February 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 9, 2018, we received your correspondence, dated February 8, 2018, filed with the Revdex.com You said you experienced technical issues with the service and you expressed concern that a technician visit was not offered prior to disconnectionYou disputed the early termination fee When I spoke with you today, I made an exception and reduced the early termination fee by half to $We ask that the remaining balance of $be paidYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents 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, 5, 2015/08/21) */ August 12, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the Revdex.com You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future 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 Cherokee St Denver, CO XXXXX [redacted] ***
February 26, Ms [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ( [redacted] on February 19, and 26, 2018, and I left three messagesI also sent an email to [redacted] with a request to contact me, and I received an email from you You maintain that you did not receive the channels you requested and that you did not get any kids’ channelsYou indicated that you were charged an additional $to get some of the channels you requestedIn addition, you expressed concern that a table was damaged during the installation and no one has followed up with youYou also mentioned that you want the satellite dish removed A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an apackage for an additional $per month, for a total monthly cost of $You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentionedShe read the channels to you and you agreed to itThere were no kids’ channels mentioned With regard to the damage claim that you filed, we show that MrB [redacted] from the Corporate Field Resolutions Department spoke with you on February 22, He requested pictures of the damaged tableYou may contact him directly at 1-866-946- Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for freeThe starting cost to remove a satellite dish is $You may also contact a local retailer You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreementSince you did not fulfill the commitment, you were charged a $early termination feeWe did not find any misinformation and the early termination fee remains validHowever, as an exception, I reduced it to $ Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $ If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/26) */ May 22, Ms [redacted] N [redacted] Dr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms***: On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the RevDex.com You expressed concern with the early termination fee to disconnect your serviceYou maintain that you are not receiving the channels that you requested and you had to upgrade your programming package Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC (***-***-***), an independent companyA review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH NetworkWe did not find that the BBC and Hallmark channels were requested When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your accountAs you requested, I disconnected your serviceI also submitted a refund of $to your credit card account for your initial paymentPlease allow three to five business days for processing 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 (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 23, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 14, 2015, we received your complaint, dated July 13, 2015, filed with the Revdex.comMy attempts to reach you by phone on July 17, and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you sent in a payment of $and didn't receive credit for itYou request that your payment be applied to your account and to be compensated for your inconvenience Your payment was located and applied to your DISH Network account on July 19, We provided you with a one month credit of $and we waived your $late fee and $Promise-To-Pay fee as compensation for the issue We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future 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 Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is stated that I was given a one month credit which is not trueI just received my bill from Dish and what they are saying was a credit given was actually my payment for the next payment period (period 7/to 8/8) of $I made payment with a check (***) on 7/11/That payment was taken out of my checking account on 7/20/There was no month credit given to my accountMy statement that I just received in the mail has a due date of 8/8/so I am not getting a credit for that period eitherHe states that my payment was located and applied to my account which is true and I was given the other credits he stated except the one month creditI feel if you are going to say that you are going to provide me with a month credit I should be given it Final Business Response / [redacted] (4000, 9, 2015/08/12) */ August 3, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 3, 2015, we received your rebuttal, filed with the Revdex.com, dated July 31, You said that you have not received a credit of $ Your bill is printed and mailed on the 24th of each monthThe credit we provided you with was applied on July 28, You will see the credit reflected on your August 24, 2015, billing statement 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ April 27, Ms [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the Revdex.com You said that your service was not canceled as requested in March and you asked for a refund A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be providedAs a result the service remained active Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted] @***.COMBecause your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within days after the date you receive the bill for which you are seeking correctionFailure to timely notify us of a dispute constitutes your acceptance of the corresponding billYou may view this agreement online at www.dish.com/legal Although this matter was not reported until April 21, (the date of disconnection), as a courtesy I submitted a credit card refund of $Please allow five business days for processingThis refund amount is for six months of serviceYou accepted this resolution I 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] ***
