Dear Mr. [redacted]: On January 19, 2016, we received your correspondence, dated January 18, 2016, filed with the Revdex.com. You said that your roof was damaged during your installation and that you paid a roofing company for the repair. You requested that DISH Network reimburse you for...
the cost. I attempted to reach you at ###-###-#### and ###-###-#### on January 19, 21 and 25, 2016. I left four voice messages. Although you returned my call, we were unable to speak directly. Your concerns have been reported to the appropriate personnel in our Corporate Field Resolutions Office. I will contact you directly when I receive an update from this team. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Tell us why here...April 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.com. You expressed concern with the $150.00 payment. You indicated that you also provided two contact phone numbers for your bank. During out email correspondence, I informed you that the two contact phone numbers you provided are invalid. Because we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
December 15, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####173
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
You said that you were...
not allowed to disconnect your DISH Network service and you expressed concern about your billing. You indicated that your TV and internet services were to be bundled. You requested to have your early termination fee waived.
I attempted to reach you at ###-###-#### on December 14 and 15, 2015. My second call was answered but was terminated when I identified myself.
A review of your sales call revealed that while you ordered AT&T internet and DISH Network TV service, there was no discussion of bundling the two accounts. Please note that DISH Network and AT&T do not have an agreement to bundle our accounts.
I reviewed our records and the agent with whom you spoke advised you that, as you were disputing the early termination fee, your account would remain active while we reviewed your sales call. The agent attempted to contact you on October 22, 2015, to advise you that your sales call was reviewed, and the agent left you a voicemail with our findings.
Our records also show that your call to disconnect your account was terminated before our disconnection disclosures could be provided. As our agents are required to provide the disclosures, your account was left active until you could be provided our full disclosures.
While we regret any inconvenience this issue may have caused, we are unable to waive your 24-month commitment. Please contact us at ###-###-#### if you still wish to disconnect your account.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
[redacted] Dear Mr. [redacted]: On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you back. I unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages. You mention the $95.00 fee for a technician and the Protection Plan warranty. You maintain that you have experienced many ongoing technical issues since you moved in August 2014. You requested reimbursement for 50% of your programming for the past 2.8 years. The starting cost of a technician visit is $95.00. The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged. The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, 2017. The technician fee was waived. We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reported. However, as an exception, I applied a $20.00 credit to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 23, 24 and 25, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said you disconnected your DISH Network account because you didn’t receive the channels you were advised that you would receive. You requested that the early termination fee be waived. A review of your account reveals that you placed your order for our service through GoDish.com LTD (713-983-2200). I have forwarded a copy of your complaint to them for review. In the interest of customer service, I waived the balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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]
Initi*l Business Response /* (1000, 9, 2015/05/27) */
M*y 22, 2015
Mr. [redacted]
Re: Revdex.com Compl*int # [redacted]
[redacted]
De*r Mr. [redacted]:
On M*y 15, 2015, we received your compl*int, d*ted M*y 12, 2015, filed...
with the Better Business Bure*u.
I unsuccessfully *ttempted to cont*ct you *t ([redacted] on M*y 18, 21 *nd 22, 2015, *nd I left three mess*ges.
You indic*ted th*t when you subscribed to DISH Network service, you were offered * $100.00 debit c*rd, yet you h*ve not received it. You requested th*t we provide you with the gift c*rd or *pply * credit to your *ccount.
This *ccount w*s est*blished through DISH Inst*ll*tions, Inc., *n independent ret*iler. The gift c*rd offer is not * DISH Network offer. Ple*se refer directly to the ret*iler *t ([redacted].
Nevertheless, *s * courtesy, I *pplied * $100.00 credit to your *ccount.
If there *re further questions or concerns *bout this issue, ple*se feel free to cont*ct me *t ([redacted].
Sincerely,
[redacted]
Dispute Resolution Speci*list
Executive Esc*l*tions Te*m
DISH Network, L.L.C.
Phone Hours: Mond*y through Frid*y 7:00 *m to 3:30 pm MDT
([redacted]
cc: Denver / Boulder Better Business Bure*u
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initi*l Consumer Rebutt*l /* (2000, 11, 2015/05/29) */
(The consumer indic*ted he/she ACCEPTED the response from the business.)
