March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com You stated that you contacted DISH Network to inquire about services and pricingA credit inquiry was run without your consentYou requested that this inquiry be removed from your credit report When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removedI received confirmation today that the request was sent to the credit bureau for removalPlease allow days for the update If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ May 19, Ms [redacted] St [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Revdex.com When I contacted you by phone today, you were unable to discuss your concerns and you agreed to be provided with a written response You maintain that four charges were applied to your account without notificationYou would like a credit for the charges, and compensation for this issue The current balance on your account is $This balance includes an early termination fee of $90.00, three $box return fees and an unpaid service balance of $ The four charges that were applied to your account were account credits that we reversed because they were supposed to be used for upcoming serviceSince theses credits were applied on your previous billing statement and the service was disconnected on May 8, 2015, before the billing dates (May 22, 2015, through June 21, 2015), the credits were reversed, resulting in a total charge of $ As a courtesy, I applied a credit of $to your account; however, we are unable to honor your request for compensation You also expressed dissatisfaction with our Customer Service Department while you were disconnecting your serviceWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: I will be checking with my financial institute to see if they can go that far backOnce I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind"The issue of paying a month in advance has been side stepped yet againAlso can you please stop saying you disconnected service because I didI was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers Sincerely, [redacted] ***
Dear Ms [redacted] : On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comIn your rebuttal, you indicated that you do not accept our responseWhile we regret that you do not agree with the decision to close your damage claim, we believe we have offered you a considered and fair response to your complaintAt this point, we respectfully consider the issue closedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Revdex.com: Since they have agreed to waive the early termination fee (that was never told to me before receiving this letter), then I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/10/29) */ October 28, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 28, 2015, we received your complaint, dated October 27, 2015, filed with the Revdex.com You expressed concern with the sale of your serviceYou indicated that you were not advised of the $activation fee, and that you have yet to receive two $gift cardsYou requested to cancel the service with no penalty When we spoke today, you said that this matter has been resolved Our records reveal that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Infinity Sales Group LLC, an independent retailerWhile DISH Network and AT&T do not have a business relationship, the retailer may offer AT&T serviceI regret any confusion We have no record of the gift card offer you describedNevertheless, as a courtesy, a $programming credit was applied to your account on October 27, In addition, I made an exception and waived your early termination fee Your concerns will be forwarded to the appropriate personnel for internal reviewWe 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your replyThe confusion was I called the number on the DISH website page to sign upI have no idea how I was set up through this 3rd party company you mentionedThey did promise a lot of things that didn't happenLuckily AT&T has worked with me in getting their service & billing corrected with one phone call & lots of apologiesAfter SEVERAL phone calls to DISH they have credited my accountHopefully, it is finally fixed
March 17, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 17, 2016, we received your rebuttal, dated March 2, 2016, filed with the Revdex.com You continue to state that DISH Network removed your channels and you’re being overcharged for your service As previously explained, on February 28, 2016, you elected to reduce your programming packageYou removed the Smart Pack and added the Welcome Pack insteadThis is our smallest and lowest price packageWith that said, it is highly likely that many stations that you accessed in the Smart Pack are not available in the Welcome PackAdditionally, you would have likely experienced programming loss when you previously lowered your package from the American’s Top to the Smart PackYou would need to provide specific channel information to confirm any loss of access In regards to the $bill you received on February 21, 2016, you were provided a $monthly credit for five months after your new customer promotional discount ended in August The last credit was applied to your account in January 2016; therefore, your February bill reflected the full cost of your serviceThe package change I mentioned earlier reduced the $balance and you actually only paid $You were provided another credit at that time so you are current receiving a $monthly credit for six months If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
June 28, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You expressed concern with the removal of your local Fox station and NFL NetworkYou maintain that you received no noticeYou also do not agree with the early termination fee to disconnect your service Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotionPlease be advised that we do not guarantee certain channels will be received because our programming packages are subject to change DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customersUnfortunately, we to do have an estimated time for when the channels may be restored When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your serviceAlthough you indicated that you would call me back, I have not received a callYou may contact me directly to accept my offer If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
