Xcite Satellite, LLC

Greetings [redacted] , I would like to thank you for contacting Xcite/Connect Satellite through the Revdex.comI will do everything I can to resolve your concern in a manner that benefits all parties involvedI have found DirecTV Account # [redacted] under the name [redacted] and I will be responding to your complaint from this accountIf this is not the correct account then please let me know the correct account number for reference I understand that you are contacting us over concerns with selling practices employed by a third party sales representative Ryan P [redacted] First thing I would like to do is provide and review the contracts that were signed and what was agreed toI would then like to discuss the verbal promises you stated in your claimLastly I would like to provide a resolution that I believe will be satisfactory for all involved I have attached the signed customer agreement/order form, installation form, and DirecTV’s Provider formDirecTV’s policy is to allow cancellation within hours of activation with no penalty which was signed on the DirecTV Provider FormThe federal Right of Rescission allows you as the customer to cancel within hours of the sale being made which you agreed to when you signed the Installation FormThe agreement you entered into was with DirecTV and Xcite/Connect SatelliteOn the customer agreement there was an addendum made for the free move that will be accommodated The claimed verbal promises in your complaint were: days to try product, and pay deactivation fee with Dish NetworkDue to DirecTV’s policy you signed agreeing to cancel within hours we cannot help you with DirecTV’s early termination feesYou are outside of the hours to cancel under the Federal Right of Recession so we are unable to escalate that request to DirecTV corporate eitherXcite Satellite has no affiliation with Dish Network, and we have no access to your account to request a cancellationAs we have no authority over your account or affiliation with Dish Network and we do not have a written agreement to pay your cancellation fee, and we are unable to do so for you We would like to apologize for any negative experience you have had with our company on behalf of Ryan P [redacted] He is contracted through a 3rd party and as such we cannot always guarantee his quality for sales and sales techniques usedWe will be honoring the free move which we will work out the details of and we will also provide a $ [redacted] gift card that we would like to mail to you This gift card will be deducted from Ryan P [redacted] as a consequence for the frustration he has caused youTo help prevent these issues in the future we will require a mandatory training for Ryan on both policy and customer support so that in the future he will provide accurate information and respond to his customers in a professional and timely manner To arrange the details of the move would you like us to contact you by phone or would you like to work those details out through this channel? Once we have come to an agreement we will be happy to dispatch a technician to complete the work requestedAgain, I would like to thank you for taking the time to contact us regarding this issue, and I again apologize that neither Ryan nor his sales manager took the time to resolve this for you If you have any further concerns please respond and we will do everything we can to assist you with those as well Sincerely, Kevin H Director of Administration XCITE SATELLITE LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI will go with the Protection Plan through Direct TV that I was already paying for when I activated my online account, rather than pay a third party for a protection plan I still think they could have answered my messages over the past few months, but will accept that they are now going to take care of the situation and will no longer bill me for the serviceI do not recall at the time of sign up being asked about a Protection Plan through their company, so they may want to educate their sales people on giving the information clearly for the consumers Sincerely, [redacted] ***

The customer [redacted] called into our customer support department with this complaint on September 29thOur support rep asked for proof in writing but the customer was not able to provide it Sales reps are not allowed to make statements about paying for early termination fees for other companiesHowever since the rep is not returning the customers calls I am happy to help on this one I need the customer to pay his cancellation fee with Dish Network and then email me ap [redacted] @xciteonline.com the invoice and I will reimburse him for the cost of the ETFThanks!

To whom it may concern,I am waiting to hear exactly what happened during the install This customer from what I understand was told these issues were custom labor which is not part of the "Free" labor install I will update you within the next couple of days as to the outcome.Thank you, [redacted]

Because the business didn't state how they were going to solve the issue

I am sorry to hear about the experience that [redacted] has had with our company The $monthly charge is a protection plan on the DirecTV equipment It was on the paperwork that the customer signed but it is not a contract and can be cancelled at any time by simply calling into our office and asking for it to be removedI have cancelled this charge for the customer and have reimbursed the other $charges [redacted] will see that back on is credit card within the next days

Xcite Satellite is a retailer for DirecTV and AT&T We can sell new service to customers but we are not liable for past issues that the customer may have had with DirecTV That would be between the customer and DirecTV Corporate So I will not be covering the $of damages that the customer claims DirecTV made years ago which is years before Xcite and the customer ever met.Also sales reps are not allowed to make claims for Dish Network since we do not represent that company I would usually ask for a contract from the customer showing that the sales reps made these claims But with this current situation I will take the customers word and pay the cancellation feeThe customer needs to pay the bill to Dish Network since the agreement is between her and Dish Then send me the bill that she paid to and I will send her a check reimbursing her for the cancellation fee.I am sorry for the bad experience that the customer had with the independent contractor Noah H [redacted] and I will be terminating our contract with him

Erik was very niceI appreciate that he contacted meThe matter has been resolved Thank you Erik and Revdex.com Revdex.com: 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] ***

Mrs. ***,I've read the notes on your account and it appears that there was some confusion with an internet order being placed in addition to the Directv service we set up at the home on 10/25/2018. As far as we're aware, the order we received from the sales representative only requested television... through Directv, not any mention of internet. Could you provide your order form showing that the order was supposed to include an internet portion?Thank You,Brandon H***

