Business Profile

Sales

Caliber Smart

Complaints

This profile includes complaints for Caliber Smart's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Caliber Dish Network rep sold and setup our new account. Took gift card info and entered into our setup to recieve our $400.00 Card. He told us we would recieve a email after 1 or 2 billing cycles to tell us about how to redeem our card. After 3 billing cycles I have talked to 5 different people and lied to by some of them about a gift card. No gift card is showing up on our account. We sent copies of the gift card info to the office in rexburg, idaho on 12/23/24. We were told that they would start the card process when the recieved it. Called today 01/03/25 and nothing has been on it and was transferred 3 times and called 2 additional numbers given by them to the correct dept but wasnt. Talked to 5 different people today and just got a runaround. The name put on the account by the rep was phillips not allen which is the correct name. Corrected the name on our account with Dish. Don't have the reps name that came to our home in Galesburg, Il. Will have to fill out a complaint with the state if we can't resolve it.
Business Response
Date: 01/06/2025
I have reviewed the account and show several calls made to our team on 12/18/2024, 01/02/2025 (2 calls that day), and 01/03/2025. **** was told to send us a copy of the gift card flyer they received. We received a copy of the flyer on 01/02/2025. The customer was told that day, and on 01/03/2025 that the gift card offer was submitted to Dish Network, and that the gift card would be sent within 4-6 weeks. While Caliber sold the initial account, Dish Network handles the fulfillment of the gift card. We received the following response from Dish Network on 01/04/2025:
Reply from Dish:
"Thank you for your patience. We have confirmed that the offer has been honored manually and the customer should expect to see the corresponding billing, and should expect the gift card to arrive within 4-6 weeks. If you have any questions please reach out to Retail Services at ###-###-####. Have a great day!"
If there are further questions about the fulfillment of the gift card, please contact the Retail Services number in their message.
Customer Answer
Date: 01/06/2025

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
Date:09/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/24: Caliber Smart door-to-door rep, Noah, claimed that he works for both Direct TV and Dish Network. He lied. He then told us that we would be getting a 4K receiver and the same channels we had with a different provider for less money. He lied again. He told me he needed the 4-digit code that had been sent to my email to set up the installation appointment. His entering this 4-digit code was the equivalent of signing a 2-year contract. He was dishonest yet again. 8/27: Dish Network sent technician to install equipment. When I sat down to watch TV several hours after the tech left, I discovered that the wrong receiver (Hopper Sling) was installed. I called Dish Network customer service and was advised that the Hopper 3 (that was falsely promised to us) was considered an upgrade and would cost $150. I was then provided a phone number to contact Caliber Smart directly. I was told nothing could be done over the phone and given an email address to resolve the issue. I gave the company 3 days to respond to email before calling again. 8/30: Upon calling, I was once again given the same email address. I used the word escalation in the subject line for attention. Alex V responded that the issue had been escalated and that I would be contacted. James called that evening and told me the same thing. I gave them the entire week before contacting them again. 9/6: I replied in the email chain to check the status of the issue. 9/9: Alex responded that they are awaiting on the manager rep and they would respond once they'd heard from him. 9/11: I just now called the number from which James called and was told by Palmy that no one from "customer retention" was available and was given a different phone number to call. I want the equipment that the dishonest salesman promised without paying for an upgrade or wasting more of my time. Caliber Smart needs to fix this issue, especially since they were provided proof, and *then* deal with their employees. Or are they as dishonest as Noah?
Business Response
Date: 09/12/2024
Hi *****,
We can't do the upgrade as that has to come directly through Dish Network, however, we will send you a check for $150 so that you can get the upgraded equipment. The check will be sent via FedEx, with the following tracking number: ************
Thank you
Customer Answer
Date: 09/13/2024

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,

***** ********************
Customer Answer
Date: 09/16/2024

Complaint: ********

I am rejecting this response because:

This complaint was supposed to have been closed because I accepted the resolution presented by Caliber Smart. They have not yet resolved the matter. I received an envelope from them via Fed-Ex, but there was no check for $150 in the envelope. It was completely empty.