June 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com You indicated that the monthly credit of $you were promised for months is not being honored A review of your account shows that credits totaling $were applied to your DISH Network account on April 1, 2016, for six monthsWhen you contacted us on May 17, 2016, our representative applied an additional monthly credit of $for monthsAlthough this credit along with the existing credits totals $50.00, the $credits were not extended Our records also show that your term commitment was waivedPlease be advised that you will not be charged an early termination fee if you choose to disconnect your service When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $monthly credit for an additional six months once it ends on September 1, We strive to provide excellent service and we regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
June 14, Ms [redacted] *** [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at [redacted] on June 7, and 14, 2016, and I left three messages You expressed concern with the following: Video On Demand (VOD) Signature on work order Billing Customer service You indicated that you experienced technical issues with your VOD featureIn addition, you claim that you are paying for a service that you are not receiving, and you expect compensationVOD is an added bonus and there is no charge for it unless you order a VOD that includes a charge Additionally, a review of the original sales chat revealed that there was no mention of VOD and it was not requestedThis indicates that you did not specifically subscribe to DISH Network service for that featureWe are aware of some issues with the VOD feature and it has been forwarded to the manufacturer for research, but there is no estimated time for a resolutionSince you are not paying for this feature, no credit is warranted You indicated that you did not sign the service agreement when the technician was at your residence on December 26, You accepted a credit of $for six months as a resolutionThe information was forwarded and it will be addressed internally This account was established under the Digital Home Advantage (DHA) 24-month agreement on June 3, You also enrolled in a new customer promotion that provided a $monthly credit for the first year of your serviceYour $credits expired on your April 18, 2016, billing statement and you are now being billed at the regular rate I apologize on behalf of DISH Network 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Complaint: [redacted] I am rejecting this response because: there were channels taken away several representatives have admitted to this and apologized for this so your information is inaccurate When I asked about this you claimed I either wasn't being accurate or it was due to "technical"Which is not trueYour company has also refused to cooperate with me in regards to this matter as well as trying to charge me bogus fees due to "unreturned equipment" how do do receive one Item and not others when they were all in the same exact box Sincerely, [redacted] ***
February 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TVYou also mentioned the customer service you received As previously advised, your damage claim was denied and it cannot be reopenedWe regret that you do not agree Our records indicate that you have received continuous monthly courtesy credits for at least two yearsDISH Network reserves the right to place restrictions on an account If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to meI think their reps should be better trained and not just tell a customer what they want to hear Sincerely, [redacted] ***
May 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com You said that you have experienced signal loss due to inclement weatherYou requested that we release you from your contract When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elementsOnce the inclement weather has passed, the signal should returnI advised you that we consider your contract to be validHowever, in the interest of customer service, I’m willing to reduce your early termination fee from $to $You agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 7, [redacted] Re: Revdex.com Complaint # [redacted] Dear [redacted] : On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the Revdex.com You stated that you purchased DISH Network TV and dishNET Wireline internet serviceThe TV service was installed as scheduled; however, you experienced repeated delays with the internet installationThis had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service providerYou have been charged an early termination fee for your TV service and you requested that this fee be waived When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesyYou accepted this resolution 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 (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted]
December 29, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-####Dear Ms [redacted] : On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.comYou stated that your DISH Network service was installed on October 10, You experienced ongoing service and equipment issuesAdditionally, there were problems with the installation done by Via SatelliteYour early termination fee was waived and you disconnected your serviceA damage claim was opened to address your installation concernsYou requested a refund for the two months you paid for service you did not receiveWhen we spoke today, you confirmed that your installation issues were being addressed by Via SatelliteI agreed to refund your two monthly payments and resolve the $balance on your accountYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo Tell us why here
