Tell us why here...March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.com. You indicated that you did not agree with my response. While I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to us. As such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waived. 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
January 12, 2016Ms. [redacted], OR [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4, 2016, we...
received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that DISH Network removed money from your account without authorization. You also indicated that you incurred additional charges from your bank. The matter was not corrected and the refund you were promised was not provided. You requested that this be resolved. When we spoke on January 11, 2016, you indicated that you filed this complaint on behalf of a friend. You offered to contact the friend and confirm that the matter was resolved. You indicated that you would notify me if further assistance was required. I did not receive a response. 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: 2:45 pm to11:15 pm MDT, MON-FRI([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were given inaccurate information when you agreed to obtain our service. You called in to cancel your account and you were told that you were under contract. You maintain that you didn't sign the contract and you would like to be released from the agreement.
A review of your account reveals that you placed your order for our service through Windstream Communications. Because we were unable to confirm what you were told, we released you from your contract. You may cancel your service at any time without penalty.
Please note, the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you canceled the service within one day because it did not work properly.
Your service was activated on November 1, 2015, with a 24-month commitment. Our records show that you spoke with Mr. [redacted] from our Executive Escalations Team on November 3, 2015. Mr. Chang waived the early termination fee of $480.00 and disconnected your service.
You also indicated that your home was damaged during the installation and you have not been contacted. A damage claim was opened on November 3, 2015. You may contact your Claim Manager, Ms. [redacted] at XXX-XXX-XXXX ext. XXXXX, to follow-up with your claim.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My system was installed 11/01. It wasn't until I started filing complaints with all types of people that I started to get a response. I left a voice mail for my claims manager today. The damage to my home has not been fixed as of 11/12. It's almost been two weeks and no repairs? My voicemail for [redacted] indicated I need a call back today with a specific date that a roofing company will repair my broken tile. If I do not receive a prompt response, I will hire a folder on my own to prevent any further possible damage from impending rain. I will expect dish network to compensate me for the expense.
Final Consumer Response /* (4200, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are putting together bits and pieces of information. After I filed another complaint, I received a call from the local office. They state they are sending me a check to cover the repairs. That was on 11/18. I am waiting for the check to arrive in my mail box. I will still not be happy with this because I have had to fight to get my roof repaired. This should have been handled right away without me having to file complaints and make calls without follow through for weeks at a time.
Final Business Response /* (4000, 14, 2015/11/25) */
November 24, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You indicated that you were contacted by the installation office and told that a check would be sent for the repairs to your roof. You also expressed dissatisfaction with the length of time it took to address your damage claim.
We regret your dissatisfaction with DISH Network's process to address and resolve damage claims.
Any additional concerns regarding your damage claim may be directed to DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You stated that you have experienced issues with your DISH Network service. You indicated that your Joey is not functioning correctly, you experienced audio issues,...
and the service was unusable for three months. Additionally, our customer service did not meet your expectations. You requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of service. My three attempts to contact you at ###-###-#### and ###-###-#### on January 11, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed). Your reply indicated that you were out of town and would respond when you returned, but I have not received a response. Our records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelled. Additionally, our records do not reflect that these issues were reported to our technical support group. I did confirm that your early termination fee was waived on December 30, 2015. This allows you to disconnect without penalty. Please contact me at your earliest convenience to address the service interruption you experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said a collection agency contacted you regarding a debt of $689.45 from DISH Network for unreturned equipment. You requested that this be removed from your credit report. When we spoke on March 22, 2016, I informed you that I was unable to locate the DISH Network account you described. So that I may investigate this matter further, I asked you to provide me with a copy of the collection notice. I sent an email that provided our mailing address to [redacted] (enclosed). Today, I received your collection notice. I found that account number [redacted] was sent to collections in 2011. Due to the age of the account, I was unable to retrieve the billing statements. As a result, I removed the balance of $689.45 from your account. This information will be updated with the credit bureaus. Please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
Dear [redacted], It was good to finally connect. Please thank the operator for locating you so we could finally have a conversation. As we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally ordered. Once you can confirm this we can assess.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will continue to monitor my credit report to ensure that the negative information was removed.
