Xcite Satellite, LLC

Greetings [redacted],
I would like to thank you for
contacting Xcite/Connect Satellite through the Revdex.com. I will
do everything I can to resolve your concern in a manner that benefits all
parties involved. I have found DirecTV Account # [redacted] under the name [redacted]
[redacted]...

and I will be responding to your complaint from this account. If 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 to. I would then like
to discuss the verbal promises you stated in your claim. Lastly 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 form. DirecTV’s
policy is to allow cancellation within 24 hours of activation with no penalty
which was signed on the DirecTV Provider Form. The federal Right of Rescission
allows you as the customer to cancel within 72 hours of the sale being made which
you agreed to when you signed the Installation Form. The agreement you entered
into was with DirecTV and Xcite/Connect Satellite. On the customer agreement
there was an addendum made for the free move that will be accommodated.
The claimed verbal promises in your
complaint were: 30 days to try product, and pay deactivation fee with Dish
Network. Due to DirecTV’s policy you signed agreeing to cancel within 24 hours
we cannot help you with DirecTV’s early termination fees. You are outside of
the 72 hours to cancel under the Federal Right of Recession so we are unable to
escalate that request to DirecTV corporate either. Xcite Satellite has no
affiliation with Dish Network, and we have no access to your account to request
a cancellation. As 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
used. We 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 you. To 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 requested. Again, 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

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 $500 of damages...

that the customer claims DirecTV made 5 years ago which is 5 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 fee. The 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.

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]

[redacted],This is the first we're hearing from you on this issue. I've searched our email address for any correspondence from you, but it appears that we haven't received any. I'll be checking the website and seeing if there is a problem with that contact us feature.In regards to your complaint, the...

AT&T order we received was showing a 50mgbs plan. Upon running the order, it told us your address had a maximum of 25mgbs. Our policy is that we reach out to our rep and have him contact the customer to verify if this change is acceptable, and he responded that he cleared it with you. It appears that wasn't the case, and due to that error all of these issues started, so we are willing to refund the $100 Setup Fee for you. The order was processed as a 25mgbs internet speed and was sent in at the requested $30/month. Any changes made since we submitted that order would have been made by AT&T's corporate office, as we do not have access to make any changes once the order was sent in. I'm not sure how or why that would have been changed, but the order was sent in correctly on our side, and AT&T must have lowered that speed to the 6mgbs you mentioned.As for the $7.99, that is a recurring protection plan that was added to the account. It's explained and signed for on the technician's installation forms (Which I've attached for your records), and you should have received a copy of it to the email on file automatically upon installation. [redacted] is the email we have on file. It's completely optional and I've removed it and we will have no problem refunding those charges.If you're not able to come to an acceptable resolution with AT&T's customer support, please send us an email manually to [email protected] with a subject ATTN: Brandon and I will be able to escalate this issue to AT&T through our contact and figure out what can be done for you, because you should be able to get the 25mgbs speed  at the $30 price point as that's what we ordered for you initially.Please let me know if you have any further questions, email me and I'll be able to answer those for you.Thank You,Brandon H[redacted]

We are sorry that this customer has not had a good experience with us. The charge is for insurance on her equipment which is being leased. The customer signed the install paperwork agreeing to the charge. I 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 5 business days to show on the customers card.

I had our customer service manager Erik call and talk to [redacted]. I believe we have resolved her concerns. If there is anything further please let me know. Erik said she was very nice and enjoyed speaking with her.

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].  I would like confirmation and assurance that this will not happen again.  Although I do not have the rep's name and information - as I was not interested in finding out - I would expect that you would look into who was assigned to my area in Canton, 44709.  I imagine that it would not be difficult to find the person with whom I  had the altercation;  the person who would not leave the home with the No Soliciting sign clearly marked in huge letters on the door.  Please investigate.  Next time this happens I will contact the police.   
Sincerely,
[redacted]

Thank you for sending this and giving us the opportunity to respond. Our Quality Assurance manager, Brandon H[redacted] called and spoke with [redacted] and assure her that we would be refunding her two $7.99 charges.

I am sorry to hear about the experience that [redacted] has had with our company.  The $6.99 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 removed. I have cancelled this charge for the customer and have reimbursed the other $6.99 charges.  [redacted] will see that back on is credit card within the next 7 days.

Complaint: [redacted]
I am rejecting this response because: WHEN MIKE CAME TO OUR HOUSE MY HUSBAND TALKED TO HIM. HE TOLD MY HUSBAND THEY WOULD NO LONGER CARRY THE CABLE. MIKE MISLED US INTO THINKING WE HAD TO CHANGE. MY HUSBAND TURNED AROUND TO MY AND SAID NTS WILL NO LONGER CARRY CABLE. WHY DID MIKE NOT CORRECT THIS STATEMENT. THIS COMPANY IS JUST MISLEADING PEOPLE BY USING WORDING WE ARE NOT FAMILIAR WITH. THEY ARE USING WORDING TO MISLEAD EVERYONE. JUST SO THEY CAN GET THERE BUSINESS. WE CALLED NTS AND THEY SAID THEY ARE NOT GOING OUT OF BUSINESS. 
Sincerely,
[redacted]

I have approved a check for $39.95 that will be sent out today.  Customer should receive it within the next week.  I also cancelled the monthly protection plan charge of $7.99