Genesis Satellite and Cable

Revdex.com:I accept their response only because *** Network was kind enough to waive the early cancellation fee my Mother was charged because Genesis disconnected her service I find Genesis a very shady company and will not do business with any sales people for satellite or other types of services brokered by an intermediary Hard lesson learned.
Sincerely,
*** ***

We apologize for the delay in our response as we have been working on a solution with this customerWe are aware of the situation and have been trying to work with her regarding her her cancellation feeWe have spoken to her recently have have agreed to pay her cancellation fee for the service
that she would like to cancelWe advised her to provide her final bill so that we may be able to take care of this misunderstandingShe has agreed to the solution and let us know that she would do soWe apologize for the miscommunication and have explained to her that the sales representative was not aware that she was in contract and he has taken a leave of absenceThe owner has stressed to not only him but to all sales representatives how crucial it is to cover everything with new customersAs a result we have implemented weekly sales training's to ensure that our customers and future customer know exactly what they are signing up forAgain we apologize for the lack of communication that was portrayed and hope that the customer is content with the compromise that was offeredAs always we encourage our customers to contact us with any questions or concerns. Thank you

We understand you were supposed to get the top for the total of $but the top is one of the higher prices packages and we understand it was our sales representatives fault for giving the wrong total but unfortunately, we can’t give out the top for $we have tried to work something out for you, we offered you the $off your bill and to return your processing fee but now that you have disconnected there’s nothing else we can offeronce again we apologize for the inconvenience

Complaint: ***I am rejecting this response because: The old cliché the check is in the mail is now updated to say we will credit his debit back in a few daysI also take offense to the obvious lie to cover a lie by their omission of the outrageous claim that Mr*** *** at Costco was part of Mr*** Well's team and I would get the Costco $buck cash cardI want a representative to call me and apologize for such shameless business practices, and credit my account NOW for the processing fee(49.95 and the dollar hold on the account that never activatedSincerely,*** ***

Complaint: ***I am rejecting this response because Genesis Satellite was ultimately not involved in the solution that I was able to achieveAccording to the Revdex.com criteria items must be viewed negatively
"If complaints have been filed, whether in Revdex.com's opinion the business failed to resolve the underlying cause(s) of a pattern of complaints."
In my case, after three weeks of attempted contact with the CEO, the only one able to make the necessary consession in this matter, I finally gave up, filed a Revdex.com report and then took my case to DISHThe Genesis reply above is correct in stating that the Office of the President did in fact release my two accounts in question from their contracts, removing the ETF burden, and allowing us to cancel our accounts, something that will likely occur next TuesdayThis action was taken after I provided all written communcation between Genesis and myslefUpon seeing the grossly misrepresented sales pitch, DISH did a good thing, and stood behind their customerAt the same time, I was informed that a formal review of Genesis Satellite would be conducted, to ensure other customers are not mislead as I was, and that they may potentially lose their approval to resell DISH products
To conclude, I am no longer seeking any type of restitution, as DISH has fixed the promblem Genesis createdIt is imperative to note however that Genesis was not a good actor in this, and has not corrected the underlying problems that have resulted in Revdex.com cases against themTread with caution in your dealings with them, until such time as Genesis leadership holds their salespeople accountable and their customers in high enough regard to at least speak to them. Sincerely,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 complaint. For 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 Clears. I have not received the Check yet.[redacted]

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 contract. We will have the technician contact Mr. [redacted]  so he can pick up the equipment when he is available. Again we are sorry, and hope we can get this resolved.Thank You,Genesis

