July 21, *** *** ** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On July 18, 2017, we received your complaint, dated July 17, 2017, filed with the Revdex.com You indicated that your company’s credit card account was used to make unauthorized payments for DISH Network serviceYou stated that you were assured the credit card account information would be removed when you contacted us on May 10, 2017; however, the account was debited for two months afterwardYou requested a full refund Our records show that your company’s credit card account was provided for a one-time payment on December 22, It was also enrolled in Credit Card AutoPay with this information Although the credit card account was blocked from any further payments on May 10, 2017, because the card number was changed by your bank, payments were debited on May 31, ($146.62), and July 1, ($155.28), using the new credit card numberOur records show that these payments were refunded on July 7, When I spoke with MsDenise Chamberlain by phone on July 19, 2017, I advised her that I submitted a total refund of $for the additional paymentsPlease allow three to five business days for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Complaint: ***
I am rejecting this response because: If someone is used to their debit card being the main only source of payment for their bill then no wonder my father thought that he was using his debit card to pay his billIn some fashion rather you all would like to realize it or not thats technically a save you all did with my debit card, that debit card that was used wrongly was STORED in DISH NETWORK Database in some shape form or fashion SirSo with that being said its not my responsibility to cover the overdraft fees with a credit to a bill thats NOT my service from the beginningI couldnt tell my bank I would pay them back with a credit so why on earth do you feel as if a CREDIT is supposed to sit well with meIf a consumer where to take from DISH you all would want the highest compensation possible such as back payment or worse showing on ones credit reportBut since you all made the error to the consumer Im supposed to overlook it and just be grateful for the petty offer you made meIm furious with this situation because on top of my funds being damaged I was giving the run around from 4-employees from DISH NETWORK
Sincerely,
*** ***
September 27, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com You maintain that a DISH Network account was established in your name without your authorizationYou stated that you paid the balance because you were in the process of purchasing a home and you were unable to get through to our Customer Service Department for assistanceYou requested a refund and for the account to be removed from your credit report Since your personal information is attached to the DISH Network account in question, we require an identity theft claim to be opened to research further When I spoke with you by phone on September 26, 2017, I advised you that we are unable to remove the account from collections or provide a refund until we determine that the account was established fraudulently using your informationI sent you an email with additional instructions on our ID theft process If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
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Complaint: ***
I am rejecting this response because: Dish is continuing to make statement about their offerThey seem to have the initial conversation but do not speak of the following phone calls to the representatives on 10/16-10/Please note that I continued to inquire about the channel liand made at clear to the representative that I could not afford to add an additional $for the channels that were not made available to meAgain, I did agree to pay an additional $the first night for MTV but in finding still that a few of the other channels from the choice package that I had with Directv was missing, I was asked the next night to pay another $To try to get another channels added , I would have to drop my locals deducting my bill by $I accepted because keeping my bill at a minimal was imperative to accommodate my financial obligation to DishPlease note again, $was not a one time payment! Listen to the calls!During my first days with this company was a nightmare that got worst with time! After day three, I unplugged all their equipment and cancelled the bank draftThis company had no regards for my needs! All they were trying to do was make a sell! They are still asking for a contract that they failed to comply withThe initial call confirms the lie behind the flex package.I have excellent credit because I consider my income with my purchasesThe flex package is very misleading! There's no flexibility in it! The only flexible thing I found was their ability to flex my bill, beneficial to Dish!Presently, there still has been no resolution to my damaged furniture and I've responded to each phone call with the necessary informationThere's also a huge Dish left on the lawnI'm going to have been responsible for having deposited ofIf this dish was on a pole it wouldn't be such an eye sore and I complained the first day to the installerHis reply was, " someone will come out ASAP to place it in a more secure area ( on a pole). Please Revdex.com, help me to get out of this nightmare because I'm still being haunted by it!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You said that you were not advised that your DISH Network account would be under a 24-month commitmentYou also expressed concern about the level of customer service you received
I attempted to reach you at (XXX) XXX-XXXX on August 26, and 28, I was unable to leave any message because each call terminated before it was answered
I reviewed all three calls we have on record that we received concerning your account
Our records indicate that Mr*** contacted us on September 23, 2015, to disconnect due to financial hardshipWhen advised of the early termination fee he advised the agent to leave the account as is
Mr*** contacted us again on November 4, 2015, and requested a Return Authorization (RA) number to return the leased equipment associated with your accountHe indicated that you had boxes and just needed the RA numberThe agent advised Mr*** to make note of the tracking number as a replacement for the RA numberHe never requested the address of our warehouse
We have no record of any calls for technical issuesAdditionally, we do not sell return kitsthey are sent automatically when an account is disconnected, as our agents explained
Please note that DISH Network and Windstream are separate companiesAs such, I was unable to review your sales callAs our records for your account indicate that you agreed to, and received the benefit of, the 24-month commitment, I am unable to waive your early termination feeHowever, if you are able to provide some documentation from Windstream stating that they reviewed your sales call and that you were not advised of the 24-month commitment, I will waive the fee
