Genesis Satellite and Cable

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

The sales representative [redacted] is not a Genesis Satellite employee. He is an independent contractor that sells Dish Network and DirecTV accounts to Genesis Satellite. Therefore, Genesis Satellite is not responsible for the promises made on the independent contractors behalf. Genesis Satellite also does not pay early termination fees because we are Dish Network and DirecTV retailers.  We would have our retailer-ship terminated if we did so. However, we like to take care of our customers, with that being said a check for the amount of $160 will be mailed out to Mr. [redacted] by the end of the week. Thank You,Genesis Satellite

Complaint: [redacted]I am rejecting this response because: I have yet to receive (as of 05/03/2016) the 49.95 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]

Review: We were approached to change our satellite TV from Dish Network to Direct TV. We were told our cost would drop over $20 a month. After install however it was written that we'd only save $12 a month. In fact we have not saved anything at all. The guaranteed price on paper was $40.00 and the bills are $52.05. I have contacted both Direv TV and Genesis Satellite repeatedly and to no avail.Desired Settlement: I would like my bill to be as quoted and I would like a refund for the months over billed.

Business

Response:

First we would like to apologize to Mr. [redacted] for the inconvenience that he has been experiencing. We always want our customers to be completely satisfied with the service that they are signing up for. Our job at Genesis is to help customers sign up for both Dish Network and DirecTV on the local level. Our representatives are experienced and well trained on the pricing for both of these companies and are in no way attempting to be misleading. Billing is done through DirecTV's corporate office and we do not handle any of the money that comes are goes between their office and the customers. If there are billing concerns, we would like to direct Mr. [redacted] to their office to get the price sorted out to meet his needs. They do an excellent job of matching customers up with the correct channel package for the price they would like to pay. We encourage Mr. [redacted] to call us with more concerns and we'd be happy to help walk him through this process.

Consumer

Response:

What happened is I called both Direct TV and Genesis about the cost discrepancy and was told by each of them that it wasn't their fault and so they couldn't do anything about it. If I cancel Direct TV charges me a huge fee ($700 I think). So I'm stuck paying what I was paying before I switched from Dish Network only I'm getting a far inferior service. If I had not been told it would be so much less I never would have changed. It was Genesis's representative who quoted me the lower price. His name is [redacted] and his number is [redacted]. He quoted me a monthly fee of $40.99 and I'm paying $50.36. You can send the last email plus this one if you like. Thanks, [redacted]

Business

Response:

Genesis would love to help Mr. [redacted] in the process of obtaining a lower bill. In order to do this, we will provide him with a discount so that he is able to have the original price. This discount will be put into effect this week and should show up on his bill. If this was the fault of one of our sales representatives, we do apologize for that and would like to stress that it was not his intention. We are here to help and so that discount will be applied as soon as possible.

Review: The desire of this complaint is for me and my family to effectively terminate the three-plus years remaining on our security contract with Genesis Satellite and Cable without being required to pay the termination fee or any other funds out of pocket. We do not desire any monetary compensation, however we do not feel that we should be required to pay for services provided for the month of April through June due to the fact that our system is not working properly and also that we began requesting to be liberated from the contract dating back to early February. When we signed the four-year contract with Genesis Satellite and Cable, we were ensured a quality product and open communication and neither has been provided. My family and I have lived up to our end of the bargain by paying our monthly bill consistently in a timely manner and in full. While we have multiple complaints in regards to our experience with Genesis Satellite and Cable, the two primary complaints are that we have had (and continue to have) physical problems with our system (Failure to Test notifications and Radio Modem Network Failure Alerts), but also there has been a complete lack of professionalism in regards to timely communication beginning with the owner of the company on down to the technicians. There have been countless times where I have needed to speak to a manager and I routinely was not put in contact with one. More recently, once I was able to get the necessary phone numbers for the owner of the company ([redacted]) and his associate ([redacted]), it took days to have messages responded to. Most recently, the owner ([redacted]) assured me on 4/3 that he would be at my house at 1pm to discuss my issues in person and to see if we could work out a solution, which I agreed to. At 1:37 PM he had not showed up and I contacted him; he assured me he would be to my home shortly. At 4:14 PM I attempted to contact him regarding his ETA since I had not heard back since 2PM. He returned my call at 4:47 PM but said that they were 90 minutes away. Since this time was not going to work he or I, he assured me that he would leave Kennewick, WA at 7 AM on 4/4 and be at my home by 8:30 AM; he never did show and has not returned any phone calls or text messages since (as is also the case with [redacted] and [redacted]). As of 6/10/15 we are still being avoided and are receiving alerts on our system that we are having problems (Radio Modem Network Failure).While these are the most recent complaints that we have, here are a list of examples of the unprofessional behaviors and negative experiences (albeit not all of them) we have endured while being under security contract with Genesis Satellite and Cable:

• 4/6/15-6/9/15: Multiple unreturned voice/text messages to [redacted] (owner), [redacted] and [redacted].

• 4/4/15: [redacted] (Owner) failed to show up for an AM appointment at my home and did not respond to voice/text messages. He assured me he would be to my home by 8:30 AM, due to not making the appointment we had on Friday at 1 PM.

• 4/3/15: [redacted] (Owner) failed to make our 1 PM appointment due to not setting his car clock forward (seriously, this is what he claimed). The company owner explained that he and his regional technician would be at my house shortly after 3:30 PM. I had to contact them at 4:14 PM regarding their ETA; [redacted] (Owner) then returned my call at 4:47 PM and stated that they were 90 minutes away and that he was sorry, but would be at my home by 8:30 AM on 4/4/15.

• 3/31/15 unreturned call to [redacted] regarding the potential termination of our contract. He returned the call two days later (4/2/15) and stated that he was for the termination of the contract, but [redacted] (owner) wanted to talk to me first. This is where we set up the meeting for 1 PM on 4/3/15.

• 3/23/15: [redacted] assured me via phone that [redacted] (owner) would call me regarding the potential termination of our contract. I heard nothing for a week and had to again contact [redacted].

• 3/14/15: This is my first inquiry regarding the potential termination of the remainder of our contract. I spoke to [redacted] and she assured me she would talk to [redacted] (Owner) and get back to me on Monday; I had to contact her late on Monday.

• 3/13/15: My family and I received a Failure to Test Notice on 3/11/15 and also on 2/9/15 (this is still not resolved). I contacted the Kennewick Tech. Manager [redacted] on the 3/12 and again on 3/13 regarding this issue and he claimed that someone in the office would contact me in 20 minutes and I never did hear from them and this remains unresolved.

• 2/19/15: Received unprofessional and candid text messages from Kennewick Tech. Manager [redacted]. I was upset over not being able to be put in touch with another manager and he made joking references. I stated in my text that “I am not real happy about the situation and I don’t really think it is your best professional interest as a manager to make joking with a displeased customer a habit. I don’t know you and you don’t know me so let’s keep professional. Thanks.”

• 2/19/15: I called the office and could not get in touch with any manager/owner or anyone of authority. When I asked the office executives to patch me to their voicemail, they claimed that the voicemail was down at the time. I then requested a cell phone number and my request was denied. I was calling because of the chronic Radio Modem Network Failure alerts we were receiving. Tech manager [redacted] and his associate [redacted] assured me that the part would be ordered on 2/9/15 and be installed that week. It was not installed until the following Saturday.

• 2/7/15: My wife and I had an appointment to have the system serviced due to the chronic Radio Modem Network Failure alerts we were receiving. The appointment was for the techs to be there before 11 AM on 2/7/15; no one ever showed up. When confronted on the issue, the technicians ([redacted] and [redacted]) said that no appointment was on the books, however when we talked to the administrative assistants in the office, they did have a record of the appointment.

The following are instances that occurred in June/July 2014:

• When the system was installed by Tech Manager [redacted] and [redacted] there were multiple wires, zip ties and screws left on the floor of the garage and along the side of the garage. They did have to return a few days later since they forgot an essential piece of hardware and I asked them to clean up their mess on their return.

• Upon installation the panel in the garage was not reinstalled and the cover was left lying on the floor; I reinstalled the panel.

• Waited all day (appointment was for before 6pm). Received a call at 5:45 PM stating that the technicians would not make it today.

• [redacted] cancelled an appointment at approximately 5 PM due to him being in a car wreck the night before. This is understandable, however why was another technician not sent out and why must he wait until such a late time in the day to tell us he was not coming; we had changed plans for him to come on that day.

• One of the technicians admits to being “pretty hung-over” on 7/5/14. Not a huge deal, but rather unprofessional.

Again, these are just some of the complaints we have. We want nothing but to be free of the remainder of our contract without paying the termination fee or any other amount of money out of pocket. We feel this is a reasonable request given the experiences we have had and the complete breakdown in communication.Desired Settlement: The desire of this complaint is for me and my family to effectively terminate the three-plus years remaining on our security contract with Genesis Satellite and Cable without being required to pay the termination fee or any other funds out of pocket. We do not want any money, we just want to terminate the contract for no charge (monthly fee or termination fee).

Business

Response:

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.

Review: My Wife told me that a man from the TV service was here. He asked me if we were having problems with Charter with the picture dropping out and changes in volume. We had noticed that the volume changed during commercial's so I said yes. He mentioned that Charter used satellite discs to a 'hub' farm and then went to underground cable which was subject to corrosion which would cause problems in transmission. He said that he could upgrade to satellite which would stop that problem. I thought that it was nice that Charter was upgrading and said that I would be interested in this upgrade. He made arrangements for an installer to come out the next day 4-6-13. I signed the papers on the 6th and was surprised to see that they had installed Disc Network. I asked the installer if Charter was aware of the change and he said no! I mentioned that I thought this was an upgrade by Charter but let it ride for the moment. That evening I got sick and was transported to the hospital and wound up in ICU. Tuesday, 4-9-13 I cancelled the contract by phone since I was still in the hospital. (This was well within the cooling off period). The request was ignored for a couple of day, than after I returned home Mr. Pack came by and attempted to resell me and told me that I would have to pay up to $480 for an early cancel with Disc. Since then I have called many times without success. The call goes to his answering machine and I don't get a call back. I have called his office and his secretary will take a message for Mr. Pack, never a call back. I called Charter and they restored my system back to normal without charge. (I was on disc for three days.) I called the network and they cancelled my contract and reversed the charges that they had taken without any problems, however I am still out the one time charge of $65.81 I can not reach Mr. Pack and feel that he is delaying until after the 30 period has ended. I strongly feel that the salesman duped me into thinking that the upgrade was by Charter.Desired Settlement: I would like for him to pick up the equipment without charge to me and refund the total outlay. An apology would be nice but not very likely.

Business

Response:

Genesis Satellite is very sorry to hear of the problems that Mr. [redacted] has been experiencing and we have been trying to help find a solution for him from the beginning. We are a local retailership for DirecTV and Dish Network. All of the badges, shirts and paperwork for our company say this so that there isn't any confusion when sales representatives come to the door. We understand that there was a misunderstanding in this situation and can assure that in no way was our employee attempting to suggest that he works for Charter and that it was simply a Charter upgrade, which is why he explained the process of cable television (Charter) versus Satellite television (Dish Network). That being said, we would like to formally apologize to Mr. [redacted] for any miscommunication that took place and can guarantee that it was not done so intentionally.

Review: I was sold the direct tv product, switching from Charter and guaranteed that my bill for cable and internet would be $90. I was to have 3 references of my neighbors attached to my bill to reduce the $60 bill to $30 each month. The company was also install between 12-4 and showed up at 8. The woman that was selling the service was going to come back the next day and help with the cancellation of other services and guaranteed me she would get a $51.99 rate from charter. She didn't show up. My charter bill is now $59.99 plus taxes and expenses and my direct tv is $60 and some change. Now I am still paying the same amount, have 2 different companies to pay each month. Fee's associated with cancelling part from charter. When I could have stayed with them for same amount.Desired Settlement: I would like my direct tv account to include the references promised deducting the $30 additional from my bill. Or $360 refund for my charges I will incur over the next year. You can't send your representatives out to promise rates and then they do not deliver!!!!

Business

Response:

We apologize for the inconvenience, we always strive to make our customers happy. We will be more than glad to apply the savings to your DirecTV account that will result into $30 off your bill. We also apologize on behalf of the technician's delay. The sales representatives no longer works for our company, therefore we will make sure this does not occur again. We hope to get this matter resolved promptly.

Review: On 8-20-15 Genesis Satellite switched me from The Dish Network to Direct TV. Because I switched there was a $160.00 Early Termination Fee from The Dish Network charged to my Credit Card. Genesis Satellite told me on 8-20-15 that they would pay the Early Termination Fee for me if I switched from The Dish Network to DirectTV that day. I have yet to be refunded the $160.00. Every time I text the Salesman who set up the Switch to Direct TV, I am told that these things take time, and that I will receive the Refund. I have waited 2 months for the $160.00, and I believe I am getting the runaround from Genesis Satellite. Thank you for your help.Desired Settlement: Refund Check delivered to me by person.

Business

Response:

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.

Review: I contacted them to get services, and told them I I didn't want to pay the disconnection charges with Direct TV but wanted Dish Network. The sales woman [redacted] told me Dish would pay my cancellation fees with direct TV. I was charged by direct tv $260 for cancellation fees. I called and they said the lady [redacted] lied and she was fired because she was lying to consumers to get sales. I called them back to see if this would be handled, and how I would be credited, but was told I would be contacted later. I was finally called and they said the accountant would call me and resolve the issue I thought I would at least get a credit or something but instead when they called they gave me her info and said that I would have to contact her to get my money back. They have yet to call me back after I told them it was their responsibility and she was their employee. I just want my credit an for this to be made right. I was lied to from the beginning.Desired Settlement: I want my $260 back or credited back to my account

Business

Response:

We apologize for the inconvenience, we always strive to make our customers happy. We are aware of the situation but unfortunately it is not Genesis policy to pay for cancellation fees. The sales representative [redacted] mentioned, [redacted] was her own company; she was a sub-dealer for Genesis. Therefore the promise [redacted] made [redacted] was a personal promise, nonetheless if there is any sort of documentation with Genesis name on it that proves otherwise we would be more than glad to see that. In addition we would like to offer [redacted] help in other forms, such as putting two $50 credits in her account to ease the pain. We would love to do as much as we can for [redacted] although we are not authorized to pay for cancellation fees. In the future to avoid incidents like this we will make sure everything is clarified with our customers before we submit anything. Again we apologize, and we hope to get this issue resolved.

Review: We had a young man named [redacted] come to our door regarding representing Genesis Satellite and Cable and how we could save money on our bill. [redacted] had a shirt on that had patches for both Directv and Dish Network. He stated that his company represented both Dish and Directv. When we looked up their website, we only saw information about them representing Dish network. First, he started to ask about the channel quality that we have and about the price we pay for our service. We listened to what he had to say, but after signing the contract, there were a lot of inconsistencies when asking him confirmation questions about the service/pricing/etc. Shortly after that, the "supervisor" showed up at the door and asked [redacted] if he informed us about the second year pricing. [redacted] told us it was the same $74 (which started at $74, then $74.99, and finally $75) a month. The supervisor put us in a questioning position because nothing they said after we signed the contract sounded concrete or consistant. When we got the card with the date of install, there was a line through the 2nd year pricing and only the 1st year pricing line had a price. After they left, we called the company and we asked about the 2nd year pricing and they said it was higher than the $75 that [redacted] promised us. We did not get an email confirmation about the service contract as promised either. When we asked to cancel it all out, the supervisor became very defensive and said they don't cancel service. We called Dish since we signed up for the Dish plan through Genesis Satellite and Cable and Dish didn't have us on file as customers and said normally the customer accounts show up right away. Looking back, they were very shady and unprofessional.Desired Settlement: We want the service cancelled out completely and the contract canceled out. Also for them to destroy our records.

Business

Response:

We would like to apologize for any misunderstandings that Mr. [redacted] may have about our company and would like to clarify a few issues that were brought up in the complaint. Genesis Satellite is a local retailer for Dish Network and DirecTV. We represent both companies equally and so our sales representative, [redacted], was correct in that statement. The website that was seen by Mr. [redacted] was a website set up by Dish Network in order to promote our services for them online. Naturally, they would not be inclined to include DirecTV on that website as it is geared specifically for Dish Network and the companies are competitors. We are in the works of doing the same for DirecTV as well.