ComplaintsforDISH Network, LLC

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday July 12th, door to door salesman entered house of 92 year old, signed her up for dish to be installed next day on 13th. Told her she save all her this money, prices they quoted for her existing cable were too high and incorrect. Cost her more for dish. Next day service man shows up to install it and she didnt know she ordered it. Called to cancel, they have all her banking information and social security number!!! Means they went through her wallet!! They only canceled after I was going to contact a lawyer. When I called to file complaint, they wanted all her personal information again in order for me to get through to someone. I will not give the information again. They are praying on senior citizens. Called number of person who was at house, not a good number. *********************, ************. They are having problems in Macoupin county with this outfit. Want to know who person is and who they work for, will probably have to change her accounts now

  Business response

  07/29/2021

  July 27, 2021
  
  
  
  *****************************
  *********************************
  
  Re:          BBB Complaint #********
                  8255909893916111-3741177
  
  Dear ********************:
  
  On July 20, 2021, wereceived your complaint, dated July 19, 2021, filed with the Better BusinessBureau.
  
  You expressed concernabout the independent retailer who sold you your DISH Network service.
  
  Our records show thatthe account was initiated through an independent retailer, Caliber Smart.  As such, I forwarded your concerns to theteam that handles independent retailers authorized to sell DISH Network servicefor their review.
  
  Weappreciate you bringing this issue to our attention, and we sincerely regretany inconvenience it may have caused.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at *************.
  
  Sincerely,
  
  
  
  *********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday - Friday, 6:00am to 2:30 pm MT
  **************
  
  ***************************************************************** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
                  DavidLaslo
  
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complain on behalf of ***********************, Wife, *************************: *************************** ********, ***** of ********* The ****** family currently hold two different accounts: One for their primary home and one for their second residence. Perspective account numbers I believe are: ******************* for *************************************************. and ******************* at *****************************************. As you can see the ********, ** service has been put on hold when the ******** became ill. Now we have tried to cancel both accounts without penalty for Disability or Elderly conditions as they are having to relocate out of state for services. Dish Network insists that we reveal personal medical information to them. The facility where they are placed and The Trahans feel this is a breach of confidentiality, as Dish Network is not a trained company in confidentiality measures. Dish wants to insist upon charging them termination fees due to their elderly condition and Disabilities.

  Business response

  07/27/2021

  July 26, 2021
  
  
  
  Mr. and *************** andSylvia ******
  c/o ****************************** ********
  *************************************************
  
  Re:          BBB Complaint#********
                  ****************- 3741163
  
  Dear ********************:
  
  On July 20, 2021, wereceived your complaint, dated July 19, 2021, filed with the Better BusinessBureau.
  
  You disputed the earlytermination fees applied to Mr. and ************ DISH Network accounts.  You said that Mr. and ***************** are moving to an assistedliving facility.
  
  A review of our recordsindicate that *********************** with our Executive Escalations Team contacted you on July 22, 2021,regarding this issue.  As ******************* we do not require any documentation with medical or personal details,only a letter from the facility, on their letterhead, confirming admittance.
  
  Asyou declined to provide any documentation, ************** offered to waive half theearly termination fees involved and you agreed.  ************** waived $10.00 from account ****************, and $115.00 fromaccount ****************.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at *************.
  
  Sincerely,
  
  
  
  *********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday - Friday, 6:00am to 2:30 pm MT
  **************
  
  cc:           ****** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
  

  Customer response

  07/27/2021

   
  Complaint: 15669709
  
  I am rejecting this response because:  Although we had to accept DISH 's offer, we completely disagree that this is acceptable but instead another example of elder abuse.  DISH swindled the elderly couple into a contract when they were clearly aware that their health was failing. The ****** Family put a hold on one account (their farm) because they could no longer travel to that location due to health reasons.  The other account remained opened until they were placed in an Assisted Living facility in the state of Georgia.  The ****** family is entitled to privacy and confidentiality.  We guarantee that at almost 91 years old and 87 years old the ******** are not going on pleasure trips nor intending to harm nor neglect DISH in any manner.  They are nearing "end of life" and struggle each day.  DISH has made it an additional burden. DISH 's "settlement" to reduce their fees is neglectful and insulting.  The ******** do not feel that as elders and disabled, they should nor want to share their confidential medical placement with DISH.  Primarily because DISH employees are not trained in confidentiality measures as outlined by the *** nor other reporting agencies.  In conversation with DISH ,  they failed to provide documentation nor conversation that their employees know how to manage confidential information. Thus, it would be inappropriate to release a medical placement for the ******** as DISH has no mechanism in place to protect these individuals.  No policy, no training, etc.

  DISH is neglectful and abusive to elders and people with disabilities. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DISH NETWORK installed a dish and cables on property I own without my authorization. Damages to my property in holes in the drywall mounting a dish in front of my property with concrete... all without my authorization.This is a rental, and my last tenant signed a lease which states any services of this type need to be authorized. DISH's excuse is that the tenant states they either had authorization or that they owed the property.In two minutes time I can find the owner of any property, and if the buyer of the product does not match the owner of the property asking for service it's a no brainer they do not own the property and the owner needs to be contacted before installing devices on the property.DISH's CS told me they never ever encountered this issue before. So I am the first *** complaint about a renter installing a service, making holes into interior wall exterior walls and costing my time and money repairing the damage afterwards?Not likely.3502 Ten Oak Court *****

  Business response

  07/21/2021

  July 21, 2021
  
  
  
  ***********************
  *************************************************
  
  Re:          BBB Complaint #********
                  3741046
  
  Dear **************:
  
  On July 19, 2021, wereceived your complaint, dated July 18, 2021, filed with the Better BusinessBureau.
  
  You said that yourtenant installed DISH Network service without your authorization.  You requested that DISH Network pay $408.00for repairs and fees.
  
  Your previous tenant requested andaccepted the DISH Network installation. DISH Network does require landlordpermission to install a satellite dish at the home; however, it is the tenantsresponsibility to inform DISH Network that it is a rental property and obtainlandlord permission.
  
  Whilewe sincerely regret any inconvenience this issue may have caused, since theDISH Network account belongs to the tenant, this is a tenant/landlord disputeand we are unable to provide you with compensation.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at *************.
  
  Sincerely,
  
  
  
  *********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday - Friday, 6:00am to 2:30 pm MT
  **************
  
  ***************************************************************** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
                  DavidLaslo
  
  

  Customer response

  07/26/2021

  Complaint: 15668560

  I am rejecting this response because:

  This company had no owner authorization to install their equipment period. Can they show my name on any of their records. No. This is a business plan that ignores facts and ownership with only the sale in their front view. If I would have known, I probably would have authorized it with the stipulation that after the contract ended the equipment and the interior damages would be repaired. The ***** did not poke the holes or cement the post. This is a company that looks just out for themselves igoning private property rights.
  
  Curious who owns my property. DISH NETWORK seems to think they do. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted dish network back in June to cancel my service, they never did so and now are charging me 2 months of service. Ive contacted them to get this corrected and they refused to credit me from when I canceled. They even have it on file that I called to cancel. They are trying to tell me that I called customer service **** and not the **** that can actually cancel. Im sorry its not my responsibility to call specific ****s, if I call a major company like this its there responsibility to get me to the right ****.

  Business response

  07/22/2021

  July 22, 2021
  
  
  
  ************** Luerhring
  ***********************************************************
  
  Re:          BBB Complaint #********
                  **************** - 3741044
  
  Dear ********************:
  
  On July 19, 2021, wereceived your complaint, dated July 18, 2021, filed with the Better BusinessBureau.
  
  You said that your DISHNetwork account was not disconnected in June 2021 as you requested.  You also expressed concern about the level ofcustomer service you received.
  
  When we spoke, Iexplained that when you contacted us on June 13, 2021, the agent with whom youspoke informed you that she needed to transfer you, but the call dropped beforeshe could do so. As such, you never spoke with our Retention Team and youraccount remained active.  As I advisedyou, I backdated your billing by applying a $213.64 credit, leaving a balancedue of $315.00 for the early termination fee and a $15.00 shipping fee.
  
