November 18, Dear Ms***: On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com You disputed the early termination fee applied to your DISH Network account. You said that you did
not agree to a new 24-month commitment When we spoke, I advised you that when Mr*** contacted us on July 24, 2015, he was advised by two agents that upgrading your equipment would require a new 24-month commitment. He agreed to the commitment at that time As our records indicate that you were advised, and received the benefits, of the 24-month commitment, we are unable to waive the early termination fee applied to your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the
Revdex.com
You indicated that you did not receive the service you were promised during your sales call and you requested to have your 24-month commitment waived
When we spoke, I advised you that as you initiated your service through an independent retailer, I requested to review your sales callUnfortunately, we were unable to do soAs such, I made an exception and waived your 24-month commitment
We sincerely regret any inconvenience this issue may have caused
Enclosed is a copy of your Digital Home Advantage agreement, per your request
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
Enclosure
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
Sincerely,
*** * *** Thank you for reversing early termination feePlease send me letter of zero balance
Complaint: ***
I am rejecting this response because:
THere is not a bit of truth in Dishes responseI have been with Dish too long to play these games and lies by DishI will look elsewhere for honest serviceAmazon.com, Hulu and Netflix are good alternativesDish has been in violation with any alleged contract
Sincerely,
*** ** ***
Initial Business Response /* (1000, 5, 2015/11/20) */
November 17,
*** *** ***
** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 6, 2015, we received your complaint, dated November 5,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November 9, and 17, 2015, and I left three messages
You maintain that when you subscribed to DISH Network service, the sales representative quoted you a price of $which included tax, yet the bill that you received is for $You requested that an adjustment be made to your accountYou indicated that you were told the sales call could not be retrieved for review
I apologize for the misunderstanding, and that the representatives you spoke with previously did not have access to the sales call
This account was established on October 20, I reviewed the sales call and found that you are currently being billed the rate that the sales representative quotedShe informed you that your monthly bill would be $per monthThis price includes the America's Top 200, equipment fees, the DVR fee and HD Free for LifeShe was very specific in disclosing that this is the price for the current service only and that it does not include the charge for the Protection Plan or additional programming and feesShe also disclosed that it did not include sales tax, state surcharges or the Connecticut Gross Tax Reimbursement feeShe told you that any changes in the package will alter the two-year offer
Your billing is correct and no adjustments will be made
A subpoena is required to request a copy of the sales call recording
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: Most of this information isn't trueThe installers made an entire mess out of everything and damaged our property, including the drilled a hole in the middle of the walkway besides the deskWas informed not to attach the satellite to the house, that we wanted it on the 4Xlike we had in FloridaHe drilled holes in our house to attach the satellite, ruining our wallThere was complaints about not having any service to our televisionsThere was pixels most of the time on the televisionThe technician that came out a week after the first installment to get resolution to why we didn't have any good reception, was because the system wasn't locked inHe showed us, not only told usThe services I received were nothing of what I was told I would receiveEspecially the DVR I was suppose to bring from FloridaI didn't understand why I couldn't continue on with the year contract I already had year intoNo I had to sign onto another year contract, I was told I didn't have a choice or I would have to pay the year contract at so much money per month owedYes, I signed the contract but I didn't receive the promised services to what I was told would happenI'll never do business with Dish againAlso, I will definitely inform family & friends of what I went through with DishThus, the representative that called me on my cell phone needs business courses in on how to deal in customer relationsShe was not only rude and loudShe cut me off every time I tried to tell her what happenMy year old son set beside me in the vehicle very surprised of how this representative spoke to meFirst thing my son said to me when the call ended'Wow mom, I can't believe how she spoke to you!' Such sad & frustrating times I had to deal with this companyNot only very stressful but bad business relations to the customers.