Dear Mr [redacted] : On February 1, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.comYou stated that when you disconnected your DISH Network service, you were provided a statement reflecting a zero balance owedYou have now received another bill indicating that you owe $You do not agreed that you owe this balance and you would like it resolvedWhen we spoke today, I advised you that the charge was your early termination feeHowever, your signature was not electronically captured so I agreed to waive the fee and resolve the balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolutionIf 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: 2:pm to11:pm MDT, MON-FRI ###-###-####
March 2, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear MsSummers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, You requested an Xbox because you referred three people for service Our records reveal that you referred yourself and two other customersHowever, the customer that established account [redacted] with referral certificate # [redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer 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 through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
January 25, MrRuchit [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.comYou stated that your current receiver does not support access to the DISH Anywhere serviceYou recently expressed interest in accessing this service, so you requested that your equipment be upgradedYou indicated that the customer service you encountered did not meet your expectationsIf your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit reportMy three attempts to contact you at ###-###-#### and ###-###-#### on January 21, and 25, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concernsTo access the DISH Anywhere service, a receiver with Sling and internet access is requiredYour current receiver is not compatible, so it would require a receiver upgradeAs previous explained, upgrading your equipment would result in an increase to your monthly billThese fees are disclosed in the terms of your contractAdditionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requestedYour customer service concerns have been forwarded to the appropriate area to be addressedI would like to offer you a receiver upgrade at no chargeI can waive the contract extension; however, the monthly fees would applyPease contact me at ###-###-#### to accept this offer Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ August 31, Mr [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels Your service was activated on June 5, 2015, with a 24-month commitment with our Smart packageDISH Network does not offer a trial period for our service Our records reveal that your programming was changed to the America's Top package on June 5, 2015, to include the requested channels, and a monthly credit of $was also applied to your account for months When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitmentI also disconnected your 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: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com You expressed concern that two satellite dishes are installed on your rental property and that we do not remove themYou maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customerIt is no longer the property of DISH Network This is a tenant/landlord disputeIt is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission The starting cost to remove one of our satellite dishes is $You may also contact a local retailer to remove the satellite dishes If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
January 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.comYou maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayedPlease refer to my previous responses, wherein I advised you that I reviewed your technical support chatA damaged power cord was never reported to DISH Network The agent never asked you to crawl under a desk The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting your accountIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ June 2, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the Revdex.com You stated that two payments were collected from your bank account on May 25, 2015, by DISH NetworkYou only authorized one payment of $You did not authorize the $paymentYou have incurred bank charges related to this errorAdditionally, the customer service you encountered while attempting to address the matter did not meet your expectationsYou requested that the $payment and the fees you incurred be refunded When we spoke today, I apologized for the difficulty you experiencedI agreed to refund $for the bank charges that you incurredYou indicated that you did not wish to have the $refund any longer and 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is the only option available to me Sincerely, [redacted]
April 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On April 6, 2016, we received your rebuttal, dated April 5, 2016, filed with the Revdex.comYou expressed concern that when the DISH Network technician added the additional services I offered you, he asked you to sign a contractYou would like confirmation that you do not have a contractPer our March 22, 2016, conversation and my March 24, 2016, response to your complaint, I waived the early termination fee associated with the contractPlease understand that signing the documentation presented by the technician is just standard procedure 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] 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 Sincerely, [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 However I did not receive any phone messages and found out about the decision by calling Dish customer service about my bill I Thank [redacted] for forgiving the penelty I appreciate it Also I feel your contracts should be signed by the customer after they see the terms in writing Some people,especially the elderly, do not understand or use e-mail or have the computer knowlege that is expected of them I have not gotten any written information on this decision only an e-mail I did not hear from Dish directly Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ July 27, 2015 [redacted] , [redacted] XXXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms. ***: On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better... Business Bureau. You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues. A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service. The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] ***
Dear [redacted] : On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com You said that you have been trying to get the damage done to your home fixed, but with no successYou asked that we repair the damage When we spoke, you confirmed that you have spoken with your claim manager, [redacted] , (###-###-####, ext***) regarding your claimI told you to contact me if you need any assistance 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 ###-###-####