Revdex.com: 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] ***

Complaint: [redacted] I am rejecting this response because: WHEN MIKE CAME TO OUR HOUSE MY HUSBAND TALKED TO HIMHE TOLD MY HUSBAND THEY WOULD NO LONGER CARRY THE CABLEMIKE MISLED US INTO THINKING WE HAD TO CHANGEMY HUSBAND TURNED AROUND TO MY AND SAID NTS WILL NO LONGER CARRY CABLEWHY DID MIKE NOT CORRECT THIS STATEMENTTHIS COMPANY IS JUST MISLEADING PEOPLE BY USING WORDING WE ARE NOT FAMILIAR WITHTHEY ARE USING WORDING TO MISLEAD EVERYONEJUST SO THEY CAN GET THERE BUSINESSWE CALLED NTS AND THEY SAID THEY ARE NOT GOING OUT OF BUSINESS Sincerely, [redacted]

We are sorry that this customer has not had a good experience with usThe charge is for insurance on her equipment which is being leasedThe customer signed the install paperwork agreeing to the chargeI have cancelled the charge for this customer and refunded all charges going back to the start date for the customer The refund can take up to business days to show on the customers card

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meUpon receipt of the check for $from Excite, I agree to add the words, "My complaint against Excite has now been resolved to my satisfaction." to my postings on Yelp and Facebook Sincerely, [redacted]

We are sorry to hear that the customer is rejecting our responseIn the original complaint, the customer never mentioned being compensated for SpectrumWe are happy to work with the customer to resolve this issue but he seems more determined on posting negative comments on every site possibleThis was an unfortunate mistake that could have been resolved with a little bit of patienceWe are sorry for the customer and his wife as well as our employees and technician that have all been working to resolve this isolated incidentI'd be happy to compensate the customer $and move on in our separate waysBut the customer would need to agree to modify his reviews on all the websites with a satisfactory outcome and stop pursuing any action against Xcite

I am not sure why Mr*** wasn't able to get a hold of our customer support teamOur hours are Monday - Saturday from 7:AM to 5:PM Mountain TimeOur phone number is 877-200-We have tried to call *** back but the number he provided went to his officeAn employee there said
he would call us back but we haven't been called back yetI want to help resolve this issue with Mr*** Grandmother right awayHe didn't leave his Grandmothers name in his complaint so I can't look her up in our system to cancel her outOnce I have her name we will make sure her account is cancelled and that she will not receive any charges to her cardWe are a dealer for AT&T and DirecTV and we require a credit card to set up new serviceThis is why our sales rep asked for her credit card after she agreed to sign up

Greetings Mr***,
My name is Kevin and I would like to thank you for
contacting Xcite Satellite about your concernI will do everything in my power
to explain and resolve your concernI understand that you were charged $by
Xcite Satellite even though you were never activated with
DirecTV serviceI
have found an account matching your name and address in San Antonio, TXIf
this is not the correct account then please provide your DirecTV account number
so I may respond with the appropriate account
The $charge was a Site Survey and Setup Fee that is
charged after installation occursYour account was marked as completed through
DirecTV and our dispatch department updated our records to matchOnce an
account is marked as completed the account undergoes a Quality Assurance
process to make sure sales representative and technician pay is correct and
your account notated appropriatelyYour sales representative noted that you
authorized the $charge after installation and that is why it was charged to
your account
The $charge has already been refunded and deducted from
the sales representativeThat refund should reflect in your bank account
within 5-business days depending on your financial institutionWe at Xcite apologize
for the mistake and we will work with and train the sales representative on
getting proper authorization before any cards are charged
I was told that you called into our support this morning to
discuss the situationWe are happy to help and our call center is the quickest
way to get an answer since Revdex.com complaints come via email they are not responded
to instantly like a phone callIf there is anything else we can do please give
us a call and we will be happy to help you
Thank you,
-Kevin H
Director of Administration
Xcite Satellite
###-###-####

Mr***,I am sorry to hear about the experience you have had with our company I have done as you requested and have refunded the $charge and the $chargeI have also removed your credit card from our system Please allow 3-business days for the banks to deposit the money
back into your account Below I have pasted the information showing that I refunded the transactions Sincerely,Drew P*** Transaction ###.##.#### has been successfully ACCEPTED by the system. Below is a summary:Transaction ID: ###.##.####Payment Method: ***Amount: USD (100.00)Customer Name: *** ***Transaction ###.##.#### has been successfully ACCEPTED by the system. Below is a summary:Transaction ID: ###.##.####Payment Method: ***Amount: USD (6.99)Customer Name: *** ***

Complaint: *** I accept this refubd what about the rest of it
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for the speedy responseYes I was upset when I called due to not knowing why my account was withdrawn fromMaybe Direct Tv should have your information on file so they can respond to cumstomers like in my situationThank you for the quick refundGood to see you have the names and datesI didn't see any permission from me on my personal accountAs long as this is resolved and no more money is withdrawn, I am satisfied with the outcome
Sincerely,
*** ***

I am sorry to hear about the experience that Mr*** and his wife have had with XciteXcite is a reputable company that has been selling and installing DirecTV since To date, we have over 50,satisfied customersIt is very rare that we ever set a customer up with an international
accountSince our start date, we have only set up a handful of customers with an international packageMost customers we sell are installed within hours of the saleIt's a very simple and smooth process and it creates a good experience for our customers. Unfortunately for Mr***, the claims agent in the office ran his account as a packageThis mistake by that claims agent (which lead to her dismissal from the company) is what started this bad experience for Mr*** and has brought us to this point.When we heard of what had happened we contacted DirecTV and had their account terminated. This would ensure that he would not be charged a monthly fee or a cancellation fee.As to Mr***'s desired outcome, we would be happy to send a technician to his house to remove the dish and repair the holesIf he would rather have another company repair it since he lacks trust in us we'd be happy to send Mr*** a check for $to hire another company.As to the other request, it is outrageous to expect us to cease and desist over a mistake that could have been resolved within a dayWe told Mr.*** we could have the correct equipment out to his house the next dayBut he was not willing to continue to do business with us.Drew P***