Sincerely,
[redacted]
February 27, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 21, 2018, we received your complaint, dated February 20, 2018, filed with the Revdex.com. You said that a technician damaged your TV and the compensation offered is unacceptable. Also, a Field Service Manager told you that they would replace the TV in two to three business days. In addition, you expressed concern with the customer service you received while attempting to resolve this issue. When I spoke with you today, I informed you that the type of TV that you have is no longer produced. We base the compensation amount for your TV on a new one of same or better quality and size minus depreciation for age. We determined that the amount offered is fair market value for your TV. We have no record of a Field Service Manager making such an offer. I applied a credit to your account for the past two months of service, as well as a $10.00 monthly credit for 12 months as a courtesy. We regret that your experience was unfavorable and we look forward to providing you with excellent service in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern that you received a collection notice for over $200.00 after we refunded your payment of $202.00. When you called us to report your concern, we advised you that the refund was valid. You requested that your account be removed from collections. When I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct information. There is no balance due for TV service; therefore, the refund was valid. However, there is a balance due for the internet service. It includes prorated charges and a $79.00 fee for an unreturned modem. Your last payment covered charges up to April 9, 2015, but you received service until May 6, 2015. I have enclosed a copy of your final billing statement for your records. I apologize for the confusion. I requested that the charges be removed from your account and from collections. Please allow six to eight weeks for processing. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You expressed your dissatisfaction with my response to your complaint. I regret that you are not satisfied with my response, and it was never my intention to cause further frustration. However, as I stated, we have exhausted all of our options at this point. This is a provider issue. Our records reflect that you told our technician that your best friend has the same issue with WFFF-TV (channel 44) with DIREC TV. 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] [redacted]
September 21, 2016 Dear Mr. [redacted]: On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com. You said that the return materials were not delivered to your home in a timely manner. You...
indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees. Your service was disconnected on August 7, 2016. A return box and label were delivered to your home by UPS on August 24, 2016. When I spoke with your wife (Mrs. [redacted]) today, I advised her we have no record that the equipment was returned to DISH Network. Nevertheless, I made an exception and removed the equipment and the balance of $116.90 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 7, 2015, we received your complaint, dated August 6, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee that was applied to your daughter's DISH Network account. You maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network account. You also disputed the signature on the 24-month agreement.
Your daughter's service was activated on January 14, 2015, with a 24-month commitment. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted.
A review of the sales call did not find that a six-month service period or contract was discussed. The agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilled. Additionally, the agent told you that this would be a new account.
Your daughter's service was disconnected on July 31, 2015. Since the term commitment was not fulfilled, an early termination fee of $360.00 was applied to her account.
When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because as a current customer I felt that they honored our agreed upon arrangement.
Initial Business Response /* (1000, 5, 2015/09/17) */
September 8, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 1, 2015, we received your correspondence, dated July 31, 2015,...
filed with the Revdex.com.
You stated that you have made several unsuccessful attempts to disconnect your DISH Network service. You were told that your account was finally disconnected, but you received a bill on August 20, 2015, that indicated that you owed $528.30. You requested that this be resolved.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 3, 4 and 8, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com (copy enclosed), but I have not received a response.
To address your concerns, I have disconnected your account and resolved the account balance. A refund of $147.32 was issued today.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You disputed the 24-month commitment associated with your DISH network account. You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account. I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails. As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures. As such, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]-[redacted] Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you canceled your service because you were given incorrect information; however, you did not provide additional details. You requested a refund for the fee. Your service was activated on August 7, 2015, with a 24-month commitment. Although your service was canceled on May 5, 2016, our records show that your service was restarted on the same day. As a result, the early termination fee of $320.00 was reversed. During our phone conversation on May 10, 2016, you indicated that the credits included with your promotion were removed twice--initially because your service was canceled without your request, and then again when your service was placed on DISH Pause. Please be advised that the promotional credits are forfeited when service is disconnected for any reason or if the programming package is downgraded below the required package. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]###-###-###[redacted] Dear Mr....
[redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your package. Your service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLC. Our records show that you contacted us before your installation was completed regarding your programming concerns. However, you opted to upgrade your package and to have your installation completed. Your service was disconnected on January 19, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. I made an exception and reversed the early termination fee. Your account will be left with a service balance of $42.58. 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, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have returned your phone calls and left you three separate emails. As stated, Dish has once again not kept notes on my account. This is not just me that this has happened. There are numerous reports on Facebook and on the internet of Dish constantly doing this. Dish has been know to release people from their contract due to this and to other issues. Dish made a promise to me and HAS NOT delivered and has now lost all the information pertaining to it. Between this and the awful customer service this is yet another reason why Dish has multiple complaints and has been rated across the board as being one of the worst companies to do business with. There is zero reason why Dish can't release me from my contract especially since come March my bill will go back to being close to $200 a month for the absolute basic service since Dish refuses to deliver as I was promised in December. I can also go to another company and have Cable and Phone with more channels for less than $80 per month.
Sincerely,
[redacted]
January 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You stated that you recently moved to a new residence and you contacted DISH Network to install your TV service. At that time you inquired about adding internet to your account, and bundling services. You were advised that your TV service would need to be established at your new residence and then internet options could be explored. When you called back to proceed with the internet, you were informed that it was not available. You contacted Hughes directly and had the service installed. However, you lost the opportunity for a bundle discount. You feel you were misinformed and you would like the matter corrected so you can receive your discount. When we spoke on January 15, 2016, I explained that we were unable to credit-qualify your account for both services. Additionally, we are unable to bundle the two accounts. As a solution, I offered to provide you with a $10.00 credit on your monthly DISH Network bill for the 24-month term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
Tell us why here...March 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 25, 2016, we received your rebuttal, dated March 22, 2016, filed with the Revdex.com. You indicated that you did not agree with my response. While I sincerely regret that you do not agree, my response was based on a review of our records and a recording of your calls to us. As such, we are unable to honor your request for monthly adjustments, or to have your 24-month commitment waived. 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
January 12, 2016Ms. [redacted], OR [redacted]Re: Revdex.com Complaint # [redacted] [redacted]Dear Ms. [redacted]:On January 4, 2016, we...
received your correspondence, dated December 31, 2015, filed with the Revdex.com.You stated that DISH Network removed money from your account without authorization. You also indicated that you incurred additional charges from your bank. The matter was not corrected and the refund you were promised was not provided. You requested that this be resolved. When we spoke on January 11, 2016, you indicated that you filed this complaint on behalf of a friend. You offered to contact the friend and confirm that the matter was resolved. You indicated that you would notify me if further assistance was required. I did not receive a response. 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: 2:45 pm to11:15 pm MDT, MON-FRI([redacted]cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 8, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5, 2015, filed with...
the Revdex.com. My attempts to reach you by phone on October 6, 7 and 8, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt.
You said that you were given inaccurate information when you agreed to obtain our service. You called in to cancel your account and you were told that you were under contract. You maintain that you didn't sign the contract and you would like to be released from the agreement.
A review of your account reveals that you placed your order for our service through Windstream Communications. Because we were unable to confirm what you were told, we released you from your contract. You may cancel your service at any time without penalty.
Please note, the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, your signature may look distorted.
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
[redacted]
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:We also notified that you over charged us on our bill and that we were not happy with over charging us.And we wanted to get another provider and to come and get your equipment and no one picked it up.So when we moved we left with my wife's aunt who has service with you.We were at the residence for two more months and no one stopped by.And that's why we left it with her aunt.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/11/10) */
November 5, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 4, 2015, we received your complaint, dated November 3, 2015,...
filed with the Revdex.com.
You expressed concern with the early termination fee to disconnect your service. You maintain that you canceled the service within one day because it did not work properly.
Your service was activated on November 1, 2015, with a 24-month commitment. Our records show that you spoke with Mr. [redacted] from our Executive Escalations Team on November 3, 2015. Mr. Chang waived the early termination fee of $480.00 and disconnected your service.