March 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com You stated that your homeowners’ association no longer allows satellite dishes on your propertyYour DISH Network satellite dish was removedYou requested that your account be disconnected and that your early termination fee be waived When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your accountYou accepted this resolution It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
February 15, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 9, 2018, we received your correspondence, dated February 8, 2018, filed with the Revdex.com You said you experienced technical issues with the service and you expressed concern that a technician visit was not offered prior to disconnectionYou disputed the early termination fee When I spoke with you today, I made an exception and reduced the early termination fee by half to $We ask that the remaining balance of $be paidYou accepted this resolution We appreciate your feedback and your concerns will be used to improve our customers’ interactions with our agents 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, 5, 2015/08/21) */ August 12, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 10, 2015, we received your complaint, dated August 7, 2015, filed with the Revdex.com You expressed concern regarding unreturned equipment charges and the early termination fee, as well as our customer service When we spoke by phone, I advised you that the charges for unreturned equipment and the early termination fees have been waived I am unable to offer any additional compensation, as we agreed to waive the early termination fee although we consider it to be a valid charge I apologized for the level of customer service you received and I provided you with my contact information should you need assistance in the future 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 Cherokee St Denver, CO XXXXX [redacted] ***
February 26, Ms [redacted] * [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On January 31, 2018, we received your complaint, dated January 30, 2018, filed with the Revdex.com I unsuccessfully attempted to contact you at ( [redacted] on February 19, and 26, 2018, and I left three messagesI also sent an email to [redacted] with a request to contact me, and I received an email from you You maintain that you did not receive the channels you requested and that you did not get any kids’ channelsYou indicated that you were charged an additional $to get some of the channels you requestedIn addition, you expressed concern that a table was damaged during the installation and no one has followed up with youYou also mentioned that you want the satellite dish removed A review of the sales call reveals that you mentioned the ID channel, Bravo, and TLC, and the sales agent offered the Flex Pack with the Variety Pack as an apackage for an additional $per month, for a total monthly cost of $You asked if you would be losing anything and she told you that the Flex Pack included the channels you mentionedShe read the channels to you and you agreed to itThere were no kids’ channels mentioned With regard to the damage claim that you filed, we show that MrB [redacted] from the Corporate Field Resolutions Department spoke with you on February 22, He requested pictures of the damaged tableYou may contact him directly at 1-866-946- Once you accept the installation of the satellite dish, it becomes your property and it is not required to be returned; we do not uninstall it for freeThe starting cost to remove a satellite dish is $You may also contact a local retailer You initiated your account under the Digital Home Advantage 24-month agreement (copy enclosed), which included a 24-month agreementSince you did not fulfill the commitment, you were charged a $early termination feeWe did not find any misinformation and the early termination fee remains validHowever, as an exception, I reduced it to $ Because we received a dispute for the initial payment for the equipment upgrade ($53.38), the remaining balance due on your account is $ If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- Enclosure cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/26) */ May 22, Ms [redacted] N [redacted] Dr [redacted] , [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms***: On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the RevDex.com You expressed concern with the early termination fee to disconnect your serviceYou maintain that you are not receiving the channels that you requested and you had to upgrade your programming package Your service was activated on May 15, 2015, with a 24-month commitment through Altitude Marketing LLC (***-***-***), an independent companyA review of the sales call confirmed that although you requested MeTV and SyFy, Me TV is not currently carried by DISH NetworkWe did not find that the BBC and Hallmark channels were requested When I spoke with you by phone today, I advised you that I waived the 24-month commitment on your accountAs you requested, I disconnected your serviceI also submitted a refund of $to your credit card account for your initial paymentPlease allow three to five business days for processing 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 (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ July 23, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On July 14, 2015, we received your complaint, dated July 13, 2015, filed with the Revdex.comMy attempts to reach you by phone on July 17, and 23, 2015, have been unsuccessful; however, I was able to leave a voice message on each attempt You said that you sent in a payment of $and didn't receive credit for itYou request that your payment be applied to your account and to be compensated for your inconvenience Your payment was located and applied to your DISH Network account on July 19, We provided you with a one month credit of $and we waived your $late fee and $Promise-To-Pay fee as compensation for the issue We regret that your experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future 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 Cherokee St Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is stated that I was given a one month credit which is not trueI just received my bill from Dish and what they are saying was a credit given was actually my payment for the next payment period (period 7/to 8/8) of $I made payment with a check (***) on 7/11/That payment was taken out of my checking account on 7/20/There was no month credit given to my accountMy statement that I just received in the mail has a due date of 8/8/so I am not getting a credit for that period eitherHe states that my payment was located and applied to my account which is true and I was given the other credits he stated except the one month creditI feel if you are going to say that you are going to provide me with a month credit I should be given it Final Business Response / [redacted] (4000, 9, 2015/08/12) */ August 3, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On August 3, 2015, we received your rebuttal, filed with the Revdex.com, dated July 31, You said that you have not received a credit of $ Your bill is printed and mailed on the 24th of each monthThe credit we provided you with was applied on July 28, You will see the credit reflected on your August 24, 2015, billing statement 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 Cherokee St Denver, CO XXXXX [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/11) */ April 27, Ms [redacted] ** ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On April 24, 2015, we received your correspondence, dated April 23, 2015, filed with the Revdex.com You said that your service was not canceled as requested in March and you asked for a refund A review of your account shows that during your disconnection request, the call was dropped and the disclosures could not be providedAs a result the service remained active Our records also reveal that a monthly billing statement and payment confirmation emails were sent to you at [redacted] @***.COMBecause your account was established with Credit Card AutoPay (CCA) a payment was collected every month for the amount due When we spoke on April 24, 2015, I explained that we disclose in the DISH Network Residential Customer Agreement that if you believe you were billed in error and are seeking correction, you must report this matter within days after the date you receive the bill for which you are seeking correctionFailure to timely notify us of a dispute constitutes your acceptance of the corresponding billYou may view this agreement online at www.dish.com/legal Although this matter was not reported until April 21, (the date of disconnection), as a courtesy I submitted a credit card refund of $Please allow five business days for processingThis refund amount is for six months of serviceYou accepted this resolution I 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] ***
Dear Mr [redacted] : On February 1, 2016, we received your complaint, dated January 27, 2016, filed with the Revdex.comYou stated that when you disconnected your DISH Network service, you were provided a statement reflecting a zero balance owedYou have now received another bill indicating that you owe $You do not agreed that you owe this balance and you would like it resolvedWhen we spoke today, I advised you that the charge was your early termination feeHowever, your signature was not electronically captured so I agreed to waive the fee and resolve the balanceAdditionally, I requested that the charge be removed from the collections process and the debt be deleted from the credit bureausYou accepted this resolutionIf 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: 2:pm to11:pm MDT, MON-FRI ###-###-####
March 2, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear MsSummers: On February 25, 2016, we received your complaint, dated February 24, 2016, filed with the Revdex.com You indicated that DISH Network offered a free Xbox system if a person referred three friends by December 31, You requested an Xbox because you referred three people for service Our records reveal that you referred yourself and two other customersHowever, the customer that established account [redacted] with referral certificate # [redacted] on December 19, 2016, canceled the sale and the system was never installed; therefore, you do not meet the qualifications for the Xbox offer 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 through Friday 7:am to 3:pm MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] *** Tell us why here
January 25, MrRuchit [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On January 20, 2016, we received your correspondence, dated January 15, 2016, filed with the Revdex.comYou stated that your current receiver does not support access to the DISH Anywhere serviceYou recently expressed interest in accessing this service, so you requested that your equipment be upgradedYou indicated that the customer service you encountered did not meet your expectationsIf your equipment cannot be upgraded as you requested, you asked that your early termination fee be waived, equipment removed and the credit inquiry done to establish your account removed from your credit reportMy three attempts to contact you at ###-###-#### and ###-###-#### on January 21, and 25, 2016, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at [redacted] (copy enclosed), but we have been unable to address your concernsTo access the DISH Anywhere service, a receiver with Sling and internet access is requiredYour current receiver is not compatible, so it would require a receiver upgradeAs previous explained, upgrading your equipment would result in an increase to your monthly billThese fees are disclosed in the terms of your contractAdditionally, your contract terms are for service--not for specific programming or equipment; therefore, we are unable to waive your contract as requestedYour customer service concerns have been forwarded to the appropriate area to be addressedI would like to offer you a receiver upgrade at no chargeI can waive the contract extension; however, the monthly fees would applyPease contact me at ###-###-#### to accept this offer Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] Enclosure cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ August 31, Mr [redacted] XXXXX [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Mr [redacted] : On August 28, 2015, we received your complaint, dated August 27, 2015, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you attempted to cancel your service the same day it was installed because you did not receive the promised channels Your service was activated on June 5, 2015, with a 24-month commitment with our Smart packageDISH Network does not offer a trial period for our service Our records reveal that your programming was changed to the America's Top package on June 5, 2015, to include the requested channels, and a monthly credit of $was also applied to your account for months When I spoke with you by phone on August 28, 2015, I advised you that I made an exception and waived your 24-month commitmentI also disconnected your 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: Monday-Friday, 6:am - 3:pm MDT (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