  Weappreciate your feedback and we regret any inconvenience this issue may havecaused.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at *************.
  
  Sincerely,
  
  
  
  *********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday - Friday, 6:00am to 2:30 pm MT
  **************
  
  ***************************************************************** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
  

• Initial Complaint

  07/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried repeatedly to be removed from **** Mailing list. These mailings offer prepaid gift cards up to $400.00. When I call the number on the offering I just get rude annoying people that just want to sell. **** Service is not even in my area. This has been going on for 2 years. I have had a live chat on the **** website that was given a link, which I tried and a fraud telephone number. How hard can it be to be removed from someone's mailing list?

  Business response

  07/29/2021

  July 29, 2021
  
  
  
  Ms. Rudica *****
  ***********************************************
  
  Re:          BBB Complaint#********
                  3741042
  
  Dear **************:
  
  On July 19, 2021, wereceived your complaint, dated July 18, 2021, filed with the Better BusinessBureau.
  
  You requested to beremoved from our mailing list; however, you continue to receive advertisements.
  
  My attempts to contactyou by phone at ************** on July 27, 28 and 29, 2021, were unsuccessfuland there was no option to leave a message. I also sent an email to ********************** with a request that you contact me.
  
  Per your request, Iadded your address to our internal Do Not Mail list. Placing your address onDISH Network's Do Not Mail list restricts marketing mail only. Although we willadd your address on the **** Do Not Mail list immediately, please allow up tosixty days for it to beremoved from any sales programs currently underway.
  
  Inaddition, some print advertisements are sent by companies that sell DISHNetwork satellite hardware and programming. They are independent companies thatset their own policies and business procedures. We do not share any informationwith the independent companies that sell our product. Therefore, we suggest thatyou call the contact phone number on each advertisement and request to beplaced on their Do Not Contact list.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday -Friday 7:00 AM - 3:30 PM
  **************
  
  cc:           ****** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
  

• Initial Complaint

  07/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am Haimwatti *************************. I have been a customer with Dish for about 3 years. Approximately 18 months ago, I signed a 2 year contract with Dish. The service was great until 8 months ago. The Dish program changed. Dish lost their contract with HBO and Cinemax. I am a big fan of HBO and Cinemax. I kept calling them every 6 weeks asking when are you going to get that contract with HBO and Cinemax. They kept saying we are still negotiating. I found out **** bought out HBO and Cinemax and DirectTV who is Dish competitor and that Dish is never going to get that HBO and Cinemax contract. I called Dish and told them and I am no longer interested in their service because I like HBO and Cinemax and I can't have that the way it was when I signed that 2 year agreement. They are charging me a termination fee of $342.89. I payed for the service I was using and I do not owe Dish a *****. They sent my information to a debt collector. They are going to hurt my credit score. Please help me resolve.

  Business response

  07/21/2021

  July 21, 2021
  
  
  
  Ms. Haimwatti SueGreenberg
  ****************************************
  
  Re:          BBB Complaint #********
                  8255909617450736-3741041
  
  Dear **********************:
  
  On July 19, 2021, wereceived your complaint, dated July 18, 2021, filed with the Better BusinessBureau.
  
  You indicated that youhave been a DISH Network customer for about three years. You stated that about18 months ago, you signed a two-year contract and you enjoyed the service until theprogramming changed, causing you to lose access to HBO and Cinemax about eightmonths ago. You said that you made several calls regarding the loss of thesechannels and you were informed that negotiations were ongoing. Because you werenot able to receive the channels that were available when you agreed to thecommitment, you decided to cancel your service. You indicated that you paid for the service you used, but you aredisputing an early termination fee of $342.89 that was applied to your account and sent to a debt collector.
  
  When we spoke by phone,I informed you that a review of your account reveals that your service wasactivated on February 26, 2015. As of November 1, 2018, HBO and Cinemax were nolonger available through DISH Network.
  
  I reviewed your callfrom May 24, 2020, at which time you inquired about the status of HBO andCinemax. You were informed by the agent that both channels were unavailable.
  
