March 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com You expressed concern regarding receiving mail from DISH Network addressed to MrJames Hiett and you requested that we stop sending his mail to your address I have added your address to our Do Not Contact listIt can take up to eight weeks to take effect 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 [redacted] cc: Denver / Boulder Revdex.com [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 meDish is the only good service available in my areaSo I have not other option but to accept the response Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 9, Ms [redacted] Duncanville, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On September 4, 2015, we received your complaint, dated September 3, 2015, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network accountYou said that DISH Network used the splitter installed in your home so when you had [redacted] installed, they unhooked your DISH Network service When we spoke, I offered to have your DISH Network service reinstalled but you declined As I explained when we spoke, it is common for technicians to use the existing cables and other hardware already installed in your home to avoid drilling additional holesThey will install new cable if it is requested by the customer As you agreed to the terms of our 24-month commitment and the non-performance of those terms is out of our control, we are unable to waive your early termination fee If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) In good faith I did call to try to make the payments (altho much against my belief and was told that they weren't set up for payments.) So being that this is NOT of my doing and its easy to see that all my bills are paid on time, this will be one exception to my ruleI will NOT be paying for something that I did not instigate This is totally down to DISH and their installer I DO NOT ACCEPT THEIR RESPONSE Final Business Response / [redacted] (4000, 9, 2015/10/01) */ September 24, Ms [redacted] Duncanville, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On September 24, 2015, we received your rebuttal, dated September 22, 2015, filed with the Revdex.com You said that you would not pay your balance because the disconnection of your DISH Network account was not your doing As we discussed previously, DISH Network offered twice to reinstall your service after a [redacted] technician unhooked itYou declinedAdditionally, DISH Network had no control over your decision to reinstall [redacted] As such, we are unable to waive your early termination feeHowever, as a courtesy, I applied a one-time $credit to your account in the interest of coming to a resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 9, Dear Mr [redacted] : On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com You said that you were advised that you owed DISH Network nothing but you were then billed When we spoke, I informed you that a review of your calls to DISH Network revealed that you were advised that your account was under a 24-month commitment and that its disconnection prior to the end of the commitment would incur an early termination fee As I advised you, your current balance of $includes your $early termination fee, two $shipping and handling fees for your leased equipment and charges for service rendered Once DISH Network receives payment for the full balance owed, your account will have a zero balance 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 18, Dear Dr [redacted] : On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.comYou expressed concern with the early termination fee to disconnect your serviceYou maintain that you experienced unresolved technical issues On August 8, 2015, you were enrolled in a 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion Our records show that the technical issues that you reported were weather-relatedHeavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programmingHowever, your service will return after the weather condition has passedAs you requested, a technician was sent to your home on December 21, He confirmed that your service was working when he leftAlthough you stated that your service only worked for two days, we do not show that you contacted us until January 5, At that time, you opted to cancel your service Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged two $unreturned equipment fees When I spoke with you by phone on January 17, 2017, I advised you that I made an exception and reversed the fees from your account, leaving a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT###-###-####
March 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.comYou maintain that you were not provided the bundled monthly rate of $for the first year and $for the second year as promisedYou also stated that you were not compensated for the removal of channels due to contract negotiationsYou would like a refund for the overcharges and missing channelsDISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricingAs DISH Network bills for these channels in a package and not a la carte, account credits are not providedYour service was activated on January 21, 2015, with a 24-month commitmentYour promotion included a $monthly credit for the first monthsAn additional $monthly price protection credit was applied to offset a price increase because you were still within the 12-month promotional periodThis made your monthly rate $plus taxDISH Network experienced another $price increase on January 14, This along with the expiration of your promotional credits on January 21, 2016, caused you to be billed at the regular monthly rate of $plus tax During our phone conversation on March 1, 2016, I advised you that DISH Network is unable to access [redacted] ’s billing system to confirm their monthly charges or your bundled rateI also told you that DISH Network reserves the right to change prices at any timeDISH Network is unable to honor your pricing and programming refund requestsHowever, due to your dissatisfaction with my explanation, I waived your 24-month commitmentYou are not obligated to DISH Network and you may disconnect your service at any timeYou also requested that DISH Network remove the equipment from your homeWhen you agreed to a free installation of the equipment, it did not include the removal at the end of our business relationshipDISH Network only requires the return of the remotes and receivers and we will provide prepaid UPS boxes for the return upon the disconnection of your serviceWe do not require the return of the satellite dish; therefore, a technician is not sent to remove it 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: [redacted] -Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one All I can say is this is some way to treat your long time customers Really good way to run a business And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out But I have heard from the techs that they don't care at all and I am seeing that now It is a poor way to handle a problem if you don't like it leave that really sounds good
Initial Business Response / [redacted] (1000, 10, 2015/07/02) */ July 1, [redacted] and [redacted] and [redacted] M [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On June 26, 2015, we received your correspondence, dated June 25, 2015, filed with the Revdex.com You expressed concern that your DISH Network account was turned over to collectionsYou maintain you have not had service for one year and mentioned that you experienced service issues that were not resolvedHowever, you not specify I attempted to reach you at (XXX) XXX-XXXX on June and 30, 2015, and July 1, I left three voice messages Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $We have no record that issues with your service were reported prior to receiving this correspondenceNevertheless, I reversed the balance from your accountThis information will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus If you would like to restore your service, we ask that the first month of programming be paid up frontWhen the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representativeIf necessary, a technician visit will be scheduled 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 to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
October 27, Dear Mr [redacted] : On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.comYou said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitmentYou also disputed the signature on the agreement Our records reveal that your wife called on July 7, She requested to lease a third receiver for the TailgaterAs a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitmentThe agent advised your wife that a technician will deliver the receiverThe agreement was signed on July 9, 2016, (the date of delivery)Please note that the signature that is gathered is not on a paper document--it is on an electronic tabletThe electronic stylus used with the tablet may not track as quickly as a penTherefore, the signature may look distorted When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, When this agreement ends, I will made an exception and remove the DIU term commitment from your accountYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST###-###-####
April 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 20, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com You stated that DISH Network recently applied charges to your credit card account for early termination fees related to an account that does not belong to youYou requested that these charges be refunded My three attempts to contact you at [redacted] on April 20, and 25, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] @AOL.COM (copy enclosed), but I have not received a response I have reviewed the sales call during which the account was initiatedYou contacted DISH Network to establish service, providing your Social Security Number and credit card information, on July 3, Our records also indicate that you signed the contract when the service was installed 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: 2:pm to11:pm MDT, MON-FRI [redacted]
December 28, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms [redacted] : On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the RevDex.com You disputed the monthly billing, as you maintain you are supposed to be billed at the same rate for the duration of your 24-month commitment I attempted to reach you at [redacted] on December 22, and 28, I left three voice messages We have no record of an offer that matches what you describedBecause you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, you are provided you with a monthly discount of $for monthsWhen the credit ended, you were billed the regular price for programming Please note that your monthly bills show a countdown of credits, e.g., of 12, of 12, of 12, etcI have enclosed a copy of your November and September and October billing statements for your reviewI also enclosed a copy of your signed DHA agreement for your records The billing is accurateWhile no additional credits or refund is warranted, I made an exception and applied a $monthly credit to your account for ten 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: Monday - Friday, 6:am to 2:pm MST [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] ***
January 7, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com You expressed further concern with the 24-month commitment that was added to your account for an equipment upgrade As previously advised, a review of the customer service call on May 17, 2015, revealed that our representative disclosed the required term commitmentA copy of the signed agreement for this promotion was included with my previous correspondenceAs a result, the term commitment remains valid In order to receive the account records requested, we require a subpoena to be provided to DISH Network L.L.Cvia fax to [redacted] It can also be mailed to: DISH Network L.L.C [redacted] Attn: Subpoena 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set upYou would cut my service off on the day that it was first set upThat should further prove my point that I did ask for my date to changeIf you could not give me a extension and I stop getting paid on the day it was initionally set up thenI would clearly ask for days to be changedAs I did on many occasionsBecause the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changedI explained all of that to the representativeWhat I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my accountMonths before AugustWhen my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first placeAnd yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at itI still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the requestAnd after I called month after month about the same thing If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my datesThank you and God bless! Sincerely, [redacted] ***
March 5, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claimYou requested that DISH Network reimburse you at least $for the damage Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it When I spoke with you by phone today, you confirmed that you received a settlement letter for the $requested You may contact your Claim Manager, MsRhonda R [redacted] , directly at (866) 946-5710, if you have any questions regarding the settlement If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/04/23) */ April 21, Mrand Mrs [redacted] and [redacted] PO Box [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mrand Mrs [redacted] : On April 20, 2015, we received your correspondence, dated April 17, 2015, filed with the Revdex.com You maintain you were unable to receive the service due to line of sight problems and you disputed the balance dueYou also expressed concern with the customer service you received When we spoke today, I advised you that the early termination fee of $and the programming balance of $(for a total of $474.77) were reversed from your account Your account balance is now $for the unreturned equipmentWe ask that the Hopper and Joey receivers with the remote controls be returned to DISH NetworkA return box with label will be delivered by UPS to your physical address ( [redacted] St., [redacted] , [redacted] ***) within seven business daysWhen the equipment is returned, the equipment fees will be reversed from your accountYou accepted this resolution 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.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 26, [redacted] XXXX XXth [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the RevDex.com You expressed concern that you did not receive wireless Bluetooth headphones for referring two customersYou stated that you were told that they would be shipped, but you haven't received them When we spoke I advised you that the certificate numbers you provided have not been usedYou told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphonesI agreed to send the wireless Bluetooth headphones to you at no cost 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: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ August 18, 2015 [redacted] XXXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the... RevDex.com. You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections. When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] ***
April 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com You expressed dissatisfaction with the customer service that you received when you contacted us regarding some billing concernsYou would like an account credit as compensation A review of your account shows that your account has had a continuous unpaid balance since it was activated on August 27, As a result, your account has been interrupted for non-payment each month since October and you have incurred a late fee The latest service interruption that you experienced was on April 17, Please be advised that DISH Network only allows one Promise-to-Pay during the current billing periodSince you had already been given a Promise-to-Pay on April 6, 2017, to April 15, 2017, our representatives were unable to provide you with a second Promise-to-Pay As an exception, your service was restarted on April 17, 2017, and a Promise-to-Pay was granted on your account until April 24, To avoid future service interruptions, please pay the full amount that is listed on your billing statement When I spoke with you by phone today, I advised you that we are unable to provide you with an account credit as requestedAlthough you asked that your term commitment be waived because of this issue, I advised you that your 24-month commitment would still applyAs a courtesy, I reversed two $Promise-to-Pay charges from your account We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 27, 2017Mr [redacted] * [redacted] ** ***Re: Revdex.com Complaint # [redacted] Dear Mr***:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early termination fee that was applied to your DISH Network accountYou indicated that you cannot afford the monthly rate and you experienced weather-related technical issuesYou also stated that you are moving and are unable to take the service with youYour DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passedOur records do not show that you contacted us to report any technical issues with your service or equipmentOn July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivatedThese changes reduced your monthly rate to $plus taxAs indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installationAs you did not agree with the fee, your concerns were forwarded for further reviewWhen we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your homeAlthough I opened a claim to research this issue further, I advised you that the early termination fee would be validI also offered to schedule an appointment to move the service to your new residence; however, you declinedAs you requested, I canceled your serviceAn early termination fee of $was applied to your account for the remaining months left in your term commitmentYou were also charged a $equipment return fee, bringing your total balance to $On November 30, 2017, you were contacted via email by MrLuke C [redacted] , from our Executive Communications TeamMrC [redacted] was following up with you since you indicated that you had not been contacted regarding your damage claimIn your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your serviceYou also mentioned that you were in the process of movingHe advised you that the balance would remain valid as we had no record that you contacted us to report technical issuesHe also offered to schedule an appointment to install the service at your new residenceThe balance on your account remains validIf you would like to restart your service and accept our offer to install it at your new residence, you may contact me directlyIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,Ana V***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
March 30, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On March 30, 2016, we received your complaint, dated March 28, 2016, filed with the Revdex.com You expressed concern regarding receiving mail from DISH Network addressed to MrJames Hiett and you requested that we stop sending his mail to your address I have added your address to our Do Not Contact listIt can take up to eight weeks to take effect 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 [redacted] cc: Denver / Boulder Revdex.com [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 meDish is the only good service available in my areaSo I have not other option but to accept the response Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ September 9, Ms [redacted] Duncanville, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On September 4, 2015, we received your complaint, dated September 3, 2015, filed with the Revdex.com You disputed the early termination fee associated with your DISH Network accountYou said that DISH Network used the splitter installed in your home so when you had [redacted] installed, they unhooked your DISH Network service When we spoke, I offered to have your DISH Network service reinstalled but you declined As I explained when we spoke, it is common for technicians to use the existing cables and other hardware already installed in your home to avoid drilling additional holesThey will install new cable if it is requested by the customer As you agreed to the terms of our 24-month commitment and the non-performance of those terms is out of our control, we are unable to waive your early termination fee If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) In good faith I did call to try to make the payments (altho much against my belief and was told that they weren't set up for payments.) So being that this is NOT of my doing and its easy to see that all my bills are paid on time, this will be one exception to my ruleI will NOT be paying for something that I did not instigate This is totally down to DISH and their installer I DO NOT ACCEPT THEIR RESPONSE Final Business Response / [redacted] (4000, 9, 2015/10/01) */ September 24, Ms [redacted] Duncanville, TX XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On September 24, 2015, we received your rebuttal, dated September 22, 2015, filed with the Revdex.com You said that you would not pay your balance because the disconnection of your DISH Network account was not your doing As we discussed previously, DISH Network offered twice to reinstall your service after a [redacted] technician unhooked itYou declinedAdditionally, DISH Network had no control over your decision to reinstall [redacted] As such, we are unable to waive your early termination feeHowever, as a courtesy, I applied a one-time $credit to your account in the interest of coming to a resolution If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 9, Dear Mr [redacted] : On December 7, 2016, we received your complaint, dated December 6, 2016, filed with the Revdex.com You said that you were advised that you owed DISH Network nothing but you were then billed When we spoke, I informed you that a review of your calls to DISH Network revealed that you were advised that your account was under a 24-month commitment and that its disconnection prior to the end of the commitment would incur an early termination fee As I advised you, your current balance of $includes your $early termination fee, two $shipping and handling fees for your leased equipment and charges for service rendered Once DISH Network receives payment for the full balance owed, your account will have a zero balance 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.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
January 18, Dear Dr [redacted] : On January 16, 2017, we received your complaint, dated January 13, 2017, filed with the Revdex.comYou expressed concern with the early termination fee to disconnect your serviceYou maintain that you experienced unresolved technical issues On August 8, 2015, you were enrolled in a 24-month commitment when your equipment was upgraded through our DISH’n It Up promotion Our records show that the technical issues that you reported were weather-relatedHeavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programmingHowever, your service will return after the weather condition has passedAs you requested, a technician was sent to your home on December 21, He confirmed that your service was working when he leftAlthough you stated that your service only worked for two days, we do not show that you contacted us until January 5, At that time, you opted to cancel your service Since your term commitment was not fulfilled, an early termination fee of $was applied to your accountYou were also charged two $unreturned equipment fees When I spoke with you by phone on January 17, 2017, I advised you that I made an exception and reversed the fees from your account, leaving a zero balance If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT###-###-####
March 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On March 15, 2016, we received your complaint, dated March 14, 2016, filed with the Revdex.comYou maintain that you were not provided the bundled monthly rate of $for the first year and $for the second year as promisedYou also stated that you were not compensated for the removal of channels due to contract negotiationsYou would like a refund for the overcharges and missing channelsDISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricingAs DISH Network bills for these channels in a package and not a la carte, account credits are not providedYour service was activated on January 21, 2015, with a 24-month commitmentYour promotion included a $monthly credit for the first monthsAn additional $monthly price protection credit was applied to offset a price increase because you were still within the 12-month promotional periodThis made your monthly rate $plus taxDISH Network experienced another $price increase on January 14, This along with the expiration of your promotional credits on January 21, 2016, caused you to be billed at the regular monthly rate of $plus tax During our phone conversation on March 1, 2016, I advised you that DISH Network is unable to access [redacted] ’s billing system to confirm their monthly charges or your bundled rateI also told you that DISH Network reserves the right to change prices at any timeDISH Network is unable to honor your pricing and programming refund requestsHowever, due to your dissatisfaction with my explanation, I waived your 24-month commitmentYou are not obligated to DISH Network and you may disconnect your service at any timeYou also requested that DISH Network remove the equipment from your homeWhen you agreed to a free installation of the equipment, it did not include the removal at the end of our business relationshipDISH Network only requires the return of the remotes and receivers and we will provide prepaid UPS boxes for the return upon the disconnection of your serviceWe do not require the return of the satellite dish; therefore, a technician is not sent to remove it 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: [redacted] -Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: Sincerely, Diane [redacted] Oh yes I knew they would say that well, I have been in touch with the tv stations and it is not on their end How come the field representative that was here told me that they have had a couple of other people with the same problem It is very frustrating when every show I watch it happens and I mean every one All I can say is this is some way to treat your long time customers Really good way to run a business And another thing they come out with a bigger hopper to record more shows at once, like I told them you would think they would get one perfected before they put another one out But I have heard from the techs that they don't care at all and I am seeing that now It is a poor way to handle a problem if you don't like it leave that really sounds good
Initial Business Response / [redacted] (1000, 10, 2015/07/02) */ July 1, [redacted] and [redacted] and [redacted] M [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mrand Mrs [redacted] : On June 26, 2015, we received your correspondence, dated June 25, 2015, filed with the Revdex.com You expressed concern that your DISH Network account was turned over to collectionsYou maintain you have not had service for one year and mentioned that you experienced service issues that were not resolvedHowever, you not specify I attempted to reach you at (XXX) XXX-XXXX on June and 30, 2015, and July 1, I left three voice messages Our records show that your service was disconnected due to nonpayment on September 14, 2014, leaving a balance due of $We have no record that issues with your service were reported prior to receiving this correspondenceNevertheless, I reversed the balance from your accountThis information will be removed from your credit reportPlease allow eight weeks for processing with the credit bureaus If you would like to restore your service, we ask that the first month of programming be paid up frontWhen the service is restored, troubleshooting steps will need to be performed over the phone with a technical support representativeIf necessary, a technician visit will be scheduled 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 to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
October 27, Dear Mr [redacted] : On October 27, 2016, we received your complaint, dated October 25, 2016, filed with the Revdex.comYou said that you ordered a receiver for the Tailgater and you maintain you were not advised of the term commitmentYou also disputed the signature on the agreement Our records reveal that your wife called on July 7, She requested to lease a third receiver for the TailgaterAs a result, the DISH’n It Up (DIU) equipment upgrade was added to your account with a 24-month commitmentThe agent advised your wife that a technician will deliver the receiverThe agreement was signed on July 9, 2016, (the date of delivery)Please note that the signature that is gathered is not on a paper document--it is on an electronic tabletThe electronic stylus used with the tablet may not track as quickly as a penTherefore, the signature may look distorted When we spoke, I advised you that your original Digital Home Advantage (DHA) commitment will be fulfilled on December 1, When this agreement ends, I will made an exception and remove the DIU term commitment from your accountYou accepted this resolution If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:am to 2:pm MST###-###-####
April 25, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms [redacted] : On April 20, 2016, we received your correspondence, dated April 18, 2016, filed with the Revdex.com You stated that DISH Network recently applied charges to your credit card account for early termination fees related to an account that does not belong to youYou requested that these charges be refunded My three attempts to contact you at [redacted] on April 20, and 25, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] @AOL.COM (copy enclosed), but I have not received a response I have reviewed the sales call during which the account was initiatedYou contacted DISH Network to establish service, providing your Social Security Number and credit card information, on July 3, Our records also indicate that you signed the contract when the service was installed 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: 2:pm to11:pm MDT, MON-FRI [redacted]
December 28, Ms [redacted] Re: Revdex.com Complaint # [redacted] Dear Ms [redacted] : On December 22, 2015, we received your correspondence, dated December 21, 2015, filed with the RevDex.com You disputed the monthly billing, as you maintain you are supposed to be billed at the same rate for the duration of your 24-month commitment I attempted to reach you at [redacted] on December 22, and 28, I left three voice messages We have no record of an offer that matches what you describedBecause you agreed to the Digital Home Advantage (DHA) promotion with a 24-month commitment, you are provided you with a monthly discount of $for monthsWhen the credit ended, you were billed the regular price for programming Please note that your monthly bills show a countdown of credits, e.g., of 12, of 12, of 12, etcI have enclosed a copy of your November and September and October billing statements for your reviewI also enclosed a copy of your signed DHA agreement for your records The billing is accurateWhile no additional credits or refund is warranted, I made an exception and applied a $monthly credit to your account for ten 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: Monday - Friday, 6:am to 2:pm MST [redacted] Enclosures (2) cc: Denver / Boulder Revdex.com [redacted] ***
January 7, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.com You expressed further concern with the 24-month commitment that was added to your account for an equipment upgrade As previously advised, a review of the customer service call on May 17, 2015, revealed that our representative disclosed the required term commitmentA copy of the signed agreement for this promotion was included with my previous correspondenceAs a result, the term commitment remains valid In order to receive the account records requested, we require a subpoena to be provided to DISH Network L.L.Cvia fax to [redacted] It can also be mailed to: DISH Network L.L.C [redacted] Attn: Subpoena 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.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: Why would I continue to ask for an extension when u don't give extensions the way the account was set upYou would cut my service off on the day that it was first set upThat should further prove my point that I did ask for my date to changeIf you could not give me a extension and I stop getting paid on the day it was initionally set up thenI would clearly ask for days to be changedAs I did on many occasionsBecause the way you set the account up that wouldnt allow me to get an extension and cutting my service off on the 16th and my pay date had changedI explained all of that to the representativeWhat I don't understand that if u no all of that why u can't find the information that I have that states you would make the changes to my accountMonths before AugustWhen my credit card declined I called in an explained to you all that it did because I no longer got a check before the 16th that is why I requested the change in the first placeAnd yes after I talk to someone about that I did ask for an extension but I was told that my account set up wouldnt allow in which I was (still asking the same thing why my dates haven't been changed after I was told they would.) Either way you look at itI still requested my dates to be changed way before August and your representative failed to change it after they got me to pay the bill after you all disconnected my service and call back to make the requestAnd after I called month after month about the same thing If you can get all that information keep searching I'm pretty sure you will run across the conversations that ive had about changing my datesThank you and God bless! Sincerely, [redacted] ***
This issue has been resolvedThank you very much!
March 5, Mr [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On February 22, 2018, we received your complaint, dated February 21, 2018, filed with the Revdex.com You indicated that your home was damaged during a technician visit and you do not agree with the denial of your claimYou requested that DISH Network reimburse you at least $for the damage Per the Corporate Field Resolutions Team, after an additional assessment was completed of the claim, we have decided to settle it When I spoke with you by phone today, you confirmed that you received a settlement letter for the $requested You may contact your Claim Manager, MsRhonda R [redacted] , directly at (866) 946-5710, if you have any questions regarding the settlement If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Ana V [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/04/23) */ April 21, Mrand Mrs [redacted] and [redacted] PO Box [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Mrand Mrs [redacted] : On April 20, 2015, we received your correspondence, dated April 17, 2015, filed with the Revdex.com You maintain you were unable to receive the service due to line of sight problems and you disputed the balance dueYou also expressed concern with the customer service you received When we spoke today, I advised you that the early termination fee of $and the programming balance of $(for a total of $474.77) were reversed from your account Your account balance is now $for the unreturned equipmentWe ask that the Hopper and Joey receivers with the remote controls be returned to DISH NetworkA return box with label will be delivered by UPS to your physical address ( [redacted] St., [redacted] , [redacted] ***) within seven business daysWhen the equipment is returned, the equipment fees will be reversed from your accountYou accepted this resolution 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.