May 27, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com). You maintain that I have not returned your calls and that you have not received written documentation of the offers I provided. You also mentioned that your internet service is still at the 10/50 GB package. On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, 2016. When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:55 am MDT., and I informed you that the Revdex.com reply was your written confirmation. I informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy. As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/50 GB for the price of $59.99 for two years or to be released from your 24-month agreement. Your account will remain as is and no changes will be made until you advise me of your decision. Once you have made a choice, you may leave me a message at the phone number provided below. 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
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
August 23, 2016 Dear Mr. and Mrs. [redacted]: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that your online advertisements reflect that we offer Fox HD, but you do not receive it. Therefore,...
you requested to be released from the 24-month agreement. You also expressed concern that your calls have not been returned. A review of this account reveals that this issue was resolved by our Executive Communications Department on August 19, 2016, when a case manager released you from the 24-month agreement and early termination fee. When I spoke with you by telephone today, you confirmed that this issue is resolved. I apologize that your calls were not returned, and I requested that boxes for the return of the equipment be shipped to you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed concern with the DISH Network installation that was completed at your property. You maintain that the installation was unauthorized and that it caused damage to your home. You would like DISH Network to pay for the repairs. Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. Additionally, the customer is required to sign a Service Agreement which indicates that by signing the agreement, they have obtained permission from the landlord. When I spoke with you by phone on April 14, 2016, I advised you that we are unable to provide you with a copy of the agreement because you are not the account holder. 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 ###-###-####
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. This company reimbursed me for the hose. I would like the Revdex.com to close my complaint
Sincerely,
[redacted]
January 25, 2016 Mr. Ruchit [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.com. You stated that your current receiver does not support access to the DISH Anywhere service. You recently expressed interest in accessing this service, so you requested that your equipment be upgraded. You indicated that the customer service you encountered did not meet your expectations. If your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit report. My three attempts to contact you at ###-###-#### and ###-###-#### on January 21, 22 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concerns. To access the DISH Anywhere service, a receiver with Sling and internet access is required. Your current receiver is not compatible, so it would require a receiver upgrade. As previous explained, upgrading your equipment would result in an increase to your monthly bill. These fees are disclosed in the terms of your contract. Additionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requested. Your customer service concerns have been forwarded to the appropriate area to be addressed. I would like to offer you a receiver upgrade at no charge. I can waive the contract extension; however, the monthly fees would apply. Pease contact me at ###-###-#### to accept this offer. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed...
with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX, ext. 30, on July 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $188.99 that was reported to collections by DISH Network. You maintain that you experienced technical issues with your service and you were told that you would have to pay for a technician visit.
Although DISH Network will attempt to resolve reported technical issues by phone, when these attempts fail a technician visit is required. The regular cost of a technician visit is $95.00. If you subscribe to the Protection Plan for $8.00 a month, the cost of the technician visit is reduced to $10.00.
Your service was disconnected for non-payment on August 4, 2014, and your account was left with a service balance of $84.37. Please be advised that we do not show that we received a disconnection request prior to this date. Nonetheless, I removed the service balance from your account.
You were charged $49.00 for an unreturned receiver (model 625) and $49.00 for an unreturned LNBF (eyepiece on the satellite dish). As the receiver is now obsolete, I reversed the unreturned equipment fee. I also waived the unreturned LNBF fee of $49.00, leaving your account with a zero balance. Furthermore, I requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
You requested that the equipment be removed from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As DISH Network does not require the return of the satellite dish, we do not send a technician to remove 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your correspondence, dated June 8, 2015, filed with the...
Revdex.com.
You stated that your DISH Network installation was not completed. As a result, you experienced service issues that led you to disconnect your account within 30 days of the installation. You requested that your early termination fee be waived and you would like a refund for your $52.51 payment.
My three attempts to contact you at (XXX) XXX-XXXX on June 9, 10 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com. However, I did not receive a reply. I have enclosed a copy of that correspondence for your review.