Im sorry th*t I did not *nswer your phone c*lls but I do not *nswer 800 number c*lls *s they *re usu*lly telem*rketers, *nd I do not h*ve voice m*il set up. I tried to cont*ct the co. th*t h*d the loc*l *d. they *re the ones th*t told me they could not help me *nd I needed to go to you for *ny future *sst. but th*nk you for t*king c*re *nd crediting my *cct. [redacted] k
Initial Business Response /* (1000, 5, 2015/09/28) */
September 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17, 2015, filed...
with the Revdex.com.
You said that your DISH Network account was restarted after you requested that it be disconnected.
Our records indicate that this issue was addressed through the[redacted] Enclosed is a copy of our response for your records.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 18, 2015
Mr. [redacted] XXXXX
Re: FCC complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the[redacted]
You said that your DISH Network account was restarted without your knowledge and you requested a credit of $33.88.
I attempted to reach you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $33.88 was sent to your bank today.
We appreciate you bringing this issue to our attention so we may better investigate it, and we sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (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: [redacted] XXXXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $33.88 from DISH.
I would like to note that the phone messages left by Mr Simons were not very clear. I did call him back, but he was out, so I left him a message.
We do consider the matter closed.
October 13, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 8, 2016, filed with the Revdex.com. You disputed the early termination fees associated with your DISH Network account. You said that you were not...
advised of the data caps or monthly rate during your sales call. When we spoke, I advised you that I reviewed your sales call and I found that you were advised of the data caps, monthly rate, and the data split between Anytime and Off-Peak data. However, as the sales agent indicated you could try out the internet while the technician was at your home and he could remove it if you did not like it, I made an exception and waived your internet early termination fee. As no misinformation was provided, I am unable to waive your TV 24-month commitment. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
July 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 29, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com. As I indicated in my email dated July 7, 2017, I am providing you with a written response. You maintain that you are not receiving the same channels after you agreed to a new 24-month commitment. You would like the desired channels back or your term commitment waived. A review of the customer service call from May 24, 2017, found that you contacted us to inquire about the Renewal Offer. The agent advised you that this offer would reduce the cost of the America’s Top 120 Plus package to $64.99 a month ($59.99 with Credit Card AutoPay) and the price would be locked for two years. As you were dissatisfied with the total monthly rate quoted (including equipment fees), you advised the agent that you did not wish to redeem the Renewal Offer. As you requested, the agent deactivated one of your receivers, reducing your monthly rate by $7.00. Please note, during this call no specific channels were discussed or requested. Our records show that you redeemed the Renewal Offer on May 29, 2017, through your online DISH Network account. As a result, a 24-month commitment was added to your account. Please be advised that only the cost of the package was changed: the package itself and channels were not changed. A review of all contact that you made with our Customer Service Department via chat and email indicates that you were no longer receiving [redacted]. You also mentioned that you watch [redacted] and [redacted]. Please be advised that [redacted] and [redacted] are available in your current programming package. Our records confirm that [redacted] and [redacted] were available as a free preview from May 2, 2017, through June 1, 2017. [redacted] was also available as a free preview from June 1, 2017, through July 4, 2017. Please be advised that channels provided in a free preview are not part of your package and will be removed when the free preview ends. As [redacted] and [redacted] are not available in your programming package, we are unable to provide you with these channels without a package upgrade. The term commitment on your account remains valid, as we disclose in our agreements that our programming packages may change at any time. We apologize for any inconvenience this issue may have cause. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:First thank you for your help in this matter. As of today, November 1, 2016 I have NOT received the refund from this business. I did speak to them on October 6th, when they verbally verified an expedited refund, but as I did not receive it I followed that up with a phone conversation on approximately October 20th and was told on that date that they would send to my email a tracking number for the refund they said they issued. I have NOT received an email from them nor a refund check. So neither have they refunded me, nor have they sent the tracking number assigned to this refund to prove that it exists or that they have followed through with what they said they would do.