You also indicated that your home was damaged during the installation and you have not been contacted. A damage claim was opened on November 3, 2015. You may contact your Claim Manager, Ms. [redacted] at XXX-XXX-XXXX ext. XXXXX, to follow-up with your claim.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My system was installed 11/01. It wasn't until I started filing complaints with all types of people that I started to get a response. I left a voice mail for my claims manager today. The damage to my home has not been fixed as of 11/12. It's almost been two weeks and no repairs? My voicemail for [redacted] indicated I need a call back today with a specific date that a roofing company will repair my broken tile. If I do not receive a prompt response, I will hire a folder on my own to prevent any further possible damage from impending rain. I will expect dish network to compensate me for the expense.
Final Consumer Response /* (4200, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are putting together bits and pieces of information. After I filed another complaint, I received a call from the local office. They state they are sending me a check to cover the repairs. That was on 11/18. I am waiting for the check to arrive in my mail box. I will still not be happy with this because I have had to fight to get my roof repaired. This should have been handled right away without me having to file complaints and make calls without follow through for weeks at a time.
Final Business Response /* (4000, 14, 2015/11/25) */
November 24, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On November 24, 2015, we received your complaint, dated November 23, 2015, filed with the Revdex.com.
You indicated that you were contacted by the installation office and told that a check would be sent for the repairs to your roof. You also expressed dissatisfaction with the length of time it took to address your damage claim.
We regret your dissatisfaction with DISH Network's process to address and resolve damage claims.
Any additional concerns regarding your damage claim may be directed to DISH Network's Corporate Field Resolutions Department at X-XXX-XXX-XXXX.
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, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Dear Mr. [redacted]: On January 7, 2016, we received your correspondence, dated January 6, 2016, filed with the Revdex.com. You stated that you have experienced issues with your DISH Network service. You indicated that your Joey is not functioning correctly, you experienced audio issues,...
and the service was unusable for three months. Additionally, our customer service did not meet your expectations. You requested that your early termination fee be waived and your account balance be cleared, and you would like a refund for three months of service. My three attempts to contact you at ###-###-#### and ###-###-#### on January 11, 14 and 15, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed). Your reply indicated that you were out of town and would respond when you returned, but I have not received a response. Our records indicate that a free technician visit was scheduled on December 28, 2015, rescheduled for January 11, 2016, and then cancelled. Additionally, our records do not reflect that these issues were reported to our technical support group. I did confirm that your early termination fee was waived on December 30, 2015. This allows you to disconnect without penalty. Please contact me at your earliest convenience to address the service interruption you experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI ###-###-####
March 23, 2016 [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On...
March 22, 2016, we received your correspondence, dated March 21, 2016, filed with the Revdex.com. You said a collection agency contacted you regarding a debt of $689.45 from DISH Network for unreturned equipment. You requested that this be removed from your credit report. When we spoke on March 22, 2016, I informed you that I was unable to locate the DISH Network account you described. So that I may investigate this matter further, I asked you to provide me with a copy of the collection notice. I sent an email that provided our mailing address to [redacted] (enclosed). Today, I received your collection notice. I found that account number [redacted] was sent to collections in 2011. Due to the age of the account, I was unable to retrieve the billing statements. As a result, I removed the balance of $689.45 from your account. This information will be updated with the credit bureaus. Please allow eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,
Dear [redacted], It was good to finally connect. Please thank the operator for locating you so we could finally have a conversation. As we discussed on the phone we will not accept the offer until we receive confirmation that the service being offered matches the service we originally ordered. Once you can confirm this we can assess.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will continue to monitor my credit report to ensure that the negative information was removed.