Please forward any documentation to me at ***@DISH.com or at DISH Network, Attn: *** *** ** *** *** *** *** XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is full of errors from *** *** at DISH NetworkFirst...There is No mention of the first call for service problems that was Transferred from Windstream to DISH on September 15, On that date we were told that the DISH is subject to "Environmental Conditions"We believe they meant Weather PermittingThe Dates on the Document are ALL listed for not The Phone Number on the account has been disconnected since May of If MrSimons had called the number he would have been advised that "the number you have dialed has been disconnected or no longer in service...A2304"
They do "Sell" Return kits with the RA Number and return Address...Prepaid Shipping and the girl wanted to schedule a Disconnection Date for the Technician to "Remove the Equipment"This she said would result in a service charge as well
If a person Requests a Return Authorization #, the Customer would also request the location of delivery? Where to send the ItemsSince DISH has No Authorized Receiving centers in ***, the CSR would be obligated to advise of where to send to equipment...or so you would thinkThe initial sales call was from DISH Authorized Representative that called me back on my cell phone to advise they were able to get the Credit Approvedfor DISHWe had called to get Basic Cable NOT DISHThe DISH REPRESENTATIVE insisted that there was NO Cable service in our areaCable TV Service Lines are attached to the houses in our area and some have serviceLIESfrom the StartAs for documentation, DISH did not (nor does not) give written work orders, handbooks, nor information about DISH Services but Spends Thousands on Advertisements (Printed in Newspapers/ Magazines) No Receipts either
As long as DISH stands by their "What you agreed to..." Posturethey should Advise the Customer Truthfully in the Beginning! Hiding behind "you can review your agreement on-line" doesn't cut it when you cannot view the agreement prior to Verbally Agreeing/ and then not be able to get a copy of the "Agreement" before installation"Let the Buyer beware!" is so true when dealing with DISH Salespeople and Customer "Service"We will forward a copy of your letter to Windstream as well as request any documentation they may havebut in the future, we suggest that DISH Properly Advise their Sales Division to Closely Monitor their Authorized RepresentativesAnyone that is renting, on GovtAssistance, and barely able to scrape byWould not agree to their terms nor a year contractwhen the Customer States "NO-CONTRACT" they mean itthey Rent for a year, why would they agree to a year contract? And if a contract is Agreed to then BEFORE INSTALLING the INSTALLER should be Upfront and advise of the Services that were agreed to...and have a Printed copy of the Agreement/ Work order for the customer to have as a receiptNot just the on-lineYou ask for documentation...Where is the documentation for the customer, when internet is not an option? Benefit of a month commitment? How is it a benefit? When the "commitment should have NEVER BEEN! No-Contract means NO-Contract!Companies that make products (TV, Stereo, Electronics, and others) most all give the Consumer a return address for defective/ faulty equipment and some even will pay for the return postageBut DISH seems to try to retain customers by "Bullying" them into having a Technician come to "remove the equipment" or charge you for the boxes, return labels, and shipping chargesMy husband advised not to use Satellite Service, Direct TV/ DISH Networkthey are all the sameCustomer Service is a thing of the past...now it is Customer Retentionat all costs
Footnote: Financial Hardships...you have NO IDEA! Given that the home was a Rental, Neither of us were working (at time of install), and on GovtFood Stamps...NO-ONE would be able to afford the Monthly charges of all of the "Basic" UtilitiesNor the luxury of Satellite TVDealing with DISH Network, Windstream Communcations and the dishonest Sales Tactics used to get a customerWe will NEVER EVER USE DISH Network Again! As far as your CSR Dept"Listen to the Customers' Needsand assist themThis will help to retain them as potential customers in the future and not alienate themToo late for this customer...Lied to, insulted, and given the worst customer "service" ever
Resolution:
1) Have DISH Network put their agreements in Paper form before installation!
2) Have DISH Network Authorized Representatives stand behind the verbal agreementsNo-Contract means NO-Contract!
3) If DISH Network cannot sell their services, without "bending the rules", "making it work", of some other form of lying that gets the salethen say soWe had accepted the fact that we did not have the proper credit rating to get DISH servicebut the salesman called back mins later and was able to get it approvedWhy? How? and Why were we put on a contract that we were told was a month to month service (could cancel at anytime)Then when questioned about it, he said that we would be charged if we did not return the equipmentMore lies to make a sale
4) People in hardship, corporations are made of peopleSometimes bad things happen to good peopleCredit doesn't define the Good or Bad in PeopleCompanies tend to forget thisContracts are meant for Securing Income for a business over a period of timeThere are no provisions to allow for Disaster Circumstances or Financial Ruin of the CustomerOnly to threaten and harass the Customer when they cannot complete the ContractBad things happen to good peopleKeep your salespeople aware of thisDon't sell them something they cannot afford! In time nor money
5) Authorized Representatives- they represent DISH NetworkIf THEY ARE LYING to the customer, YOU ARE LYING to the customerif they sell a product or service under a specific guideline, the Representative is inferring that the Company is agreeing to these termsNO-contract means NO_CONTRACT! PUT it in Writing before any installation beginsNot on the Internet! That is not always an option!
6) If the Company receives their "rental" equipment, they usually send/ or give the customer a receiptNOT the case with DISH Networkthere is Authorized Sales and Installers but no where to get a DISH Network Authorized Receipt for returned products...a RA# does not cover the products returned only that something was returned under that #Again, online doesn't cut itMaybe the Authorized Sales/ Installers should be accountable for the Equipment they install and receive the returned equipment (and issue a receipt) for return to the company...not a service charge...CUSTOMER SERVICE?
7) Automatically sending return kits and charging the customer for themIf a customer asked, "where the equipment should be returned to?" and for a return authorization # then this information should be provided(refer to #above)
8) Waive the early cancellation feesif there is no money to keep the service/ or contract...(that should not have been, in the first place)How can the company expect that a person can "magically" come up with $300-$for a cancel fee? Do you accept food stamps? Sell my car? Take my rent payment? Electricity Bill Payment? Sell my Blood? I don't think so!!! And it would be IllegalSo what is the answer, harassment by the billing department, collection agencies, attorneys, court fees,,,etc, etc
Our Credit was ruined, lost our home, lost our vehicle, sold what we could (to keep the roof as long as we could), on GovtSNAP Benefit Program for food, and have NO incomeWhere do you suggest your early cancellation fees come from..?
