ComplaintsforDISH Network, LLC
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We signed up for Dish Network on April 14th, 2024, and were told that we would be receiving a $300 gift card as a promotion for signing up and leaving ********** We did as the instruction sheet that was given to us which was wait until after the 1st bill was paid (which was 14 days after installation) and to make sure we send (via dishnetwork.com or the phone app) our last ********* bill that shows our name, address, city and state along with the amount of the bill. I have been trying to upload this ********* statement on average of 3-4 times per week since April 28th, 2024, and get the same message that states, "they are having technical difficulties and try again later". We have called several times and asked if someone within the company can get this to upload and all the response we get is "We will offer you a one-time $50.00 credit on your next month's bill" in exchange for the $300 gift card and in response to that they were told absolutely not, we were offered the $300 NOT $50 or they tell us to just try again tomorrow. As of today, June 25th,2024 at approximately 7:20 (NM time) this morning I tried once again to upload and still received the same message as stated in this message. I think we have been very patient and understanding on this matter, but now it's to the point where we think we were sold Dish Network under a FALSE promotion and believe this to be a SCAM through their company.Business response
07/11/2024
July 2, 2024
***********************
*******************
*****, NM 88240
Re: BBB Complaint #********
**************** - *************
Dear ****************:
On June 26, 2024, we received your complaint, dated June 25,2024, filed with the Better Business Bureau.
You said you were offered a $300.00 gift card for switching to DISH Network from DIRECTV, but you keep encountering an error when you upload your DIRECTV bill. You were offered a credit of $50.00, but you declined.You requested the gift card.
I made an exception to have the gift card issued to you.Please allow 6-8 weeks for processing and delivery.
We apologize for any inconvenience.
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
07/11/2024
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
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was pressured into a contract with dish when I called to cancel it due to lack of service I.e. every time the wind blows the service is out they are trying to charge me a early term fee of 400 Im elderly on social security and cannot afford thisBusiness response
07/02/2024
June 25, 2024
***********************
****************************************************************************************************
Re: BBB Complaint #********
**************** - *************
Dear ************:
On June 25, 2024, we received your complaint, dated June 24,2024, filed with the Better Business Bureau.
You stated you were pressured into a commitment with DISH Network and were informed of a $400.00 early termination fee for disconnecting your service. You said you lost signal frequently.
The call was reviewed and you were never informed the early termination fee would be $400.00, rather it would be $260.00, but with prorated credits the balance comes down to $218.87. Additionally, you only signed a commitment when you initially started service on July 9, 2023.
DISH Network reserves the right to fix the equipment. As we were not given the opportunity to investigate and/or attempt to resolve these technical issues, the early termination fee is valid. There is no record of you calling in to address any signal outages.
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
*****************************Initial Complaint
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
This complaint is against Dish Wireless, I placed a request to have my device ( cell phone) unlocked and the company has not yet unlocked it for me.Business response
07/12/2024
July 11, 2024
***************************
***************** 1
***********, ** 15063
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 24, 2024, we received your complaint, dated June 22, 2024, filed with the Better Business Bureau.
You said that your phone has not been unlocked, as requested.
I attempted to contact you at the phone number on file (which is the same as the contact number you provided in your complaint) and the greeting stated you were no longer taking calls at that number.
The device associated with the account, IMEI ***************, is showing as unlocked.If you are still experiencing issues, please contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************Customer response
07/12/2024
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
06/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The complaint is about there customer service representatives lieing to people causing unnecessary charges.Business response
07/02/2024
June 25, 2024
*******************************
PO Box 11825
***********, AZ 86427
Re: BBB Complaint #********
**************** - *************
Dear Mr. ***************** June 24, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You expressed frustration with the customer service you received. You said that you were lied to, which caused unnecessary charges.
When we spoke, you informed me further that you were not supposed to be in a commitment, and you expressed concern with being charged an early termination fee.
