[redacted] Dear Mr. [redacted]: On May 15, 2017, we received your correspondence, dated May 14, 2017, filed with the Revdex.com. You maintain that you are receiving an excessive amount of emails from DISH Network. Our record reveal that we sent emails to [redacted] informing you of the activity on your account. If you are receiving unwanted advertisements, you may select the unsubscribe option on the bottom of the email to cease contact in this form. I also added your email address to our internal Do Not Contact list. When we spoke today, I offered to remove your email address from the account. However, you are currently enrolled in eAutoPay and you are receiving a monthly $5.00 credit. I informed you that if electronic statements is removed from your account, the credit will also be removed. Per your request, I made no changes to your account. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:The individual writing the letter admitted by phone that he was unable to retrieve the recording in which their employee indicated termination fees would be waived. It is only fair to waive early termination fees under the circumstances, since the services and prices provided to me were both falsified. The services they said they would provide to me were unable to be provided according to their installer. When I asked why their employee would falsify information to make a sale, "[redacted]" indicated the person that provided the information was not their employee. How can someone who does not work for them represent the company, provide false information, and contract with consumers based on inaccurate information?As far as equipment return, we followed their instructions. If they did not receive it, I believe they should follow up since Dish Network determined how the equipment should be returned, and refused to pick it up themselves. We left the boxes of equipment on the porch for pick up. We have no information to track the boxes since Dish Network set up the pick-up and delivery.
The services received from Dish Network were paid for in full by me. I also had to pay another company for duplicate services since their ability to provide the services was not true, and I had to pay $100 per their instructions for a "[redacted]" I was unable to use, again, according to their installer.If anyone owes money in this case, Dish Network should refund a portion of services I was unable to use, and the cost of the "[redacted]".
Sincerely,
[redacted]
February 25, 2016 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $62.00 a month for two years and that you did not receive the free movies channels that you were offered. You also indicated that your scheduled installation was missed and you requested to receive a time-without-service credit. A review of the sales call reveals that you were quoted a price of $63.99 which included the America’s Top 120 Plus package and three TVs. However, you chose to upgrade the programming package to the America’s Top 200 and the sales agent quoted you a price of $78.99 plus tax and you accepted it. The sales agent did not offer you any free movie channels. The sales agent also told you that the installation was scheduled for October 28, 2015, between the hours of 8:00 am and 12:00 pm. You system was installed on the scheduled date. We only bill for the time the service is activated. There are no reports of technical issues reported on your account; therefore, we cannot honor your request for a time-without-service credit. When I spoke with you by telephone today, I offered you two movie packages free for one month, but you declined the offer. This account was established under the Digital Home Advantage (DHA) 24-month agreement which includes leased equipment. If the 24-month agreement is not fulfilled, you will be subject to an early termination fee. Additionally, the leased Hopper and Joey receivers are required to be returned to avoid unreturned equipment fees. You terminated the call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Tell us why here...
February 22, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installation. You requested that a different technician mount your TV at a time of your choosing. You said you were supposed to be billed $199.00 for the TV Bracket and installation and you disputed the additional cost. You also expressed concern that a standard remote control was ordered and not a voice remote control. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. Our records show that the second technician visit was completed on February 21, 2016. You were billed $166.00 plus tax for the TV Bracket and the installation, as courtesy credits were applied. The $20.00 remote control fee was also removed. The balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, 2016. We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
October 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015,...
filed with the Revdex.com.
You said that you experienced technical issues and you were advised by DISH Network agents that nothing could be done.
When we spoke, I scheduled a technician visit for you for October 30, 2015.