I await your reply!....NO MORE DISH Network LIES!
Final Business Response /* (4000, 9, 2015/09/10) */
September 9,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 2, 2015, filed with the Revdex.com
You said that a DISH Network authorized representative provided you with incorrect information during your saleYou also expressed concern about the level of customer service you received and disputed the early termination fee applied to your DISH Network account
Our records show that your account was created by a Windstream sales agent, not a DISH Network agent
As I explained in my previous response, a review of calls made to DISH Network revealed no requests for an address to return your leased equipment, only for a return authorization numberIf an address was requested, the agents have that information and will provide it
DISH Network does offer no-commitment accounts called Flex accounts, but the customer must purchase the receivers and pay for the installation and activation up frontIf no commitment was requested, this account would have been suggested as an optionDISH Network does not offer a no-contract account
DISH Network sends an email when leased equipment is returned to us in order to alert you that it has been receivedYou were also advised to retain your tracking number so that you could monitor the return of your leased equipment
As you indicated that you are having financial difficulties, I made an exception and waived half of your early termination fee; but, as I was unable to locate any misinformation that was given, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
February 14, *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2017, we received your complaint, dated February 13, 2017, filed with the Revdex.com You said that when you called in to speak with customer service about getting your courtesy credits extended, you received poor customer serviceYou feel that the agent and supervisor should be disciplined and your credits extended When we spoke, I advised you that I reviewed the call recording and we will address this issue internallyHowever, the agent and supervisor were accurate when they advised you that your account did not qualify for an extension of the $monthly courtesy credit If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
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*** Dear Mrand Mrs***: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your service for TV and internet took too long to bundle and that your price increased after the first year when you had a 24-month agreementYou disputed the early termination feesIt may take up to two billing cycles for the accounts to be mergedAdditionally, we have been updating our system but our records reveal that your service has been bundled since November This account was established under the Digital Home Advantage (DHA) 24-month agreement which does not include an agreement for a bundled account or price guaranteeWhen the TV service was activated, you enrolled in an introductory offer for a 12-month promotion that provided a $monthly credit for monthsThis credit reduced the America’s Top price from $(formerly $69.99) to $(formerly $39.99) for monthsSince we had a price increase in February 2015, we provided a $monthly credit to your account for the remaining six months of your first monthsThis introductory offer expired on your July 6, 2015, billing statementSince I was unable to locate a signed agreement for you, I removed both the $TV early termination fee and the $internet early termination fee, as well as two $box feesAdditionally, I removed the programming charges of $as the charges are from August 13, 2015, to September 4, 2015, and you requested disconnection of services from August 20, There is currently no balance due to DISH NetworkIf 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: Monday through Friday 7:am to 3:pm MDT ###-###-#### *** *** * *** *** *** ***
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January 5, Mr*** *** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On January 4, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com You said that the offer you were made included HBO for $a month for months As I stated, our records don’t reflect that you were offered HBO at half price for monthsWe agreed to provide HBO for half price for six months 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: Mon - Fri 6:a.mto 2:p.mMDT Tell us why here
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed with
the Revdex.com
You said that you were told that 4K Ultra-High-Definition (UHD) technology would be available on DISH Network by August Because you have not received it, you would like to cancel without penalty
When we spoke by phone, I informed you that I reviewed the chat session in which you placed your order for our service and I found out that our agent advised you that we are working on upgrading to 4K UHD technology, but there was no date provided as to when it would be available
I advised you we consider your contract to be validHowever, I offered to reduce your early termination fee from $to $You agreed to my resolution and you said that you will call me back when you're ready to disconnect your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your complaint, dated August 26, 2015, filed with the
Revdex.com
You said that two of your televisions were damaged as a result of faulty wiring we installedYou requested that we reimburse you for the two damaged televisions
When we spoke by phone, I advised you that our investigation did not reveal evidence to support your claimTherefore, your damage claim has been deniedEnclosed is a copy of your denial letter
You asked that I release you from your contractI agreed and advised you that this is a gesture of goodwill and is in no way an acceptance of liabilityYou agreed to call me back
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Dish called to let me know that they had denied the claim, their reason was that the engineers found no problem with the joey boxes that were taken from my homeThe *** boxes did not work when they left my homeThe whole issue was with the wiring anyway, not the boxes, seeing as how when the wire touched the joey box a visible current went into the back of the box burning it and my TV at the same timeI could smell burned wiring and one HDMI cord does not work and the other is visibly burnedDish feels that they are not responsible for these damagesI do not agree and I will not be satisfied until they accept responsibility for damages caused by wiring installed by their companyAnd by accepting responsibility, replacing the TVs
Final Business Response /* (4000, 9, 2015/09/08) */
September 4,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you believe the cable connected to your receiver and TV caused the damageYou state that you won't be satisfied until your claim has been approved
When our engineering team received your equipment, they investigated all aspects of the alleged damage to your televisionThey found no evidence to suggest that the damage was caused by the DISH Network equipment or cablesWe stand behind the Field Office's decision to deny your claim
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,
*** ***
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
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The equipment has been returned and tracking confirmed it's delivery
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: It has been months today and my home is STILL damaged because I have to keep submitting REVISED estimates because Dish Network doesn't want to take responsibility for the damage that has been causedOn Monday 4/25/16, I resubmitted yet another revised damage claim to *** *** as requested for "exterior damages only (Please see estimate attached)I am now waiting for yet another response on this, so I can have these repairs approved due to the poor work of YOUR techniciansI would like to be compensated( bill credits) for having to go + months with my home being destroyed and the time consuming task of dealing with this issue that is of NO FAULT of my ownThis is definitely NOT how you treat your customers especially when you have damaged MY homeI never received any apology from this company for tearing up my home during the install, but only haggling back and forth for months to get an approval on a repair YOU causedThe way you deal with your customers and treat the people that support your company are the key to success or destructionIf this is how you treat a loyal customer with over YEARS of continuous service, after YOUR technician damaged my home; this company has a really DIM future ahead! I WANT THIS CLAIM APPROVED SO THAT I CAN GET MY HOME REPAIRED, AND PUT THIS NIGHTMARE BEHIND! I'm TIRED OF THE RUNAROUND, I'm ready for this issue to be resolved! This was your fault not mine! Approve the claim, this is "exterior" damage only there are no additional excuses that need to be made!