*** ***
March 29, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 22, 2016, we received your complaint, dated March 20, 2016, filed with the Revdex.com You said that your monthly rate increased even though you were told it would be locked for your two-year commitmentYou requested that we honor the agreement When we spoke, I explained that your rate increased because you didn’t remove the Protection Plan ($a month) once the free six-month offer endedI removed it and I added an $credit to your account If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 4, 2015/10/01) */
September 16,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 9, 2015, we received your correspondence, dated September 8, 2015,
filed with the Revdex.com
You indicated that the Sinclair Broadcasting Group local channels out of Marquette, MI were removed from the channel lineupYou maintain that as a result, you were offered $in credit for programming or to be released from your commitment
I attempted to reach you at (XXX) XXX-XXXX on September 9, and 16, There was no option to leave a voice message as the voicemail box was not set upI also sent an email to you at ***@GMAIL.COM
On August 26, 2015, DISH Network and Sinclair Broadcasting Group reached an agreement and the channels were restored
Our records reveal that you are receiving a $and a $monthly credit for three monthsI made an exception and applied an additional $monthly credit for three monthsThese credits total $When the credits end you will be billed the regular programming price
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnelWe regret any inconvenience you may have experienced
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi I emailed you back if you never got my response that's not my problemI want those credits you said for the rest of my commitmentI can't talk on the phone until I get off and that's 4:And your Gone by themThanks for your replyMy voicemail is set up you left one messageBye
Final Business Response /* (4000, 8, 2015/10/14) */
October 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 6, 2015, we received your rebuttal, dated October 5, 2015, filed with the Revdex.com
You expressed concern as our phone hours do not coincideYou requested that the monthly credits continue through your term commitment
Because we are unable to speak directly, I will address your concerns in writing
As I explained, DISH Network and Sinclair Broadcasting reached an agreement and the local Marquette, MI channels were restoredWe are unable to honor your request for additional credits
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 27, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 20, 2018, we received your complaint, dated March 19, 2018, filed with the Revdex.com You indicated that when you upgraded your equipment in November 2016, you were told that you had an agreement for a two-year priceHowever, your bill was more than expected and you were informed that you did not have a price guarantee, as you were provided a discount for six monthsWhen you requested that your account be disconnected, you were informed that you are under a term commitment and subject to a $early termination feeYou also expressed concern that the customer service representative advised you the account would be sent to collections A review of the call on December 14, 2016, revealed that you agreed to a two-year commitment for the equipment upgradeThis was disclosed during the callIt did not include a price guaranteeThe agent offered you the Preferred Customer price guarantee, but he told you to call back once the equipment was installed to initiate the deal; therefore, it was not applied to your account at that time When you called back on January 16, 2017, the agent you spoke with offered you the 2-Year Price GuaranteeYou agreed, but you declined to be enrolled in Credit Card AutoPayYou were provided with a $credit for six months When I spoke with you by telephone today, I informed you that I waived the $early termination fee as an exceptionPlease return the Hopper and Joey receivers and remotesKeep the return tracking numbers for your records When a balance remains unpaid on an account, it is referred to collectionsI apologize that you were dissatisfied with the customer service you received 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 *** ***
Initial Business Response /* (1000, 9, 2015/05/13) */
May 12,
Mr*** ***
*** *** Ave**
*** ***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with
the Revdex.com
You said that you were billed for service after you requested your account to be closedYou expressed concern with being asked to return your equipmentYou want your equipment picked up and your balance removed
When we spoke by phone, I informed you that the last payment restored your serviceI agreed to waive the remaining balance of $Your account is now paid in fullI also advised you that I will ensure that you are not charged for unreturned equipment and that you can dispose of your receiver as you see fit
We strive to provide excellent service and 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,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Dear Mr***:On March 10, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com.You expressed concern regarding the denial of your damage claim.At this point, we have inspected the installation and found that it is up to our standards and that no damage was done to your homeWe also have a signed Service Agreement indicating that you were satisfied with the installationWe will stand behind the field office’s decision to deny your claimIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Dear Mr***: On January 25, 2016, we received your complaint, dated January 21, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at ###-###-#### on January 25, and 28, 2016, and I left three messagesYou indicated that you were not aware you were
under a 24-month commitmentThe technician told you that you were signing an installation agreementThis account was established under the Digital Home Advantage (DHA) 24-month agreement on November 7, (copy enclosed)Our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at *** on that same dayThis sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installationAfter the installation, the technician provides the customer with an electronic tablet to signWe emailed you a copy of the signed DHA agreement to the same email address highlighted above on November 8, The copy that you received is a printout of the information from the electronic device usedThis account was disconnected on August 18, 2013, due to non-paymentThe remaining balance of $includes $in unpaid programming charges, a $early termination fee and reversed credits of $plus taxBecause no payments were made, the account was referred to collections on October 3, Although all charges are valid, as an exception the charges were removed and we notified collections to remove the information from your credit reportIf 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 ###-###-####
June 8, MrMark Snyder Faircrest DrHutchinson, KY Re: Revdex.com Complaint # 8255909175025060-
Dear MrSnyder: On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 3, and 8, 2016, have been unsuccessful. On each call attempt, the line was picked up then released. You said that you paid for programming and equipment, but you have been unable to activate your service Feel free to contact me at *** *** for assistance, as our records reflect that your account was activated on May 31, Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
December 7,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 7, 2015, we received your complaint, dated December 4,
2015, filed with the Revdex.com
You said you established a bundled TV and internet account with DISH Network and XfinityYou disputed the $activation feeYou said you will return the equipment
When we spoke today, I advised you that you initiated your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Planet Dish Com, an independent retailer which sets their own business policies and proceduresThe cost for the activation of service is $and a payment was collected on the date of sale
I informed you that DISH Network and Xfinity do not offer a bundle billing optionHowever, Planet Dish Com may share a business partnership with that companyFor this reason, I recommended that you contact the retailer directly at X-XXX-XXX-XXXX regarding the internet service and their processing fee
I canceled the TV service and waived your early termination feeYou accepted this resolution
You also agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPSAs a courtesy, I waived the $fee
I made an exception and reversed the activation fee and I submitted a credit card refund of $Please allow five business days for processingA payment of $was collected on November 26, 2015, for service renderedNo refund is warranted for this payment, as service was provided
We appreciate your feedback and your concerns will be shared with the appropriate personnel for internally review
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
October 18, *** *** ***
*** ** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint #
***
*** Dear MrGarcia: On October 16, 2017, we received your complaint, dated October 13, 2017, filed with the Revdex.com You expressed concern that your monthly rate increased after the first yearYou maintain that you were unaware the promotional rate you received was only for the first year of a two-year agreementYou requested a refund for your first year of service When we spoke on October 18, 2017, I informed you that the sales agent confirmed the length of the promotional credit and your monthly billing statements shows a monthly countdown (e.g., credit of 12)I offered to restart your service, which would reverse the early termination fee, and treat you as if you were a new customerYou said that you would think about it If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** *** *** *** * ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 10, 2017Dear Mr***:On January 6, 2017, we received your complaint, dated January 5, 2017, filed with the Revdex.com.You stated that when you purchased your DISH Network service in October 2016, you were under the impression that you would receive the Hopper That was not the
caseWhen you called to correct the matter, you were advised that this would extend your contract and you would be charged upgrade feesYou requested that your current equipment be upgraded to the Hopper at no charge and with no contract extension.My three attempts to contact you at ###-###-#### and ###-###-#### on January 6, and 10, 2017, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at ***@gmail.com (copy enclosed), but I have not received a response. Please feel free to contact me at ###-###-#### at your earliest convenience to address your complaint.Sincerely,Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI###-###-####
Initial Business Response /* (1000, 15, 2015/06/25) */
June 19,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 12, 2015, filed with
the Revdex.com
You requested that the early termination fee be removed from your DISH Network accountYou claim that the representative told you there would be no balance due once you returned the equipment
This account was established under the Digital Home Advantage (DHA) 24-month agreement
A review of this account reveals that it was disconnected due to non-payment for a past-due balance of $Because you did not fulfill your 24-month commitment, an early termination fee of $posted to your account on March 30, 2015, and is reflected on the April 1, 2015, billing statementThe unreturned equipment fees were applied to the account on April 4, 2015, and all the charges are reflected on the May 1, 2015, billing statementThe account was not sent to collections until May 2,
Since the billing statements reveal what you were charged for and the amount owed, the charges are validHowever, as an exception, I removed the balanceThere is now a zero balance on this account
I apologize on behalf of DISH Network for the information you received
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 17, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I have not received this letter by mail as requestedThank you for your help
Complaint: ***
I am rejecting this response because: I am still waiting for the damage to be fixedCompensation for the damage or fixing of the damage will need to be done.Thank you.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/03) */
August 27,
Ms*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your complaint, dated August 20, 2015, filed with the
