ComplaintsforDISH Network, LLC

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Initial Complaint
06/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 28th 2024 I started a contract with dish network for my father who I have power of attorney for because he is 92. The customer rep. told me I would be eligible for a $300.00 gift card after I made my first payment. I put my name on the new account so I would be able to pay his account, with his same address listed. I submitted his old statements from direct tv as required which showed his DTV line of service as required. ******* emailed me the enclosed e mail and said I did not meet the criteria.In the email it says either full name or address must match. The addresses are the same, the name is different because of power of attorney but the email says either have called six times only to have them reject me with no cause. Now they say I should upload my legal power of attorney which my lawyer told me not to do. The addresses are the same and should be the end of this. This offer is only good for two more weeks.I think they are stalling so they don't have to send me my gift card which my father could really use after direct tv really ripped him off. Thank you *************************** .
Business response
06/19/2024
June 14, 2024

*******************************
****************************************
********, PA 15203

Re:          BBB Complaint #********
                **************** - *************

Dear ******************:

On June 14, 2024, we received your complaint, dated June 13,2024, filed with the Better Business Bureau.

You stated that on March 28, 2024, you started services in your name for your father. You were informed he would qualify for a $300.00 gift card, as he switched from DIRECTV. You mentioned that you submitted his DIRECTV bill, which showed the line of service; however, you received an email advising you it did not meet the criteria. You indicated that the bill had the same address of that on the account.

Customers who switched from DIRECTV prior to April 10, 2024,were eligible to receive a gift card as long as they met the below requirements:

Submit a DIRECTV bill within 90 days of DISH installation
Bill must not be older than 6 months from date of activation of DISH services
Full Name or address must match
Bill must include satellite TV line of service

Our records indicate that the first bill uploaded did not include the address and only showed the line of business and your fathers name, which is why it did not meet the requirements.

As the screenshot included in your complaint has a DIRECTV bill that includes both the address and the line of service, the $300.00 gift card offer will be fulfilled. Please allow six to eight weeks for processing and delivery.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                **************************;
Customer response
06/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On today, June 10, 2024, I requested disconnection of services (Account Number ***************** at the end of the billing period on June 26, 2024. The initial request was made 30 days in advance for the end of the billing period March. Dish did not take action and have now billed me for ****** with late fees and for **** I have sent a written cancelation request by email from ********************* this was also communicated to ******** (the *** who processed the FINAL payment of ******, confirmation number ****** on 6/10/24 at 9:50 PM. I am submitting this complaint because DISH has consistently failed to disconnect service and has diligently tried to prevent execution of service cancelation as they continue their efforts to operate unethically. For this reason, I am filing a complaint to ensure that services are cancelled at the end of the paid billing period as instructed. In addition, I expect a DISH tech to remove their equipment that is mounted on top of my house, just as they placed it 9 years ago.
Business response
06/19/2024
June 15, 2024

*************************
3815 *****************.
*******, ** 38127

Re:          BBB Complaint #********
                **************** - *************

Dear **************:

On June 14, 2024, we received your complaint, dated June 10,2024, filed with the Better Business Bureau.

You said that on June 10, 2024, you requested your account be disconnected on June 26, 2024. You mentioned that you previously made a disconnection request 30 days in advance, but it went unanswered. You indicated that we are refusing to allow you to disconnect your account. You requested your account be disconnected and for a technician to come out and remove the satellite antenna.

DISH Network only accepts disconnection requests via phone to ensure that important disclosures related to your final bill and the return of your leased DISH Network equipment are provided. Our records indicate that as you sent the original request to an unmonitored inbox (instead of calling in),your 30-day notice was not received.

A review of your account reflects that on June 12, 2024, you spoke with Senior Corporate Case Manager *****************, and she set up your account to be disconnected on June 26, 2024. She also informed you that within ten business days after cancellation you would receive a box return kit to return the equipment.

Please be advised that the DISH Network Residential Customer Agreement (RCA) states, "The ********************** antenna and mounting hardware (but not the ***** are your fixtures; they are not leased equipment and should not be returned to DISH Network." We suggest that you contact a third-party retailer for its removal.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                *****************************
Customer response
06/19/2024

Complaint: 21831049

I am rejecting this response because: For clarity, I called for the disconnect the first time. I then called and emailed the email address listed for DISH. If your company does not monitor the box, that is not my problem or concern. If your employees are incompetent or are trained to disregard disconnection notices in an effort to retain business,I encourage you to deploy a better tactic. Perhaps dealing in honesty and honoring your words. If this is not done, you will lose even more customers who have faithfully patronized your business for OVER 9 years. If you can care less, keep doing what you're doing. I hear you loud and clear..."If I can't dupe you and rob you, I don't want your business". **** noted; therefore, I am going to DIRECTV. I feel like I'm going through a divorce; but, hopefully DIRECTV will be my ***********************. Do have a nice day.
Sincerely,

*********************
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a mailer informing me that I could receive a $500 prepaid card if I would swap to Dish Network. For that deal, I decided to follow through. I jumper through all of their hoops. Enter the codes, called the phone numbers, etc. I sent in my paperwork and three weeks later, I receive a $100 prepaid card in the mail. I would just like the money that I was promised.
Business response
06/19/2024
June 16, 2024

*********************
**************** 80
******, AL 36264

Re:          BBB Complaint #********
                **************** - *************

Dear *********************:

On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.

You said you received a promotion from DISH Network for a $500.00 gift card for switching from DIRECTV. However, you only received a $100.00 gift card after completing all necessary steps. You requested the $500.00 gift card, as advertised.

Our records confirm that the offer code on your account was for a $100.00 gift cardnot a $500.00 one.

When we communicated via email, I requested documentation showing the offer for the $500.00 gift card, which you provided. I then informed you that the requirements for this gift card were not met, and the offer has since expired. I applied a credit of $400.00 to your account as a gesture of customer service.

We apologize for any inconvenience this may have caused.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

              *********************

Customer response
06/24/2024

Better Business Bureau:

While I disagree with Dish Network that the requirements were not met, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I just switched over too dish network and am being charged from a closed account from a year plus ago. My setup is Saturday the 8th of June and billing is the 16th of June. Tried contacting dish service too cancel payment and account but always get a run around. Put on hold too be transferred to another department all week. Nothing accomplished but being on phone for hours
Business response
06/14/2024
June 11, 2024

*******************************
6119 ******************
*****************

Re:          BBB Complaint #********
                *************

Dear ******************:

On June 7, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau.

You stated that you are being charged for an account from over a year ago and due to excessive wait times, you have been unable to reach an agent to speak about it. You also indicated you are scheduled to have services installed on June 8, 2024. You requested assistance with your account.

Our records indicate that you originally disconnected account number ending in 2967 on June 8, 2023. On June 1, 2024, it was restarted through your online account. On June 3, 2024, it was disconnected again; however, on June 4, 2024, it was once again restarted through your online account. On June 7, 2024, the account was disconnected a third time and the equipment was removed to prevent any future unwanted restarts. Please note that this account does have a zero balance and the last payment made was on June 24, 2023.

Please be advised that, occasionally, increased call volume will result in longer-than-normal hold times.

Our records show that services were recently installed on June 8, 2024, for account an account ending in 9074.

Please note that your email address was removed from your previous account, so you may use it to create an online account for the active one.

We regret any inconvenience this may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                *********************
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today (June 6, 2024) I received a letter from Dish Network saying my equipment was outdated & I could get it updated for free if I called them. I called & was told it would cost $15 more per month. When I protested, was told to wait & they "would see what they could do". I asked why if the letter said free it wasn't.
Business response
06/26/2024
June 24, 2024

*************************
*******************
*******, IL 61254

Re:          BBB Complaint #********
                **************** - *************

Dear ******************:

On June 7, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau.

You said that you received a letter stating you could upgrade your equipment at no cost, but when you called in you were told it would be $15.00 per month.

When we spoke today, I informed you that there is normally a one-time cost of $150.00 to upgrade to the ****** 3 receiver, which is separate from the monthly service fee of $15.00. If you accept the upgrade, I will apply an offsetting credit for 24 months to your account. Please note that you would need high-speed internet to take advantage of all the benefits offered through the ****** 3 receiver, which you said you do have; however, all you need is the Hallmark Channel, which is already part of your current programming lineup. Therefore,at this time, you indicated that you would prefer to keep the equipment you have and you will decide later what you would like to do.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                *****************************

Customer response
06/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 30th we had a satellite issue. The repairman that came told us that dish was now selling ****** nest products. We purchased a nest and thermostat that was installed by the dish represenative. The cost was $299.57. We returned home on May 28th and the thermostat was not working. We contacted ****** and found that it was out of warranty due to dish having it sitting in a warehouses to long. We contacted dish and they tried to say it was a 3rd party and we should call the number listed on our credit card statement, we did, and it was dish. After a 3 hour phone conversation with dish, we were told they would refund and they sent us a *** label for the nest and said to throw the thermostat away since it did not work they did not want it back. They are only refunding for the nest. This produce worked for less than 30 days and we have done what we were instructed to do. We would like the balance of our money refunded
Business response
06/19/2024
June 16, 2024

*************************
******************
*****************

Re:          BBB Complaint #********
                **************** - *************

Dear ****************:

On June 7, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau.

You stated that you purchased a ****** Nest and thermostat from a technician for $299.57 on April 30, 2024. On May 28, 2024, you found the thermostat was not working. You contacted ****** and they said it was out of warranty. You contacted us and we agreed to refund the Nest, but not the thermostat. You would like a refund for the entire purchase.

A review of your account shows that a full refund of $299.57 was issued in two parts of $85.58 and $213.99 on June 6 and 7, 2024, respectively.A one-time $40.00 courtesy credit was also applied to your account on June ******.

When we spoke on the phone on June 12, 2024, you confirmed that you had received the full $299.57 refund and the $40.00 credit. You also informed me that you returned the defective thermostat and you will replace the device with another company. I apologized for the poor handling of your service order. You said that you consider the issue resolved.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

             *********************
Customer response
06/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i wish to cancel service. i have used dish service 3-4 years. had auto payment in place. I called to stop service 2 days June 3 and 4, when the customer service rep finds out i wish to cancel i was shunted to their "customer cancelation unit", they state there is a 41 min. wait. before the time is up the phone line is dropped. this happens repeatedly. then I checked internet reviews and discovered many people have encountered the same problem. this a very non professional way to handle there customers. I can understand why they are losing their customers. that and the price is too high for the service received
Business response
06/18/2024
June 11, 2024

*******************************
PO Box 773
Quartzsite, AZ 85346

Re:          BBB Complaint #********
                **************** - *************

Dear **********************:

On June 6, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau.

You said you would have liked to cancel your services on June 3, 2024, but you were unable to because you were put on hold for over 40 minutes. You requested to cancel your services.

Our records confirm that your services were placed on DISH Pause on March 10, 2024, and your current commitment ends on August 31, 2024.

When we spoke on June 11, 2024, I confirmed that you want to cancel your services not pause them, and informed you of the $60.00 early termination fee. I also informed you of the equipment return policy and let you know about potential prorated credits applied to your final bill. You agreed to this resolution and I disconnected your account. You confirmed where you would like the return labels sent.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************************************************

*********************

Customer response
06/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Multiple calls made over several weeks only to be put on hold. I have been transferred to multiple entities in the last hour + to try and cancel my service that I no longer want. Chat representative would not assist and said I had to call. There is no feature online to cancel the service, only speak to an overseas representative. Cancel my acct#**************** service immediately and send me a Return Kit. 6/5/2024.
Business response
06/12/2024
June 6, 2024

*************************
1919 **************** Dr.
*****, AZ 85283

Re:          BBB Complaint #********
                **************** - *************

Dear **************:

On June 6, 2024, we received your complaint, dated June 5,2024, filed with the Better Business Bureau.

You stated that due to excessive wait times, you have been unable to reach an agent to disconnect your service. You also mentioned that you were unable to cancel online. You requested your account be disconnected effective immediately, and a box sent out to return the leased equipment.

Please note that occasionally, increased call times will result in longer-than-normal hold times. DISH Network only accepts disconnection requests via phone to ensure that important disclosures related to your final bill and the return of your leased DISH Network equipment are provided. We regret any inconvenience this may have caused

A review of your account shows that on June 5, 2024, you spoke to an agent who canceled your account as you requested. As you were advised during this call, a return kit will be sent out to you within seven to ten business days.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *******************, #***
                ******,CO 80210

                *********************
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is NOT my Dish account. I was trying to do the right thing and return the **** equipment upon a relative's death. Death occurred May 19, 2024. I tried several times to call and get information on how to return their equipment. EVERY time I was treated rudely and felt no one was listing that the customer was deceased. I do not know and cannot get the information they kept repletely asking for. Saying the same thing each time.I finally lost my cool and said the damb person is dead. If you know the phone number to heaven, give it to me and I will gladly ask them the information!Before losing it, I had explained I had their ACCOUNT #, SS #, DOB, and address/phone info-all the other identifying information that they would want to identify their account. THEY REPETELY REFUSED TO GIVE ME THE INFORMATION ON how to return the damb equipment. This is ridiculous. Before sending this, I see on other complaints they are allowed a return fee for equipment not returned. SO, IS THIS seems like a scam on HOW THEY MAKE THEIR MONEY??If I left this up to my husband - he wanted to throw it in the garbage.This information should not be so difficult to find....
Business response
06/18/2024
June 16, 2024

*****************************
IL 60416

Re:          BBB Complaint #********
                *************

Dear ******************:

On June 6, 2024, we received your complaint, dated June 5,2024, filed with the Better Business Bureau.

You said you tried to return your relatives equipment after they passed away on May 19, 2024. Despite providing account details and other identifying information, we repeatedly refused to give you the necessary information. You also expressed concern with the customer service you received.

On behalf of DISH Network, please accept my sincere condolences for your loss.

Our records confirm that the equipment on the account (****** Sling and **** 1.0 receivers) is obsolete, and does not need to be returned.

When we spoke on the phone on June 12, 2024, I informed you of the equipment return policy, and let you know that I would be able to proceed with the account disconnection, as you requested. I apologized for the difficulty you experienced, and informed you that I would waive the final charges to bring the account to a zero balance. You were satisfied with this resolution.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

              *********************

Customer response
06/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
06/04/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to cancel internet service. I cant get anyone to answer my phone calls. I will no longer spend hours waiting on the line to for someone to answer.
Business response
06/17/2024
June 11, 2024

***************************
**************************************** 14
********************

Re:          BBB Complaint #********
                **************** - *************

Dear **************:

On June 5, 2024, we received your complaint, dated June 4,2024, filed with the Better Business Bureau.

You said you have been trying to cancel your internet service, but indicated the hold times were excessive.

When we spoke, you confirmed that you want your internet disconnected.Your internet was disconnected on June 11, 2024, and your bill going forward is $251.88.

Please be advised that, occasionally, increased call volume will result in longer-than-normal hold times. We regret any inconvenience this may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************

Customer response
06/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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