Please note that a review of your technical support call revealed that you were not advised that nothing could be done for this issue; the agent requested that you contact us when the issue was occurring so that we might better diagnose and resolve it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
[redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 4, 2016, filed with the Revdex.com. You indicated that you do not get the same programming that was on the same channels you had with your previous TV provider. You requested to be released from the 24-month agreement. When I spoke with you by telephone today, I explained that while DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. The scheduled programming is the sole responsibility of the programming provider. During our conversation, I discovered that it was not the channels programming that you were concerned with, but a feature that you were referring to--a feature that was available with your previous TV provider and not with ours. I agreed to release you from your 24-month agreements to internet and TV service and I waived both early termination fees. I disconnected your service per your request, and I advised you to return the Hopper, Joey receivers, remotes, modem and TRIA to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that you were told that your monthly rates for your DISH Network accounts would remain the same for 12 months. When we spoke, you advised me that you did not wish to discuss the issue any further so I advised you that I would provide you with a written response. A review of the call to which you referred did not reveal that you were offered a guaranteed rate for 12 months, but you were offered a monthly credit of $10.00 for 12 months, which was applied. Your accounts have received multiple monthly adjustments and, as such, we are unable to continue providing discounted programming. While we sincerely regret any confusion or inconvenience, as no offer for a guaranteed rate was provided, we are unable to apply additional adjustments to your accounts. 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.
Complaint: 11032284
I am rejecting this response because: Those boxes and remotes have been returned so please don't say what you're going to charge if you want to be sued! The remaining balance has also been paid so there is no need to return a response! Dish is terrible and I will never recommend any for services.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 26, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with the Better...
Business Bureau.
You stated that your recent DISH Network equipment upgrade was handled poorly. As a longtime customer, you were displeased with the equipment you were originally provided and the upgrade offers made to you. Additionally, you had to do a second upgrade to get an HD DVR receiver and the technician visit cannot be completed until July 29, 2015. You requested that your appointment be expedited. You would like three free months of service and some premium programming promotional offers for the inconvenience you have experienced.
When we spoke today, I apologized for your experience. I explained that we are unable to change your current appointment. I provided you a $20.00 credit for the next 12 months, HD free for for the life of your account and free premium programming promotions for three months. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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]
*
December 23, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. Lloyd:
On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to...
contact you at [redacted] on December 18, 21 and 23, 2015, and I left three messages.
You maintain that we debited your debit/credit card in the amount of $380.00 on December 10, 2015, for an account that did not belong to you. You requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors.
In order to research your claim, I need more information. Since you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
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 appreciate the way Ana V[redacted], upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In 16 years with DISH, I never had any issues with the service itself. All DISH equipment requested has been returned via UPS - Tracking number: [redacted]. The equipment was delivered to DISH on Dec 28, 2017 according to UPS website.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your complaint, dated May 28, 2015, filed with the...
Revdex.com.
You maintain that you were unaware of the 24-month commitment that you were enrolled in and disputed the $300.00 early termination fee.
Please note our sales representatives are required to disclose the 24-month commitment.
A review of this account reveals that we sent you an email sales confirmation to [redacted]@aol.com. This sales confirmation included the disclosures as well as a link providing the option to view the agreement prior to the installation.
As an exception, I removed the $300.00 early termination fee, the $49.00 LNBF fee and $25.88 in tax. The remaining balance of $107.95 is for service rendered.
You also disputed that DISH Network requires a subpoena to release account calls and documentation. We regret that you do not agree with our policy and procedures.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
Mr. [redacted]
XXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 3, 2015, filed with the...
Revdex.com.
You indicated that you moved and DISH Network is not allowed at your current residence. For this reason, you requested to be released from the 24-month commitment. You also mentioned the customer service you received.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed).
When I spoke with you by telephone today, I informed you that DHA agreement states that you are bound by the agreement if you change your residence. Nevertheless, as an exception I removed the $260.00 early termination fee. The remaining balance of $87.24 is for service rendered and includes two $10.00 box return fees.
I apologize on behalf of DISH Network for the customer service you received. We regret that this experience was unfavorable and we thank you for bringing this issue to our attention
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 3, 2016 = Dear Mr. and Mrs. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that you were promised a monthly rate of $32.95 for 12 months, but your rate increased. ...
You requested a refund for all payments made over $32.95. When we spoke, I advised you that you were receiving a monthly $5.00 courtesy credit which ended with your August 2016 bill. I reviewed your February 21, 2016, chat wherein you requested to have your monthly rate reduced. The agent with whom you chatted offered a monthly $5.00 credit for six months, which you accepted. I also reviewed your calls from October and December 2015, and March and September 2016. Each call is a request for monthly adjustments. I also advised you when we spoke that your bill has been adjusted to some extent for over two years straight. As such, your account is no longer eligible for any adjustments. 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 ###-###-####
December 2, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com. You indicated that you submitted a payment of $110.00 but that we automatically collected the full amount due after you made the payment. You have not received a refund for the overpayment and you said that it was issued to the incorrect bank account. In addition, you mentioned that you have not received a return call from a supervisor. When I spoke with you by telephone today, I explained that we automatically collected the full amount due of $195.51 on October 28, 2016, because you were enrolled in Credit Card AutoPay (CCA). The manual payment of $110.00 was not submitted until October 29, 2016. A refund for $100.00 was issued on November 3, 2016, to your credit card account ending in 2370, which is the bank card that the payment was processed through. I apologize for the customer service you received. We will investigate this and address it internally. Thank you for the feedback. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on February 1, 2 and 3, 2016, were unsuccessful, and there was no option to leave a message. You expressed concern...
with the balance of $734.42 on your account and the collection calls that you are receiving. You maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your dispute. Your internet and TV services were activated on June 8, 2015, with a 24-month commitment for each service. Enclosed are copies of the contractual agreements for your review. Our records reveal that the only contact we received was related to your internet service. You were dissatisfied with the speed and data limitations. You opted to cancel both your TV and internet services on October 22, 2015. Since your term commitments were not fulfilled, early termination fees of $350.00 and $400.00 were applied for the internet and TV services, respectively. Because the balance was not paid, your account was referred to collections on December 4, 2015. I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains valid. The new balance due on your account is $355.54 Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains valid. 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 ###-###-####
June 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment. Your service was activated on June 17, 2015, with a 24-month commitment. Please be advised that DISH Pause will extend the term commitment by the number of months that your service is paused. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your account. As you requested, I disconnected your service. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
June 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. You said that your service was put on DISH Pause for three months and that it was restored without your knowledge. You expressed concern regarding being billed for services you were not receiving. When we spoke, I told you that we sent an email to you at [redacted]@yahoo.com on March 29, 2016, explaining the DISH Pause process. However, as a courtesy, I agreed to apply a time-without-service credit of $56.55 to your account. You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary funds. I advised you that the payment in question was made through our web-based application. Nonetheless, I agreed to provide you with a $150.00 refund as an exception. Please allow 2-3 business days for processing the refund to your credit card account. I also informed you that the two credits of $10.00 you were offered have been applied to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
May 19, 2017 [redacted]
[redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On May 15, 2017, we received your correspondence, dated May 14, 2017, filed with the Revdex.com. You maintain that you are receiving an excessive amount of emails from DISH Network. Our record reveal that we sent emails to [redacted] informing you of the activity on your account. If you are receiving unwanted advertisements, you may select the unsubscribe option on the bottom of the email to cease contact in this form. I also added your email address to our internal Do Not Contact list. When we spoke today, I offered to remove your email address from the account. However, you are currently enrolled in eAutoPay and you are receiving a monthly $5.00 credit. I informed you that if electronic statements is removed from your account, the credit will also be removed. Per your request, I made no changes to your account. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:The individual writing the letter admitted by phone that he was unable to retrieve the recording in which their employee indicated termination fees would be waived. It is only fair to waive early termination fees under the circumstances, since the services and prices provided to me were both falsified. The services they said they would provide to me were unable to be provided according to their installer. When I asked why their employee would falsify information to make a sale, "[redacted]" indicated the person that provided the information was not their employee. How can someone who does not work for them represent the company, provide false information, and contract with consumers based on inaccurate information?As far as equipment return, we followed their instructions. If they did not receive it, I believe they should follow up since Dish Network determined how the equipment should be returned, and refused to pick it up themselves. We left the boxes of equipment on the porch for pick up. We have no information to track the boxes since Dish Network set up the pick-up and delivery.
The services received from Dish Network were paid for in full by me. I also had to pay another company for duplicate services since their ability to provide the services was not true, and I had to pay $100 per their instructions for a "[redacted]" I was unable to use, again, according to their installer.If anyone owes money in this case, Dish Network should refund a portion of services I was unable to use, and the cost of the "[redacted]".
Sincerely,
[redacted]
February 25, 2016 Mr. [redacted]
[redacted] [redacted]
Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On February 19, 2016, we received your complaint, dated February 18, 2016, filed with the Revdex.com. You maintain that you were quoted a price of $62.00 a month for two years and that you did not receive the free movies channels that you were offered. You also indicated that your scheduled installation was missed and you requested to receive a time-without-service credit. A review of the sales call reveals that you were quoted a price of $63.99 which included the America’s Top 120 Plus package and three TVs. However, you chose to upgrade the programming package to the America’s Top 200 and the sales agent quoted you a price of $78.99 plus tax and you accepted it. The sales agent did not offer you any free movie channels. The sales agent also told you that the installation was scheduled for October 28, 2015, between the hours of 8:00 am and 12:00 pm. You system was installed on the scheduled date. We only bill for the time the service is activated. There are no reports of technical issues reported on your account; therefore, we cannot honor your request for a time-without-service credit. When I spoke with you by telephone today, I offered you two movie packages free for one month, but you declined the offer. This account was established under the Digital Home Advantage (DHA) 24-month agreement which includes leased equipment. If the 24-month agreement is not fulfilled, you will be subject to an early termination fee. Additionally, the leased Hopper and Joey receivers are required to be returned to avoid unreturned equipment fees. You terminated the call. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted]. [redacted] [redacted] [redacted]
Tell us why here...
February 22, 2016 Mr. and Mrs. [redacted] and [redacted] [redacted] Re: Revdex.com Complaint # [redacted]...
[redacted] Dear Mr. and Mrs. [redacted]: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com. You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installation. You requested that a different technician mount your TV at a time of your choosing. You said you were supposed to be billed $199.00 for the TV Bracket and installation and you disputed the additional cost. You also expressed concern that a standard remote control was ordered and not a voice remote control. I attempted to reach you at [redacted] on February 18, 19 and 22, 2016. I left three voice messages. Although you returned my call we were unable to speak directly. Our records show that the second technician visit was completed on February 21, 2016. You were billed $166.00 plus tax for the TV Bracket and the installation, as courtesy credits were applied. The $20.00 remote control fee was also removed. The balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, 2016. We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal review. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Initial Business Response /* (1000, 5, 2015/11/03) */
October 27, 2015
[redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 27, 2015, we received your complaint, dated October 26, 2015,...
filed with the Revdex.com.
You said that you experienced technical issues and you were advised by DISH Network agents that nothing could be done.
When we spoke, I scheduled a technician visit for you for October 30, 2015.
Please note that a review of your technical support call revealed that you were not advised that nothing could be done for this issue; the agent requested that you contact us when the issue was occurring so that we might better diagnose and resolve it.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
July 11, 2016 Ms. [redacted]. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 7, 2016, we received your complaint, dated July 4, 2016, filed with the Revdex.com. You indicated that you do not get the same programming that was on the same channels you had with your previous TV provider. You requested to be released from the 24-month agreement. When I spoke with you by telephone today, I explained that while DISH Network provides the forum through which you receive the programming, we do not determine the content of that programming. The scheduled programming is the sole responsibility of the programming provider. During our conversation, I discovered that it was not the channels programming that you were concerned with, but a feature that you were referring to--a feature that was available with your previous TV provider and not with ours. I agreed to release you from your 24-month agreements to internet and TV service and I waived both early termination fees. I disconnected your service per your request, and I advised you to return the Hopper, Joey receivers, remotes, modem and TRIA to avoid unreturned equipment fees. Please keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
Tell us why here...July 12, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On July 8, 2016, we received your complaint, dated July 6, 2016, filed with the Revdex.com. You said that you were told that your monthly rates for your DISH Network accounts would remain the same for 12 months. When we spoke, you advised me that you did not wish to discuss the issue any further so I advised you that I would provide you with a written response. A review of the call to which you referred did not reveal that you were offered a guaranteed rate for 12 months, but you were offered a monthly credit of $10.00 for 12 months, which was applied. Your accounts have received multiple monthly adjustments and, as such, we are unable to continue providing discounted programming. While we sincerely regret any confusion or inconvenience, as no offer for a guaranteed rate was provided, we are unable to apply additional adjustments to your accounts. 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.
Complaint: 11032284
I am rejecting this response because: Those boxes and remotes have been returned so please don't say what you're going to charge if you want to be sued! The remaining balance has also been paid so there is no need to return a response! Dish is terrible and I will never recommend any for services.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
June 26, 2015
Mr. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 26, 2015, we received your complaint, dated June 25, 2015, filed with the Better...
Business Bureau.
You stated that your recent DISH Network equipment upgrade was handled poorly. As a longtime customer, you were displeased with the equipment you were originally provided and the upgrade offers made to you. Additionally, you had to do a second upgrade to get an HD DVR receiver and the technician visit cannot be completed until July 29, 2015. You requested that your appointment be expedited. You would like three free months of service and some premium programming promotional offers for the inconvenience you have experienced.
When we spoke today, I apologized for your experience. I explained that we are unable to change your current appointment. I provided you a $20.00 credit for the next 12 months, HD free for for the life of your account and free premium programming promotions for three months. You accepted this resolution.
I am happy we were able to resolve this issue to your satisfaction. DISH Network values you as a customer and we appreciate your continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
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]
*
December 23, 2015
Ms. [redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. Lloyd:
On December 17, 2015, we received your complaint, dated December 14, 2015, filed with the Revdex.com.
I unsuccessfully attempted to...
contact you at [redacted] on December 18, 21 and 23, 2015, and I left three messages.
You maintain that we debited your debit/credit card in the amount of $380.00 on December 10, 2015, for an account that did not belong to you. You requested a refund on December 11, 2015, and expressed concern with the information you received from customer service agents and supervisors.
In order to research your claim, I need more information. Since you indicated that the DISH Network account does not belong to you, please contact me directly with the debit/credit card number so that I can locate the account it is attached to.
I apologize on behalf of DISH Network for the customer service you received.
If there are further questions or concerns about this issue, please feel free to contact me at [redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
[redacted]
cc: Denver / Boulder Revdex.com
[redacted]
[redacted]
[redacted]
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 appreciate the way Ana V[redacted], upon DISH's behalf, handle my complaint and because of it, I would gladly return to DISH in the future when their offerings are more in line with my personal taste.In 16 years with DISH, I never had any issues with the service itself. All DISH equipment requested has been returned via UPS - Tracking number: [redacted]. The equipment was delivered to DISH on Dec 28, 2017 according to UPS website.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/04) */
June 3, 2015
[redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 1, 2015, we received your complaint, dated May 28, 2015, filed with the...
Revdex.com.
You maintain that you were unaware of the 24-month commitment that you were enrolled in and disputed the $300.00 early termination fee.
Please note our sales representatives are required to disclose the 24-month commitment.
A review of this account reveals that we sent you an email sales confirmation to [redacted]@aol.com. This sales confirmation included the disclosures as well as a link providing the option to view the agreement prior to the installation.
As an exception, I removed the $300.00 early termination fee, the $49.00 LNBF fee and $25.88 in tax. The remaining balance of $107.95 is for service rendered.
You also disputed that DISH Network requires a subpoena to release account calls and documentation. We regret that you do not agree with our policy and procedures.
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/11) */
June 9, 2015
Mr. [redacted]
XXX XXth [redacted] XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 9, 2015, we received your complaint, dated June 3, 2015, filed with the...
Revdex.com.
You indicated that you moved and DISH Network is not allowed at your current residence. For this reason, you requested to be released from the 24-month commitment. You also mentioned the customer service you received.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement (copy enclosed).
When I spoke with you by telephone today, I informed you that DHA agreement states that you are bound by the agreement if you change your residence. Nevertheless, as an exception I removed the $260.00 early termination fee. The remaining balance of $87.24 is for service rendered and includes two $10.00 box return fees.
I apologize on behalf of DISH Network for the customer service you received. We regret that this experience was unfavorable and we thank you for bringing this issue to our attention
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 through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
October 3, 2016 = Dear Mr. and Mrs. [redacted]: On September 29, 2016, we received your complaint, dated September 28, 2016, filed with the Revdex.com. You said that you were promised a monthly rate of $32.95 for 12 months, but your rate increased. ...
You requested a refund for all payments made over $32.95. When we spoke, I advised you that you were receiving a monthly $5.00 courtesy credit which ended with your August 2016 bill. I reviewed your February 21, 2016, chat wherein you requested to have your monthly rate reduced. The agent with whom you chatted offered a monthly $5.00 credit for six months, which you accepted. I also reviewed your calls from October and December 2015, and March and September 2016. Each call is a request for monthly adjustments. I also advised you when we spoke that your bill has been adjusted to some extent for over two years straight. As such, your account is no longer eligible for any adjustments. 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 ###-###-####
December 2, 2016 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On November 29, 2016, we received your complaint, dated November 28, 2016, filed with the Revdex.com. You indicated that you submitted a payment of $110.00 but that we automatically collected the full amount due after you made the payment. You have not received a refund for the overpayment and you said that it was issued to the incorrect bank account. In addition, you mentioned that you have not received a return call from a supervisor. When I spoke with you by telephone today, I explained that we automatically collected the full amount due of $195.51 on October 28, 2016, because you were enrolled in Credit Card AutoPay (CCA). The manual payment of $110.00 was not submitted until October 29, 2016. A refund for $100.00 was issued on November 3, 2016, to your credit card account ending in 2370, which is the bank card that the payment was processed through. I apologize for the customer service you received. We will investigate this and address it internally. Thank you for the feedback. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Dear Mr. [redacted]: On February 1, 2016, we received your complaint, dated February 1, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on February 1, 2 and 3, 2016, were unsuccessful, and there was no option to leave a message. You expressed concern...
with the balance of $734.42 on your account and the collection calls that you are receiving. You maintain that you disputed your contractual agreement; however, you did not provide additional details regarding your dispute. Your internet and TV services were activated on June 8, 2015, with a 24-month commitment for each service. Enclosed are copies of the contractual agreements for your review. Our records reveal that the only contact we received was related to your internet service. You were dissatisfied with the speed and data limitations. You opted to cancel both your TV and internet services on October 22, 2015. Since your term commitments were not fulfilled, early termination fees of $350.00 and $400.00 were applied for the internet and TV services, respectively. Because the balance was not paid, your account was referred to collections on December 4, 2015. I made an exception and reversed the early termination fee for your internet service; however, the early termination fee for your TV service remains valid. The new balance due on your account is $355.54 Please be advised that while I requested the collection agency cease contacting you, the balance on your account remains valid. 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 ###-###-####
June 26, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear [redacted]: On June 19, 2017, we received your complaint, dated June 17, 2017, filed with the Revdex.com. You expressed concern with the early termination fee to disconnect your service. You indicated that when you placed your service on DISH Pause, you were not told that the months on pause would not count towards the term commitment. Your service was activated on June 17, 2015, with a 24-month commitment. Please be advised that DISH Pause will extend the term commitment by the number of months that your service is paused. We appreciate that you brought your concerns to our attention so we may address them internally with the appropriate personnel. When I spoke with you by phone on June 21, 2017, I advised you that I waived the term commitment on your account. As you requested, I disconnected your service. 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]
June 9, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 7, 2016, we received your complaint, dated June 5, 2016, filed with the Revdex.com. You said that your service was put on DISH Pause for three months and that it was restored without your knowledge. You expressed concern regarding being billed for services you were not receiving. When we spoke, I told you that we sent an email to you at [redacted]@yahoo.com on March 29, 2016, explaining the DISH Pause process. However, as a courtesy, I agreed to apply a time-without-service credit of $56.55 to your account. You also expressed concern that a payment was debited from your credit card account that didn’t have the necessary funds. I advised you that the payment in question was made through our web-based application. Nonetheless, I agreed to provide you with a $150.00 refund as an exception. Please allow 2-3 business days for processing the refund to your credit card account. I also informed you that the two credits of $10.00 you were offered have been applied to your account. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]