Sincerely,
[redacted]
Tell us why here...August 24, 2016 Dear Mr. [redacted]: On August 24, 2016, we received your rebuttal, dated August 22, 2016, filed with the Revdex.com. You said that the NFL Network was not restored to your channel lineup. The NFL Network and NFL Redzone channels were restored on August 2, 2016. You are unable to view these channels, as you subscribe to the America’s Top 120 plus package, which does not include them. Please note that we carry the NFL Network and NFL Redzone channels in our America’s Top 200 and Multi-Sport packages. I regret any confusion. As a courtesy, I added the Multi-Sport package to your account free for three months. When the free service ends, you will be billed the regular price. 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###-###-####
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the dishNET satellite internet service and you requested to be released from your term commitment. We regret that you are dissatisfied with the internet service. When we spoke today, I advised you that I waived your internet early termination fee. You accepted this resolution. Per your request, your internet service will be discontinued on February 22, 2016. You also agreed to return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. The return box fee was also waived. 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: [redacted] [redacted]. [redacted] [redacted]Tell us why here...
January 6, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com. You maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayed. Please refer to my previous responses, wherein I advised you that I reviewed your technical support chat. A damaged power cord was never reported to DISH Network. The agent never asked you to crawl under a desk. The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting your account. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [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.
Sincerely,
[redacted]
Thank You for your assistance in the resolution of this matter. It's encouraging to know that you are there to support consumers when we have to deal with vendors who promise one thing and provide another.Hopefully your action as a conduit will convince them that poor service not only can impact their bottom line but thru your intervention they have the advantage of real quality control and the opportunity to "clean up their act"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.
Sincerely,
Ion [redacted]
Complaint: [redacted]
I am rejecting this response because: Back January 5 there is response the refunds department is checking the status. When I spoke with Ms [redacted], I told her if a check was mailed on November 24, I have been calling since November now we are on January. I am pretty sure that Dish can verify that the check has not been cleared. Now they want me to wait for three weeks before they can reissue another one. I am leaving pay check by pay check. Why it takes more than 4 months for a return check. That is not fair at all.
Sincerely,
[redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com. You maintain that you were offered a rate of $43.49 for 25 months. As I stated in my previous response, there is no record of this offer and no further credit will be applied. 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]
*
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that your internet service didn’t work. You also indicated that you were told the early termination fee would be waived. You requested the early termination fee be waived and that you are reimbursed for the internet fees. When we spoke by phone, I advised you that our records don’t reflect that you contacted us regarding technical issues with your internet. Furthermore, we have no record of you being told that the early termination fee would be waived. Therefore, I am unable to meet your requests. We consider the charges on your account to be accurate. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
[redacted] Dear Mrs. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern regarding the early termination fee, claiming that the two-year commitment was not disclosed to you. When we spoke today, I advised you that I made an exception and waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On January 19, 2016, we received your correspondence, dated January 18, 2016, filed with the Revdex.com. You said that your roof was damaged during your installation and that you paid a roofing company for the repair. You requested that DISH Network reimburse you for...
the cost. I attempted to reach you at ###-###-#### and ###-###-#### on January 19, 21 and 25, 2016. I left four voice messages. Although you returned my call, we were unable to speak directly. Your concerns have been reported to the appropriate personnel in our Corporate Field Resolutions Office. I will contact you directly when I receive an update from this team. We apologize for any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. 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 ###-###-####
Tell us why here...April 11, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On April 7, 2016, we received your rebuttal, dated April 6, 2016, filed with the Revdex.com. You expressed concern with the $150.00 payment. You indicated that you also provided two contact phone numbers for your bank. During out email correspondence, I informed you that the two contact phone numbers you provided are invalid. Because we are unable to locate the payment with the information you provided, I asked that you provide me with your bank name and address, so I may continue to research this matter. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST[redacted]
December 15, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
8[redacted]###-###-####173
Dear Ms. [redacted]:
On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com.
You said that you were...
not allowed to disconnect your DISH Network service and you expressed concern about your billing. You indicated that your TV and internet services were to be bundled. You requested to have your early termination fee waived.