February 22, Mrand Mrs [redacted] and [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrand Mrs***: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installationYou requested that a different technician mount your TV at a time of your choosingYou said you were supposed to be billed $for the TV Bracket and installation and you disputed the additional costYou also expressed concern that a standard remote control was ordered and not a voice remote control I attempted to reach you at [redacted] on February 18, and 22, I left three voice messagesAlthough you returned my call we were unable to speak directly Our records show that the second technician visit was completed on February 21, You were billed $plus tax for the TV Bracket and the installation, as courtesy credits were appliedThe $remote control fee was also removedThe balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal reviewWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 15, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com You said that you were not allowed to disconnect your DISH Network service and you expressed concern about your billingYou indicated that your TV and internet services were to be bundledYou requested to have your early termination fee waived I attempted to reach you at ###-###-#### on December and 15, My second call was answered but was terminated when I identified myself A review of your sales call revealed that while you ordered AT&T internet and DISH Network TV service, there was no discussion of bundling the two accountsPlease note that DISH Network and AT&T do not have an agreement to bundle our accounts I reviewed our records and the agent with whom you spoke advised you that, as you were disputing the early termination fee, your account would remain active while we reviewed your sales callThe agent attempted to contact you on October 22, 2015, to advise you that your sales call was reviewed, and the agent left you a voicemail with our findings Our records also show that your call to disconnect your account was terminated before our disconnection disclosures could be providedAs our agents are required to provide the disclosures, your account was left active until you could be provided our full disclosures While we regret any inconvenience this issue may have caused, we are unable to waive your 24-month commitmentPlease contact us at ###-###-#### if you still wish to disconnect your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
June 24, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineupYou also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option Your service was activated on June 10, 2016, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period for our service A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requestedAlthough NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement Additionally, you said that you did not receive a response to the email you sent to our Corporate OfficeOur records show that you were contacted by MrRyan Vogler from our Executive Communications Team on June 22, MrVogler waived the term commitment on your account and he disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On July 16, 2015, we received your correspondence, dated July 15, 2015, filed with the Revdex.com You said that your TV was damaged during a stormYou maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that companyPlease note that DISH Network cannot guarantee other manufacturer's products Because we value your business, I reversed the past-due balance of $from your account and applied an additional $monthly credit for ten months We regret any inconvenience you may have experiencedYour concerns will be shared with the appropriate personnel for internal review If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***
March 24, Ms [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Ms [redacted] : On March 16, 2016, we received your correspondence, dated March 15, 2016, filed with the Revdex.com You stated that you contacted DISH Network to inquire about services and pricingA credit inquiry was run without your consentYou requested that this inquiry be removed from your credit report When we spoke on March 18, 2016, I agreed to submit a request to have the inquiry removedI received confirmation today that the request was sent to the credit bureau for removalPlease allow days for the update If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ May 19, Ms [redacted] St [redacted] ***, [redacted] Re: Revdex.com Complaint # [redacted] - [redacted] Dear Ms [redacted] : On May 19, 2015, we received your complaint, dated May 18, 2015, filed with the Revdex.com When I contacted you by phone today, you were unable to discuss your concerns and you agreed to be provided with a written response You maintain that four charges were applied to your account without notificationYou would like a credit for the charges, and compensation for this issue The current balance on your account is $This balance includes an early termination fee of $90.00, three $box return fees and an unpaid service balance of $ The four charges that were applied to your account were account credits that we reversed because they were supposed to be used for upcoming serviceSince theses credits were applied on your previous billing statement and the service was disconnected on May 8, 2015, before the billing dates (May 22, 2015, through June 21, 2015), the credits were reversed, resulting in a total charge of $ As a courtesy, I applied a credit of $to your account; however, we are unable to honor your request for compensation You also expressed dissatisfaction with our Customer Service Department while you were disconnecting your serviceWe appreciate that you brought this matter to our attention so that we may address it internally with the appropriate personnel If there are further questions or concerns about this issue, please feel free to contact me at (***) ***-*** Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday-Friday, 6:am - 3:pm MDT (***) ***- [redacted] cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
Complaint: [redacted] I am rejecting this response because: I will be checking with my financial institute to see if they can go that far backOnce I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind"The issue of paying a month in advance has been side stepped yet againAlso can you please stop saying you disconnected service because I didI was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers Sincerely, [redacted] ***
Dear Ms [redacted] : On January 29, 2016, we received your complaint, dated January 29, 2016, filed with the Revdex.comIn your rebuttal, you indicated that you do not accept our responseWhile we regret that you do not agree with the decision to close your damage claim, we believe we have offered you a considered and fair response to your complaintAt this point, we respectfully consider the issue closedIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-####
Revdex.com: Since they have agreed to waive the early termination fee (that was never told to me before receiving this letter), then I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/10/29) */ October 28, [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] : On October 28, 2015, we received your complaint, dated October 27, 2015, filed with the Revdex.com You expressed concern with the sale of your serviceYou indicated that you were not advised of the $activation fee, and that you have yet to receive two $gift cardsYou requested to cancel the service with no penalty When we spoke today, you said that this matter has been resolved Our records reveal that you established your service under the Digital Home Advantage (DHA) promotion with a 24-month commitment through Infinity Sales Group LLC, an independent retailerWhile DISH Network and AT&T do not have a business relationship, the retailer may offer AT&T serviceI regret any confusion We have no record of the gift card offer you describedNevertheless, as a courtesy, a $programming credit was applied to your account on October 27, In addition, I made an exception and waived your early termination fee Your concerns will be forwarded to the appropriate personnel for internal reviewWe 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, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com [redacted] Denver, CO XXXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your replyThe confusion was I called the number on the DISH website page to sign upI have no idea how I was set up through this 3rd party company you mentionedThey did promise a lot of things that didn't happenLuckily AT&T has worked with me in getting their service & billing corrected with one phone call & lots of apologiesAfter SEVERAL phone calls to DISH they have credited my accountHopefully, it is finally fixed
March 17, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On March 17, 2016, we received your rebuttal, dated March 2, 2016, filed with the Revdex.com You continue to state that DISH Network removed your channels and you’re being overcharged for your service As previously explained, on February 28, 2016, you elected to reduce your programming packageYou removed the Smart Pack and added the Welcome Pack insteadThis is our smallest and lowest price packageWith that said, it is highly likely that many stations that you accessed in the Smart Pack are not available in the Welcome PackAdditionally, you would have likely experienced programming loss when you previously lowered your package from the American’s Top to the Smart PackYou would need to provide specific channel information to confirm any loss of access In regards to the $bill you received on February 21, 2016, you were provided a $monthly credit for five months after your new customer promotional discount ended in August The last credit was applied to your account in January 2016; therefore, your February bill reflected the full cost of your serviceThe package change I mentioned earlier reduced the $balance and you actually only paid $You were provided another credit at that time so you are current receiving a $monthly credit for six months If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
June 28, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 22, 2016, we received your complaint, dated June 17, 2016, filed with the Revdex.com You expressed concern with the removal of your local Fox station and NFL NetworkYou maintain that you received no noticeYou also do not agree with the early termination fee to disconnect your service Our records show that you were enrolled in a 24-month commitment on February 1, 2016, when your equipment was upgraded through our DISH’n It Up promotionPlease be advised that we do not guarantee certain channels will be received because our programming packages are subject to change DISH Network is constantly negotiating programming contracts in an effort to ensure our customers receive the lowest all-digital programmingIn order to remain the best value for our customers and offer competitive pricing for their programming, we, at times, have to have an interruption of service while we negotiate for low pricing DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with the channel providers and restore programming for our customersUnfortunately, we to do have an estimated time for when the channels may be restored When I spoke with you by phone on June 24, 2016, I offered to waive your term commitment and disconnect your serviceAlthough you indicated that you would call me back, I have not received a callYou may contact me directly to accept my offer If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
June 8, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com You indicated that the monthly credit of $you were promised for months is not being honored A review of your account shows that credits totaling $were applied to your DISH Network account on April 1, 2016, for six monthsWhen you contacted us on May 17, 2016, our representative applied an additional monthly credit of $for monthsAlthough this credit along with the existing credits totals $50.00, the $credits were not extended Our records also show that your term commitment was waivedPlease be advised that you will not be charged an early termination fee if you choose to disconnect your service When I spoke with you by phone on June 7, 2016, I advised you that I will extend the $monthly credit for an additional six months once it ends on September 1, We strive to provide excellent service and we regret that your experience was unfavorable If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
June 14, Ms [redacted] *** [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Ms***: On June 7, 2016, we received your complaint, dated June 3, 2016, filed with the Revdex.com I unsuccessfully attempted to contact you at [redacted] on June 7, and 14, 2016, and I left three messages You expressed concern with the following: Video On Demand (VOD) Signature on work order Billing Customer service You indicated that you experienced technical issues with your VOD featureIn addition, you claim that you are paying for a service that you are not receiving, and you expect compensationVOD is an added bonus and there is no charge for it unless you order a VOD that includes a charge Additionally, a review of the original sales chat revealed that there was no mention of VOD and it was not requestedThis indicates that you did not specifically subscribe to DISH Network service for that featureWe are aware of some issues with the VOD feature and it has been forwarded to the manufacturer for research, but there is no estimated time for a resolutionSince you are not paying for this feature, no credit is warranted You indicated that you did not sign the service agreement when the technician was at your residence on December 26, You accepted a credit of $for six months as a resolutionThe information was forwarded and it will be addressed internally This account was established under the Digital Home Advantage (DHA) 24-month agreement on June 3, You also enrolled in a new customer promotion that provided a $monthly credit for the first year of your serviceYour $credits expired on your April 18, 2016, billing statement and you are now being billed at the regular rate I apologize on behalf of DISH Network 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 [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT
Complaint: [redacted] I am rejecting this response because: there were channels taken away several representatives have admitted to this and apologized for this so your information is inaccurate When I asked about this you claimed I either wasn't being accurate or it was due to "technical"Which is not trueYour company has also refused to cooperate with me in regards to this matter as well as trying to charge me bogus fees due to "unreturned equipment" how do do receive one Item and not others when they were all in the same exact box Sincerely, [redacted] ***
February 22, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr [redacted] : On February 21, 2017, we received your rebuttal, dated February 21, 2017, filed with the Revdex.com You said you appreciate that we released you from the 24-month agreement; however, you requested reimbursement for a damaged TVYou also mentioned the customer service you received As previously advised, your damage claim was denied and it cannot be reopenedWe regret that you do not agree Our records indicate that you have received continuous monthly courtesy credits for at least two yearsDISH Network reserves the right to place restrictions on an account If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday through Friday 7:am to 3:pm MDT [redacted] cc: [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Complaint: [redacted] I am rejecting this response because: I don't feel as she address my concern my problem is the rep who told me I could have my extension should not have lied to meI think their reps should be better trained and not just tell a customer what they want to hear Sincerely, [redacted] ***
May 30, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear [redacted] : On May 30, 2017, we received your complaint, dated May 26, 2017, filed with the Revdex.com You said that you have experienced signal loss due to inclement weatherYou requested that we release you from your contract When we spoke by phone, I advised you that as a satellite system, DISH Network service is susceptible to the elementsOnce the inclement weather has passed, the signal should returnI advised you that we consider your contract to be validHowever, in the interest of customer service, I’m willing to reduce your early termination fee from $to $You agreed to my resolution If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 7, [redacted] Re: Revdex.com Complaint # [redacted] Dear [redacted] : On July 30, 2015, we received your correspondence, dated July 29, 2015, filed with the Revdex.com You stated that you purchased DISH Network TV and dishNET Wireline internet serviceThe TV service was installed as scheduled; however, you experienced repeated delays with the internet installationThis had a negative impact on your internet-driven, home-based business and it led you to disconnect your TV service and obtain another service providerYou have been charged an early termination fee for your TV service and you requested that this fee be waived When we spoke on August 3, 2015, I agreed to waive your TV early termination fee, as a courtesyYou accepted this resolution 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 (720) 514- Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 2:pm to11:pm MDT, MON-FRI (720) 514- cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted]
December 29, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-####Dear Ms [redacted] : On December 29, 2015, we received your correspondence, dated December 28, 2015, filed with the Revdex.comYou stated that your DISH Network service was installed on October 10, You experienced ongoing service and equipment issuesAdditionally, there were problems with the installation done by Via SatelliteYour early termination fee was waived and you disconnected your serviceA damage claim was opened to address your installation concernsYou requested a refund for the two months you paid for service you did not receiveWhen we spoke today, you confirmed that your installation issues were being addressed by Via SatelliteI agreed to refund your two monthly payments and resolve the $balance on your accountYou accepted this resolutionIf there are further questions or concerns about this issue, please feel free to contact me at ###-###-####Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: 2:pm to11:pm MDT, MON-FRI ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO David Laslo Tell us why here
February 22, Mrand Mrs [redacted] and [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mrand Mrs***: On February 17, 2016, we received your correspondence, dated February 16, 2016, filed with the Revdex.com You expressed dissatisfaction with the customer service you received during your equipment upgrade and TV mount installationYou requested that a different technician mount your TV at a time of your choosingYou said you were supposed to be billed $for the TV Bracket and installation and you disputed the additional costYou also expressed concern that a standard remote control was ordered and not a voice remote control I attempted to reach you at [redacted] on February 18, and 22, I left three voice messagesAlthough you returned my call we were unable to speak directly Our records show that the second technician visit was completed on February 21, You were billed $plus tax for the TV Bracket and the installation, as courtesy credits were appliedThe $remote control fee was also removedThe balance now due is $193.57, which includes the TV Bracket, installation and service rendered through March 12, We appreciate your feedback and your concerns will be shared with the appropriate personnel for internal reviewWe regret any inconvenience you may have experienced If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday – Friday, 6:am to 2:pm MST [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] ** [redacted] [redacted] ***
December 15, [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ###-###-#### Dear Ms***: On December 11, 2015, we received your complaint, dated December 10, 2015, filed with the Revdex.com You said that you were not allowed to disconnect your DISH Network service and you expressed concern about your billingYou indicated that your TV and internet services were to be bundledYou requested to have your early termination fee waived I attempted to reach you at ###-###-#### on December and 15, My second call was answered but was terminated when I identified myself A review of your sales call revealed that while you ordered AT&T internet and DISH Network TV service, there was no discussion of bundling the two accountsPlease note that DISH Network and AT&T do not have an agreement to bundle our accounts I reviewed our records and the agent with whom you spoke advised you that, as you were disputing the early termination fee, your account would remain active while we reviewed your sales callThe agent attempted to contact you on October 22, 2015, to advise you that your sales call was reviewed, and the agent left you a voicemail with our findings Our records also show that your call to disconnect your account was terminated before our disconnection disclosures could be providedAs our agents are required to provide the disclosures, your account was left active until you could be provided our full disclosures While we regret any inconvenience this issue may have caused, we are unable to waive your 24-month commitmentPlease contact us at ###-###-#### if you still wish to disconnect your account If there are further questions or concerns about this issue, please feel free to contact me at ###-###-#### Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: 6:am - 2:pm (MDT), Mon-Fri ###-###-#### cc: Denver / Boulder Revdex.com Cherokee St Denver, CO [redacted] ***
June 24, Mr [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] [redacted] - [redacted] Dear Mr [redacted] : On June 24, 2016, we received your complaint, dated June 21, 2016, filed with the Revdex.com You expressed concern with the early termination fee to disconnect your serviceYou indicated that you were dissatisfied with the service because the MSG channel is not available and NFL Network and NFL RedZone were recently removed from our programming lineupYou also stated that you did not receive a copy of the 24-month agreement and you experienced issues with the DVR recording option Your service was activated on June 10, 2016, with a 24-month commitmentPlease be advised that DISH Network does not offer a trial period for our service A review of the sales call recording from June 9, 2016, did not find that the MSG channel was requestedAlthough NFL Network and NFL RedZone were available when you initiated your service, these channels were removed on June 16, 2016, because we were unable to reach an agreement with the broadcaster to continue carrying them Our records do not show that you contacted us regarding your concerns with the DVR recordings or to request a copy of your agreement Additionally, you said that you did not receive a response to the email you sent to our Corporate OfficeOur records show that you were contacted by MrRyan Vogler from our Executive Communications Team on June 22, MrVogler waived the term commitment on your account and he disconnected your service If there are further questions or concerns about this issue, please feel free to contact me at [redacted] Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.CPhone Hours: Monday-Friday, 6:am – 3:pm MDT [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ July 21, Ms [redacted] XXXXX Re: Revdex.com Complaint # XXXXXXXX XXXXXXXXXXXXXXXX-XXXXXXX Dear Ms [redacted] On July 16, 2015, we received your correspondence, dated July 15, 2015, filed with the Revdex.com You said that your TV was damaged during a stormYou maintain that a technician guaranteed that DISH Network will replace any equipment that was connected to a surge protector When we spoke today, you said have contacted Belkin (the manufacturer of the surge protector) and you are currently filling out the required documents for your claim with that companyPlease note that DISH Network cannot guarantee other manufacturer's products Because we value your business, I reversed the past-due balance of $from your account and applied an additional $monthly credit for ten months We regret any inconvenience you may have experiencedYour concerns will be shared with the appropriate personnel for internal review If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C Phone Hours: Monday - Friday, 6:am to 2:pm MST (XXX) XXX-XXXX cc: Denver / Boulder Revdex.com Cherokee St Denver, CO XXXXX [redacted] ***