I offered to waive this commitment, so you may disconnect your service without an early termination fee, so long as you do not accept a new one. You accepted this resolution.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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
*****************************Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ive been charged for a damaged equipment that Dish cant provide a return label nor an address for me to return the damaged equipment. They dont have physical presence in *********** where I could go and solve the issue, Ive called over 20 times to get the issue resolved with no help at all. Ive been a customer for 10 yearsBusiness response
07/02/2024
June 26, 2024
*************************
PO Box 261
********************
Re: BBB Complaint #********
**************** - *************
Dear ****************:
On June 24, 2024, we received your complaint, dated June 21,2024, filed with the Better Business Bureau.
You said you were charged for equipment you were unable to return, as you never received a shipping label or address. You requested a billing adjustment.
Our records show the $300.00 unreturned equipment fee was credited on June 21, 2024. You will not be charged for this moving forward.
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
*****************************************350
******,CO 80210
*****************************Customer response
07/02/2024
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
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
trying to cancel service since may 13th several phone calls, emails, ******** chat, also chat on their web page . still receiving bills and emails regarding payment, as write this i have been on hold for 19 minutes .thank youBusiness response
07/10/2024
July 10, 2024
Mr. *************************
*********************
Hurricane, WV 25526
Re: BBB Complaint #********
**************** - *************
Dear ****************:
On June 19, 2024, we received your complaint, dated June 19,2024, filed with the Better Business Bureau.
You said that you have been trying to cancel service since May 13, 2024, but you continue to receive billing notifications.
After reviewing your account records, I found that when you called on May 13, 2024,and again on June 12, 2024, you disconnected the call before you spoke with the department responsible for account cancellations. Although you stated you wanted to close the account at the beginning of each call, you still needed to speak with the appropriate department to be given the required disclosures before the cancellation could be completed.
Nevertheless,I closed your account and waived the final balance. Your equipment is obsolete and does not need to be returned.
I 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
07/11/2024
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.This is acceptable as long as i do NOT get a bad credit report for non payment , as the last e-mail i received was that my service was being canceled for non payment************************;
Initial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In August, 2023 I moved from **********, ** to *******, ** and moved my DISH service along with me. I specifically on several occasions spoke to their representatives to be certain that I did not get any new contractual obligations for their service and was assured that I would not and that I would be able to cancel at any time. In addition, they had difficulty changing my local channels from ********** to ********* and it was never done even after numerous calls to them. I am still watching the ********** local channels. This also required numerous calls. Today I was finally done with them, I decided I'd just start streaming. I can get the locals free with a small antenna. I called them and after 22 minutes on hold was told that I can't just cancel unless I pay $280 termination fee for 14 months remaining on a contract I specifically was insured that I do not have and did not agree to. First I was told that fee would be waived, then I was told I would be charged that fee. This company has repeated lied to me and not provided the service they were supposed to provide me and now are charging me an extra fee to stop a service I don't want or need. (account number ***************** I just want help stopping this service without this extra fee. Why can't they just waive that fee for the money they've charged me for the local channels they've never given me?Business response
07/02/2024
June 25, 2024
*********************************
**************************************************
*******, ** 16240
Re: BBB Complaint #********
**************** - *************
Dear ************************:
On June 19, 2024, we received your complaint, dated June 19,2024, filed with the Better Business Bureau.
You stated that when you moved you services from ********** to your new location, you were advised there would be no contractual obligation. You mentioned that in addition to having your services moved, you wanted the locals updated from ********** to *********; however, this was not completed despite a technician visit. You said that when you attempted to cancel the services, you were told you would be charged $280.00. You requested the account be disconnected without penalty.
During my phone conversation with you on June 25, 2024, I informed you our records indicate that when you called in to move the services on August 14, 2023, you were told the commitment would be waived with the equipment upgrade; however, when the technician visit occurred, the work order was modified causing the change. The account was disconnected and credits issued to backdate the cancellation to the original requested date. You were provided a refund for the credit balance and advised on how to return the equipment. You stated that you accepted this resolution.
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
07/02/2024
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
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I want to cancel my account. I have met my obligations. They say that the only way to cancel is to call. When I call there is a 4 or 6 or 8 hour wait due to high volume. I asked the chat to cancel, they refer me to the phone number, the phone is always a wait of hours. I have been trying to cancel for 2 weeks. The long wait time is a unaccaceptable, all I want to do is cancel this account.Business response
06/26/2024
June 22, 2024
*********************************
*********************************************************
Re: BBB Complaint #********
**************** - *************
Dear ************************:
On June 19, 2024, we received your complaint, dated June 19,2024, filed with the Better Business Bureau.
You said that due to excessive wait times, you have been unable to reach a DISH Network representative to disconnect your service. You indicated that you have met your contractual obligation.
Please be advised that, occasionally, increased call volume will result in longer-than-normal hold times. We regret any inconvenience this may have caused.
During my phone conversation with ************************* today,June 22, 2024, I informed her that there are two months remaining in the commitment, as the Preferred Customer Offer was accepted on August 14, ********** requires a two-year commitment that ends August 14, 2024. She requested the account be disconnected on that date, and I told her we could only set it up 30 days out. I said she could either call me or customer service to cancel when the time comes; however, the responsibility to request to disconnect the account by August 14, 2024, falls on the customer. She abruptly ended our call.
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
*****************************************350
******,CO 80210
**************************;Customer response
06/28/2024
Complaint: 21871357
I am rejecting this response because: The person who contacted us did not have the ability to cancel this contract with Dish. We could have paid what ever the remainder of the bill was right there on the spot, however they said they could not cancel the service. The object here is to have Dish cancel the contract, this was not acommplished. The compaint still stands, now enstead of a 8 hour wait on the phone, we have a 60 day wait before we can start the 8 hour wait. Dish has yet to contact us with any person that has the ability to cancel this contract.
Sincerely,
*****************************Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I called dish in Feb 2024 to see about changing my tv and internet service. I signed up with dish and the internet service viasat all through dish with the promise I would be receiving 2-100.00 gift cards one for each service. They installed the satellite dishes for both and I have not received any gift cards. I have called at least 5 times to both dish and this company Infinity sales that the dish people keep telling me to call..both companies say its the other one and I never get any answers. I decided to go with dish because of the bonus gift cards and now I'm stuck and feel scammed since they did not give what was promised.Business response
07/03/2024
July 1, 2024
***************************************
PO Box 821
*****************
Re: BBB Complaint #********
**************** - *************
Dear **********************:
On June 19, 2024, we received your complaint, dated June 19,2024, filed with the Better Business Bureau.
You stated that you signed up for service under a promotion to receive two $100.00 gift cards, but you have not received them.
When we spoke by phone on July 1, 2024, I advised you that a review of your account confirms that the offer code attached, PQMATCH0, does not qualify to receive a gift card. A review of your calls confirm that multiple agents recommended reaching out to the retail partner whose promotion this is, Infinity, for more information. Nevertheless, as an exception, I applied a $200.00 credit to your account in lieu of these gift cards.
We apologize for 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
**********************************350
******,CO 80210
*********************Customer response
07/04/2024
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
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I've returned my dish equipment, paid all necessary bills, and received a cancellation notice; however, my account remains in service. I've attempted to call twice and chat once, but I cannot get my service disconnected.Business response
06/26/2024
June 24, 2024
Ms. *********************
*****************************************************************
Re: BBB Complaint #********
**************** - *************
Dear **********:
On June 19, 2024, we received your complaint, dated June 18,2024, filed with the Better Business Bureau.
You stated that your service remains active even though you previously canceled it. You indicated that you returned the equipment and paid your final balance; however, you have been unable to reach customer service.
A review of your account confirms that your service was canceled on May 9, 2024.
When you made a payment of $50.90 through the MyDISH application on June 17, 2024, you restarted your service.
I once again canceled it and reversed the charges, leaving your account with a zero balance.
The leased equipment was previously received and removed from your account.
Please be advised that, occasionally, increased call volume will result in longer-than-normal hold times.
We regret any inconvenience this may have caused.
Sincerely,
*****************
Senior 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,
*********************
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Customer Complaints Summary
5,385 total complaints in the last 3 years.
1,687 complaints closed in the last 12 months.