*** *** PICTURE 1: REVISED ESTIMATE FOR EXTERIOR DAMAGESPICTURE 2: DISH THAT FELL OVER DUE TO POOR INSTALLATIONPICTURE 3: Quick patch job performed by dish installer to restore service(which needs to be redone PROFESSIONALLY) AND SIDE PIECE IS HANGING FROM THE DISH FALLING AND HAS YET TO BE REPAIRED
September 13, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You expressed concern that DISH Network charged you for sending the leased equipment back When we
spoke, I advised you that it is stated in the Digital Home Advantage agreement that the customer must return the equipment and that it is our policy to charge for shippingI regret that you disagree with this policyI made an exception and I reversed the charge and issued a refund to your credit cardPlease allow seven to ten business days for processing 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: Monday - Friday, 6:am - 2:pm MDT ###-###-####
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On July 10, 2017, we received your complaint, dated July 7, 2017, filed with the Revdex.com You expressed concern regarding having to return your leased equipment and being charged a $Equipment Return FeeYou asked that we pick up your leased equipment and provide you with a refund of the fee When we spoke, I told you that we consider the $Equipment Return Fee to be validThis fee is disclosed at the point of sale and in our contract, and we advise of this fee when customers disconnect their serviceI informed you that we have received your leased equipment and that, as a courtesy, I will waive the $Equipment Return Fee and provide you with a refund We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Denver Revdex.com, I guess I was not clear in my Desired Outcome for the complaintI would like complaint #*** forwarded to Dish Network and I would like a representative from Dish Network to reply to the complaint and confirm that they have received the complaintI would also like Dish Network to
explain what they intend to do to ensure this incident does not happen againThanks, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I received my refund in full today. Thank you for your quick attention to this complaint
Sincerely,
*** ***
March 31, *** *** ***
** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 31, 2017, we received your complaint, dated March 25, 2017, filed with the Revdex.com You expressed further displeasure at the latency you said that you experienced While we sincerely regret any inconvenience, no technology is perfect. As such, we are investigating the issue to which you refer and we hope to have it resolved as soon as possible If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
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Initial Business Response /* (1000, 5, 2015/06/09) */
June 5,
Mr*** ***
*** W*** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the
Revdex.com
You said you canceled your service on May 15, 2015, and you have yet to receive a refund
Our records show that the refund of $was applied to your bank account on June 2,
When we spoke today, I attempted to explain that your account was set up with AutoPay and the payment due date is the 17th of every monthIn order to stop a payment from processing, the AutoPay must be removed from the system a minimum of seven days prior to the payment due dateI regret any confusion
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
February 22, Ms*** *** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com You expressed concern that your debit card was debited $on February 3, You said you told the sales agent that there would be no money in the account until Saturday, and she told you she would not place any charge to your credit card on that dayThis caused your bank account to be overdrawn by $You requested a refund and mentioned that the credit check lowered your credit score by points When I spoke with you by telephone today, I advised you that a refund of $was issued on February 14, 2018, and you confirmed that you received itI offered to reimburse you for any insufficient funds fees you may have incurred from your bank, but you told me that your bank took care of themI apologized for the inconvenience and advised you that this matter will be addressed internally With regard to the drop in your credit score, I have forwarded this to the appropriate department for further research If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** 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 *** ***
November 8, Dear Ms***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You said that your roof was damaged as a result of our installation, and you requested that we provide you
with $4,for repairs When I spoke with your fiancé by phone today, he confirmed that you agreed to a settlement of $3,I confirmed that we have received your signed settlement letter; please allow six business days for us to process the check and put it in the mail 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####
July 21, *** *** ** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On July 18, 2017, we received your complaint, dated July 17, 2017, filed with the Revdex.com You indicated that your company’s credit card account was used to make unauthorized payments for DISH Network serviceYou stated that you were assured the credit card account information would be removed when you contacted us on May 10, 2017; however, the account was debited for two months afterwardYou requested a full refund Our records show that your company’s credit card account was provided for a one-time payment on December 22, It was also enrolled in Credit Card AutoPay with this information Although the credit card account was blocked from any further payments on May 10, 2017, because the card number was changed by your bank, payments were debited on May 31, ($146.62), and July 1, ($155.28), using the new credit card numberOur records show that these payments were refunded on July 7, When I spoke with MsDenise Chamberlain by phone on July 19, 2017, I advised her that I submitted a total refund of $for the additional paymentsPlease allow three to five business days for processing If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Complaint: ***
I am rejecting this response because: If someone is used to their debit card being the main only source of payment for their bill then no wonder my father thought that he was using his debit card to pay his billIn some fashion rather you all would like to realize it or not thats technically a save you all did with my debit card, that debit card that was used wrongly was STORED in DISH NETWORK Database in some shape form or fashion SirSo with that being said its not my responsibility to cover the overdraft fees with a credit to a bill thats NOT my service from the beginningI couldnt tell my bank I would pay them back with a credit so why on earth do you feel as if a CREDIT is supposed to sit well with meIf a consumer where to take from DISH you all would want the highest compensation possible such as back payment or worse showing on ones credit reportBut since you all made the error to the consumer Im supposed to overlook it and just be grateful for the petty offer you made meIm furious with this situation because on top of my funds being damaged I was giving the run around from 4-employees from DISH NETWORK
Sincerely,
*** ***
September 27, *** *** ***
*** *** ***
*** ** *** Re: Revdex.com Complaint # ***
***
Dear Mr***: On September 26, 2017, we received your complaint, dated September 25, 2017, filed with the Revdex.com You maintain that a DISH Network account was established in your name without your authorizationYou stated that you paid the balance because you were in the process of purchasing a home and you were unable to get through to our Customer Service Department for assistanceYou requested a refund and for the account to be removed from your credit report Since your personal information is attached to the DISH Network account in question, we require an identity theft claim to be opened to research further When I spoke with you by phone on September 26, 2017, I advised you that we are unable to remove the account from collections or provide a refund until we determine that the account was established fraudulently using your informationI sent you an email with additional instructions on our ID theft process If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** *** *** ***
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Complaint: ***
I am rejecting this response because: Dish is continuing to make statement about their offerThey seem to have the initial conversation but do not speak of the following phone calls to the representatives on 10/16-10/Please note that I continued to inquire about the channel liand made at clear to the representative that I could not afford to add an additional $for the channels that were not made available to meAgain, I did agree to pay an additional $the first night for MTV but in finding still that a few of the other channels from the choice package that I had with Directv was missing, I was asked the next night to pay another $To try to get another channels added , I would have to drop my locals deducting my bill by $I accepted because keeping my bill at a minimal was imperative to accommodate my financial obligation to DishPlease note again, $was not a one time payment! Listen to the calls!During my first days with this company was a nightmare that got worst with time! After day three, I unplugged all their equipment and cancelled the bank draftThis company had no regards for my needs! All they were trying to do was make a sell! They are still asking for a contract that they failed to comply withThe initial call confirms the lie behind the flex package.I have excellent credit because I consider my income with my purchasesThe flex package is very misleading! There's no flexibility in it! The only flexible thing I found was their ability to flex my bill, beneficial to Dish!Presently, there still has been no resolution to my damaged furniture and I've responded to each phone call with the necessary informationThere's also a huge Dish left on the lawnI'm going to have been responsible for having deposited ofIf this dish was on a pole it wouldn't be such an eye sore and I complained the first day to the installerHis reply was, " someone will come out ASAP to place it in a more secure area ( on a pole). Please Revdex.com, help me to get out of this nightmare because I'm still being haunted by it!
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 25, 2015, we received your complaint, dated August 24, 2015, filed with
the Revdex.com
You said that you were not advised that your DISH Network account would be under a 24-month commitmentYou also expressed concern about the level of customer service you received
I attempted to reach you at (XXX) XXX-XXXX on August 26, and 28, I was unable to leave any message because each call terminated before it was answered
I reviewed all three calls we have on record that we received concerning your account
Our records indicate that Mr*** contacted us on September 23, 2015, to disconnect due to financial hardshipWhen advised of the early termination fee he advised the agent to leave the account as is
Mr*** contacted us again on November 4, 2015, and requested a Return Authorization (RA) number to return the leased equipment associated with your accountHe indicated that you had boxes and just needed the RA numberThe agent advised Mr*** to make note of the tracking number as a replacement for the RA numberHe never requested the address of our warehouse
We have no record of any calls for technical issuesAdditionally, we do not sell return kitsthey are sent automatically when an account is disconnected, as our agents explained
Please note that DISH Network and Windstream are separate companiesAs such, I was unable to review your sales callAs our records for your account indicate that you agreed to, and received the benefit of, the 24-month commitment, I am unable to waive your early termination feeHowever, if you are able to provide some documentation from Windstream stating that they reviewed your sales call and that you were not advised of the 24-month commitment, I will waive the fee
Please forward any documentation to me at ***@DISH.com or at DISH Network, Attn: *** *** ** *** *** *** *** XXXXX
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is full of errors from *** *** at DISH NetworkFirst...There is No mention of the first call for service problems that was Transferred from Windstream to DISH on September 15, On that date we were told that the DISH is subject to "Environmental Conditions"We believe they meant Weather PermittingThe Dates on the Document are ALL listed for not The Phone Number on the account has been disconnected since May of If MrSimons had called the number he would have been advised that "the number you have dialed has been disconnected or no longer in service...A2304"
They do "Sell" Return kits with the RA Number and return Address...Prepaid Shipping and the girl wanted to schedule a Disconnection Date for the Technician to "Remove the Equipment"This she said would result in a service charge as well
If a person Requests a Return Authorization #, the Customer would also request the location of delivery? Where to send the ItemsSince DISH has No Authorized Receiving centers in ***, the CSR would be obligated to advise of where to send to equipment...or so you would thinkThe initial sales call was from DISH Authorized Representative that called me back on my cell phone to advise they were able to get the Credit Approvedfor DISHWe had called to get Basic Cable NOT DISHThe DISH REPRESENTATIVE insisted that there was NO Cable service in our areaCable TV Service Lines are attached to the houses in our area and some have serviceLIESfrom the StartAs for documentation, DISH did not (nor does not) give written work orders, handbooks, nor information about DISH Services but Spends Thousands on Advertisements (Printed in Newspapers/ Magazines) No Receipts either
As long as DISH stands by their "What you agreed to..." Posturethey should Advise the Customer Truthfully in the Beginning! Hiding behind "you can review your agreement on-line" doesn't cut it when you cannot view the agreement prior to Verbally Agreeing/ and then not be able to get a copy of the "Agreement" before installation"Let the Buyer beware!" is so true when dealing with DISH Salespeople and Customer "Service"We will forward a copy of your letter to Windstream as well as request any documentation they may havebut in the future, we suggest that DISH Properly Advise their Sales Division to Closely Monitor their Authorized RepresentativesAnyone that is renting, on GovtAssistance, and barely able to scrape byWould not agree to their terms nor a year contractwhen the Customer States "NO-CONTRACT" they mean itthey Rent for a year, why would they agree to a year contract? And if a contract is Agreed to then BEFORE INSTALLING the INSTALLER should be Upfront and advise of the Services that were agreed to...and have a Printed copy of the Agreement/ Work order for the customer to have as a receiptNot just the on-lineYou ask for documentation...Where is the documentation for the customer, when internet is not an option? Benefit of a month commitment? How is it a benefit? When the "commitment should have NEVER BEEN! No-Contract means NO-Contract!Companies that make products (TV, Stereo, Electronics, and others) most all give the Consumer a return address for defective/ faulty equipment and some even will pay for the return postageBut DISH seems to try to retain customers by "Bullying" them into having a Technician come to "remove the equipment" or charge you for the boxes, return labels, and shipping chargesMy husband advised not to use Satellite Service, Direct TV/ DISH Networkthey are all the sameCustomer Service is a thing of the past...now it is Customer Retentionat all costs
Footnote: Financial Hardships...you have NO IDEA! Given that the home was a Rental, Neither of us were working (at time of install), and on GovtFood Stamps...NO-ONE would be able to afford the Monthly charges of all of the "Basic" UtilitiesNor the luxury of Satellite TVDealing with DISH Network, Windstream Communcations and the dishonest Sales Tactics used to get a customerWe will NEVER EVER USE DISH Network Again! As far as your CSR Dept"Listen to the Customers' Needsand assist themThis will help to retain them as potential customers in the future and not alienate themToo late for this customer...Lied to, insulted, and given the worst customer "service" ever
Resolution:
1) Have DISH Network put their agreements in Paper form before installation!
2) Have DISH Network Authorized Representatives stand behind the verbal agreementsNo-Contract means NO-Contract!
3) If DISH Network cannot sell their services, without "bending the rules", "making it work", of some other form of lying that gets the salethen say soWe had accepted the fact that we did not have the proper credit rating to get DISH servicebut the salesman called back mins later and was able to get it approvedWhy? How? and Why were we put on a contract that we were told was a month to month service (could cancel at anytime)Then when questioned about it, he said that we would be charged if we did not return the equipmentMore lies to make a sale
4) People in hardship, corporations are made of peopleSometimes bad things happen to good peopleCredit doesn't define the Good or Bad in PeopleCompanies tend to forget thisContracts are meant for Securing Income for a business over a period of timeThere are no provisions to allow for Disaster Circumstances or Financial Ruin of the CustomerOnly to threaten and harass the Customer when they cannot complete the ContractBad things happen to good peopleKeep your salespeople aware of thisDon't sell them something they cannot afford! In time nor money
5) Authorized Representatives- they represent DISH NetworkIf THEY ARE LYING to the customer, YOU ARE LYING to the customerif they sell a product or service under a specific guideline, the Representative is inferring that the Company is agreeing to these termsNO-contract means NO_CONTRACT! PUT it in Writing before any installation beginsNot on the Internet! That is not always an option!
6) If the Company receives their "rental" equipment, they usually send/ or give the customer a receiptNOT the case with DISH Networkthere is Authorized Sales and Installers but no where to get a DISH Network Authorized Receipt for returned products...a RA# does not cover the products returned only that something was returned under that #Again, online doesn't cut itMaybe the Authorized Sales/ Installers should be accountable for the Equipment they install and receive the returned equipment (and issue a receipt) for return to the company...not a service charge...CUSTOMER SERVICE?
7) Automatically sending return kits and charging the customer for themIf a customer asked, "where the equipment should be returned to?" and for a return authorization # then this information should be provided(refer to #above)
8) Waive the early cancellation feesif there is no money to keep the service/ or contract...(that should not have been, in the first place)How can the company expect that a person can "magically" come up with $300-$for a cancel fee? Do you accept food stamps? Sell my car? Take my rent payment? Electricity Bill Payment? Sell my Blood? I don't think so!!! And it would be IllegalSo what is the answer, harassment by the billing department, collection agencies, attorneys, court fees,,,etc, etc
Our Credit was ruined, lost our home, lost our vehicle, sold what we could (to keep the roof as long as we could), on GovtSNAP Benefit Program for food, and have NO incomeWhere do you suggest your early cancellation fees come from..?
I await your reply!....NO MORE DISH Network LIES!
Final Business Response /* (4000, 9, 2015/09/10) */
September 9,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 2, 2015, filed with the Revdex.com
You said that a DISH Network authorized representative provided you with incorrect information during your saleYou also expressed concern about the level of customer service you received and disputed the early termination fee applied to your DISH Network account
Our records show that your account was created by a Windstream sales agent, not a DISH Network agent
As I explained in my previous response, a review of calls made to DISH Network revealed no requests for an address to return your leased equipment, only for a return authorization numberIf an address was requested, the agents have that information and will provide it
DISH Network does offer no-commitment accounts called Flex accounts, but the customer must purchase the receivers and pay for the installation and activation up frontIf no commitment was requested, this account would have been suggested as an optionDISH Network does not offer a no-contract account
DISH Network sends an email when leased equipment is returned to us in order to alert you that it has been receivedYou were also advised to retain your tracking number so that you could monitor the return of your leased equipment
As you indicated that you are having financial difficulties, I made an exception and waived half of your early termination fee; but, as I was unable to locate any misinformation that was given, we are unable to apply any further adjustments to your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
February 14, *** *** ***
*** ** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2017, we received your complaint, dated February 13, 2017, filed with the Revdex.com You said that when you called in to speak with customer service about getting your courtesy credits extended, you received poor customer serviceYou feel that the agent and supervisor should be disciplined and your credits extended When we spoke, I advised you that I reviewed the call recording and we will address this issue internallyHowever, the agent and supervisor were accurate when they advised you that your account did not qualify for an extension of the $monthly courtesy credit If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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*** *** *** Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: *** * *** *** *** ***
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*** Dear Mrand Mrs***: On January 6, 2016, we received your complaint, dated January 5, 2016, filed with the Revdex.comYou indicated that your service for TV and internet took too long to bundle and that your price increased after the first year when you had a 24-month agreementYou disputed the early termination feesIt may take up to two billing cycles for the accounts to be mergedAdditionally, we have been updating our system but our records reveal that your service has been bundled since November This account was established under the Digital Home Advantage (DHA) 24-month agreement which does not include an agreement for a bundled account or price guaranteeWhen the TV service was activated, you enrolled in an introductory offer for a 12-month promotion that provided a $monthly credit for monthsThis credit reduced the America’s Top price from $(formerly $69.99) to $(formerly $39.99) for monthsSince we had a price increase in February 2015, we provided a $monthly credit to your account for the remaining six months of your first monthsThis introductory offer expired on your July 6, 2015, billing statementSince I was unable to locate a signed agreement for you, I removed both the $TV early termination fee and the $internet early termination fee, as well as two $box feesAdditionally, I removed the programming charges of $as the charges are from August 13, 2015, to September 4, 2015, and you requested disconnection of services from August 20, There is currently no balance due to DISH NetworkIf 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: Monday through Friday 7:am to 3:pm MDT ###-###-#### *** *** * *** *** *** ***
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January 5, Mr*** *** *** *** *** *** *** ** ***
* Re: Revdex.com Complaint # *** ***-*** Dear Mr***: On January 4, 2016, we received your rebuttal, dated December 30, 2015, filed with the Revdex.com You said that the offer you were made included HBO for $a month for months As I stated, our records don’t reflect that you were offered HBO at half price for monthsWe agreed to provide HBO for half price for six months 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: Mon - Fri 6:a.mto 2:p.mMDT Tell us why here
Initial Business Response /* (1000, 4, 2015/11/18) */
November 16,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 13, 2015, we received your complaint, dated November 12, 2015, filed with
the Revdex.com
You said that you were told that 4K Ultra-High-Definition (UHD) technology would be available on DISH Network by August Because you have not received it, you would like to cancel without penalty
When we spoke by phone, I informed you that I reviewed the chat session in which you placed your order for our service and I found out that our agent advised you that we are working on upgrading to 4K UHD technology, but there was no date provided as to when it would be available
I advised you we consider your contract to be validHowever, I offered to reduce your early termination fee from $to $You agreed to my resolution and you said that you will call me back when you're ready to disconnect your account
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** *** ***
Denver, CO XXXXX
*** ***
Initial Business Response /* (1000, 5, 2015/09/01) */
August 28,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 27, 2015, we received your complaint, dated August 26, 2015, filed with the
Revdex.com
You said that two of your televisions were damaged as a result of faulty wiring we installedYou requested that we reimburse you for the two damaged televisions
When we spoke by phone, I advised you that our investigation did not reveal evidence to support your claimTherefore, your damage claim has been deniedEnclosed is a copy of your denial letter
You asked that I release you from your contractI agreed and advised you that this is a gesture of goodwill and is in no way an acceptance of liabilityYou agreed to call me back
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(XXX) XXX-XXXX
Enclosure
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Dish called to let me know that they had denied the claim, their reason was that the engineers found no problem with the joey boxes that were taken from my homeThe *** boxes did not work when they left my homeThe whole issue was with the wiring anyway, not the boxes, seeing as how when the wire touched the joey box a visible current went into the back of the box burning it and my TV at the same timeI could smell burned wiring and one HDMI cord does not work and the other is visibly burnedDish feels that they are not responsible for these damagesI do not agree and I will not be satisfied until they accept responsibility for damages caused by wiring installed by their companyAnd by accepting responsibility, replacing the TVs
Final Business Response /* (4000, 9, 2015/09/08) */
September 4,
Ms*** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On September 4, 2015, we received your rebuttal, dated September 3, 2015, filed with the Revdex.com
You said that you believe the cable connected to your receiver and TV caused the damageYou state that you won't be satisfied until your claim has been approved
When our engineering team received your equipment, they investigated all aspects of the alleged damage to your televisionThey found no evidence to suggest that the damage was caused by the DISH Network equipment or cablesWe stand behind the Field Office's decision to deny your claim
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,
*** ***
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
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
The equipment has been returned and tracking confirmed it's delivery
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: It has been months today and my home is STILL damaged because I have to keep submitting REVISED estimates because Dish Network doesn't want to take responsibility for the damage that has been causedOn Monday 4/25/16, I resubmitted yet another revised damage claim to *** *** as requested for "exterior damages only (Please see estimate attached)I am now waiting for yet another response on this, so I can have these repairs approved due to the poor work of YOUR techniciansI would like to be compensated( bill credits) for having to go + months with my home being destroyed and the time consuming task of dealing with this issue that is of NO FAULT of my ownThis is definitely NOT how you treat your customers especially when you have damaged MY homeI never received any apology from this company for tearing up my home during the install, but only haggling back and forth for months to get an approval on a repair YOU causedThe way you deal with your customers and treat the people that support your company are the key to success or destructionIf this is how you treat a loyal customer with over YEARS of continuous service, after YOUR technician damaged my home; this company has a really DIM future ahead! I WANT THIS CLAIM APPROVED SO THAT I CAN GET MY HOME REPAIRED, AND PUT THIS NIGHTMARE BEHIND! I'm TIRED OF THE RUNAROUND, I'm ready for this issue to be resolved! This was your fault not mine! Approve the claim, this is "exterior" damage only there are no additional excuses that need to be made!
*** *** PICTURE 1: REVISED ESTIMATE FOR EXTERIOR DAMAGESPICTURE 2: DISH THAT FELL OVER DUE TO POOR INSTALLATIONPICTURE 3: Quick patch job performed by dish installer to restore service(which needs to be redone PROFESSIONALLY) AND SIDE PIECE IS HANGING FROM THE DISH FALLING AND HAS YET TO BE REPAIRED
September 13, Dear Mr***: On September 7, 2016, we received your complaint, dated September 5, 2016, filed with the Revdex.com You expressed concern that DISH Network charged you for sending the leased equipment back When we
spoke, I advised you that it is stated in the Digital Home Advantage agreement that the customer must return the equipment and that it is our policy to charge for shippingI regret that you disagree with this policyI made an exception and I reversed the charge and issued a refund to your credit cardPlease allow seven to ten business days for processing 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: Monday - Friday, 6:am - 2:pm MDT ###-###-####
July 13, *** *** ***
*** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On July 10, 2017, we received your complaint, dated July 7, 2017, filed with the Revdex.com You expressed concern regarding having to return your leased equipment and being charged a $Equipment Return FeeYou asked that we pick up your leased equipment and provide you with a refund of the fee When we spoke, I told you that we consider the $Equipment Return Fee to be validThis fee is disclosed at the point of sale and in our contract, and we advise of this fee when customers disconnect their serviceI informed you that we have received your leased equipment and that, as a courtesy, I will waive the $Equipment Return Fee and provide you with a refund We strive to provide excellent service, and we regret that your experience was unfavorableWe thank you for your business and we are disappointed to lose you as a member of the DISH Network family If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
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Denver Revdex.com, I guess I was not clear in my Desired Outcome for the complaintI would like complaint #*** forwarded to Dish Network and I would like a representative from Dish Network to reply to the complaint and confirm that they have received the complaintI would also like Dish Network to
explain what they intend to do to ensure this incident does not happen againThanks, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I received my refund in full today. Thank you for your quick attention to this complaint
Sincerely,
*** ***
March 31, *** *** ***
** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 31, 2017, we received your complaint, dated March 25, 2017, filed with the Revdex.com You expressed further displeasure at the latency you said that you experienced While we sincerely regret any inconvenience, no technology is perfect. As such, we are investigating the issue to which you refer and we hope to have it resolved as soon as possible If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** *** Phone Hours: 6:am - 2:pm (MDT), Mon-Fri *** *** cc: *** * *** *** *** ***
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Initial Business Response /* (1000, 5, 2015/06/09) */
June 5,
Mr*** ***
*** W*** St
***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On June 2, 2015, we received your correspondence, dated June 1, 2015, filed with the
Revdex.com
You said you canceled your service on May 15, 2015, and you have yet to receive a refund
Our records show that the refund of $was applied to your bank account on June 2,
When we spoke today, I attempted to explain that your account was set up with AutoPay and the payment due date is the 17th of every monthIn order to stop a payment from processing, the AutoPay must be removed from the system a minimum of seven days prior to the payment due dateI regret any confusion
If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-***
Sincerely,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Monday - Friday, 6:am to 2:pm MST
(***) ***-***
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO
*** ***
February 22, Ms*** *** ** *** ***
*** *** ** *** Re: Revdex.com Complaint # ***
*** Dear Ms***: On February 14, 2018, we received your complaint, dated February 13, 2018, filed with the Revdex.com You expressed concern that your debit card was debited $on February 3, You said you told the sales agent that there would be no money in the account until Saturday, and she told you she would not place any charge to your credit card on that dayThis caused your bank account to be overdrawn by $You requested a refund and mentioned that the credit check lowered your credit score by points When I spoke with you by telephone today, I advised you that a refund of $was issued on February 14, 2018, and you confirmed that you received itI offered to reimburse you for any insufficient funds fees you may have incurred from your bank, but you told me that your bank took care of themI apologized for the inconvenience and advised you that this matter will be addressed internally With regard to the drop in your credit score, I have forwarded this to the appropriate department for further research If there are further questions or concerns about this issue, please feel free to contact me at (720) 514- Sincerely, Gerri S*** 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 *** ***
November 8, Dear Ms***: On November 3, 2016, we received your complaint, dated November 2, 2016, filed with the Revdex.com You said that your roof was damaged as a result of our installation, and you requested that we provide you
with $4,for repairs When I spoke with your fiancé by phone today, he confirmed that you agreed to a settlement of $3,I confirmed that we have received your signed settlement letter; please allow six business days for us to process the check and put it in the mail 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: Mon - Fri 6:a.mto 2:p.mMDT ###-###-####