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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 complaint. For your reference, details of the offer I reviewed appear below.
First and foremost, I believe the system to not be working correctly due to the fact that we are still receiving "radio modem network failure" alerts such as the picture attached as recent as last week. The technicians may have run checks on our system, however we are still having problems and no one has been able tell us why or bothers to return phone calls to explain or answer questions. It is not just the system we have issues with, but rather the lack of communication with the business employees. Furthermore, genesis is correct in stating that we have not paid for services for I believe the past three months, however we were told that we would not be charged due to the issues we have had. We have not been billed and therefore any lack of payment is a result of not being billed as a courtesy by the company as we attempt to resolve our issues and is not a result of our negligence. Also we were on an auto-withdrawal account and our credit card number that is on file has not changed. We appreciate the offer of being relieved from our contract free of charge and would gladly accept if a genesis technition comes to our home to remove the equipment. The sensors appear to be easy enough to remove, however the monitor itself appears to require a skilled technition, which I am not. My fear is that I would damage the equipment and be liable to repair or replace it.  Lastly, when we agreed to this contract with genesis satellite, we were assured that being located in Yakima as opposed to Kennewick would not be an issue, therefore getting a technition here now should not be an issue. That being said, if I have permission from genesis to remove all of the equipment in my home (including the monitor) to the best of my ability and not be liable for damages to the monitor or any other piece of equipment, I will gladly remove and return the equipment to them promptly. 
Regards,
[redacted]

To whom this may concern:    With most sincere apologies on behalf of our sales representatives and Genesis Satellite we apologize for the inconvenience. Most of the sales representatives usually offer to help with half of their customers Early Termination Fee. We spoke to the sales...

representative Kyle W[redacted], he agreed to return the $99.00 activation fee. We 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 on. Theirs no notes on their account. Usually 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 end. We always do Welcome calls, we do those to verify that we have the correct Name, Address and Phone number. We did the welcome call with Mrs. [redacted] on December 19, 2017 at 4:59PM.Again, we apologize for the inconvenience and as always, we encourage our customers to contact us with any questions or concerns. Thank you.

With our most sincere apologies on behalf of our sales representative and Genesis Satellite we apologize for the inconvenience. Unfortunately we are retailers for both [redacted] Network and Directv thus we represent both companies, therefore we are not able to pay out...

any early termination fees. It is against our company agreement to pay a cancellation fee for either [redacted] Network or Directv. In addition, we have a recorded phone call where we ask the customer if she is aware that she is going to be in a 24 month lease agreement with the company she is switching over to, in which she states that she is okay with that. We 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 that. The customer did not mention anything about being in a contract with her [redacted] during the call. Although 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 $10 off of her monthly bill for 10 months to make up for the miscommunication. We would like to encourage all of our customers to call us if they have any concerns, we always strive to have good customer service.

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 complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]

To whom may this concern:                   With most sincere apologies on behalf of our sales Representative and Genesis Satellite we apologize for the inconvenience. As 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 $61.20 but the customer came into our office on January 18, 2018 at 9:42am and he spoke to one of our office staff and they agreed to upgrade to the top 200, send them $100 gift card, also give him his $50 processing fee back and we also mentioned we would be adding 4 referrals which what that will do is take $20 off their bill for 10 months. The customer came into an agreement with us we told him we will try to lower his spectrum bill down to the $44.99 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 account. The 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 end. We will still be sending him out his $100 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 them. Again, we apologize for the inconvenience and as always, we encourage our customers to contact us with any questions or concerns.  Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 complaint. For 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 employees. It is not my responsibility to "chase down" whoever owes my the money. I believe Genesis Satellite is shirking what is owed to me, by solely blaming the Salesman. This attitude of the Company is what I have come to expect of them after 2 and a half months of dealing with them. And I will NEVER do business with them again, as their Customer Service is the worse I have ever encountered. As 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 them. I was foolish enough to believe [redacted]. I have numerous text messages saying I would be paid by them. I will try to fax them to the Revdex.com.

