees may be automatically debited from the credit or debit card account used to qualify for service. A review of your calls also revealed that you were offered either over-the-phone instruction or a technician visit to help you with using the Hopper receiver, but all offers were declined. There was no fee mentioned for either service. While we sincerely regret any inconvenience this issue may have caused, we are unable to apply any adjustments to your account. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted]
[redacted] Tell us why here...
November 11, 2016 Dear Mr. [redacted]: On November 11, 2016, we received your complaint, dated November 10, 2016, filed with the Revdex.com. You disagreed with my previous response and expressed dissatisfaction with the customer service you received. You also mentioned concerns with the quality of your installation. It is not my intent to add to your frustration. During our phone call on October 20, 2016, the call was dropped. I attempted to call you back without success. I regret that you disagree with my response regarding the prorated billing charges. The concern you mentioned with the quality of your installation will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST###-###-####
Dear Mr. [redacted]: On March 25, 2016, we received your complaint, dated March 23, 2016, filed with the Revdex.com. You expressed concern with the DISH Network balance of $210.00 that was reported to collections. You maintain that you agreed to a one-year term commitment and you only...
signed the agreement to have the installation completed. Your service was activated on January 3, 2013. Although you were provided with a discount for the first twelve months, you were enrolled in a 24-month commitment. Your service was disconnected on January 2, 2014. Since your term commitment was not fulfilled, an early termination fee of $210.00 was applied to your account. Our records show that the fee was disclosed when your service was disconnected. When I spoke with you by phone on March 25, 2016, I advised you that DISH Network does not offer a term commitment for one year of service. By signing the 24-month agreement, you agreed to our terms and conditions, including the 24-month commitment. However, I made an exception and removed the fee from your account, leaving a zero balance. As the balance is valid, it will be updated to reflect as paid with the credit bureaus. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely,
Dear Mr. [redacted]: On February 10, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you closed your account because we were unable to provide you with your local channels in HD due to a line of sight issue. You requested that your early...
termination fee be waived. When we spoke, I confirmed that your early termination fee has been waived. In addition, I agreed to waive the remaining balance of $44.34. We strive to provide excellent service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Initial Business Response /* (1000, 5, 2015/10/08) */
October 7, 2015
Ms. [redacted]
305 Dassodile Lane
Chesapeake, VA XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed...
with the Revdex.com.
You said that you were provided with incorrect information concerning your billing, which resulted in your service being interrupted.
When we spoke, I advised you that I had applied a one-time credit of $94.49 to your account to cover one month of billing, and I restored your service.
We appreciate your feedback concerning your experience and it will be used to improve the interaction of our agents with our customers.
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]
Complaint: [redacted]
I am rejecting this response because: I was told 2 different stories on how this transaction took place..There is no possible way that anybody knew my credit card number and my pin or even passwords as far as that goes...I believe that they are lying ....You don't get 2 different stories from 2 different people.... I did see that there were other complaints against them for the same thing ( unauthorized payments) ... If I have to, I will take this to my local news along with the many complaints
Sincerely,
[redacted]
May 4, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On April 28, 2016, we received your complaint, dated April 27, 2016, filed with the Revdex.com. You disputed the balance associated with your DISH Network account. I attempted to reach you at [redacted] on May 2, 3 and 4, 2016, and I left three voicemails. In my last message, I advised you that a review of your April 16, 2015, call revealed that you were advised that your account would automatically restart after nine months of DISH Pause. The charges to which you refer are for service after your account was restarted. As a courtesy, I waived the $107.85 balance. 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]
Initial Business Response /* (1000, 5, 2015/09/04) */
September 2, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August 31, 2015, filed...
with the Revdex.com.
You said that you closed your account in October 2014 and paid what you were told was owed. However, you found that your account had not been closed and when you requested that it be closed, you were told that you would have to pay an early termination fee. You asked that the early termination fee be waived.
When we spoke I advised you that I will ensure your early termination fee is waived, leaving your DISH Network account with a zero balance. I informed you that you will need to return your leased equipment. You said that you disposed of the equipment because you did not receive boxes to return it after making a number of requests. I advised you that we record our calls and we have no record of you calling between October 3, 2015, and August 28, 2015. However, I agreed to research a couple phone numbers you said you may have used to call in, and I will follow up with you.
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]
Complaint: [redacted]
I am rejecting this response because: I Was told by to pay only for the surge protector, because I had service for 24 hrs and the woman cut the services we had to go to [redacted] and buy a converter box so we could watch basic tv and where is my money I paid for the [redacted], and my money I paid For an extra box
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
August 28, 2015
Mr. and Mrs. [redacted] and [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. and Mrs. [redacted]:
On August 27, 2015, we received your...
correspondence, dated August 26, 2015, filed with the Revdex.com.
You expressed concern with internet advertisements, as you maintain internet service is not available in your area.
When we spoke today, I advised you that there was not an advertisement provided with this correspondence for review. Please note that we disclose on all DISH Network advertisements that restrictions and qualifications apply.
You may receive our dishNET Sat Standard internet promotion with credit card qualification and a 24-month commitment. The internet packages start at 5Mbps/10GB for $49.99 plus a $10.00 modem fee before tax. The startup cost is $247.99, which includes a $50.00 upfront discount. However, restrictions apply due to available bandwidth in the area.
If you would like to schedule an appointment, please contact me directly.
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 (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]