Xcite Satellite, LLC

I forwarded the complaint to the sales rep Michael Below is his response to the complaint."Thank you for informing me AndrewI informed them that NTS was no longer selling the old coax cable for costumersBecause they had moved over to fiberNTS has started to charge people more and more
if they haven't made the transition to fiber yetSo I told them that they are no longer up keeping the old equipment and are wanting people to upgradeThey knew and understood me perfectlyI told them they didn't have to do anything and that they could keep what they hadThey understood it was DirectvThey possibly don't like the transition and now are looking for a way to back outThey told me they hated there cable service and wanted a change Also the reason we as an office have been even talking about NTS is because we ran into a worker for NTS and they informed us that they no longer up keep equipment for NTSI also told them to call NTS and ask them specifically if they have questions. If they want the activation refunded that's okay let's refund it to end the dispute." We are happy to refund the activation fee but we will not be able cancel the year contract that they have agreed to with DirecTV There is a day right of rescission the customer is welcome to use but that has expired They were sold and installed on July 2nd

Complaint: ***
I am rejecting this response because: I know what I paid him, I bet they don't have prove I paid the tech because the he pocket itI was told by DirectTv this was a free installing, I have prove the tech charged me I have all my phone calls records he telling me I have paid him cash money in his hand, & I also have prove from the DirectTv Customer RepresentativeAnd I also complaint at DirectTv about his installing, DirectTv had to send someone else out to fix the mess that tech did.
Sincerely,
*** ***

Ms*** is correct that the only way to get that price is to have the unlimited packageHaving said that I have been working with AT&T to try and resolve this issueAT&T has agreed to credit Ms*** account a one time $credit On top of that I can send Ms*** $from
XCITE bringing the total amount to $

In the original response you only disputed $Please explain what you mean by the rest.Thanks Disputed Amount: $

To whom it may concern,We have explained to the customer that the
wire running is not free, it is considered customer labor and it should
have been paid for by the customerCome to find out, the customer never
paid the tech anything, we have no records of incoming money to the
tech and the lead sales rep for the area paid for the customer''s pole
mount in the first placeWe had not charged the customer anything and
actually covered the cost for the customerAt this point I have no idea
what the 64$ would be for nor do I know where the 64$ would have gone
considering we never took it from her.This issue was not only brought to us by the Revdex.com, but also by DirecTv Reatail Services who we answer to in regards to all customer complaints We have since resolved this customer escalation by explaining to the customer that we have no way of verifying between her or our company that she paid us any money, or that any money was charged in the first place, even though due to the custom labor required of the technician should have cost the customer directly.Thank you for your time, please let me know if there is anything else you need in regards to this account.*** ***

I am sorry to hear about the experience that *** *** has with one of our sales repsWe advise reps are not to knock on doors with no soliciting signsI am also sorry about sales rep not leaving when *** asked him to leaveIt is unfortunate that this sales rep did not follow company policy
Because *** is not a customer I was not able to look up what rep knocked on her houseAny information about the rep would be greatly appreciated

Mr. [redacted], We've reviewed the images you've sent us and can see that there is some incorrect information, below I will outline what conclusions we came to and what we will be doing for you to resolve your current situation.1. The paper form has listed $75 as the package price for premier, while...

premier's actual price is $125/month before taxes and fees. While we're not exactly sure why this was recorded incorrectly on the paper copy you have, the electronic copy that was sent in to us with your signature shows $120/month which is just under the quoted price.2. The holes that are drilled into the vinyl were unnecessary, and while we can't verify when or why those holes were drilled we don't want to cause you any unnecessary trouble, so we will assist in financing the repairs.3. The $7.99 protection plan has been cancelled so you will not see another charge for that.In total, we will agree to pay the requested $125 for the vinyl damage,  $60 for the price difference of $5/month for 12 months difference in quoted price on our order form for your premier package, as well as $32 for the 4 months of the Protection Plan on the account. And we understand you've been frustrated and put out by the situation as a whole, so to compensate you for the time and effort we will be willing to provide $83, totaling a $300 settlement. There is nothing we can do in regards to the 24 month contract, but if you do choose to cancel your Directv services these funds could assist you in the payment of the early termination fee.Please let me know if there's anything else we can do to help you,Brandon H[redacted]

Erik was very nice. I appreciate that he contacted me. The 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]

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]

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.
 Thank you,
[redacted]

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

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]

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]

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. I 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 service. I 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]

Mr. [redacted],I apologize for the experience that you have had with our company. When I saw your complaint last Friday I reached out to AT&T to try and get your early termination fee waived so you can cancel your account at no cost. As you know we are a 3rd party dealer for AT&T. My...

contact at AT&T Amanda Heckler just responded that they have approved for your early termination fee to be waived. You will still need to call into AT&T and cancel and they will ship you boxes for the receivers that you will need to send back to them but there will be no cost to you as you requested. Again I apologize for the experience you have had. Sincerely,Andrew P[redacted]

The customer [redacted] called into our customer support department with this complaint on September 29th. Our 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...

companies. However 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 ETF. Thanks!

XCITE is a retailer for AT&T and DIRECTV and has installed more than 30,000 customers since 2009.  [redacted] was sold on September 6th, 2016 and installed the next day.  Both the sales rep and technician work for XCITE.  We are a 3rd party/retailer the same way Best Buy is...

a 3rd party for all the cell phone companies.  We offer a $6.99 protection plan to cover the cost of the equipment and the technician coming to the house if something were to break.  It's the same type of protection plan that you would get on your cell phone through a cell phone company.On March 8th, 2017 [redacted] called into our customer service at 4:34 PM and spoke with an agent named Kenna.  Kenna let [redacted] know that we are happy to cancel her subscription and refund past charges.  [redacted] then called in again at 5:28 PM and spoke with an agent named Derek saying that she is going to file a Revdex.com complaint and hire a lawyer to sue XCITE.    It should be known that the sales rep and the technician both wear a uniform that shows XCITE's logo on the chest and hat with DIRECTV's logo on the sleeve.  It should also be known that the customer received a welcome call from a XCITE employee named Steve Isaacson on September 7th, 2016 at 11:53 AM.  In that welcome call, we state that XCITE is a retailer for DIRECTV.  XCITE is not scamming anybody and is a reputable company and partner of both AT&T and DIRECTV.  And we have already refunded the customer.  Thanks,Andrew P[redacted]Chief Operating OfficerXCITEwww.xciteonline.comTell us why here...

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. However I would like the internet speed upgraded to the 70 speed as promised by an ATT rep named Kevin who contacted me from the following number 248-955-3959. The Xcite sales rep promised faster internet speed than what I had before, not slower.
Sincerely,
[redacted]

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. Upon receipt of the check for $500 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]

Mrs. [redacted],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[redacted]