To address your complaint I waived your early termination fee resolving the balance on your disconnected account. Additionally, I issued a refund for your payment of $52.51. Please allow three to five business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
[redacted] Dear Ms. [redacted]: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You also indicated that the signature on the customer agreement sent to you was not yours, and you expressed concern about the level of customer service you received. When we spoke, I informed you that our records indicate you agreed to a new 24-month commitment when you agreed to our Renewal Offer promotion on May 20, 2017. The promotion was accepted through your myDISH.com account. While our records indicate that the fee is valid, as a courtesy, I made an exception and waived your $180.00 early termination fee. I also explained that your customer agreement can be signed by any responsible party that you leave at your residence when your technician is there. The 24-month commitment associated with the agreement to which you referred ended in 2014. Additionally, you have changed the receivers listed on the agreement since that agreement was in effect. As such, the receiver numbers will be different from your current ones. We appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 23, 2017, we received your complaint, dated January 21, 2017, filed with the Revdex.com. You filed this correspondence on behalf of the account holder, Mr. [redacted]. You expressed dissatisfaction with the speed of the satellite internet service and you indicated that technicians could not resolve the matter. You disputed the early termination fee. When we spoke today, I advised you that I made an exception and I waived the internet early termination fee. You accepted this resolution. Per your request, the service was disconnected. You also agreed to return the leased equipment to DISH Network. A return box and label will be sent to Mr. [redacted]’s address by [redacted]. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
[redacted] Dear Ms. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You said that you were supposed to pay only $45.60 per month for two years and you disputed the increased rate. I attempted to reach you at [redacted] on June 7, 8 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. Your recorded sales call was reviewed and we found that our agent disclosed that the America’s Top 120 programming package was $29.99 (including a $30.00 discount) plus tax for 12 months. The agent also explained that this price plus receiver fees and tax came to $45.60 per month for 12 months—not 24 months. In addition, a sales confirmation email was sent to [redacted] on May 3, 2015. This included the disclosures as well as links providing the option to view the agreement prior to the installation. We are unable to honor your request for additional programming discounts. If you would like to discuss the sale of your service, please contact Planetdish COM, at [redacted]. 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]
Initial Business Response /* (1000, 10, 2015/09/21) */
September 9, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 2, 2015, we received your complaint, dated September 1, 2015,...
filed with the Revdex.com.
You said that your credit card account was debited for service after you disconnected your DISH Network account. You requested a full refund rather than the partial refund you were offered.
My attempts to reach you on September 2, 3 and 8, 2015, were unsuccessful so I left three voicemails.
In my last message, I advised you that a full refund for the payment of $146.99 was sent to your bank on September 2, 2015. A review of your call revealed that the agent with whom you spoke may have been reviewing the incorrect account in error.
While we sincerely regret any inconvenience this issue may have caused, we are unable to provide additional reimbursement. Our records indicate that boxes were delivered to your house on September 2, 2015. Please use them to return your leased equipment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I consider everything done with Dish.
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You provided additional information regarding your concerns with the removal of your promotional credits. You indicated that the information is not listed in your...
24-month agreement. Your concerns were previously resolved on January 7, 2016. The account credits were reinstated on your account for the full 24-month commitment period. We again apologize for any inconvenience that this issue may have caused you. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because Dish Network has failed to provide customer satisfaction with their services and customer service. Also, in the writen response they stated my phone call experience was I was not treated rudely which is untrue and bias. This company has thousands of complaints which consist of similar situations. I have also filed a complaint with the FCC and I will go higher until this company learns lawfull practices regarding contracts, billing, and customer support.
Sincerely,
[redacted]
June 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 23, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You said you did not authorize Credit Card AutoPay (CCA). You maintain that as a result of the CCA, you made double payments, and you requested a refund. When we spoke on June 28, 2016, I advised you that the CCA was added to your account through the IVR phone system on October 8, 2015. We sent monthly notices to you at [redacted]@msn.com, detailing the activity on your account. I regret any confusion. We have no record that double payments were collected. We are unable to honor your refund request. Per your request, CCA was removed from your account on June 20, 2016. You informed me that your account will be disconnected on July 1, 2016. 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]
*
May 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your correspondence, dated May 24, 2016, filed with the Revdex.com. You said you are unable to return the leased equipment and you disputed the technician visit cost. When we spoke today, I scheduled a free technician visit for June 6, 2016, between the hours of 8:00 am and 12:00 pm. You accepted this resolution. You also agreed to take the receiver and remote control to a UPS drop-off location. 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]
Complaint: [redacted]
I am rejecting this response because: After initial contact, there has been no additional work or effort done to repair the damage. They have taken no responsibility and do not respond to my further emails. Terrible customer service and terrible work. I have left multiple negative reviews on different websites and have referred this complaint to our local news channel.