Sincerely,
[redacted]
February 27, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 21, 2018, we received your complaint, dated February 20, 2018, filed with the Revdex.com. You said that a technician damaged your TV and the compensation offered is unacceptable. Also, a Field Service Manager told you that they would replace the TV in two to three business days. In addition, you expressed concern with the customer service you received while attempting to resolve this issue. When I spoke with you today, I informed you that the type of TV that you have is no longer produced. We base the compensation amount for your TV on a new one of same or better quality and size minus depreciation for age. We determined that the amount offered is fair market value for your TV. We have no record of a Field Service Manager making such an offer. I applied a credit to your account for the past two months of service, as well as a $10.00 monthly credit for 12 months as a courtesy. We regret that your experience was unfavorable and we look forward to providing you with excellent service in the future. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7125. Sincerely, Kimber S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday thru Friday 9:00am - 6:00pm (720) 514-7125 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted]
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[redacted] [redacted]
[redacted]...
Dear Mr. [redacted]: On January 6, 2016, we received your complaint, dated January 6, 2016, filed with the Revdex.com. You expressed concern that you received a collection notice for over $200.00 after we refunded your payment of $202.00. When you called us to report your concern, we advised you that the refund was valid. You requested that your account be removed from collections. When I spoke with you by telephone today, I explained that your TV and internet services were bundled and when you called in you were given correct information. There is no balance due for TV service; therefore, the refund was valid. However, there is a balance due for the internet service. It includes prorated charges and a $79.00 fee for an unreturned modem. Your last payment covered charges up to April 9, 2015, but you received service until May 6, 2015. I have enclosed a copy of your final billing statement for your records. I apologize for the confusion. I requested that the charges be removed from your account and from collections. Please allow six to eight weeks for processing. 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 through Friday 7:00 am to 3:30 pm MDT ###-###-#### [redacted] [redacted]
[redacted]
[redacted]
[redacted]
March 16, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On March 16, 2016, we received your rebuttal, dated March 15, 2016, filed with the Revdex.com. You expressed your dissatisfaction with my response to your complaint. I regret that you are not satisfied with my response, and it was never my intention to cause further frustration. However, as I stated, we have exhausted all of our options at this point. This is a provider issue. Our records reflect that you told our technician that your best friend has the same issue with WFFF-TV (channel 44) with DIREC TV. 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] [redacted]
September 21, 2016 Dear Mr. [redacted]: On September 19, 2016, we received your correspondence, dated September 16, 2016, filed with the Revdex.com. You said that the return materials were not delivered to your home in a timely manner. You...
indicated that you took the leased equipment to a return shipping location, and you disputed the unreturned equipment fees. Your service was disconnected on August 7, 2016. A return box and label were delivered to your home by UPS on August 24, 2016. When I spoke with your wife (Mrs. [redacted]) today, I advised her we have no record that the equipment was returned to DISH Network. Nevertheless, I made an exception and removed the equipment and the balance of $116.90 from your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST ###-###-####
Initial Business Response /* (1000, 5, 2015/08/21) */
August 12, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On August 7, 2015, we received your complaint, dated August 6, 2015, filed...
with the Revdex.com.
You expressed concern with the early termination fee that was applied to your daughter's DISH Network account. You maintain that her account was supposed to be established with a six-month contractual agreement under your existing DISH Network account. You also disputed the signature on the 24-month agreement.
Your daughter's service was activated on January 14, 2015, with a 24-month commitment. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus used with the tablet may not track as quickly as a pen. Therefore, the signature may look distorted.
A review of the sales call did not find that a six-month service period or contract was discussed. The agent disclosed that a 24-month commitment was required and an early termination fee would apply if the commitment was not fulfilled. Additionally, the agent told you that this would be a new account.
Your daughter's service was disconnected on July 31, 2015. Since the term commitment was not fulfilled, an early termination fee of $360.00 was applied to her account.
When I spoke with you by phone on August 10, 2015, I advised you that I made an exception and reversed the fee from your daughter's account, leaving a zero balance.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response because as a current customer I felt that they honored our agreed upon arrangement.
Initial Business Response /* (1000, 5, 2015/09/17) */
September 8, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 1, 2015, we received your correspondence, dated July 31, 2015,...
filed with the Revdex.com.
You stated that you have made several unsuccessful attempts to disconnect your DISH Network service. You were told that your account was finally disconnected, but you received a bill on August 20, 2015, that indicated that you owed $528.30. You requested that this be resolved.