Revdex.com
You said that two payments were debited from your bank account through your online account without your authorizationYou requested to have your 24-month commitment waived
When we spoke, I advised you that I forwarded your concerns for internal investigationAs a courtesy, I waived your 24-month commitment and, at your request, set your account to disconnect on August 31, Additionally, I will waive your balance once the account is fully disconnected
We sincerely regret any inconvenience this issue may have caused and we are sorry to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
Complaint: ***
I am rejecting this response because: There were promises to repay the overcharged amount That repayment is why I am looking for nothing further except honesty
Sincerely,
*** ** ***
November 18, Dear Ms***: On November 17, 2016, we received your complaint, dated November 15, 2016, filed with the Revdex.com You disputed the early termination fee applied to your DISH Network account. You said that you did
not agree to a new 24-month commitment When we spoke, I advised you that when Mr*** contacted us on July 24, 2015, he was advised by two agents that upgrading your equipment would require a new 24-month commitment. He agreed to the commitment at that time As our records indicate that you were advised, and received the benefits, of the 24-month commitment, we are unable to waive the early termination fee applied to your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Initial Business Response /* (1000, 5, 2015/07/23) */
July 22,
*** *** ***
*** ** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On July 17, 2015, we received your complaint, dated July 16, 2015, filed with the
Revdex.com
You indicated that you did not receive the service you were promised during your sales call and you requested to have your 24-month commitment waived
When we spoke, I advised you that as you initiated your service through an independent retailer, I requested to review your sales callUnfortunately, we were unable to do soAs such, I made an exception and waived your 24-month commitment
We sincerely regret any inconvenience this issue may have caused
Enclosed is a copy of your Digital Home Advantage agreement, per your request
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
Enclosure
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
Sincerely,
*** * *** Thank you for reversing early termination feePlease send me letter of zero balance
Complaint: ***
I am rejecting this response because:
THere is not a bit of truth in Dishes responseI have been with Dish too long to play these games and lies by DishI will look elsewhere for honest serviceAmazon.com, Hulu and Netflix are good alternativesDish has been in violation with any alleged contract
Sincerely,
*** ** ***
Initial Business Response /* (1000, 5, 2015/11/20) */
November 17,
*** *** ***
** *** ***
*** *** ** XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On November 6, 2015, we received your complaint, dated November 5,
2015, filed with the Revdex.com
I unsuccessfully attempted to contact you at (XXX) XXX-XXXX on November 9, and 17, 2015, and I left three messages
You maintain that when you subscribed to DISH Network service, the sales representative quoted you a price of $which included tax, yet the bill that you received is for $You requested that an adjustment be made to your accountYou indicated that you were told the sales call could not be retrieved for review
I apologize for the misunderstanding, and that the representatives you spoke with previously did not have access to the sales call
This account was established on October 20, I reviewed the sales call and found that you are currently being billed the rate that the sales representative quotedShe informed you that your monthly bill would be $per monthThis price includes the America's Top 200, equipment fees, the DVR fee and HD Free for LifeShe was very specific in disclosing that this is the price for the current service only and that it does not include the charge for the Protection Plan or additional programming and feesShe also disclosed that it did not include sales tax, state surcharges or the Connecticut Gross Tax Reimbursement feeShe told you that any changes in the package will alter the two-year offer
Your billing is correct and no adjustments will be made
A subpoena is required to request a copy of the sales call recording
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Complaint: ***
I am rejecting this response because: Most of this information isn't trueThe installers made an entire mess out of everything and damaged our property, including the drilled a hole in the middle of the walkway besides the deskWas informed not to attach the satellite to the house, that we wanted it on the 4Xlike we had in FloridaHe drilled holes in our house to attach the satellite, ruining our wallThere was complaints about not having any service to our televisionsThere was pixels most of the time on the televisionThe technician that came out a week after the first installment to get resolution to why we didn't have any good reception, was because the system wasn't locked inHe showed us, not only told usThe services I received were nothing of what I was told I would receiveEspecially the DVR I was suppose to bring from FloridaI didn't understand why I couldn't continue on with the year contract I already had year intoNo I had to sign onto another year contract, I was told I didn't have a choice or I would have to pay the year contract at so much money per month owedYes, I signed the contract but I didn't receive the promised services to what I was told would happenI'll never do business with Dish againAlso, I will definitely inform family & friends of what I went through with DishThus, the representative that called me on my cell phone needs business courses in on how to deal in customer relationsShe was not only rude and loudShe cut me off every time I tried to tell her what happenMy year old son set beside me in the vehicle very surprised of how this representative spoke to meFirst thing my son said to me when the call ended'Wow mom, I can't believe how she spoke to you!' Such sad & frustrating times I had to deal with this companyNot only very stressful but bad business relations to the customers.
*** ***
March 29, Ms*** *** *** *** *** *** ** *** Re: Revdex.com Complaint # *** ***-***
Dear Ms***: On March 22, 2016, we received your complaint, dated March 20, 2016, filed with the Revdex.com You said that your monthly rate increased even though you were told it would be locked for your two-year commitmentYou requested that we honor the agreement When we spoke, I explained that your rate increased because you didn’t remove the Protection Plan ($a month) once the free six-month offer endedI removed it and I added an $credit to your account If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** *** cc: Denver / Boulder Revdex.com *** ** *** *** *** *** *** ** *** *** ***
Initial Business Response /* (1000, 4, 2015/10/01) */
September 16,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On September 9, 2015, we received your correspondence, dated September 8, 2015,
filed with the Revdex.com
You indicated that the Sinclair Broadcasting Group local channels out of Marquette, MI were removed from the channel lineupYou maintain that as a result, you were offered $in credit for programming or to be released from your commitment
I attempted to reach you at (XXX) XXX-XXXX on September 9, and 16, There was no option to leave a voice message as the voicemail box was not set upI also sent an email to you at ***@GMAIL.COM
On August 26, 2015, DISH Network and Sinclair Broadcasting Group reached an agreement and the channels were restored
Our records reveal that you are receiving a $and a $monthly credit for three monthsI made an exception and applied an additional $monthly credit for three monthsThese credits total $When the credits end you will be billed the regular programming price
We thank you for bringing this matter to our attention so that we may address it internally with the appropriate personnelWe regret any inconvenience you may have experienced
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi I emailed you back if you never got my response that's not my problemI want those credits you said for the rest of my commitmentI can't talk on the phone until I get off and that's 4:And your Gone by themThanks for your replyMy voicemail is set up you left one messageBye
Final Business Response /* (4000, 8, 2015/10/14) */
October 13,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On October 6, 2015, we received your rebuttal, dated October 5, 2015, filed with the Revdex.com
You expressed concern as our phone hours do not coincideYou requested that the monthly credits continue through your term commitment
Because we are unable to speak directly, I will address your concerns in writing
As I explained, DISH Network and Sinclair Broadcasting reached an agreement and the local Marquette, MI channels were restoredWe are unable to honor your request for additional credits
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
Denver, CO XXXXX
*** ***
March 27, Mr*** *** *** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** Dear Mr***: On March 20, 2018, we received your complaint, dated March 19, 2018, filed with the Revdex.com You indicated that when you upgraded your equipment in November 2016, you were told that you had an agreement for a two-year priceHowever, your bill was more than expected and you were informed that you did not have a price guarantee, as you were provided a discount for six monthsWhen you requested that your account be disconnected, you were informed that you are under a term commitment and subject to a $early termination feeYou also expressed concern that the customer service representative advised you the account would be sent to collections A review of the call on December 14, 2016, revealed that you agreed to a two-year commitment for the equipment upgradeThis was disclosed during the callIt did not include a price guaranteeThe agent offered you the Preferred Customer price guarantee, but he told you to call back once the equipment was installed to initiate the deal; therefore, it was not applied to your account at that time When you called back on January 16, 2017, the agent you spoke with offered you the 2-Year Price GuaranteeYou agreed, but you declined to be enrolled in Credit Card AutoPayYou were provided with a $credit for six months When I spoke with you by telephone today, I informed you that I waived the $early termination fee as an exceptionPlease return the Hopper and Joey receivers and remotesKeep the return tracking numbers for your records When a balance remains unpaid on an account, it is referred to collectionsI apologize that you were dissatisfied with the customer service you received 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 *** ***
Initial Business Response /* (1000, 9, 2015/05/13) */
May 12,
Mr*** ***
*** *** Ave**
*** ***, *** ***
Re: Revdex.com Complaint # ***
***-***
Dear Mr***:
On May 12, 2015, we received your complaint, dated May 11, 2015, filed with
the Revdex.com
You said that you were billed for service after you requested your account to be closedYou expressed concern with being asked to return your equipmentYou want your equipment picked up and your balance removed
When we spoke by phone, I informed you that the last payment restored your serviceI agreed to waive the remaining balance of $Your account is now paid in fullI also advised you that I will ensure that you are not charged for unreturned equipment and that you can dispose of your receiver as you see fit
We strive to provide excellent service and 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,
*** ***
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C
Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT
(***) ***-***
cc: Denver / Boulder Revdex.com
*** *** St
Denver, CO
*** ***
Dear Mr***:On March 10, 2016, we received your rebuttal, dated March 9, 2016, filed with the Revdex.com.You expressed concern regarding the denial of your damage claim.At this point, we have inspected the installation and found that it is up to our standards and that no damage was done to your homeWe also have a signed Service Agreement indicating that you were satisfied with the installationWe will stand behind the field office’s decision to deny your claimIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####.Sincerely,*** ***Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Mon - Fri 6:a.mto 2:p.mMDT###-###-####
Dear Mr***: On January 25, 2016, we received your complaint, dated January 21, 2016, filed with the Revdex.comI unsuccessfully attempted to contact you at ###-###-#### on January 25, and 28, 2016, and I left three messagesYou indicated that you were not aware you were
under a 24-month commitmentThe technician told you that you were signing an installation agreementThis account was established under the Digital Home Advantage (DHA) 24-month agreement on November 7, (copy enclosed)Our sales representatives are required to disclose the terms of the agreementAdditionally, a sales confirmation email was sent to you at *** on that same dayThis sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installationAfter the installation, the technician provides the customer with an electronic tablet to signWe emailed you a copy of the signed DHA agreement to the same email address highlighted above on November 8, The copy that you received is a printout of the information from the electronic device usedThis account was disconnected on August 18, 2013, due to non-paymentThe remaining balance of $includes $in unpaid programming charges, a $early termination fee and reversed credits of $plus taxBecause no payments were made, the account was referred to collections on October 3, Although all charges are valid, as an exception the charges were removed and we notified collections to remove the information from your credit reportIf 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 ###-###-####
June 8, MrMark Snyder Faircrest DrHutchinson, KY Re: Revdex.com Complaint # 8255909175025060-
Dear MrSnyder: On May 31, 2016, we received your complaint, dated May 28, 2016, filed with the Revdex.com. My attempts to reach you by phone on June 3, and 8, 2016, have been unsuccessful. On each call attempt, the line was picked up then released. You said that you paid for programming and equipment, but you have been unable to activate your service Feel free to contact me at *** *** for assistance, as our records reflect that your account was activated on May 31, Sincerely, *** *** Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Mon - Fri 6:a.mto 2:p.mMDT *** ***
Initial Business Response /* (1000, 5, 2015/12/17) */
December 7,
*** *** ***
*** *** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On December 7, 2015, we received your complaint, dated December 4,
2015, filed with the Revdex.com
You said you established a bundled TV and internet account with DISH Network and XfinityYou disputed the $activation feeYou said you will return the equipment
When we spoke today, I advised you that you initiated your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Planet Dish Com, an independent retailer which sets their own business policies and proceduresThe cost for the activation of service is $and a payment was collected on the date of sale
I informed you that DISH Network and Xfinity do not offer a bundle billing optionHowever, Planet Dish Com may share a business partnership with that companyFor this reason, I recommended that you contact the retailer directly at X-XXX-XXX-XXXX regarding the internet service and their processing fee
I canceled the TV service and waived your early termination feeYou accepted this resolution
You also agreed to return the leased equipment to DISH NetworkA return box with label will be delivered to your home by UPSAs a courtesy, I waived the $fee
I made an exception and reversed the activation fee and I submitted a credit card refund of $Please allow five business days for processingA payment of $was collected on November 26, 2015, for service renderedNo refund is warranted for this payment, as service was provided
We appreciate your feedback and your concerns will be shared with the appropriate personnel for internally review
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: Monday - Friday, 6:am to 2:pm MST
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
*** *** ***
*** ** XXXXX
*** ***
October 18, *** *** ***
*** ** *** *** *** ***
*** *** ** *** Re: Revdex.com Complaint #
***
*** Dear MrGarcia: On October 16, 2017, we received your complaint, dated October 13, 2017, filed with the Revdex.com You expressed concern that your monthly rate increased after the first yearYou maintain that you were unaware the promotional rate you received was only for the first year of a two-year agreementYou requested a refund for your first year of service When we spoke on October 18, 2017, I informed you that the sales agent confirmed the length of the promotional credit and your monthly billing statements shows a monthly countdown (e.g., credit of 12)I offered to restart your service, which would reverse the early termination fee, and treat you as if you were a new customerYou said that you would think about it If there are further questions or concerns about this issue, please feel free to contact me at *** *** Sincerely, *** ***
*** *** ***
*** *** ***
*** *** ***
*** *** *** ** *** *** *** * ***
*** ***
*** *** * *** *** *** ***
*** ** *** *** *** ***
*** ** ***
*** ***
January 10, 2017Dear Mr***:On January 6, 2017, we received your complaint, dated January 5, 2017, filed with the Revdex.com.You stated that when you purchased your DISH Network service in October 2016, you were under the impression that you would receive the Hopper That was not the
caseWhen you called to correct the matter, you were advised that this would extend your contract and you would be charged upgrade feesYou requested that your current equipment be upgraded to the Hopper at no charge and with no contract extension.My three attempts to contact you at ###-###-#### and ###-###-#### on January 6, and 10, 2017, were unsuccessfulHowever, I was able to leave a message and my contact informationI also sent an email to you at ***@gmail.com (copy enclosed), but I have not received a response. Please feel free to contact me at ###-###-#### at your earliest convenience to address your complaint.Sincerely,Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: 2:pm to11:pm MDT, MON-FRI###-###-####
Initial Business Response /* (1000, 15, 2015/06/25) */
June 19,
*** *** ***
*** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr***:
On June 18, 2015, we received your complaint, dated June 12, 2015, filed with
the Revdex.com
You requested that the early termination fee be removed from your DISH Network accountYou claim that the representative told you there would be no balance due once you returned the equipment
This account was established under the Digital Home Advantage (DHA) 24-month agreement
A review of this account reveals that it was disconnected due to non-payment for a past-due balance of $Because you did not fulfill your 24-month commitment, an early termination fee of $posted to your account on March 30, 2015, and is reflected on the April 1, 2015, billing statementThe unreturned equipment fees were applied to the account on April 4, 2015, and all the charges are reflected on the May 1, 2015, billing statementThe account was not sent to collections until May 2,
Since the billing statements reveal what you were charged for and the amount owed, the charges are validHowever, as an exception, I removed the balanceThere is now a zero balance on this account
I apologize on behalf of DISH Network for the information you received
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: Monday through Friday 7:am to 3:pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
Cherokee St
Denver, CO XXXXX
*** ***
Initial Consumer Rebuttal /* (2000, 17, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I have not received this letter by mail as requestedThank you for your help
Complaint: ***
I am rejecting this response because: I am still waiting for the damage to be fixedCompensation for the damage or fixing of the damage will need to be done.Thank you.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/03) */
August 27,
Ms*** ***
** *** ***
*** ** XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Ms***:
On August 21, 2015, we received your complaint, dated August 20, 2015, filed with the
Revdex.com
You said that two payments were debited from your bank account through your online account without your authorizationYou requested to have your 24-month commitment waived
When we spoke, I advised you that I forwarded your concerns for internal investigationAs a courtesy, I waived your 24-month commitment and, at your request, set your account to disconnect on August 31, Additionally, I will waive your balance once the account is fully disconnected
We sincerely regret any inconvenience this issue may have caused and we are sorry to lose you as a member of the DISH Network family
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX
Sincerely,
*** ***
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
*** ***
Complaint: ***
I am rejecting this response because: There were promises to repay the overcharged amount That repayment is why I am looking for nothing further except honesty
Sincerely,
*** ** ***