December 11, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On December 14, 2017, we received your complaint, dated December 2, 2017, filed with the Revdex.com You expressed concern that two satellite dishes are installed on your rental property and that we do not remove themYou maintain you were told that the satellite dishes belong to us while the service is active but once service is disconnected, it belongs to the customer When I spoke with you by telephone today, I advised you that once the satellite dish is installed and the customer accepts the installation, it becomes a permanent fixture of the home and belongs to the customerIt is no longer the property of DISH Network This is a tenant/landlord disputeIt is the tenant’s responsibility to inform DISH Network that it is a rental property, and to obtain landlord permission The starting cost to remove one of our satellite dishes is $You may also contact a local retailer to remove the satellite dishes If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, Gerri S [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT (720) 514- cc: Denver / Boulder Revdex.com EFlorida Avenue, Suite Denver, CO [redacted] ***
January 6, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr***: On January 5, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.comYou maintain that a DISH Network agent advised you to go under a table to power on your receiver and that you reported to us that your receiver power cord was frayedPlease refer to my previous responses, wherein I advised you that I reviewed your technical support chatA damaged power cord was never reported to DISH Network The agent never asked you to crawl under a desk The agent did ask you to power on your receiver, which you declined to do and insisted on disconnecting your accountIf 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: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ June 2, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms***: On June 1, 2015, we received your correspondence, dated May 29, 2015, filed with the Revdex.com You stated that two payments were collected from your bank account on May 25, 2015, by DISH NetworkYou only authorized one payment of $You did not authorize the $paymentYou have incurred bank charges related to this errorAdditionally, the customer service you encountered while attempting to address the matter did not meet your expectationsYou requested that the $payment and the fees you incurred be refunded When we spoke today, I apologized for the difficulty you experiencedI agreed to refund $for the bank charges that you incurredYou indicated that you did not wish to have the $refund any longer and 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:pm to11:pm MDT, MON-FRI (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is the only option available to me Sincerely, [redacted]
April 6, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On April 6, 2016, we received your rebuttal, dated April 5, 2016, filed with the Revdex.comYou expressed concern that when the DISH Network technician added the additional services I offered you, he asked you to sign a contractYou would like confirmation that you do not have a contractPer our March 22, 2016, conversation and my March 24, 2016, response to your complaint, I waived the early termination fee associated with the contractPlease understand that signing the documentation presented by the technician is just standard procedure 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] 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 Sincerely, [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 However I did not receive any phone messages and found out about the decision by calling Dish customer service about my bill I Thank [redacted] for forgiving the penelty I appreciate it Also I feel your contracts should be signed by the customer after they see the terms in writing Some people,especially the elderly, do not understand or use e-mail or have the computer knowlege that is expected of them I have not gotten any written information on this decision only an e-mail I did not hear from Dish directly Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ July 27, 2015 [redacted] , [redacted] XXXXX Re: BBB Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms. ***: On July 20, 2015, we received your complaint, dated July 14, 2015, filed with the Better... Business Bureau. You requested to be released from the internet service agreement because it is too slow and you have experienced many technical issues. A review of your account reveals that there have been several technical issues reported. Therefore, I released you from the 24-month commitment to internet service. You will not be charged an early termination fee for the internet service. The TV service was disconnected and there was no early termination fee for the TV service. Please return the Hopper, [redacted] and remotes to avoid unreturned equipment fees and keep the return tracking numbers for your records. If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT (XXX) XXX-XXXX cc: Denver / Boulder RevDex.com 1020 Cherokee St. Denver, CO XXXXX [redacted] ***
Dear [redacted] : On June 17, 2016, we received your complaint, dated June 15, 2016, filed with the Revdex.com You said that you have been trying to get the damage done to your home fixed, but with no successYou asked that we repair the damage When we spoke, you confirmed that you have spoken with your claim manager, [redacted] , (###-###-####, ext***) regarding your claimI told you to contact me if you need any assistance 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 ###-###-####
March 10, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr***: On March 8, 2016, we received your correspondence, dated March 8, 2016, filed with the Revdex.com You stated that your homeowners’ association no longer allows satellite dishes on your propertyYour DISH Network satellite dish was removedYou requested that your account be disconnected and that your early termination fee be waived When we spoke today, I agreed to waive your early termination fee as a courtesy, and I disconnected your accountYou accepted this resolution It has been a privilege to have you as a customer, and we would very much appreciate the opportunity to serve you again in the future should your situation change 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] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***