  OnJune 21, 2020, you agreed to an equipment upgrade which required a new 24-monthterm commitment (copy enclosed). Per our customer agreement, we may add,delete, rearrange and/or change any and all programming packages and otherservices that we offer, as well as the price and fees related to suchprogramming, programming packages and services, at any time without limitation,during any term commitment period to which the customer agreed. As such, weconsider your contract to be valid.
  
  When your account wasdisconnected on May 26, 2021, your account balance was $187.02, which includedyour early termination fee of $260.00. On June 4, 2021, we received a returnedpayment in the amount of $135.87 and a $20.00 returned payment fee was alsoapplied to your account. Your current account balance is $342.89.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday -Friday 7:00 AM - 3:30 PM
  **************
  
  Enclosure
  
  cc:           ****** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
                  DavidLaslo
  
  

  Customer response

  07/22/2021

   
  Complaint: 15667913
  
  I am rejecting this response because:

  Attached is a copy of my drivers license and legal signature. I spoke with a dish employee yesterday. She started the conversation by saying the lady I signed the agreement with explained the terms of the contract. THAT IS A BIG LIE. When I signed that agreement, I spoke with a gentleman from ***** with an ****** accent. I had a hard time understanding him and had to keep asking him to repeat he was saying. There was no paper contract and was done over the phone. No paper contract was ever emailed or mailed to me for signing. Because if there was, I would have signed it as Haimwatti *********, which is my legal name for signing contracts and legal documents. ************************* is not my legal name, it is used for signing things that are not legally binding like a contract. I have never seen this dish agreement until yesterday. Regarding the dish equipment upgrade, the Dish old equipment was not working very well. I called and complained.

   

  They said they understand and I needed to upgrade to newer equipment. No one said anything about another new contract again. The tech had me sign some paperwork for the new equipment he installed. That is the signature ************************* and took and put on the contract. My signature is large and the one on the contract is scaled down. It is evident that this signature has been manipulated with software.

  
  Sincerely,
  
  Haimwatti *********

  Business response

  07/29/2021

  July 29, 2021
  
  
  
  Ms. Haimwatti SueGreenberg
  ****************************************
  
  Re:          BBB Complaint #********
                  8255909617450736-3741905
  
  Dear **********************:
  
  On July 27, 2021, wereceived your rebuttal, dated July 22, 2021, filed with the Better BusinessBureau (BBB).
  
  You indicated that thesignature on the document provided with our initial response has beenmanipulated. You also said that there was not a paper contract, as thetransaction was completed over the phone.
  
  When I contacted you byphone, you refused to further discuss this issue and stated that you willcommunicate with the BBB.
  
  Please note that thesignature that is gathered is not on a paper document--it is on an electronictablet.  The electronic stylus used withthe tablet may not track as quickly as a pen and the signature may lookdistorted.  The copy that you received ************ of the information from the electronic tablet.
  
  In addition to thecommitment that you signed on June 21, 2020, a review of your call from October25, 2020, reveals that you accepted the Price Lock Offer. You agreed to thisoffer via our automated phone system, which informed you that you were enteringa 24-month commitment, and required you to enter your security code forconfirmation.
  
  Asyou were informed in our initial response, your commitment is considered validand your current account balance is $342.89.
  
  If there are furtherquestions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  
  ***********************
  Corporate Case Manager
  Executive EscalationsTeam
  DISH Network, L.L.C.
  Phone Hours: Monday -Friday 7:00 AM - 3:30 PM
  **************
  
  cc:           ****** / ******* Better BusinessBureau
                  **************************************************************************************************************************************************************************
  
                  DavidLaslo
  
  

  Customer response

  08/02/2021

   
  Complaint: 15667913
  
  I am rejecting this response because: When I spoke with ***********************, she said I have your signature and not a security code. Once again, she is lying. I did enter that security code which is not a legal signature like she claimed. I only agreed to the terms knowing I will get HBO and Cinemax very soon like they promised. That promise is dead and they don't have my legal signature to hold me to their terms. I want HBO and Cinemax like they promised and then I will come back to DISH.
  

  
  Sincerely,
  
  Haimwatti *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