I attempted to reach you at ###-###-#### on December 14 and 15, 2015. My second call was answered but was terminated when I identified myself.
A review of your sales call revealed that while you ordered AT&T internet and DISH Network TV service, there was no discussion of bundling the two accounts. Please note that DISH Network and AT&T do not have an agreement to bundle our accounts.
I reviewed our records and the agent with whom you spoke advised you that, as you were disputing the early termination fee, your account would remain active while we reviewed your sales call. The agent attempted to contact you on October 22, 2015, to advise you that your sales call was reviewed, and the agent left you a voicemail with our findings.
Our records also show that your call to disconnect your account was terminated before our disconnection disclosures could be provided. As our agents are required to provide the disclosures, your account was left active until you could be provided our full disclosures.
While we regret any inconvenience this issue may have caused, we are unable to waive your 24-month commitment. Please contact us at ###-###-#### if you still wish to disconnect your account.
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: 6:00 am - 2:30 pm (MDT), Mon-Fri
###-###-####
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
April 27, 2017
[redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On April 19, 2017, we received your complaint, dated April 18, 2017, filed with the Revdex.com. When I spoke with you on April 21, 2017, you indicated that you did not have time to talk and to call you back. I unsuccessfully attempted to contact you back at [redacted] on March 24, and 27, 2017, and I left two messages. You mention the $95.00 fee for a technician and the Protection Plan warranty. You maintain that you have experienced many ongoing technical issues since you moved in August 2014. You requested reimbursement for 50% of your programming for the past 2.8 years. The starting cost of a technician visit is $95.00. The Protection Plan provides a customer with in-home service if we are not able to resolve a technical issue by phone. Should a customer require a technician visit, they will receive it at a discounted price of $10.00 instead of $95.00. This plan also provides the customer with free shipping on any equipment that needs to be exchanged. The only technical issues reported were on April 2, 2017, and the issue was corrected when a technician visit was completed on April 3, 2017. The technician fee was waived. We are unable to honor your request for reimbursement of service charges, as our records do not reveal any ongoing technical issues reported. However, as an exception, I applied a $20.00 credit to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted] [redacted] [redacted]
February 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms....
[redacted]: On February 22, 2016, we received your complaint, dated February 19, 2016, filed with the Revdex.com. My attempts to reach you by phone on February 23, 24 and 25, 2016, have been unsuccessful; however, I was able to leave two voice messages. You said you disconnected your DISH Network account because you didn’t receive the channels you were advised that you would receive. You requested that the early termination fee be waived. A review of your account reveals that you placed your order for our service through GoDish.com LTD (713-983-2200). I have forwarded a copy of your complaint to them for review. In the interest of customer service, I waived the balance on your account. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7039. 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]
Initi*l Business Response /* (1000, 9, 2015/05/27) */
M*y 22, 2015
Mr. [redacted]
Re: Revdex.com Compl*int # [redacted]
[redacted]
De*r Mr. [redacted]:
On M*y 15, 2015, we received your compl*int, d*ted M*y 12, 2015, filed...
with the Better Business Bure*u.
I unsuccessfully *ttempted to cont*ct you *t ([redacted] on M*y 18, 21 *nd 22, 2015, *nd I left three mess*ges.
You indic*ted th*t when you subscribed to DISH Network service, you were offered * $100.00 debit c*rd, yet you h*ve not received it. You requested th*t we provide you with the gift c*rd or *pply * credit to your *ccount.
This *ccount w*s est*blished through DISH Inst*ll*tions, Inc., *n independent ret*iler. The gift c*rd offer is not * DISH Network offer. Ple*se refer directly to the ret*iler *t ([redacted].
Nevertheless, *s * courtesy, I *pplied * $100.00 credit to your *ccount.
If there *re further questions or concerns *bout this issue, ple*se feel free to cont*ct me *t ([redacted].
Sincerely,
[redacted]
Dispute Resolution Speci*list
Executive Esc*l*tions Te*m
DISH Network, L.L.C.
Phone Hours: Mond*y through Frid*y 7:00 *m to 3:30 pm MDT
([redacted]
cc: Denver / Boulder Better Business Bure*u
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initi*l Consumer Rebutt*l /* (2000, 11, 2015/05/29) */
(The consumer indic*ted he/she ACCEPTED the response from the business.)
Im sorry th*t I did not *nswer your phone c*lls but I do not *nswer 800 number c*lls *s they *re usu*lly telem*rketers, *nd I do not h*ve voice m*il set up. I tried to cont*ct the co. th*t h*d the loc*l *d. they *re the ones th*t told me they could not help me *nd I needed to go to you for *ny future *sst. but th*nk you for t*king c*re *nd crediting my *cct. [redacted] k
Initial Business Response /* (1000, 5, 2015/09/28) */
September 18, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 18, 2015, we received your complaint, dated September 17, 2015, filed...
with the Revdex.com.
You said that your DISH Network account was restarted after you requested that it be disconnected.
Our records indicate that this issue was addressed through the[redacted] Enclosed is a copy of our response for your records.
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
Enclosure
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
September 18, 2015
Mr. [redacted] XXXXX
Re: FCC complaint # XXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 16, 2015, we received your complaint, dated September 15, 2015, filed with the[redacted]
You said that your DISH Network account was restarted without your knowledge and you requested a credit of $33.88.
I attempted to reach you at (XXX) XXX-XXXX on September 16, 17 and 18, 2015, and I left three voicemails.
In my last message, I advised you that a refund of $33.88 was sent to your bank today.
We appreciate you bringing this issue to our attention so we may better investigate it, and we sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (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: [redacted] XXXXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have not recieved any of the correspondence posted on the Revdex.com site, I did check with the credit card company and the statement shows a credit of $33.88 from DISH.
I would like to note that the phone messages left by Mr Simons were not very clear. I did call him back, but he was out, so I left him a message.
We do consider the matter closed.
Final Consumer Response /* (2000, 6, 2015/08/25) */
It has been resolved thank you!
October 13, 2016 Dear Ms. [redacted]: On October 10, 2016, we received your complaint, dated October 8, 2016, filed with the Revdex.com. You disputed the early termination fees associated with your DISH Network account. You said that you were not...
advised of the data caps or monthly rate during your sales call. When we spoke, I advised you that I reviewed your sales call and I found that you were advised of the data caps, monthly rate, and the data split between Anytime and Off-Peak data. However, as the sales agent indicated you could try out the internet while the technician was at your home and he could remove it if you did not like it, I made an exception and waived your internet early termination fee. As no misinformation was provided, I am unable to waive your TV 24-month commitment. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-####
July 10, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 29, 2017, we received your complaint, dated June 28, 2017, filed with the Revdex.com. As I indicated in my email dated July 7, 2017, I am providing you with a written response. You maintain that you are not receiving the same channels after you agreed to a new 24-month commitment. You would like the desired channels back or your term commitment waived. A review of the customer service call from May 24, 2017, found that you contacted us to inquire about the Renewal Offer. The agent advised you that this offer would reduce the cost of the America’s Top 120 Plus package to $64.99 a month ($59.99 with Credit Card AutoPay) and the price would be locked for two years. As you were dissatisfied with the total monthly rate quoted (including equipment fees), you advised the agent that you did not wish to redeem the Renewal Offer. As you requested, the agent deactivated one of your receivers, reducing your monthly rate by $7.00. Please note, during this call no specific channels were discussed or requested. Our records show that you redeemed the Renewal Offer on May 29, 2017, through your online DISH Network account. As a result, a 24-month commitment was added to your account. Please be advised that only the cost of the package was changed: the package itself and channels were not changed. A review of all contact that you made with our Customer Service Department via chat and email indicates that you were no longer receiving [redacted]. You also mentioned that you watch [redacted] and [redacted]. Please be advised that [redacted] and [redacted] are available in your current programming package. Our records confirm that [redacted] and [redacted] were available as a free preview from May 2, 2017, through June 1, 2017. [redacted] was also available as a free preview from June 1, 2017, through July 4, 2017. Please be advised that channels provided in a free preview are not part of your package and will be removed when the free preview ends. As [redacted] and [redacted] are not available in your programming package, we are unable to provide you with these channels without a package upgrade. The term commitment on your account remains valid, as we disclose in our agreements that our programming packages may change at any time. We apologize for any inconvenience this issue may have cause. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:First thank you for your help in this matter. As of today, November 1, 2016 I have NOT received the refund from this business. I did speak to them on October 6th, when they verbally verified an expedited refund, but as I did not receive it I followed that up with a phone conversation on approximately October 20th and was told on that date that they would send to my email a tracking number for the refund they said they issued. I have NOT received an email from them nor a refund check. So neither have they refunded me, nor have they sent the tracking number assigned to this refund to prove that it exists or that they have followed through with what they said they would do.
Sincerely,
[redacted]
Tell us why here...August 24, 2016 Dear Mr. [redacted]: On August 24, 2016, we received your rebuttal, dated August 22, 2016, filed with the Revdex.com. You said that the NFL Network was not restored to your channel lineup. The NFL Network and NFL Redzone channels were restored on August 2, 2016. You are unable to view these channels, as you subscribe to the America’s Top 120 plus package, which does not include them. Please note that we carry the NFL Network and NFL Redzone channels in our America’s Top 200 and Multi-Sport packages. I regret any confusion. As a courtesy, I added the Multi-Sport package to your account free for three months. When the free service ends, you will be billed the regular price. 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###-###-####
February 18, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the dishNET satellite internet service and you requested to be released from your term commitment. We regret that you are dissatisfied with the internet service. When we spoke today, I advised you that I waived your internet early termination fee. You accepted this resolution. Per your request, your internet service will be discontinued on February 22, 2016. You also agreed to return the leased equipment to DISH Network. A return box with label will be delivered to your home by UPS. The return box fee was also waived. 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: [redacted] [redacted]. [redacted] [redacted]Tell us why here...
January 6, 2016 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] 8[redacted] Dear Mr. [redacted]: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com. You maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayed. Please refer to my previous responses, wherein I advised you that I reviewed your technical support chat. A damaged power cord was never reported to DISH Network. The agent never asked you to crawl under a desk. The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting your account. 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: 6:00 am - 2:30 pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com 1020 Cherokee St. Denver, CO 80204 [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.
Sincerely,
[redacted]
Thank You for your assistance in the resolution of this matter. It's encouraging to know that you are there to support consumers when we have to deal with vendors who promise one thing and provide another.Hopefully your action as a conduit will convince them that poor service not only can impact their bottom line but thru your intervention they have the advantage of real quality control and the opportunity to "clean up their act"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.
Sincerely,
Ion [redacted]
Complaint: [redacted]
I am rejecting this response because: Back January 5 there is response the refunds department is checking the status. When I spoke with Ms [redacted], I told her if a check was mailed on November 24, I have been calling since November now we are on January. I am pretty sure that Dish can verify that the check has not been cleared. Now they want me to wait for three weeks before they can reissue another one. I am leaving pay check by pay check. Why it takes more than 4 months for a return check. That is not fair at all.
Sincerely,
[redacted]
January 18, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear Mr. [redacted]: On January 15, 2016, we received your rebuttal, dated January 14, 2016, filed with the Revdex.com. You maintain that you were offered a rate of $43.49 for 25 months. As I stated in my previous response, there is no record of this offer and no further credit will be applied. 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]
*
April 21, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Ms. [redacted]: On April 19, 2016, we received your complaint, dated April 17, 2016, filed with the Revdex.com. You said that your internet service didn’t work. You also indicated that you were told the early termination fee would be waived. You requested the early termination fee be waived and that you are reimbursed for the internet fees. When we spoke by phone, I advised you that our records don’t reflect that you contacted us regarding technical issues with your internet. Furthermore, we have no record of you being told that the early termination fee would be waived. Therefore, I am unable to meet your requests. We consider the charges on your account to be accurate. 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]
December 13, 2017 Mrs. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mrs. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern regarding the early termination fee, claiming that the two-year commitment was not disclosed to you. When we spoke today, I advised you that I made an exception and waived your early termination fee. If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]