Sincerely,
[redacted]
September 13, 2016 Dear Mr. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You indicated that you had an additional Joey receiver installed so that you could receive programming on...
a fourth TV but when it was installed, the installer told you that you would not receive independent programming on it. Therefore, you disconnected your service and disputed that you were charged a $480.00 early termination fee. You requested that the fee be removed, and that we remove this account from collections. When I talked to you by telephone today, I informed you that I reversed the $480.00 early termination fee and notified collections to remove this account from further collection attempts. Additionally, I submitted a refund for $88.49. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
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]
March 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com. You maintain that you were offered refunds but you did not receive them. A review of our records does not reflect any refund offers. You have been provided with credits to your bill totaling $150.82 since your installation, but I was able to find no offers for any sort of repayment. While we regret any confusion, we are unable to submit any refunds for this 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]
May 27, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms. [redacted]: On May 27, 2016, we received your complaint, dated May 26, 2016, filed with the Revdex.com (Revdex.com). You maintain that I have not returned your calls and that you have not received written documentation of the offers I provided. You also mentioned that your internet service is still at the 10/50 GB package. On May 19, 2016, I received a message from you stating that you did not want to accept one of my offers until you received written confirmation: therefore, I honored your request and I provided you with your request on May 18, 2016. When I received two additional messages from you, I returned your calls on May 26, 2016, at 7:55 am MDT., and I informed you that the Revdex.com reply was your written confirmation. I informed you that it was posted to the Revdex.com site on Friday May 20, 2016, and that we also mailed you a hard copy. As advised in my previous response, I provided you with the option to either upgrade your internet service to the 50/50 GB for the price of $59.99 for two years or to be released from your 24-month agreement. Your account will remain as is and no changes will be made until you advise me of your decision. Once you have made a choice, you may leave me a message at the phone number provided below. 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
March 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On March 30, 2016, we received your correspondence, dated March 28, 2016, filed with the Revdex.com. You stated that you contacted DISH Network twice to disconnect your service. You were informed of your early termination fee and you requested that you be sent a paper statement reflecting the charge. This was required to obtain reimbursement from your new service provider. You were not provided the statement as requested. You have made several unsuccessful attempts to resolve the matter and the delay prevented you from receiving the reimbursement. You requested that the balance be resolved and removed from collections. When we spoke today, I apologized for your experience and agreed to waive your early termination fee, as a courtesy. Additionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureaus. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
August 23, 2016 Dear Mr. and Mrs. [redacted]: On August 23, 2016, we received your complaint, dated August 18, 2016, filed with the Revdex.com. You indicated that your online advertisements reflect that we offer Fox HD, but you do not receive it. Therefore,...
you requested to be released from the 24-month agreement. You also expressed concern that your calls have not been returned. A review of this account reveals that this issue was resolved by our Executive Communications Department on August 19, 2016, when a case manager released you from the 24-month agreement and early termination fee. When I spoke with you by telephone today, you confirmed that this issue is resolved. I apologize that your calls were not returned, and I requested that boxes for the return of the equipment be shipped to you. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Dear Ms. [redacted]: ...
On April 13, 2016, we received your complaint, dated April 9, 2016, filed with the Revdex.com. You expressed concern with the DISH Network installation that was completed at your property. You maintain that the installation was unauthorized and that it caused damage to your home. You would like DISH Network to pay for the repairs. Unfortunately, DISH Network will be unable to assist you with your request as this is a landlord/ tenant issue. When a customer sets up new service or moves existing service, they are asked if they rent or own. If a customer advises us that they rent, they are asked to obtain landlord permission before the technician arrives so that they (the customer) can advise the technician what can or cannot be done to the home. Additionally, the customer is required to sign a Service Agreement which indicates that by signing the agreement, they have obtained permission from the landlord. When I spoke with you by phone on April 14, 2016, I advised you that we are unable to provide you with a copy of the agreement because you are not the account holder. 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 ###-###-####
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. This company reimbursed me for the hose. I would like the Revdex.com to close my complaint
Sincerely,
[redacted]
January 25, 2016 Mr. Ruchit [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Mr. [redacted]: On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.com. You stated that your current receiver does not support access to the DISH Anywhere service. You recently expressed interest in accessing this service, so you requested that your equipment be upgraded. You indicated that the customer service you encountered did not meet your expectations. If your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit report. My three attempts to contact you at ###-###-#### and ###-###-#### on January 21, 22 and 25, 2016, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concerns. To access the DISH Anywhere service, a receiver with Sling and internet access is required. Your current receiver is not compatible, so it would require a receiver upgrade. As previous explained, upgrading your equipment would result in an increase to your monthly bill. These fees are disclosed in the terms of your contract. Additionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requested. Your customer service concerns have been forwarded to the appropriate area to be addressed. I would like to offer you a receiver upgrade at no charge. I can waive the contract extension; however, the monthly fees would apply. Pease contact me at ###-###-#### to accept this offer. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
Enclosure cc: Denver / Boulder Revdex.com [redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
July 23, 2015
Ms. [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On July 20, 2015, we received your complaint, dated July 17, 2015, filed...
with the Revdex.com.
