Complaint: [redacted]
I am rejecting this response because: Again what is being stated is incorrect. If all the calls are recorded then going to the initial call would prove what I am saying to be correct and true but of course THAT call is unavailable. Again, there was never a service issue. We've lost signal maybe once or twice but never called to complain about it. The account is cancelled and I am happier knowing that I no longer have to deal with such a dishonest company and dishonest people such as this person who comes in at the end of the conversation and pretends to know everything that happened since day one but hasn't the slightest clue and can't even get the complaint correct.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]still not being given what I signed up for or paying. Also dish is false advertising in there paper flyers in the news paper saying local channels included. There is only two options that will satisfy me are resuming programming for channel 2 and 31 or releasing me from my contact with no early termination fees
[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you understood you would have access to all the same programming you received from your previous provider. You have found this not to be true. Additionally, you indicated that when you attempted to address the matter, the customer service you experienced did not meet your expectations. You requested access to the programming in question or that your account be disconnected without penalty. When we spoke, I advised you that DISH Network does not offer the programming that you requested and I apologized for your experience. As your signature was not electronically captured on your contract, I waived your early termination fee. You accepted this resolution and you agreed to contact DISH Network when you’re ready to disconnect 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 22, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you were offered a $200.00 gift card. You never received the gift card and your attempts to resolve the matter were unsuccessful. You requested that you be provided the gift card you were offered. My three attempts to contact you at [redacted] and (989) 820-6152 on January 22, 25 and 26, 2016, were unsuccessful. However, I left a message and my contact information. I also sent an email to you at [redacted]@hotmail.com (copy enclosed), but I have not received a response. To address your complaint, I have applied a $50.00 monthly credit to your account for four months. 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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 4, 2015
Mr. [redacted]
XXXXX W. Bates Ave.
Lakewood, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the Better...
Business Bureau.
I attempted to contact you at (XXX) XXX-XXXX on June 2, 3 and 4, 2014, and I left three messages.
You maintain that you canceled your DISH Network services because you are moving out of the country. You requested that the early termination fees be waived.
I listened to the call recording from May 3, 2015. The reason you provided for canceling your account was that your wife works for Comcast and you will be receiving a significant discount for their service. There was no mention of you moving out of the country.
A review of your account reveals that the commitment associated with the internet service is valid; however, I waived the early termination fee in the interest of customer service. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: They have simply used the same wording everyone else on the customer service department is been trained to use. I am going to be on the lookout for the competition which should be releasing similar technology soon and remember about how DISH works to retain current customers.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/25) */
November 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 20, 2015, we received your correspondence, dated November 19, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $75.00 for service that the technician was unable to install. You expressed concern with the time required to receive your refund and the technician's failure to provide you with notification that the installation was not completed. You requested that these concerns be addressed.
When I spoke with Mr. [redacted] today, he confirmed that you received your refund and that they consider the matters to be closed.
We apologize for your experience and any inconvenience that our refund approval process may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
[redacted] Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you have been getting a black screen on your TV and that it is affecting your recordings. You requested that we release you from your contract. When we spoke, I advised you that I will send a technician to attempt to resolve the issue. I scheduled a free appointment and I requested that you contact me if the problem continues after the visit is completed. If the issue persists, I will honor your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
*
[redacted]
[redacted] Dear Ms. [redacted]: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com. You said that you were guaranteed a price of $66.00 per month for our America’s Top 250 and five premium packages. I attempted to reach you at [redacted] on May 13, 16 and 17, 2016, and I left three voicemails, In my last message, I advised you that DISH Network does not have a promotion with the benefits you described. Our records indicate that you initiated your account under our first year savings promotion which provided you with the DISH Movie Pack (formerly known as Blockbuster @Home), HBO, Cinemax, Showtime, and Starz free for three months, and a monthly credit which brought your monthly rate for the America’s Top 250 programming package to $39.99 (plus tax) for the first year. After the first year, the promotional credits ended. If you review your bills for the first year, you will note that beside each month’s credits a countdown is provided (“1 of 12”, “2 of 12”, etc.). Please note that DISH Network did offer a two-year price guarantee; however, your monthly rate would not have been discounted. This promotion would have locked in the then-current monthly rate for two years. As such, we are unable to honor your request for a $300.00 credit or for a monthly adjustment to bring your rate to $66.00 per month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] [redacted] [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.