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ June 26, [redacted] XXXX XXth [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr***: On June 23, 2015, we received your complaint, dated June 22, 2015, filed with the RevDex.com You expressed concern that you did not receive wireless Bluetooth headphones for referring two customersYou stated that you were told that they would be shipped, but you haven't received them When we spoke I advised you that the certificate numbers you provided have not been usedYou told me that when you spoke with customer service you were left with the impression that they were used and that you would receive the wireless Bluetooth headphonesI agreed to send the wireless Bluetooth headphones to you at no cost 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: Mon - Fri 6:a.mto 2:p.mMDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ August 18, 2015 [redacted] XXXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear [redacted] ***: On August 17, 2015, we received your correspondence, dated August 14, 2015, filed with the... RevDex.com. You stated that you contacted DISH Network on August 6, 2015, to disconnect your account. You were advised at that time that you would receive a final bill and return shipping materials. On August 12, 2015, you received a notice that requested that your account balance be paid to prevent further collections. You requested confirmation that your account is disconnected and nothing was sent to collections. When we spoke today, I informed you that your account was not disconnected on August 6, 2015, as you requested. I confirmed that the account disconnection did occur on August 14, 2015. Return shipping material have been provided and as a courtesy, I waived the $21.65 balance. Nothing was sent to collections and the return of the leased equipment will finalize your account disconnection. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] ***
April 18, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms***: On April 18, 2017, we received your complaint, dated April 17, 2017, filed with the Revdex.com You expressed dissatisfaction with the customer service that you received when you contacted us regarding some billing concernsYou would like an account credit as compensation A review of your account shows that your account has had a continuous unpaid balance since it was activated on August 27, As a result, your account has been interrupted for non-payment each month since October and you have incurred a late fee The latest service interruption that you experienced was on April 17, Please be advised that DISH Network only allows one Promise-to-Pay during the current billing periodSince you had already been given a Promise-to-Pay on April 6, 2017, to April 15, 2017, our representatives were unable to provide you with a second Promise-to-Pay As an exception, your service was restarted on April 17, 2017, and a Promise-to-Pay was granted on your account until April 24, To avoid future service interruptions, please pay the full amount that is listed on your billing statement When I spoke with you by phone today, I advised you that we are unable to provide you with an account credit as requestedAlthough you asked that your term commitment be waived because of this issue, I advised you that your 24-month commitment would still applyAs a courtesy, I reversed two $Promise-to-Pay charges from your account We appreciate that you brought your customer service concerns to our attention so we may address them internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
December 27, 2017Mr [redacted] * [redacted] ** ***Re: Revdex.com Complaint # [redacted] Dear Mr***:On December 19, 2017, we received your complaint, dated December 18, 2017, filed with the Revdex.com.You disputed the early termination fee that was applied to your DISH Network accountYou indicated that you cannot afford the monthly rate and you experienced weather-related technical issuesYou also stated that you are moving and are unable to take the service with youYour DISH Network service was activated on November 6, 2016, with a 24-month commitment through November 6, Since your service was placed on DISH Pause from February 24, 2017, through June 15, 2017, your term commitment was extended to February 23, Please be advised that heavy rain, snow or dense cloud cover can reduce the satellite signal, which may interrupt your programming service; however, the service will return after the weather condition has passedOur records do not show that you contacted us to report any technical issues with your service or equipmentOn July 13, 2017, your programming was changed to the Welcome Pack and a second receiver was deactivatedThese changes reduced your monthly rate to $plus taxAs indicated in your contractual agreement (enclosed), you are still bound to the term commitment if you change your residence When you contacted us on November 22, 2017, to disconnect your service, you disputed the early termination fee because you stated that your home was damaged during your original installationAs you did not agree with the fee, your concerns were forwarded for further reviewWhen we spoke by phone on November 22, 2017, I advised you that our records do not show that you contacted us previously to report the damage to your homeAlthough I opened a claim to research this issue further, I advised you that the early termination fee would be validI also offered to schedule an appointment to move the service to your new residence; however, you declinedAs you requested, I canceled your serviceAn early termination fee of $was applied to your account for the remaining months left in your term commitmentYou were also charged a $equipment return fee, bringing your total balance to $On November 30, 2017, you were contacted via email by MrLuke C [redacted] , from our Executive Communications TeamMrC [redacted] was following up with you since you indicated that you had not been contacted regarding your damage claimIn your email response to him dated December 1, 2017, you again disputed the early termination fee because of technical issues with your serviceYou also mentioned that you were in the process of movingHe advised you that the balance would remain valid as we had no record that you contacted us to report technical issuesHe also offered to schedule an appointment to install the service at your new residenceThe balance on your account remains validIf you would like to restart your service and accept our offer to install it at your new residence, you may contact me directlyIf there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely,Ana V***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday-Friday, 6:am – 3:pm MDT(720) 514-7291Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***