Although I received your voicemail, my attempts to contact you by phone at (XXX) XXX-XXXX and (XXX) XXX-XXXX, ext. 30, on July 20, 21 and 22, 2015, were unsuccessful; however, I left three messages.
You expressed concern with the balance of $188.99 that was reported to collections by DISH Network. You maintain that you experienced technical issues with your service and you were told that you would have to pay for a technician visit.
Although DISH Network will attempt to resolve reported technical issues by phone, when these attempts fail a technician visit is required. The regular cost of a technician visit is $95.00. If you subscribe to the Protection Plan for $8.00 a month, the cost of the technician visit is reduced to $10.00.
Your service was disconnected for non-payment on August 4, 2014, and your account was left with a service balance of $84.37. Please be advised that we do not show that we received a disconnection request prior to this date. Nonetheless, I removed the service balance from your account.
You were charged $49.00 for an unreturned receiver (model 625) and $49.00 for an unreturned LNBF (eyepiece on the satellite dish). As the receiver is now obsolete, I reversed the unreturned equipment fee. I also waived the unreturned LNBF fee of $49.00, leaving your account with a zero balance. Furthermore, I requested that any negative information reported to the credit bureaus be removed. Please allow six to eight weeks for processing.
You requested that the equipment be removed from your home. When you agreed to a free installation of the equipment, it did not include the removal of the equipment at the end of our business relationship. As DISH Network does not require the return of the satellite dish, we do not send a technician to remove 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: Monday-Friday, 6:30 am - 3:00 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Business Response /* (1000, 5, 2015/06/15) */
June 11, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On June 9, 2015, we received your correspondence, dated June 8, 2015, filed with the...
Revdex.com.
You stated that your DISH Network installation was not completed. As a result, you experienced service issues that led you to disconnect your account within 30 days of the installation. You requested that your early termination fee be waived and you would like a refund for your $52.51 payment.
My three attempts to contact you at (XXX) XXX-XXXX on June 9, 10 and 11, 2015, were unsuccessful. However, I was able to leave a message and my contact information. I also sent an email to [redacted]@gmail.com. However, I did not receive a reply. I have enclosed a copy of that correspondence for your review.
To address your complaint I waived your early termination fee resolving the balance on your disconnected account. Additionally, I issued a refund for your payment of $52.51. Please allow three to five business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at (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]
December 28, 2017 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com. You disputed the early termination fee associated with your DISH Network account. You also indicated that the signature on the customer agreement sent to you was not yours, and you expressed concern about the level of customer service you received. When we spoke, I informed you that our records indicate you agreed to a new 24-month commitment when you agreed to our Renewal Offer promotion on May 20, 2017. The promotion was accepted through your myDISH.com account. While our records indicate that the fee is valid, as a courtesy, I made an exception and waived your $180.00 early termination fee. I also explained that your customer agreement can be signed by any responsible party that you leave at your residence when your technician is there. The 24-month commitment associated with the agreement to which you referred ended in 2014. Additionally, you have changed the receivers listed on the agreement since that agreement was in effect. As such, the receiver numbers will be different from your current ones. We appreciate your feedback concerning your experience; it will be used to improve our agents’ interactions with our customers. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7312. Sincerely, Dave S[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri (720) 514-7312 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
January 23, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On January 23, 2017, we received your complaint, dated January 21, 2017, filed with the Revdex.com. You filed this correspondence on behalf of the account holder, Mr. [redacted]. You expressed dissatisfaction with the speed of the satellite internet service and you indicated that technicians could not resolve the matter. You disputed the early termination fee. When we spoke today, I advised you that I made an exception and I waived the internet early termination fee. You accepted this resolution. Per your request, the service was disconnected. You also agreed to return the leased equipment to DISH Network. A return box and label will be sent to Mr. [redacted]’s address by [redacted]. 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 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
June 9, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On June 2, 2016, we received your complaint, dated June 1, 2016, filed with the Revdex.com. You said that you were supposed to pay only $45.60 per month for two years and you disputed the increased rate. I attempted to reach you at [redacted] on June 7, 8 and 9, 2016. I left three voice messages. Although you returned my call, we were unable to speak directly. Your recorded sales call was reviewed and we found that our agent disclosed that the America’s Top 120 programming package was $29.99 (including a $30.00 discount) plus tax for 12 months. The agent also explained that this price plus receiver fees and tax came to $45.60 per month for 12 months—not 24 months. In addition, a sales confirmation email was sent to [redacted] on May 3, 2015. This included the disclosures as well as links providing the option to view the agreement prior to the installation. We are unable to honor your request for additional programming discounts. If you would like to discuss the sale of your service, please contact Planetdish COM, at [redacted]. 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]
Initial Business Response /* (1000, 10, 2015/09/21) */
September 9, 2015
Mr. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On September 2, 2015, we received your complaint, dated September 1, 2015,...
filed with the Revdex.com.
You said that your credit card account was debited for service after you disconnected your DISH Network account. You requested a full refund rather than the partial refund you were offered.
My attempts to reach you on September 2, 3 and 8, 2015, were unsuccessful so I left three voicemails.
In my last message, I advised you that a full refund for the payment of $146.99 was sent to your bank on September 2, 2015. A review of your call revealed that the agent with whom you spoke may have been reviewing the incorrect account in error.
While we sincerely regret any inconvenience this issue may have caused, we are unable to provide additional reimbursement. Our records indicate that boxes were delivered to your house on September 2, 2015. Please use them to return your leased equipment.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I consider everything done with Dish.
Dear Ms. [redacted]: On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.com. You provided additional information regarding your concerns with the removal of your promotional credits. You indicated that the information is not listed in your...
24-month agreement. Your concerns were previously resolved on January 7, 2016. The account credits were reinstated on your account for the full 24-month commitment period. We again apologize for any inconvenience that this issue may have caused you. 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 ###-###-####
Complaint: [redacted]
I am rejecting this response because Dish Network has failed to provide customer satisfaction with their services and customer service. Also, in the writen response they stated my phone call experience was I was not treated rudely which is untrue and bias. This company has thousands of complaints which consist of similar situations. I have also filed a complaint with the FCC and I will go higher until this company learns lawfull practices regarding contracts, billing, and customer support.
Sincerely,
[redacted]
June 29, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 23, 2016, we received your correspondence, dated June 21, 2016, filed with the Revdex.com. You said you did not authorize Credit Card AutoPay (CCA). You maintain that as a result of the CCA, you made double payments, and you requested a refund. When we spoke on June 28, 2016, I advised you that the CCA was added to your account through the IVR phone system on October 8, 2015. We sent monthly notices to you at [redacted]@msn.com, detailing the activity on your account. I regret any confusion. We have no record that double payments were collected. We are unable to honor your refund request. Per your request, CCA was removed from your account on June 20, 2016. You informed me that your account will be disconnected on July 1, 2016. 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]
*
May 31, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On May 26, 2016, we received your correspondence, dated May 24, 2016, filed with the Revdex.com. You said you are unable to return the leased equipment and you disputed the technician visit cost. When we spoke today, I scheduled a free technician visit for June 6, 2016, between the hours of 8:00 am and 12:00 pm. You accepted this resolution. You also agreed to take the receiver and remote control to a UPS drop-off location. 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]
Complaint: [redacted]
I am rejecting this response because: After initial contact, there has been no additional work or effort done to repair the damage. They have taken no responsibility and do not respond to my further emails. Terrible customer service and terrible work. I have left multiple negative reviews on different websites and have referred this complaint to our local news channel.
Sincerely,
[redacted]
September 13, 2016 Dear Mr. [redacted]: On September 6, 2016, we received your complaint, dated September 2, 2016, filed with the Revdex.com. You indicated that you had an additional Joey receiver installed so that you could receive programming on...
a fourth TV but when it was installed, the installer told you that you would not receive independent programming on it. Therefore, you disconnected your service and disputed that you were charged a $480.00 early termination fee. You requested that the fee be removed, and that we remove this account from collections. When I talked to you by telephone today, I informed you that I reversed the $480.00 early termination fee and notified collections to remove this account from further collection attempts. Additionally, I submitted a refund for $88.49. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT ###-###-####
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]
March 7, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr. [redacted]: On March 4, 2016, we received your complaint, dated February 28, 2016, filed with the Revdex.com. You maintain that you were offered refunds but you did not receive them. A review of our records does not reflect any refund offers. You have been provided with credits to your bill totaling $150.82 since your installation, but I was able to find no offers for any sort of repayment. While we regret any confusion, we are unable to submit any refunds for this 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: 6:00 am - 2:30 pm (MDT), Mon-Fri [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted]