Genesis Satellite and Cable

Complaint: [redacted] I am rejecting this response because: I have yet to receive (as of 05/03/2016) the processing fee back, and Mr [redacted] should be let go, as I believe he is a predator to senior adults and has in my opinion no remorse for his reprehensible lies in order to place an order I believe they won't let him go as he is probably one of their better sales producers, that is a no brainer look at his scruples or lack of when he was selling me.Sincerely, [redacted]

We apologize for the inconvenience, we always strive to make our customers happyWe looked into the situation and it seems like there was a little bit of a misunderstandingDirecTV does indeed have a promotion where they give new customers that sign up a $visa gift cardHowever, we will talk to our sales representatives and make sure this misunderstanding does not reoccurAs far as the $processing fee, that has been processed and you should be receiving that within a few daysAgain we apologize and hope to get this matter resolved Thank you, Genesis Satellite

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I will drop the Complaint when the Check ClearsI have not received the Check yet[redacted] ***

To whom may this concern: With most sincere apologies on behalf of our sales Representative and Genesis Satellite we apologize for the inconvenienceAs I can see on my end the customer got set up with the top 120+ that’s the reason why they were only being charged $but the customer came into our office on January 18, at 9:42am and he spoke to one of our office staff and they agreed to upgrade to the top 200, send them $gift card, also give him his $processing fee back and we also mentioned we would be adding referrals which what that will do is take $off their bill for monthsThe customer came into an agreement with us we told him we will try to lower his spectrum bill down to the $and he said If we were able to do that he would stay with the dish and agreed the let us add those referrals on his accountThe agent he spoke to was going to do it first thing this morning but when she came in she saw he did a Revdex.com complaint, so he didn’t give us enough time to get that taken care if for him [redacted] couldn’t see the discount because he disconnected, and it usually takes one billing cycle, so it can be added to the account, now that he’s disconnected theirs nothing we can do on our endWe will still be sending him out his $gift card but unfortunately, we can’t cancel his contract without any additional charges because we don’t have access to that, but he is more than welcome to call directly to Dish network and speak to the president of dish and come into an agreement with themAgain, we apologize for the inconvenience and as always, we encourage our customers to contact us with any questions or concerns Thank you

We apologize for the inconvenience, we are more than happy to send our technician to pick up the equipment so Josh [redacted] can be out of contractWe will have the technician contact Mr [redacted] so he can pick up the equipment when he is availableAgain we are sorry, and hope we can get this resolved.Thank You,Genesis

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Regardless of who owes me the $160.00, the Company that [redacted] works for is ultimately responsible for any claims made by it's employeesIt is not my responsibility to "chase down" whoever owes my the moneyI believe Genesis Satellite is shirking what is owed to me, by solely blaming the SalesmanThis attitude of the Company is what I have come to expect of them after and a half months of dealing with themAnd I will NEVER do business with them again, as their Customer Service is the worse I have ever encounteredAs for any documentation supporting my Claim about the $160.00, [redacted] the Salesman TOLD me by word of mouth during the sales pitch that the Early Termination Fee would by paid by themI was foolish enough to believe ***I have numerous text messages saying I would be paid by themI will try to fax them to the Revdex.com

We apologize for the inconvenience, we were under the impression the customer had received the check we sent a few weeks agoSince that is not the case, we made sure we had the correct address and put one in the mail again todayWe were not given any tracking information but since it has been mailed the consumer should receive the check no later than next weekThank You,Genesis

To whom this may concern: With most sincere apologies on behalf of our sales representatives and Genesis Satellite we apologize for the inconvenienceMost of the sales representatives usually offer to help with half of their customers Early Termination FeeWe spoke to the sales representative Kyle W***, he agreed to return the $activation feeWe prefer to help customers pay their Early Termination Fee then to lose them as a customer Customer never called into our office telling us what was going onTheirs no notes on their accountUsually when customers call we notate it in their account.We are not sure where that address came from either, we corrected their address in our end and it might have not gotten corrected through DirecTV’s endWe always do Welcome calls, we do those to verify that we have the correct Name, Address and Phone numberWe did the welcome call with Mrs [redacted] on December 19, at 4:59PM.Again, we apologize for the inconvenience and as always, we encourage our customers to contact us with any questions or concernsThank you

With our most sincere apologies on behalf of our sales representative and Genesis Satellite we apologize for the inconvenienceUnfortunately we are retailers for both *** Network and Directv thus we represent both companies, therefore we are not able to pay out any early termination feesIt is against our company agreement to pay a cancellation fee for either [redacted] Network or DirectvIn addition, we have a recorded phone call where we ask the customer if she is aware that she is going to be in a month lease agreement with the company she is switching over to, in which she states that she is okay with thatWe also state in the same call that Genesis is not responsible for any cancellation fees or other charges from their previous provider because we are not legally authorized to do thatThe customer did not mention anything about being in a contract with her [redacted] during the callAlthough we understand that the customer is frustrated with the switch and we hope to get things resolved, we would like to offer the customer savings of $off of her monthly bill for months to make up for the miscommunicationWe would like to encourage all of our customers to call us if they have any concerns, we always strive to have good customer service

We apologize for the inconvenience however, this matter has already been resolvedA check for the amount of $has been sent to the customerDue to the fact that as Dish Network and DirecTV retailers, we are not legally authorized to pay out early termination fee's for our customers we needed to
make sure we were able to do it for the customerTherefore, we manged to get the check sent and hope everything is resolved now

Complaint: ***I am rejecting this response because: They say I or my Mother agreed to a year contract That is not true for either of us Besides that I have no clue which contract they are talking about*** or Direct? I didn't sign a contract for *** ** because they could not meet the promises that were made I have requested a signed copy of the contract for *** *** and have not received it Direct TV would also like a copy of that contract and had not received one last time I talked to them My Mother was switched without her or my consent John (service man) told me he switched *** without consulting her because he was under the impression she & I wanted to be with the same company This was not the case.
I have filed complaints with both *** ** and Direct TV Neither one were at all pleased by the transaction or representation of their companies
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: I certainly understand you do not intend to honor your agreement with us. I also understand you have no intention of refunding us the $fee you charged us. I only hope the Revdex.com posts this on their website and someone has the foresight to check with them before attempting to do business with you.
Sincerely,
*** ***

We apologize for the inconvenience, we always strive to make our customers happyWe will be more than glad to apply the savings to your DirecTV account that will result into $off your bill We also apologize on behalf of the technician's delayThe sales representatives no longer works for
our company, therefore we will make sure this does not occur againWe hope to get this matter resolved promptly. Thank You,Genesis Satellite

Complaint: ***
I am rejecting this response because: It is true we were originally set up with a plan, but as the contract clearly shows, we were supposed to receive the top plus local programming. I have now visited their office twice and on neither occasion was it mentioned they would return the processing fee. When I mentioned the gift card, I was advised it would "be mailed shortly." I don't know what the term "referrals" means, unless it refers to their offer to lower the monthly rate from $to $77.51.At the second meeting with their office manager, I asked her to call MrV***, since they claimed they were unable to reduce the Spectrum bill as agreed in the contractHe did not answer the call, so I left. I did not agree to anything, but I did consider their offer and asked her to call me, if she was ever able to contact MrV***On returning home, my wife and me decided, if they wouldn't honor the contract as presented, we did not want to compromise and pay the higher rate.This has been very stressful and frustrating to both my wife and me. These people are representatives of Dish, I expect them to contact Dish, explain their error, and make sure we don't have to continue this conflict
Sincerely,
*** ***

We apologize for the inconvenience, however we have done all that we can to resolve this issueAs Dish Network and DirecTV retailers we are not authorized to pay out early termination fees coming from our customersAlthough, to keep Mr*** satisfied we did that for himAs far as the reimbursing him for the charges that he had had for not canceling his previous service on time, we can not do thatWe have a recorded phone call that was done with Mr*** two days after his installation with Dish Network where we let him know that we can not cancel his service with DirecTV, we are not legally authorized to do thatWe explained that to him and let him know all he had to do was to call DirecTV himself and let them know he wanted to cancel his serviceWe as retailers can not do that because DirecTV does not allow anyone to cancel a service that is not theirsThat is something more personal and that was explained to Mr*** during the call that was made with him two days after receiving his Dish Network serviceAgain we apologize and hope to get this matter resolved.
Thank You, Genesis

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
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.
Regards,
*** ***

We apologize for the unresolved matter that has been left with the customer some time agoWe would like to clarify that we do have in our records that the customer's daughter *** did the welcome call, on Aug22, 2016, which states that they understand it is a month agreement with DirecTv for her mother and *** for herselfOur office and the sales representative were under the impression they understood that they would be switching providers to receive the new promotions that was offered to the customersWe were not aware of any agreement the customer still had with *** for the yrs until after she was installed and activated with DirecTvWe are not sure if a copy of the contract was provided to the customer but all of our technicians ensure that the customer signs their agreement and leaves them with their copyWe also would have needed the customer's consent to enter the home and do the installation, which our technician did not express any complications at that timeIt was only until the customer's daughter called us to express her concern several times on Aug29,and at that time we offered to help with the 2nd year price until her mother's contract ends, after which they may decided to cancel or stay with DirecTvWe also offered to lower her monthly price and apologized for the inconvenience and she was content up until the next day, and at that time we were unaware of what changed her mindWe unfortunately are still unable to pay for any early termination fee's or provided any discounts at this time and would ask the customer to contact *** *** and DirecTv if they have any further concerns

We apologize for the inconvenience this issue has causedWe understand and have tried to do our best to resolve the situation without having to take it any further than neededWe have spoken to the customer several times to come up with the best and reasonable solution, including offering to lower
both bills by $a month for months as a compromise but the customer refusedSeeing as we are limited and unable to change the customers billing we are only able to do so much
Unfortunately the sales representative no longer works for us and is unable to fulfill his promise to the customer as wellThe customer had expressed only two options that he would accept, one being to take $60-$off both bills or to pay off the ETF for both accounts which we were unable to accept due to the restrictions and authority we posses according to what is required of us through our contract with Dish Network
As of today 10/28/we are showing that both customer's are still active and have not cancelled their accounts with Dish NetworkAlso that the Office of the President of Dish has waived the ETF of both customers, showing that they were not required to pay the $each and would not require a refund
Again we apologize that we weren't able to resolve this for you, we strive to have good customer service and wish we could have been of more help

This issue has been resolved, we mailed a check to Mr*** to cover his ETF