Sincerely,
[redacted]
January 19, 2016 Mr. and Mrs. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On January 15, 2016, we received your correspondence, dated January 14, 2016, filed with the Revdex.com. You said you experienced service loss and these issues have not been resolved due to missed technician visits. You requested programming credits. When we spoke today, I advised you that I reviewed your recorded calls and found that you reported technical issues with the Solo HD receiver on October 28, 2015. A free technician visit was completed on October 29, 2015. You also called on November 8, 2015, and reported technical issues with the same receiver. During this call, a technician visit was scheduled and the agent offered you a time without service credit once the issue is resolved. However, the appointment was canceled. No technical issues were reported until you filed this correspondence. As a result, no credits were applied. I scheduled a free technician visit for January 24, 2016, from 12 pm to 5 pm. You currently have one HD DVR 722 Duo receiver and one HD solo receiver active for a total of three independent TV connections. You are billed $7.00 per month for the HD solo receiver. You disagreed with your account records and terminated the call. Although you reported issues with only the solo HD receiver, I made an exception and applied a one-month credit of $113.99 to your account. No additional credit is warranted. 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] [redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 27, 2017, we received your complaint, dated September 26, 2017, filed with the Revdex.com. You expressed concern with the balance that was reported to collections by DISH Network for unreturned equipment. You maintain that the equipment was returned to [redacted]. You would like the balance removed. Your DISH Network service was activated on December 26, 2015, with a 24-month commitment through [redacted]. Although DISH Network’s service charges were sent to [redacted] for billing purposes, your service and equipment was still provided by DISH Network. Therefore, the equipment was required to be returned to DISH Network upon disconnected. Your service was unbundled from [redacted] on February 24, 2017. As a result, DISH Network began to bill you directly for our services. Your service was disconnected on May 6, 2017. Since the equipment was not returned to DISH Network, you were charged $298.00. When I spoke with you by phone on September 27, 2017, I advised you that I removed the equipment charges from your account, leaving a zero balance. I also submitted a refund of $298.00 to your credit card account. Please allow up to five business days for processing. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
November 3, 2016 Dear Ms. [redacted]: On October 28, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on October 31, 2016, and November 1 and 2, 2016, were...
unsuccessful, and there was no option to leave a message. You expressed dissatisfaction with the customer service you received when you contacted us regarding your DISH Network service. I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you have brought this matter to our attention so that we may address it internally with the appropriate personnel. Because we value you as a customer, I applied a one-time credit of $75.00 to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
August 9, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You said that when you agreed to an equipment upgrade, you were told that no contract would be required. You also...
expressed concern that your account was not disconnected on June 17, 2016. You requested that we waive the early termination fee and honor the disconnection date of June 17, 2016. When we spoke by phone, I advised you that I waived your early termination fee. I will honor the disconnection date of June 17, 2016. We will send you a refund for your last two payments, totaling $193.62. 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 [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
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 am, however, highly disappointed that Dish would charge customers (weather through contracts or upgrade fees) to solve technical issues they themselves created. Even more so, that arise would place me under a 24 month co tract without my consent and against my numerous statements to a fish representatives that I would not do a contract. It shouldn't have ever come to a point where I needed to file a complaint, and I have to assume I am not the only customer this has been done to. Shame on Dish!
Sincerely,
[redacted]
December 13, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account and the reporting of the balance to collections. You maintain that you were charged for a third receiver that was never installed. You requested that the balance be removed. Our records show that your service was disconnected for non-payment on March 31, 2016. At that time, your account was left with an unpaid service balance of $131.29. Since this balance was not paid, it was reported to collections on May 12, 2016. On June 4, 2016, you were charged unreturned equipment fees totaling $248.00. This amount includes $199.00 for an unreturned receiver (model 722) and $49.00 for an LNBF (eyepiece on the satellite dish). Our records confirm that you previously notified us that you did not have a third receiver installed and account credits were applied to your account for this issue at that time. When I spoke with you by phone on December 6, 2017, I advised you that I made an exception and removed the service balance from your account. I also reversed the LNBF fee. You agreed to return the receiver; therefore, I requested a box to be shipped to your home and I applied a temporary credit to your account for the receiver, which will be removed once it is returned. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I returned calls to a female rep who called me and she did not return my calls. I have been a dish customer in the past AND a dish installer in the past. I went through troubleshooting twice with dish already. I am not dealing with this anymore. A customer should not have to go through all of this heartache to have equipment replaced. It is very common to install brand new equipment and have it malfunction. The fact that I go through troubleshooting twice with Dish and they still say I need to go through it again is simply unacceptable. I sincerely regret using dish again, if I had known customer service has gotten this bad I would not have signed up. I am deeply saddened and would not recommend dish to friends due to poor customer service. Exchanging my equipment is warranted, this issue continues to happen daily with my equipment and I have to push reset on the receiver for it to work again. I am deeply disappointed at having to jump through hoops to get the quality service I pay for.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 2, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August...
31, 2015, filed with the Revdex.com.
You expressed concern with the change to your billing due date. You maintain that you did not receive notification and the change caused your credit card account to be debited twice in the same month, which may cause you to incur overdraft fees.
Your due date was changed to five days earlier to align it to the start of your service period. Notification of this change was provided on your July 14, 2015, billing statement. Our records show that your billing statements were provided via email to [redacted]@gmail.com.
Your email address was changed to [redacted]@gmail.com on August 30, 2015.
Our records reveal that your concerns were addressed by Mrs. Nicole Steffani, from our Email Escalations Team, on September 1, 2015. Mrs. Steffani applied a credit of $57.99 to your account for one month of service and a monthly $15.00 credit for the next 12 months. You were also provided with four Pay-Per-View coupons.
Please note that a request was made to change your billing due date back to the 4th of each month. Please allow up to two billing cycles for the change to take effect.
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]
May 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you were promised that your monthly rate would be $39.99 plus tax for your first year and $84.99 plus tax for your second year. You also said that you did not request the Protection Plan and you asked to receive a refund. When we spoke, I informed you a review of your sales chat revealed that you were advised that the current monthly rate would be charged for your second year. You asked about price increases and the agent with whom you chatted explained that while DISH Network strives to keep our monthly rates as low as possible, occasionally we must increase them. Please note, our monthly rate for the America’s Top 250 programming package increased by $5.00 in February 2016. As you were aware that your monthly rate was not guaranteed, we are unable to provide you with monthly adjustments. I advised you that you received the Protection Plan free for six months, but you were charged $8.00 per month because you didn’t remove it. As the Protection Plan was part of your promotion and as you opted not to remove it, we are unable to honor your request for a refund. 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]
*
Complaint: [redacted]
I am rejecting this response because: Again what is being stated is incorrect. If all the calls are recorded then going to the initial call would prove what I am saying to be correct and true but of course THAT call is unavailable. Again, there was never a service issue. We've lost signal maybe once or twice but never called to complain about it. The account is cancelled and I am happier knowing that I no longer have to deal with such a dishonest company and dishonest people such as this person who comes in at the end of the conversation and pretends to know everything that happened since day one but hasn't the slightest clue and can't even get the complaint correct.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]still not being given what I signed up for or paying. Also dish is false advertising in there paper flyers in the news paper saying local channels included. There is only two options that will satisfy me are resuming programming for channel 2 and 31 or releasing me from my contact with no early termination fees
April 7, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On April 5, 2016, we received your complaint, dated April 1, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service, you understood you would have access to all the same programming you received from your previous provider. You have found this not to be true. Additionally, you indicated that when you attempted to address the matter, the customer service you experienced did not meet your expectations. You requested access to the programming in question or that your account be disconnected without penalty. When we spoke, I advised you that DISH Network does not offer the programming that you requested and I apologized for your experience. As your signature was not electronically captured on your contract, I waived your early termination fee. You accepted this resolution and you agreed to contact DISH Network when you’re ready to disconnect 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: 2:45 pm to11:15 pm MDT, MON-FRI [redacted]
January 26, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On January 22, 2016, we received your correspondence, dated January 19, 2016, filed with the Revdex.com. You stated that when you purchased your DISH Network service you were offered a $200.00 gift card. You never received the gift card and your attempts to resolve the matter were unsuccessful. You requested that you be provided the gift card you were offered. My three attempts to contact you at [redacted] and (989) 820-6152 on January 22, 25 and 26, 2016, were unsuccessful. However, I left a message and my contact information. I also sent an email to you at [redacted]@hotmail.com (copy enclosed), but I have not received a response. To address your complaint, I have applied a $50.00 monthly credit to your account for four months. 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]
Initial Business Response /* (1000, 10, 2015/06/05) */
June 4, 2015
Mr. [redacted]
XXXXX W. Bates Ave.
Lakewood, CO XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On June 1, 2015, we received your complaint, dated May 29, 2015, filed with the Better...
Business Bureau.
I attempted to contact you at (XXX) XXX-XXXX on June 2, 3 and 4, 2014, and I left three messages.
You maintain that you canceled your DISH Network services because you are moving out of the country. You requested that the early termination fees be waived.
I listened to the call recording from May 3, 2015. The reason you provided for canceling your account was that your wife works for Comcast and you will be receiving a significant discount for their service. There was no mention of you moving out of the country.
A review of your account reveals that the commitment associated with the internet service is valid; however, I waived the early termination fee in the interest of customer service. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
John McPhaul
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 7:00 am-3:30 pm MST, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because: They have simply used the same wording everyone else on the customer service department is been trained to use. I am going to be on the lookout for the competition which should be releasing similar technology soon and remember about how DISH works to retain current customers.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/25) */
November 23, 2015
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On November 20, 2015, we received your correspondence, dated November 19, 2015, filed with...
the Revdex.com.
You stated that DISH Network charged you $75.00 for service that the technician was unable to install. You expressed concern with the time required to receive your refund and the technician's failure to provide you with notification that the installation was not completed. You requested that these concerns be addressed.
When I spoke with Mr. [redacted] today, he confirmed that you received your refund and that they consider the matters to be closed.
We apologize for your experience and any inconvenience that our refund approval process may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
Denver, CO XXXXX
[redacted]
January 25, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On January 22, 2016, we received your complaint, dated January 19, 2016, filed with the Revdex.com. You said that you have been getting a black screen on your TV and that it is affecting your recordings. You requested that we release you from your contract. When we spoke, I advised you that I will send a technician to attempt to resolve the issue. I scheduled a free appointment and I requested that you contact me if the problem continues after the visit is completed. If the issue persists, I will honor your request. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: [redacted]
[redacted]
[redacted]
*
[redacted]
Tell us why here...May 17, 2016 Ms. [redacted]
*Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On May 11, 2016, we received your complaint, dated May 10, 2016, filed with the Revdex.com. You said that you were guaranteed a price of $66.00 per month for our America’s Top 250 and five premium packages. I attempted to reach you at [redacted] on May 13, 16 and 17, 2016, and I left three voicemails, In my last message, I advised you that DISH Network does not have a promotion with the benefits you described. Our records indicate that you initiated your account under our first year savings promotion which provided you with the DISH Movie Pack (formerly known as Blockbuster @Home), HBO, Cinemax, Showtime, and Starz free for three months, and a monthly credit which brought your monthly rate for the America’s Top 250 programming package to $39.99 (plus tax) for the first year. After the first year, the promotional credits ended. If you review your bills for the first year, you will note that beside each month’s credits a countdown is provided (“1 of 12”, “2 of 12”, etc.). Please note that DISH Network did offer a two-year price guarantee; however, your monthly rate would not have been discounted. This promotion would have locked in the then-current monthly rate for two years. As such, we are unable to honor your request for a $300.00 credit or for a monthly adjustment to bring your rate to $66.00 per month. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri[redacted] [redacted] [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.
Sincerely,
[redacted]
January 19, 2016 Mr. and Mrs. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. and Mrs. [redacted]: On January 15, 2016, we received your correspondence, dated January 14, 2016, filed with the Revdex.com. You said you experienced service loss and these issues have not been resolved due to missed technician visits. You requested programming credits. When we spoke today, I advised you that I reviewed your recorded calls and found that you reported technical issues with the Solo HD receiver on October 28, 2015. A free technician visit was completed on October 29, 2015. You also called on November 8, 2015, and reported technical issues with the same receiver. During this call, a technician visit was scheduled and the agent offered you a time without service credit once the issue is resolved. However, the appointment was canceled. No technical issues were reported until you filed this correspondence. As a result, no credits were applied. I scheduled a free technician visit for January 24, 2016, from 12 pm to 5 pm. You currently have one HD DVR 722 Duo receiver and one HD solo receiver active for a total of three independent TV connections. You are billed $7.00 per month for the HD solo receiver. You disagreed with your account records and terminated the call. Although you reported issues with only the solo HD receiver, I made an exception and applied a one-month credit of $113.99 to your account. No additional credit is warranted. 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] [redacted] [redacted]
[redacted]
[redacted] [redacted]
*
[redacted]
September 28, 2017 [redacted] Re: Revdex.com Complaint # [redacted]
...
[redacted] Dear Mr. [redacted]: On September 27, 2017, we received your complaint, dated September 26, 2017, filed with the Revdex.com. You expressed concern with the balance that was reported to collections by DISH Network for unreturned equipment. You maintain that the equipment was returned to [redacted]. You would like the balance removed. Your DISH Network service was activated on December 26, 2015, with a 24-month commitment through [redacted]. Although DISH Network’s service charges were sent to [redacted] for billing purposes, your service and equipment was still provided by DISH Network. Therefore, the equipment was required to be returned to DISH Network upon disconnected. Your service was unbundled from [redacted] on February 24, 2017. As a result, DISH Network began to bill you directly for our services. Your service was disconnected on May 6, 2017. Since the equipment was not returned to DISH Network, you were charged $298.00. When I spoke with you by phone on September 27, 2017, I advised you that I removed the equipment charges from your account, leaving a zero balance. I also submitted a refund of $298.00 to your credit card account. Please allow up to five business days for processing. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted]
April 11, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted]...
Dear Ms. [redacted]: On April 6, 2016, we received your complaint, dated April 4, 2016, filed with the Revdex.com. My attempts to contact you by phone at [redacted] on April 4, 8 and 11, 2016, were unsuccessful; however, I left three messages. You expressed concern with the debit of $100.00 that was applied to your credit card account. You maintain that the debit was unauthorized and you notified DISH Network that you would manually pay the balance on your account. You were enrolled in a 24-month commitment on January 4, 2015, when your equipment was upgraded through our DISH’n It Up promotion. Your service was disconnected on February 14, 2016, for non-payment. Since your term commitment was not fulfilled, an early termination fee of $100.00 was applied to your account. You were also charged two $10.00 box return fees and service charges, leaving a total balance of $152.89. Although we received two $10.00 payments (on March 21, 2016, and April 1, 2016), your promotional agreement discloses that your credit card account may automatically be debited for any early termination, unreturned equipment and/or shipping fees. As a result, a debit of $100.00 was applied to your credit card account on April 4, 2016. Enclosed is a copy of your agreement for your review. The debit is valid; therefore, we are unable to bill you for the early termination fee as you requested. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, *
[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT [redacted] Enclosure
November 3, 2016 Dear Ms. [redacted]: On October 28, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.com. My attempts to contact you by phone at ###-###-#### on October 31, 2016, and November 1 and 2, 2016, were...
unsuccessful, and there was no option to leave a message. You expressed dissatisfaction with the customer service you received when you contacted us regarding your DISH Network service. I would like to apologize on behalf of DISH Network for the way that your issue was handled by our representative. We appreciate that you have brought this matter to our attention so that we may address it internally with the appropriate personnel. Because we value you as a customer, I applied a one-time credit of $75.00 to your account. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT ###-###-####
August 9, 2016 Dear Ms. [redacted]: On August 5, 2016, we received your complaint, dated August 2, 2016, filed with the Revdex.com. You said that when you agreed to an equipment upgrade, you were told that no contract would be required. You also...
expressed concern that your account was not disconnected on June 17, 2016. You requested that we waive the early termination fee and honor the disconnection date of June 17, 2016. When we spoke by phone, I advised you that I waived your early termination fee. I will honor the disconnection date of June 17, 2016. We will send you a refund for your last two payments, totaling $193.62. 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 [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
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 am, however, highly disappointed that Dish would charge customers (weather through contracts or upgrade fees) to solve technical issues they themselves created. Even more so, that arise would place me under a 24 month co tract without my consent and against my numerous statements to a fish representatives that I would not do a contract. It shouldn't have ever come to a point where I needed to file a complaint, and I have to assume I am not the only customer this has been done to. Shame on Dish!
Sincerely,
[redacted]
December 13, 2017 Mr. [redacted]
[redacted] [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 5, 2017, we received your complaint, dated December 4, 2017, filed with the Revdex.com. You expressed concern with the unreturned equipment fees that were applied to your account and the reporting of the balance to collections. You maintain that you were charged for a third receiver that was never installed. You requested that the balance be removed. Our records show that your service was disconnected for non-payment on March 31, 2016. At that time, your account was left with an unpaid service balance of $131.29. Since this balance was not paid, it was reported to collections on May 12, 2016. On June 4, 2016, you were charged unreturned equipment fees totaling $248.00. This amount includes $199.00 for an unreturned receiver (model 722) and $49.00 for an LNBF (eyepiece on the satellite dish). Our records confirm that you previously notified us that you did not have a third receiver installed and account credits were applied to your account for this issue at that time. When I spoke with you by phone on December 6, 2017, I advised you that I made an exception and removed the service balance from your account. I also reversed the LNBF fee. You agreed to return the receiver; therefore, I requested a box to be shipped to your home and I applied a temporary credit to your account for the receiver, which will be removed once it is returned. I requested that any information reported to the credit bureaus be removed. Please allow six to eight weeks for processing. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, Ana V[redacted] Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday-Friday, 6:30 am – 3:00 pm MDT (720) 514-7291 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
Complaint: [redacted]
I am rejecting this response because: I returned calls to a female rep who called me and she did not return my calls. I have been a dish customer in the past AND a dish installer in the past. I went through troubleshooting twice with dish already. I am not dealing with this anymore. A customer should not have to go through all of this heartache to have equipment replaced. It is very common to install brand new equipment and have it malfunction. The fact that I go through troubleshooting twice with Dish and they still say I need to go through it again is simply unacceptable. I sincerely regret using dish again, if I had known customer service has gotten this bad I would not have signed up. I am deeply saddened and would not recommend dish to friends due to poor customer service. Exchanging my equipment is warranted, this issue continues to happen daily with my equipment and I have to push reset on the receiver for it to work again. I am deeply disappointed at having to jump through hoops to get the quality service I pay for.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/17) */
September 2, 2015
Ms. [redacted]
[redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms. [redacted]:
On September 1, 2015, we received your complaint, dated August...
31, 2015, filed with the Revdex.com.
You expressed concern with the change to your billing due date. You maintain that you did not receive notification and the change caused your credit card account to be debited twice in the same month, which may cause you to incur overdraft fees.
Your due date was changed to five days earlier to align it to the start of your service period. Notification of this change was provided on your July 14, 2015, billing statement. Our records show that your billing statements were provided via email to [redacted]@gmail.com.
Your email address was changed to [redacted]@gmail.com on August 30, 2015.
Our records reveal that your concerns were addressed by Mrs. Nicole Steffani, from our Email Escalations Team, on September 1, 2015. Mrs. Steffani applied a credit of $57.99 to your account for one month of service and a monthly $15.00 credit for the next 12 months. You were also provided with four Pay-Per-View coupons.
Please note that a request was made to change your billing due date back to the 4th of each month. Please allow up to two billing cycles for the change to take effect.
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]
May 6, 2016 Mr. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted]...
Dear Mr. [redacted]: On May 3, 2016, we received your complaint, dated April 30, 2016, filed with the Revdex.com. You said that you were promised that your monthly rate would be $39.99 plus tax for your first year and $84.99 plus tax for your second year. You also said that you did not request the Protection Plan and you asked to receive a refund. When we spoke, I informed you a review of your sales chat revealed that you were advised that the current monthly rate would be charged for your second year. You asked about price increases and the agent with whom you chatted explained that while DISH Network strives to keep our monthly rates as low as possible, occasionally we must increase them. Please note, our monthly rate for the America’s Top 250 programming package increased by $5.00 in February 2016. As you were aware that your monthly rate was not guaranteed, we are unable to provide you with monthly adjustments. I advised you that you received the Protection Plan free for six months, but you were charged $8.00 per month because you didn’t remove it. As the Protection Plan was part of your promotion and as you opted not to remove it, we are unable to honor your request for a refund. 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]
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