December 21, 2015 Ms. [redacted] Re: BBB Complaint # [redacted] - [redacted] Dear Ms. ***- [redacted] : On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the RevDex.com. You... disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service. When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee. Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added. You requested to disconnect your service on December 23, 2015. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [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]
October 26, 2016 Dear Ms. [redacted] : On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the RevDex.com. You said that your refrigerator was damaged during the installation and you would like it to be... repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: 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 Sincerely, [redacted]
December 18, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Revdex.com You said that a DISH Network technician took the equipment from your home after the disconnection of your serviceYou disputed the unreturned equipment fee and asked for compensation of $ Please note that DISH Network does not offer a service to pick up leased equipment after an account is canceledWhen an account is disconnected, return boxes and labels are delivered to the customer's home by UPS for the equipment return to our warehouse location Our records reveal that you spoke with Ms [redacted] , a DISH Network Dispute Resolution Specialist, on December 17, Although we have no record of the equipment return, Ms [redacted] made an exception and removed the equipment from your account and no fees will apply As of November 13, 2015, your DISH Network account is at a zero balanceWe are unable to honor your compensation request 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:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] Complaint Response Date bumped because: Data Base Migration
Complaint: [redacted] I am rejecting this response because:Problem:This is my 2nd complaint regarding this issueDish promised a $gift card if I switched services, which was last August,They said it would take to weeks to receiveI never received itI complained and still never received itI was told on January 8,that they would send it and it would be another to weeks - still no cardI filed a complaint with Revdex.com (Case [redacted] ) with no resolution.Desired Outcome:To receive the $gift card Sincerely, [redacted] ***
March 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 26, 2018, we received your correspondence, dated February 23, 2018, filed with the Revdex.com You said you fulfilled your original term commitmentYou maintain that in 2017, you experienced recording conflicts and a Hopper was added to your accountYou indicated you are moving to an assisted-living facilityYou disputed the early termination fee and the equipment return fees When we spoke on February 26, 2018, I informed you that you enrolled in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment on July 26, A review of your call from July 24, 2018, (date the order was placed) revealed that the agent provided you with full disclosure for the DIU promotionDuring this call, the agent explained that the account holder must sign the agreementThe agreement was signed during the installation Because the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeWhen you agreed to the Digital Home Advantage (the original promotion) and the DIU promotions, you agreed to return the leased equipment to DISH Network and bear all costs of the returnThe return equipment fees are validPlease note that the prorated programming credits covered these fees Although full disclosure for the DIU promotion was provided, I made an exception and reversed the early termination feeYou accepted this resolution As of February 26, 2018, your programming balance is zeroTo avoid unreturned equipment fees, please return the leased equipment to DISH NetworkYou advised me that your son will return the leased equipment on your behalfA return box and label were delivered to your address by [redacted] on March 2, If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [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 Dish is correct The amount of the monthly fee for Heartland was $6, not $as I said I read the invoice wrong They have responded, offered me lifetime HD and credit for months This is satisfactory.As I told Dish I do not mind paying my monthly bill but I will not have them add programming to my bill without my approval This was fraud and I hope this doesn't happen to others Never had this problem until I went paperless but now they send me a monthly hard copy and I would suggest others carefully review their bill each month for discrepancies They need to train their staff so when a question is asked, customers get the correct answer If a channel will not be automatically removed after the month promo Dish staff should say Dish has offered me other promos during this conversation and complaint I declined! I don't want their offers anymore.Revdex.com - thank you for your assistance with this complaint We can close this complaint Sincerely, [redacted]
[redacted] ** [redacted] *** [redacted] [redacted] Dear Ms ***: On January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.comYou said that you were told you would receive the Mundo Max channel as part of your packageIn addition, you were advised that the internet service would support streaming servicesBecause you are not satisfied with the service, you would like to disconnect without penaltyMs [redacted] , DISH Network Dispute Resolution Specialist, contacted you by phone on January 6, 2016, to discuss your concernsShe has agreed to release you from your TV and internet commitmentsYou said that you will call her back when you are ready to close your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts It feels like a trap After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent I believe this is called, theft I'm extremely disappointed at the misleading business practice of Dish I believe Dish should be refunding me the money it took out of my checking account without my consent Sincerely, [redacted] ***
October 5, Dear Ms [redacted] : On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said you experienced technical issues with the serviceYou disputed the early termination fee and requested a refund Our records reveal that the early termination fee was waived on October 2, When we spoke on October 4, 2016, I advised you that I removed the balance of $from your accountThis is for the equipment return feesYou accepted this resolution You also agreed to return the leased equipment to DISH NetworkA return box and label will be delivered to you address by UPS We are unable to honor your refund request We strive to provide excellent service and regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
December 13, Mr [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.comYou expressed further concern with the early termination fee that was applied to your accountYou again stated that you did not agree to a new term commitment A new 24-month commitment was added to your account on August 18, As previously advised, this was a stipulation for the programming price offer that was applied to your accountThe customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitmentYou also added the offer and accepted the term commitment through your online account the same dayThe early termination fee remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
[redacted] Dear Mr***: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com You said that you were provided misinformation from PlanetDISH.com and that you were released from DISH Network's 24-month agreementYou are now disputing a withdrawal of $from your credit card account A review of your DISH Network account reveals that the $debit was for service renderedWhen the account was established, you enrolled in Credit Card Autopay (CCA)Enrollment in CCA authorizes us to debit your credit card account for any chargesSince there was a balance due, a payment was withdrawnYour credit card account information has since been removed If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/09/25) */ September 17, Ms [redacted] Dr Elgin, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 15, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You mentioned the following concerns: Equipment Internet service Returned payment Account credits Term commitment Although you stated that your initial service order did not include the three receivers that you initially requested, your installation order was corrected and three receivers were installed You said that you were supposed to be provided with internet serviceOur records reveal that internet service is not available at your addressWe apologize for any miscommunication regarding the availability of the service You expressed concern with the returned check on your accountYou maintain that the information was entered incorrectly, which resulted in your promotional offers being removedYour initial check payment of $was returned on August 27, 2015, for the following reason: no account/unable to locateSince the returned payment caused your service to be disconnected, the promotional offers included with your service were forfeited You disputed the early termination fee to disconnect your serviceYour service was activated on August 27, 2015, with a 24-month commitmentWhen I spoke with you by phone today, I advised you that I waived the term commitment on your accountYou will not be charged an early termination fee if you choose to disconnect your service We strive to provide excellent service and regret that your experience was unfavorable 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:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
July 7, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times I attempted to contact you at the number listed on your DISH Network account and I left various voicemails I will be more than happy to exchange your equipment if it is warrantedPlease contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT [redacted]
Complaint: [redacted] I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response Sincerely, [redacted]
August 9, Dear Mr***: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com You said that the internet service was not properly explained to youYou disconnected it and expressed concern with the early termination fee and having to return the TRIA located on the satellite dishYou ask that the early termination fee be waived, you request a refund and to have the TRIA removed When we spoke, I explained that I reviewed the call recording during which you placed your order for our serviceI found that the agent recommended the highest package for the internet based on what you said you will use it forHe explained the data caps and the fact that streaming is not recommended with our internet serviceTherefore, we consider the contract to be validHowever, I offered to reduce the early termination fee from $to $You accepted my resolution I told you that I am unable to provide a refund, but we will not require that you return the TRIA 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Complaint: [redacted] I am rejecting this response because: The company in question did not resolve this complaintThe representative from Dish Network was rude and disrespectful, along with being unclear about the course of action Dish would take to correct this issueIt is not acceptable for any company to take money from a former customerI was not a cunsumer of Dish Network for at least months when the money was taken out of my accountI personally, did not owe any money to DishWhatever balance that they felt was owed to them was not my responsibilityMy estranged wife was a Dish Network consumer and she had used my card to initially set up the accountFurthermore, the technician who installed the equipment and service had never went over terms and conditions and was more interested in getting great reviews for his work to Dish Network Corporate Office Sincerely, [redacted]
February 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You said that you were offered a free equipment upgrade and new customer promotions when you contacted DISH Network about moving your service I attempted to reach you at [redacted] on February 18, and 22, 2016, and I left three voicemails In my last message, I advised you that a review of the calls and chats referencing your request to move your service revealed no offers such as you describe You were offered a free MoDeal and a monthly credit of $for ten months, but no other offers were made While we sincerely regret any confusion this issue may have caused, we are unable to waive your 24-month commitment If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo Tell us why here
March 23, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] & [redacted] [redacted] Dear Mr***: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipmentYou requested a refund for the DISH Protect Silver plan and to receive programming credits I regret that we were previously unable to speak directlyIt is not my intent to add to your frustration When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:pm and 5:pmI also applied a monthly credit of $for six months to your account Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable priceWe have no record that you reported any ongoing technical concerns As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipmentWe are unable to honor your refund request; however, you may remove this plan from your account at any time We appreciate your feedback and I apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/10/13) */ October 7, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 1, 2015, we received your complaint, dated September 30, 2015, filed with the Revdex.com You stated that you have a message appearing on your TV screen that indicates that you owe money for your DISH Network billYour bill is current and you have contacted DISH Network to remove the messageYou are displeased that you are required to press OK on your remote to remove this messageYou feel that the message is harassment and it should be removed by DISH NetworkYou requested free service for a year and an apology When we spoke today, you confirmed that you had removed the messageMy attempt to explain the reason for the notice was unsuccessfulThe notice is automatically generated and cannot be blockedAlthough, your account is now current, the message was sent when the account was in non-pay disconnect situation that has since been addressed and resolvedUnfortunately, the only way to remove the message is to follow the instructions that you were given We apologize for any inconvenience that you experiencedWe are unable to meet your request for a free year of service 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that it was pure harassment by Dish and everything was settled before the note on the screen arrivedI still feel that if Dish can put a harassment note on the screen then they can remove itI feel that they owe me for the harassment and will accept months of free service and will not accept anything lessDish has a reputation of harassing its customers and when the lady Shelly called she was rude and discourteous to me and hung up on me before I was finished talkingYes, I am very angry with Dish do not accept their supposed settlement aboveI feel that the customer should not have to say OK to the note on the screen as I feel it means that the customer agrees with owning money even if the customer does not owe moneyON the internet Dish is rated very low in customer service in fact it rates just above Comcast in service Final Business Response / [redacted] (4000, 14, 2015/10/22) */ October 20, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 15, 2015, we received your rebuttal, dated October 14, 2015, filed with the Revdex.com You continue to dispute DISH Network policy of sending a payment reminder to your TV screen that requires you to press the OK button on your remote to accept receipt of the messageYou feel that this is harassment and that the message should be removed by DISH NetworkYou feel that by pressing the OK button you are agreeing that your account is past dueAdditionally, you indicated that I hung up on you during our last conversationYou requested six months of free service When we spoke on October 7, 2015, I explained the procedure to remove the messageYou confirmed that the message was removedI attempted to explain the policy and you expressed your dissatisfactionI ended the call by informing you that I would be providing a written response to your complaint Once again, you received the message when your account was in a past-due statusYou refused to comply with the instructions you were given to remove the messageAs a result, the message popped up for longer than necessaryIt is DISH Network's policy to send this reminder as a courtesy to alert you to possible service interruptionIt can only be removed from the screen by pressing the OK button on your remoteBy pressing OK you are only confirming that you received the notificationWhile we regret that you disagree with our policy, your request for six months of free service is denied 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
December 21, 2015 Ms. [redacted] Re: BBB Complaint # [redacted] - [redacted] Dear Ms. ***- [redacted] : On December 18, 2015, we received your complaint, dated December 17, 2015, filed with the RevDex.com. You... disputed the early termination fees associated with your DISH Network account. You stated that your internet service was too slow for your needs and that you experienced technical issues with your TV service. When we spoke, I advised you that I made an exception and waived your internet early termination fees; however, our records do not reflect ongoing issues with your TV service. You reported that you had weather-related outages, which, I explained, are provided for in our customer agreement as they are out of DISH Network's control. As such, I am unable to waive your TV early termination fee. Please note that we have no record of any purchased equipment on the account. Our records indicate that you installed internet service in December 2014; however, no TV equipment was added. You requested to disconnect your service on December 23, 2015. We sincerely regret any inconvenience this issue may have caused. If there are further questions or concerns about this issue, please feel free to contact me at [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]
October 26, 2016 Dear Ms. [redacted] : On October 13, 2016, we received your complaint, dated October 12, 2016, filed with the RevDex.com. You said that your refrigerator was damaged during the installation and you would like it to be... repaired. When we spoke, I informed you that an investigation was unable to validate your claim. Our field office has decided to deny your claim and we will be standing behind their decision. Enclosed is a copy of your denial letter. 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: 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 Sincerely, [redacted]
December 18, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms***: On December 17, 2015, we received your correspondence, dated December 16, 2015, filed with the Revdex.com You said that a DISH Network technician took the equipment from your home after the disconnection of your serviceYou disputed the unreturned equipment fee and asked for compensation of $ Please note that DISH Network does not offer a service to pick up leased equipment after an account is canceledWhen an account is disconnected, return boxes and labels are delivered to the customer's home by UPS for the equipment return to our warehouse location Our records reveal that you spoke with Ms [redacted] , a DISH Network Dispute Resolution Specialist, on December 17, Although we have no record of the equipment return, Ms [redacted] made an exception and removed the equipment from your account and no fees will apply As of November 13, 2015, your DISH Network account is at a zero balanceWe are unable to honor your compensation request 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:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] Complaint Response Date bumped because: Data Base Migration
Complaint: [redacted] I am rejecting this response because:Problem:This is my 2nd complaint regarding this issueDish promised a $gift card if I switched services, which was last August,They said it would take to weeks to receiveI never received itI complained and still never received itI was told on January 8,that they would send it and it would be another to weeks - still no cardI filed a complaint with Revdex.com (Case [redacted] ) with no resolution.Desired Outcome:To receive the $gift card Sincerely, [redacted] ***
March 5, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 26, 2018, we received your correspondence, dated February 23, 2018, filed with the Revdex.com You said you fulfilled your original term commitmentYou maintain that in 2017, you experienced recording conflicts and a Hopper was added to your accountYou indicated you are moving to an assisted-living facilityYou disputed the early termination fee and the equipment return fees When we spoke on February 26, 2018, I informed you that you enrolled in the DISH’n It Up (DIU) equipment upgrade with a 24-month commitment on July 26, A review of your call from July 24, 2018, (date the order was placed) revealed that the agent provided you with full disclosure for the DIU promotionDuring this call, the agent explained that the account holder must sign the agreementThe agreement was signed during the installation Because the service was disconnected prior to the promotional fulfillment date, you were billed $for an early termination feeWhen you agreed to the Digital Home Advantage (the original promotion) and the DIU promotions, you agreed to return the leased equipment to DISH Network and bear all costs of the returnThe return equipment fees are validPlease note that the prorated programming credits covered these fees Although full disclosure for the DIU promotion was provided, I made an exception and reversed the early termination feeYou accepted this resolution As of February 26, 2018, your programming balance is zeroTo avoid unreturned equipment fees, please return the leased equipment to DISH NetworkYou advised me that your son will return the leased equipment on your behalfA return box and label were delivered to your address by [redacted] on March 2, If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [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 Dish is correct The amount of the monthly fee for Heartland was $6, not $as I said I read the invoice wrong They have responded, offered me lifetime HD and credit for months This is satisfactory.As I told Dish I do not mind paying my monthly bill but I will not have them add programming to my bill without my approval This was fraud and I hope this doesn't happen to others Never had this problem until I went paperless but now they send me a monthly hard copy and I would suggest others carefully review their bill each month for discrepancies They need to train their staff so when a question is asked, customers get the correct answer If a channel will not be automatically removed after the month promo Dish staff should say Dish has offered me other promos during this conversation and complaint I declined! I don't want their offers anymore.Revdex.com - thank you for your assistance with this complaint We can close this complaint Sincerely, [redacted]
[redacted] ** [redacted] *** [redacted] [redacted] Dear Ms ***: On January 4, 2016, we received your complaint, dated December 31, 2015, filed with the Revdex.comYou said that you were told you would receive the Mundo Max channel as part of your packageIn addition, you were advised that the internet service would support streaming servicesBecause you are not satisfied with the service, you would like to disconnect without penaltyMs [redacted] , DISH Network Dispute Resolution Specialist, contacted you by phone on January 6, 2016, to discuss your concernsShe has agreed to release you from your TV and internet commitmentsYou said that you will call her back when you are ready to close your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT ###-###-#### [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dish advertises a quality viewing experience and this is not what I experienced from the date of installation I now have services with a new vendor and my viewing experience has been "excellent" as of the date of installation and, as it should be Dish did not deliver the quality viewing experience it advertises and makes consumers commit to contracts It feels like a trap After the termination date of services, Dish went into my checking account and withdrew the penalty fees without my consent I believe this is called, theft I'm extremely disappointed at the misleading business practice of Dish I believe Dish should be refunding me the money it took out of my checking account without my consent Sincerely, [redacted] ***
October 5, Dear Ms [redacted] : On September 29, 2016, we received your complaint, dated September 27, 2016, filed with the Revdex.com You said you experienced technical issues with the serviceYou disputed the early termination fee and requested a refund Our records reveal that the early termination fee was waived on October 2, When we spoke on October 4, 2016, I advised you that I removed the balance of $from your accountThis is for the equipment return feesYou accepted this resolution You also agreed to return the leased equipment to DISH NetworkA return box and label will be delivered to you address by UPS We are unable to honor your refund request We strive to provide excellent service and regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST ###-###-####
December 13, Mr [redacted] ** *** Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On December 13, 2016, we received your complaint, dated December 12, 2016, filed with the Revdex.comYou expressed further concern with the early termination fee that was applied to your accountYou again stated that you did not agree to a new term commitment A new 24-month commitment was added to your account on August 18, As previously advised, this was a stipulation for the programming price offer that was applied to your accountThe customer service call from this date confirmed that our agent disclosed and you agreed to the new term commitmentYou also added the offer and accepted the term commitment through your online account the same dayThe early termination fee remains valid If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
[redacted] Dear Mr***: On December 24, 2015, we received your complaint, dated December 23, 2015, filed with the Revdex.com You said that you were provided misinformation from PlanetDISH.com and that you were released from DISH Network's 24-month agreementYou are now disputing a withdrawal of $from your credit card account A review of your DISH Network account reveals that the $debit was for service renderedWhen the account was established, you enrolled in Credit Card Autopay (CCA)Enrollment in CCA authorizes us to debit your credit card account for any chargesSince there was a balance due, a payment was withdrawnYour credit card account information has since been removed If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday through Friday 7:am to 3:pm MDT ###-###-#### [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/09/25) */ September 17, Ms [redacted] Dr Elgin, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On September 15, 2015, we received your complaint, dated September 14, 2015, filed with the Revdex.com You mentioned the following concerns: Equipment Internet service Returned payment Account credits Term commitment Although you stated that your initial service order did not include the three receivers that you initially requested, your installation order was corrected and three receivers were installed You said that you were supposed to be provided with internet serviceOur records reveal that internet service is not available at your addressWe apologize for any miscommunication regarding the availability of the service You expressed concern with the returned check on your accountYou maintain that the information was entered incorrectly, which resulted in your promotional offers being removedYour initial check payment of $was returned on August 27, 2015, for the following reason: no account/unable to locateSince the returned payment caused your service to be disconnected, the promotional offers included with your service were forfeited You disputed the early termination fee to disconnect your serviceYour service was activated on August 27, 2015, with a 24-month commitmentWhen I spoke with you by phone today, I advised you that I waived the term commitment on your accountYou will not be charged an early termination fee if you choose to disconnect your service We strive to provide excellent service and regret that your experience was unfavorable 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:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
July 7, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On June 21, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You stated that DISH Network refused to exchange your equipment because you have only reported technical issues two times I attempted to contact you at the number listed on your DISH Network account and I left various voicemails I will be more than happy to exchange your equipment if it is warrantedPlease contact me directly at [redacted] at your earliest convenience so we can troubleshoot your issue and if need be, schedule an equipment exchange Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday - Friday, 6:am - 2:pm MDT [redacted]
Complaint: [redacted] I am rejecting this response because: Dish was lying from the start in which they caused me the hardship due this issue so I will not except what this company response Sincerely, [redacted]
August 9, Dear Mr***: On August 4, 2016, we received your complaint, dated July 29, 2016, filed with the Revdex.com You said that the internet service was not properly explained to youYou disconnected it and expressed concern with the early termination fee and having to return the TRIA located on the satellite dishYou ask that the early termination fee be waived, you request a refund and to have the TRIA removed When we spoke, I explained that I reviewed the call recording during which you placed your order for our serviceI found that the agent recommended the highest package for the internet based on what you said you will use it forHe explained the data caps and the fact that streaming is not recommended with our internet serviceTherefore, we consider the contract to be validHowever, I offered to reduce the early termination fee from $to $You accepted my resolution I told you that I am unable to provide a refund, but we will not require that you return the TRIA 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.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT
Complaint: [redacted] I am rejecting this response because: The company in question did not resolve this complaintThe representative from Dish Network was rude and disrespectful, along with being unclear about the course of action Dish would take to correct this issueIt is not acceptable for any company to take money from a former customerI was not a cunsumer of Dish Network for at least months when the money was taken out of my accountI personally, did not owe any money to DishWhatever balance that they felt was owed to them was not my responsibilityMy estranged wife was a Dish Network consumer and she had used my card to initially set up the accountFurthermore, the technician who installed the equipment and service had never went over terms and conditions and was more interested in getting great reviews for his work to Dish Network Corporate Office Sincerely, [redacted]
February 22, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On February 17, 2016, we received your complaint, dated February 15, 2016, filed with the Revdex.com You said that you were offered a free equipment upgrade and new customer promotions when you contacted DISH Network about moving your service I attempted to reach you at [redacted] on February 18, and 22, 2016, and I left three voicemails In my last message, I advised you that a review of the calls and chats referencing your request to move your service revealed no offers such as you describe You were offered a free MoDeal and a monthly credit of $for ten months, but no other offers were made While we sincerely regret any confusion this issue may have caused, we are unable to waive your 24-month commitment If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Dave Simons Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo Tell us why here
March 23, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] & [redacted] [redacted] Dear Mr***: On March 16, 2018, we received your rebuttal, dated March 16, 2018, filed with the Revdex.com You disagreed with the term commitment for the DISH’n It Up (DIU) equipment upgrade and mentioned your dissatisfaction with your current equipmentYou requested a refund for the DISH Protect Silver plan and to receive programming credits I regret that we were previously unable to speak directlyIt is not my intent to add to your frustration When we corresponded by email and spoke by phone today, I scheduled a free DIU Hopper equipment upgrade with no term commitment for March 24, 2018, between the hours of 12:pm and 5:pmI also applied a monthly credit of $for six months to your account Please note that our technical support agents are available to troubleshoot with our customers and if necessary, they will replace equipment or schedule a technician visit at the applicable priceWe have no record that you reported any ongoing technical concerns As previously explained, the DISH Protect Silver plan provides a discount for the technician visit and covers the shipping cost for replacement equipmentWe are unable to honor your refund request; however, you may remove this plan from your account at any time We appreciate your feedback and I apologize for any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Christina A [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 10, 2015/10/13) */ October 7, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 1, 2015, we received your complaint, dated September 30, 2015, filed with the Revdex.com You stated that you have a message appearing on your TV screen that indicates that you owe money for your DISH Network billYour bill is current and you have contacted DISH Network to remove the messageYou are displeased that you are required to press OK on your remote to remove this messageYou feel that the message is harassment and it should be removed by DISH NetworkYou requested free service for a year and an apology When we spoke today, you confirmed that you had removed the messageMy attempt to explain the reason for the notice was unsuccessfulThe notice is automatically generated and cannot be blockedAlthough, your account is now current, the message was sent when the account was in non-pay disconnect situation that has since been addressed and resolvedUnfortunately, the only way to remove the message is to follow the instructions that you were given We apologize for any inconvenience that you experiencedWe are unable to meet your request for a free year of service 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that it was pure harassment by Dish and everything was settled before the note on the screen arrivedI still feel that if Dish can put a harassment note on the screen then they can remove itI feel that they owe me for the harassment and will accept months of free service and will not accept anything lessDish has a reputation of harassing its customers and when the lady Shelly called she was rude and discourteous to me and hung up on me before I was finished talkingYes, I am very angry with Dish do not accept their supposed settlement aboveI feel that the customer should not have to say OK to the note on the screen as I feel it means that the customer agrees with owning money even if the customer does not owe moneyON the internet Dish is rated very low in customer service in fact it rates just above Comcast in service Final Business Response / [redacted] (4000, 14, 2015/10/22) */ October 20, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On October 15, 2015, we received your rebuttal, dated October 14, 2015, filed with the Revdex.com You continue to dispute DISH Network policy of sending a payment reminder to your TV screen that requires you to press the OK button on your remote to accept receipt of the messageYou feel that this is harassment and that the message should be removed by DISH NetworkYou feel that by pressing the OK button you are agreeing that your account is past dueAdditionally, you indicated that I hung up on you during our last conversationYou requested six months of free service When we spoke on October 7, 2015, I explained the procedure to remove the messageYou confirmed that the message was removedI attempted to explain the policy and you expressed your dissatisfactionI ended the call by informing you that I would be providing a written response to your complaint Once again, you received the message when your account was in a past-due statusYou refused to comply with the instructions you were given to remove the messageAs a result, the message popped up for longer than necessaryIt is DISH Network's policy to send this reminder as a courtesy to alert you to possible service interruptionIt can only be removed from the screen by pressing the OK button on your remoteBy pressing OK you are only confirming that you received the notificationWhile we regret that you disagree with our policy, your request for six months of free service is denied 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***