My three attempts to contact you at (XXX) XXX-XXXX and (XXX) XXX-XXXX on September 3, 4 and 8, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com (copy enclosed), but I have not received a response.
To address your concerns, I have disconnected your account and resolved the account balance. A refund of $147.32 was issued today.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
December 12, 2016 Ms. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Ms. [redacted]: On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com. You disputed the 24-month commitment associated with your DISH network account. You said that you were never advised that you were renewing your 24-month commitment when you added a received to your account. I attempted to reach you at [redacted] on December 8, 9, and 12, 2016, and I left three voicemails. As I advised you in my message, I reviewed your November 2, 2016, call and found that you were not provided with our full standard disclosures. As such, I waived the 24-month commitment associated with your account. We sincerely regret any inconvenience this issue may have caused and appreciate you bringing this issue to our attention so we may handle it internally. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Ms. [redacted]: On May 6, 2016, we received your complaint, dated May 5, 2016, filed with the Revdex.com. You expressed concern with the early termination fee that was applied to your account. You maintain that you canceled your service because you were given incorrect information; however, you did not provide additional details. You requested a refund for the fee. Your service was activated on August 7, 2015, with a 24-month commitment. Although your service was canceled on May 5, 2016, our records show that your service was restarted on the same day. As a result, the early termination fee of $320.00 was reversed. During our phone conversation on May 10, 2016, you indicated that the credits included with your promotion were removed twice--initially because your service was canceled without your request, and then again when your service was placed on DISH Pause. Please be advised that the promotional credits are forfeited when service is disconnected for any reason or if the programming package is downgraded below the required package. We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel. I made an exception and waived your term commitment. You will not be charged an early termination fee if you choose to disconnect your service. 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]
January 27, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]###-###-###[redacted] Dear Mr....
[redacted]: On January 22, 2016, we received your complaint, dated January 20, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on January 25, 26 and 27, 2016, were unsuccessful; however, I left three messages. You expressed concern with the early termination fee that was applied to your account. You maintain that the A&E channel was not available in the initial package that you selected and you had to upgrade your package. Your service was activated on October 7, 2015, with a 24-month commitment through Dish One Satellite LLC. Our records show that you contacted us before your installation was completed regarding your programming concerns. However, you opted to upgrade your package and to have your installation completed. Your service was disconnected on January 19, 2016. Since your term commitment was not fulfilled, an early termination fee of $420.00 was applied to your account. I made an exception and reversed the early termination fee. Your account will be left with a service balance of $42.58. 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, 6:30 am – 3:00 pm MDT ###-###-#### cc: Denver / Boulder Revdex.com [redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have returned your phone calls and left you three separate emails. As stated, Dish has once again not kept notes on my account. This is not just me that this has happened. There are numerous reports on Facebook and on the internet of Dish constantly doing this. Dish has been know to release people from their contract due to this and to other issues. Dish made a promise to me and HAS NOT delivered and has now lost all the information pertaining to it. Between this and the awful customer service this is yet another reason why Dish has multiple complaints and has been rated across the board as being one of the worst companies to do business with. There is zero reason why Dish can't release me from my contract especially since come March my bill will go back to being close to $200 a month for the absolute basic service since Dish refuses to deliver as I was promised in December. I can also go to another company and have Cable and Phone with more channels for less than $80 per month.
Sincerely,
[redacted]
January 20, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On January 13, 2016, we received your correspondence, dated January 12, 2016, filed with the Revdex.com. You stated that you recently moved to a new residence and you contacted DISH Network to install your TV service. At that time you inquired about adding internet to your account, and bundling services. You were advised that your TV service would need to be established at your new residence and then internet options could be explored. When you called back to proceed with the internet, you were informed that it was not available. You contacted Hughes directly and had the service installed. However, you lost the opportunity for a bundle discount. You feel you were misinformed and you would like the matter corrected so you can receive your discount. When we spoke on January 15, 2016, I explained that we were unable to credit-qualify your account for both services. Additionally, we are unable to bundle the two accounts. As a solution, I offered to provide you with a $10.00 credit on your monthly DISH Network bill for the 24-month term of your contract. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI