New Star Communications, L.L.C.

**BE WARNED - AVOID AT ALL COSTS - THEY WILL RIP YOU OFF BIG TIME** This so-called communications company can't even communicate with you clearly about the products and services they offer let alone anything else to do with problems! I have been a loyal customer for approximately 6 years. So much for that - loyalty pays for nothing. I should have made the switch to a different company when problems were just ongoing as they've had a ridiculous amount of money from me for the poorest service and customer care you can imagine. THEY DO NOT CARE! If I could give them no stars for this review I would. They con you into signing a long contract for a service that does not even half deliver. Then you call them with problems which takes them ages to investigate if they can be bothered. They do not resolve the issues with a product but try to offer you an alternative one but also charge you for both which is completely shocking especially when they agreed to cancel the problem product but they don't and continue charging you extortionate amounts of money for a poor service.
Through faults of their service they will then arrange an engineer out to check the lines and the equipment on site and they will try to bill you for the engineer charge as they are not their own. They are from BT. I have complained about this too and luckily, they refunded this back to me but how many people do they con out the same way? Very worry this kind of practice of ripping their customers off.
They conned us in to signing an expensive contract for an EFM circuit which I'd not heard of at the time but they convinced me it would provide a consistent and reliable service and that our VOIP phone and internet would not have downtime and if it did it would be very short-lived. NOT AT ALL - we long periods and even months of calls dropping out (customers sounding like robots) and problems not being able to access the internet. They convince you in to signing for a product which they make you think will do the job - do not believe them. After many calls to them to report issues and major problems I explained cannot go on as we have a business to run so after much complaining, and days spent on the phone for resolution nobody bother's getting back to you. After filing complaints for an entire year of an unreliable and expensive services (which they are not bothered about) they then decided the faults could not be fixed and then said they would have a meeting with their staff and see if they can cease the faulty EFM service. They came back to me and agreed they would cease it providing I signed up for one of their alternative Broadband services. I said only if they would cancel the EFM contract. They even confirm this by email for which I have still got a copy. So I agreed to this. Only to find out a year on that they have been charging me for both EFM and Broadband services. This company has over charged me about £3000 and they will not give me it back. I have tried to recover this money and they will not refund it and said the old contract was still in place. They even deny they said they'd cease the contract after I shown them an email as proof of them stating themselves, they will cancel the problematic unreliable service.

No exaggerations here, I'm explaining the facts - you all need to know what a cowboy, rip off company they are. Furthermore, I think they are based abroad as they are all foreign speakers and don’t really understand how to be clear and articulate on the phones. They seem to work to a different time zone to us here in the UK. They will verbally and contractually promise you something and then not deliver on it and then fob you off.

**BE WARNED - DO NOT FALL INTO THEIR TRAP AND BE CONNED AND RIPPED OFF**

Spend your hard-earned money with other companies. ***BE WARNED***

The next step is I will be contacting the Ofcom and report my situation to them.

The worst company with the WORST customer service! Their representatives are a joke. One came to our home past 7 pm, trying to push their services. We already have AT&T and they wanted us to switch to AT&T. They were asked specific questions about what they were trying to sell and couldn't answer a single one. The representative interrupted the homeowner as she asked questions and was very rude. As he finally left, he used derogative language called the females things that shouldn't be said. It was an extremely uncomfortable event. Top it off, there are charges already on our account, even though we were told that they didn't use/take our information. They need to be shut down.

Review: to honor contract

On or about may 4/13 [redacted] came to our home in person selling special promotions with direct tv he was with new star the package we agreed on to fit our budget because wre on a fixed income when our bill arrived from direct tv it was for more I called [redacted] twice about this he said each time it was taking care of not true so I contacted direct tv they said I had been lied to so the sent new stair email complaint [redacted] from newstar called me said he would take care of this not true so after faxing direct tv. a copy of my order from [redacted] new star they offered me a lump sum of 250.00 dollars I would have to take this all at once it could not be spaced out then my monthly bill would be 51 .85 not 41.85 which what it should be from [redacted] the second year would be 80.00 not 65.99 which what it should be also there could be a price increase my contract with [redacted] was no good this scares me because my husband this week had bladder cancer surgery and hospital is over 200 miles away and on a fixed income this is not good [redacted] lies are wide spread because I talked to a sherrif at least 50 miles or more and there are people there also my neghbors seniors have been lied to by [redacted] .Would you please help with this ? Ihave tried to talk to [redacted] and [redacted] they never answer there phones [redacted] is v.p. sales [redacted] is manager is what i've been told this is a sad way for direct tv to get new customers also [redacted] told us we would get the same channels as dish that to was a lie Desired Settlement: I would like for direct tv to make good on the contract that we agreed on with new star and no price in crease as until our contract ends if not make it a void and they can come and get there equiment thank you

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/17) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@gmail.com

On 5/16/2013 We spoke with [redacted] and apologized for the misquote and inconvenience of the situation. Her first year price was off by $10 so we put a $10 a month credit for her first year on her account. It takes 4-6 weeks before the credit shows on her account so she will probably see it on her up coming bill. For the second year we were off by $15 for 12 month which is a total of $180. She was offered a Credit of $250 to off set the 2nd year misquote and a little extra for the inconvenience.

Consumer's Final Response /* (3000, 8, 2013/06/24) */

In response to [redacted] (New Star) email I was never told or contacted about this offer. This is a first. I would like a format as how the second year would be credited. Can it be credited monthly? This is what I would like as I

am on a fixed income. Also, will you notify Direct TV?

THANK YOU,

Business' Final Response /* (4000, 10, 2013/06/25) */

The original complaint states, "they offered me a lump sum of 250.00 dollars I would have to take this all at once". Not quite sure how customer was not aware of this when she is the one that stated that she was offered that. The amount would be a lump sum. we couldn't break it up over the bill. Thats why it was an $250 as opposed to $180. More for the inconvenience.

Review: I recently signed up with DirectTV. New Star Communications is a business affiliated with DirectTV. A charge of $6.99 appeared on my credit card that I did not recognize. I called New Star Comm. and was informed that this was a charge for insurance on equipment. I never purchased any kind of insurance when I selected DirectTV as my provider. New Star agreed to discontinue insurance coverage for me. I inquired if they would credit me for the $6.99 charged to my account. They told me they could not due to the fact that I had this (unwanted) coverage for several weeks already. I never purchase any kind of extra insurance, extended warranties, etc for products or services I purchase.Desired Settlement: I simply want them to refund the $6.99 on my credit card.

Business

Response:

Dear Revdex.com,

Review: A $5.99 charge was on our bank acct this morning and it needs to be removed from there. Our billing goes straight to Direct TV, NOT New Star!

My complaint is why are we being charged $5.99 to our bank acct to New Star. Our billing does NOT come from New Star, it comes directly from Direct TV.

Also no one will answer at New Star Communcations which I find VERY odd. Very bad customer service if you as me, if they will NOT answer their phones!!! To me that raises a red flag as being a

SCAM!!!!Desired Settlement: That this company better tell us what the $5.99 charge that they took out of our bank this morning and I want it back into our acct. Also they better NOT ever bill us again. Our billing is with DIRECT TV NOT New Star.

Sales Rep was [redacted] XXX-XXX-XXXX

[redacted] and [redacted]

Dumas Texas.

XXX-XXX-XXXX

Business

Response:

Consumer's Final Response /* (2000, 5, 2013/09/04) */

I sent out another letter to your agency on the same day and said that the problem has been resolved. They explained what the $5.99 charge was and sent a picture of where I had signed to have protection coverage for the DIRECT TV equipment. So there is no need to pursue this matter. Thank you- [redacted]

Review: I signed up for Direct Tv with New Star Communications in June '14. They set up my service and I was told I would have one free move under my 2 year contract. Meaning I can move once under my contract at no expense to me, but if I were to move again I would be responsible for the fee. I specifically asked this question because I knew we were moving. I called Direct Tv and told them we were moving & that New Star promised a free move, but the rep said that they could not honor the 2nd party's agreements. I will be charged 220.00 to move next door. I've called New Star to make right on the agreement of terms and have yet to be contacted. I am at home with no tv and I'm not going to continue service if I have to pay for something that I would never agree to. They will lose a loyal costumer over $220.00.Desired Settlement: I want what I was promised. One free move under my 2 year contract.

Business

Response:

We spoke to the customer and apologized for the miscommunication. Customers who are in good standings with DIRECTV are eligible for a discounted move after being with DIRECTV for one year. This customer has been a DIRECTV customer for only 8 months. Because of this, the normal fee for any DIRECTV customer who wants to move their services within a year is $220. We have worked with the customer and with DIRECTV and we were able to help them get their move discounted to $[redacted]. To ensure that the customer has a positive experience, we offered to pay half of the $[redacted] fee which comes to $[redacted]. The customer accepted the offer and is satisfied with the resolution.

Review: we were told we'd get a $10/month discount for bundling our bill with AT&T but after 1 1/2 months of service we were told we weren't eligible

[redacted] a salesman with New Star, told us if we signed up for Direct tv and bundled our bill with AT&T we'd receive a $10/month discount. He said we'd pay $31.99 for the first year. Then the 2nd year we'd pay $56.99. All the paperwork we received has the $31.99 price. We signed our order form and lease agreement on June 8, 2013. When I got the first bill it was for $41.99 so I called Direct tv and asked about the discount. I was told it would take a couple of billing cycles before my bills would bundle and then I would receive the discount. On July 23rd I received a call from Direct tv saying my bill was now bundled with AT&T but I wasn't eligible for a discount because we didn't have a more expensive programming package. But on our order form it clearly has Entertainment package marked and also shows a price quote of $31.99 for 12 months and $56.99 for the 2nd year. So now we're stuck in a 2 year contract paying an extra $10 a month because the New Star salesman lied about the price just to get us to sign up. We also have lost our satellite signal 4 times in the 1 1/2 months since it's been installed. We switched from Dish Network which we had for years and we rarely lost our signal with them. We were told by the salesman and both the techs that came out to install Direct tv that their satellites were much better and we'd lose our signal even less than we had with Dish Network. Apparently they lied about that time. 4 times in less than 2 months is too many times! My husband called [redacted] and got voice mail. he left a message on July 23, 2013 but hasn't heard back yet. He also called New Star on July 23, 2013 and talked to [redacted]. She was supposed to "research" the problem and call back but she never did.Desired Settlement: I really have no idea what can be done about this. We've contacted both Direct tv and AT&T and both say we're not eligible for a discount since we didn't sign up for the right programming package. But we're now stuck in this contract for 2 years that has been breached by Direct tv and New Star. All of our paperwork says we'll pay $31.99 for 12 months and then $56.99 after that. Nothing we signed says we'd have to pay $41.99 but so far that's what we've had to do.................

Business

Response:

Business' Initial Response /* (1000, 6, 2013/07/29) */

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXXX

Contact Email: [redacted]@gmail.com

I Dusty, Manager of Customer Service at New Star Communication, called [redacted], who is [redacted]'s husband. I explained to him that I was sorry about this situation and that I would love to work with them to help them save $10 off their monthly bill for the next 10 months, totaling $100. I apologized for the miscommunication on bundling with AT&T with the DIRECTV package that they currently have. I explained to [redacted] that I was very grateful for their patience and feedback that they gave us. We will apply the $10 off for 10 month credit today.

Consumer's Final Response /* (3000, 8, 2013/07/31) */

(The consumer indicated he/she DID NOT accept the response from the business.)

We agreed to a $200 credit - $20 off our bill for 10 months.

Review: Salesman [redacted] with New Star Communications, signed us up for DIRECTTV ON March 28, 2013. He promised us a lot of things that we find we will never receive, or be eligible for.

They are as follows:

#1 - TV service and AT&T phone bill would be about half what we were paying. Hasn't happened yet.

#2 - AT&T tells me we aren't eligible for a $25 discount because we signed up for the CHOICE Entertainment package rather than one of the higher packages.

#3 - The tech who came the next day to do the installation said he could not mount the dish on the pole, because we we had not paid extra. This was never covered by the salesman, so he mounted it on top of the 2nd story. We have 4 tv's and the tech left 2 of them not working correctly with the remotes. We finally got another tech over here to fix those. And when he observed the dish mounting, he correctly re-routed some wires to it.

#4 - We find out that we are not eligible for the $200 Visa debit card because we received other discounts.

#5 - The sales man slso didn't explain that there would be a $10.00 per month charge for HD reception on the tv's

#6 - If the salesman would answer his cell phone, maybe we could resolve some of these issues.

Desired Settlement: Right now, if a tech would come and move the dish off the roof amd mount it on a pole, and waive the $100 fee, we would settle for that.

Business

Response:

Business' Initial Response /* (1000, 12, 2013/06/11) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@gmail.com

Below is our response to the customers complaints answered in # form for each of their complaints

#1 & #2- Customer was explained that Directv and AT&T can bundle together through qualifying packages and that there is a discount if bundled. The customer did not sign up with a qualifying package so customer cannot receive that discount.

#3- A pole mount is custom install work due to the amount of extra work that is involved. A standard FREE install does not include pole mounts. The order form that was left with the customer states on it under additional services, pole mount $65. The tech did not do the pole mount because the customer was unwilling to pay for the custom work.

#4- We have never offered a $200 Visa card or have been able to. We are thinking that the customer received an advertisement from a Directv dealer in the mail that was using that as advertising for their own dealership and the customer thought it applied to them.

#5- When the customer was set up with us, They ordered non HD equipment and programing. If the Customer called up Directv and added HD, it was after doing business with us.

Resolution: We have issued a $100 discount to the customers account that will show on their bill in the next couple bill cycles for the inconvenience. The pole mount for the dish cannot be done unless the customer is willing to pay for the custom work as stated on the order form.

Consumer's Final Response /* (3000, 14, 2013/06/25) */

Gentlemen:

Thank you so much for responding to our Complaint with the above and with a detailed explanation. We still feel that the initial salesman misrepresented the information, but that is "water

under the bridge now." Maybe through some of this correspondence, he will get a reprimand from the company he was representing.

Ih response to the resolution to this complaint, we are completely satisfied with their offer of $100 discount to be posted to our account.

In the meantime, we were able to Contact a service tech with DIRECTV, and our `cilish has been relocated to where we wanted it. We paid the extra charge to get that done.

Again, we really appreciate Revdex.com and the help you have provided in a resolution to our complaint.

Yours truly,

cc: Local Revdex.com

Wichita Falls, TX

Review: The sales rep [redacted] lied to me about Direct TV terms.

I signed a contract with New Star Communications, a Direct TV authorized retailer, sales rep, [redacted] for a Direct TV system. The contract was for 2 years and included HBO,SHOWTIME,CINEMAX free for 90 days, and then my bill would increase by $2.00. I reiterated this to the sales rep a number of times and he assured me I would only receive a $2.00 raise. My 20 yr old son was there to verify this. Well, I received my bill and I was charged $47. I called New Star and left a message-no return call. I called the sales rep twice-no return call. I called DTV and was on the phone for 1 1/2 hours and spoke with 4 reps. Basically I was told, too bad-so sad, they could not honor what I was promised. I then told them they were in breach of contract, and they could remove the system. I also told them that my landlord did not agree to have the system on the roof any longer, and wanted me to have it taken down as soon as I could. Again, they told me they could not help me. They insisted that I will be charged a cancellation fee and it could not be waived. This is beyond belief, they lied, they breached a contract, and they want me to pay for the lies their authorized dealer told me,Desired Settlement: removal of the Direct TV system without a cancellation fee.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/11) */

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXXX

Contact Email: [redacted]@gmail.com

We spoke with [redacted] and apologized for the miscommunication regarding the movie channels being only $2 a month instead of $47 a month. Both [redacted] and I went over the contract that she signed with us and came to a conclusion that nowhere on the contract does it show that the movie channels would only be a $2 charge. We also discussed the recorded verification phone call that took place at the time of sale that explained that if she didn't want her bill to go up, then she needed to cancel the movie channels before the 3 months were up. We gave [redacted] a couple options to help solve this problem and we came to an agreement that New Star Communications would pay for the next 2 months of the movie channels, which is a $94 value. We also discussed that her receivers were not working properly. We are going to make sure that we get them working, or we will send out new receivers so that they function properly. [redacted] was happy with the new agreement and that we were taking the proper steps in fixing her DIRECTV system.

Review: Company has a monopoly since Direct TV has no dealer in this area. Contacted dealer and Direct TV from day ONE of the install. False representation.

Problem date: DAY ONE from the date of partial install.

Purchase: 8/13/2014

Sales Rep: [redacted] and [redacted]

Services: Incomplete. Inappropriate install as per Direct TV. No complete services and TV broadcast in rooms for weeks. Lost business in thousands!!!!Desired Settlement: Have a 30 room motel and 2 residencies. The install is complete and there has never been a full service completion from day one. Always problems with faulty units or no reception at all. Kept on confusing between residence and commercial accounts. Lot of talking but no action. Have details of all representative I spoke (over 25 including 2 case managers). Do not want to do business with the "dictating" dealer or "submissive" Direct TV. They have not provided us any satisfactory services in full and all the time has been a run around and push-back from both the companies.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/22) */

Contact Name and Title: [redacted] Manager of Operations

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@gmail.com

We contacted the customer and determined that this issue couldn't be resolved over the phone. We sent one of our technicians to the site to correct the issue. Upon inspection, we discovered that the roof had been redone. With the roof being redone, it caused the dish to be knocked out of alignment. Our technician realigned the dish which reconnected the signal to all rooms. All televisions are now working properly. The installation is complete. We spoke with the customer and made sure that they approved of the installation and all the work performed before sending our technician away. We also offered a discount to help compensate for the time without service.

A $5.99 charge was on our bank acct this morning and it needs to be removed from there. Our billing goes straight to Direct TV, NOT New Star!

My complaint is why are we being charged $5.99 to our bank acct to New Star. Our billing does NOT come from New Star, it comes directly from Direct TV.

Also no one will answer at New Star Communcations which I find VERY odd. Very bad customer service if you as me, if they will NOT answer their phones!!! To me that raises a red flag as being a
SCAM!!!!