February 28, 2018This is in response to your letter (copy attached).We appreciate the apologies from Genesis and I hope they make some necessarychanges to their policies so this does not happen to others. We would especiallyappreciate the return of the $99.00 from [redacted], although we haven't seen thatas a reality yet. At this point, we are not very hopeful of any compensation for theearly termination fee as promised by Kyle or for the cost of an additional month ofDirecTV charges when we did not have their service.No, we didn't call into their office with our concerns in January. We did try tocontact [redacted], their rep until he stopped returning our calls. My guess onwhere the wrong address came from? Kyle was working this neighborhood onDecember 19 and he apparently had been at that other address and mixed it up withours. Genesis mentioned in their letter that "it might have not gotten correctedthrough DirecTV's end." Well, DirecTV had nothing to do with it. It was Dish thathad our incorrect address and we have corrected that (hopefully).Sincerely,[redacted]1708 S 68th AvenueYakima, WA  98908

We apologize for the inconvenience, and we always try to make our customers happy. We thrive to do the best for our customers so they will have a great experience with Genesis. The original technicians that were working with Mr. [redacted] are no longer working with Genesis, due to customer complaints...

such as this one.  We felt that they did not represent our company well. Because of this, it has been difficult to get technicians and sales representatives over to his area to assist him with his issues, as they were the ones located in Yakima.  We are sorry that this did not go smoothly. Genesis will continue to work on better communication and support to our customers.  We understand that Mr. [redacted] is stating that his system does not work, however, from our end it does look like he is receiving signals. Our technician checked several times to make sure everything was working fine. Our alarm system we go through is called [redacted]  and it shows that signal is being sent back and forth from the monitoring station to the [redacted] home. We even updated our monitoring station to C.O.P.S, which is one of the best in the industry. Since we made the switch, we haven't had any complaints at all concerning monitoring and we feel that each of our customers is being adequately monitored through our security systems.  If it still hasn't been working these past several months, could be due to the fact that Mr. [redacted] has not paid his bill in quite a long time.  This being said, we understand that Mr. [redacted] is not satisfied, and if he still wishes to cancel without an early cancellation fee we are willing to grant that to him as long as he brings us the equipment that was installed at his house.  Once the equipment is returned to the main office in Kennewick, we will then let him out of contract. Again we are very sorry and hope we can resolve this issue. Thank You, Genesis

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 complaint. When I recieve the check, and the check clears I will drop my complaint.
Regards,
[redacted]

We apologize for the inconvenience, we always strive to make our customers happy. Unfortunately it is not Genesis policy to pay early termination fees. We are unable to do so because since we are retailers for both Dish Network and DirecTV we would get our retailer-ship revoked. It was the sales...

representative that promised to get that early termination fee for Mr. [redacted] paid, therefore since the promised was made on his behalf  we will make sure that gets done by him. He is an independent contractor that is why he was able to make that promise to his customers, the promise does not come from Genesis Satellite. Again we apologize and hope to get this matter resolved promptly. Thank You, Genesis

The issue has been resolved, Mr. [redacted] should already have received his $49.95 processing fee back. As far as the representative we have already addressed the issue as well. Again we apologize for the inconvenience.
 
Thank you, 
Genesis Satellite

We apologize for the inconvenience, we always strive to make our customers happy. We looked into the situation and it seems like there was a little bit of a misunderstanding. DirecTV does indeed have a promotion where they give new customers that sign up a $100 visa gift card. However, we will talk...

to our sales representatives and make sure this misunderstanding does not reoccur. As far as the $49.95 processing fee, that has been processed and you should be receiving that within a few days. Again we apologize and hope to get this matter resolved.   
Thank you, 
Genesis Satellite

We are very sorry you had to go through this, but yes, we have been double checking that we have the correct information for every customer now. We will be speaking to Kyle [redacted] about your processing fee to see when he is able to mail you out a check or to take you the money personally. We always recommend our customers to call into our office when their having any type of issues, so we can keep records of it and we can help them with any problems their having. We know sometimes sales representatives don’t answer their phones that’s usually because they’re with other customers. That’s another reason why we have our office staff, so we could answer any questions or concerns and to guide you to the right person to speak with when you’re having any type of issue we understand the sales representatives at times tell customer to call them directly if their having any issues but if they’re not answering that’s when you should call into the office. Like I said we will speaking to Kyle about the processing fee and early termination fee and we hope we can get that to you as soon as possible. If you have any other questions or concerns, feel free to give our office a call we’re here to help you with anything you need. Thank you, Genesis Satellite