Thank you for your time and attention.

Sincerely,

***** ********************
Business Response
Date: 09/18/2024
*****, I am sorry that there was an error in getting your check sent. I have been working our accounting team to get a new check issued, and getting it sent to you. The new tracking number for FedEx is ************.
Initial Complaint
Date:09/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 13, 2024, a sales rep knocked on my back door offering dish network services. I requested his badge for identification. He presented the badge from Caliber Communications and gave me his cell number of 801-722-8409. He proceeded to tell me that if I switched to Dish I would get a $500 gift card and also save money on my monthly bill. After listening to his sales pitch, and verifying he was an actual salesman, I agreed to the deal. A few days later the new satellite services were installed and everything seemed fine. Several weeks later, I still had not received the gift card that was promised. I called Caliber Communications to inquire about the gift card, and at that point I was told that I was not due a gift card, and that gift cards were given out at random, and only if you had a promotion code. I am still not sure what they mean by "random gift cards" as I could not get any clarification on that response from them. They refused to do anything more, saying that I must have misunderstood the salesman, and that I must have something in writing stating that I would get a gift card. I absolutely did NOT misunderstand the salesman, as I have spoken with neighbors who signed up and they verified they were promised a gift card as well and have never received it. I have tried for several weeks to contact the sales rep at the number he gave me, and he never answers any call, and I have tried calling from different numbers just to see if I could get him to answer. This company is selling services and is just straight out lying to people to get their business. The company phone number for caliber smart is 877-207-3474.
Business Response
Date: 09/09/2024
Jennifer has called into our customer service team and was told that if she has documentation of the gift card promise, we can process this request. I do not show that any documentation was sent in. If Jennifer has documentation of the $500 gift card, please have that sent in.

Customer Answer
Date: 09/11/2024

Complaint: 22238021

I am rejecting this response because: The salesman verbally offered the $500 gift card. This was not part of a promotion with a code that I received in the mail. The Caliber Smart Salesman knocked on my door, offered me a TV package cheaper than what I was currently paying to DirecTV, and verbally promised the gift card at that time. I was told I would receive the gift card in a few weeks. This salesman left me a cell number to call if I had any questions, and he will not answer any calls. This is nothing but fraud. There was no misunderstanding on my part as he deceived several of my neighbors as well. I am asking for what I was promised at the time of the agreement.

Sincerely,

Jennifer Massey
Initial Complaint
Date:08/26/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 19, 2024 we signed up with a ***resentative of Caliber Smart for ******* services. As part of the deal, the **** promised we would receive a Mastercard gift card. He was to send us a form to fill out to get the card. We never received the form or heard from the *** again. We contacted ******* and they said because we signed up through a third party (Caliber Smart) we needed to contact them. We called on several occasions but never spoke to a person. We were put on hold for very long times until out of frustration we just hung up. Could you please help us get the Mastercard gift card that we were promised.Thank you for your help.
Business Response
Date: 08/27/2024
Hello ******,
Can you let me know how much the gift card was for? Do you still have a copy of the paper with the gift card offer?
Thank you
Customer Answer
Date: 08/28/2024

Complaint: 22197411

I am rejecting this response because:
I believe the amount was $100. We never received the form from the representative to fill out, therefore we can't say for sure what amount was on the form. The BBB said to not include any personal information but we have the **** name if we would be allowed to send it. I'm sure he would be able to tell you the correct amount of the gift card in question.

Sincerely,

*********************
Business Response
Date: 08/28/2024
Hi ******,
Thank you for letting me know the total of the gift card. I will be sending you a check for $100 to cover the cost of the promised gift card. This will be sent to you via ****** Here is the tracking number: 778247027073
Thank you!

Customer Answer
Date: 08/29/2024

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
Date:04/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 11, 2024, ***** with Caliber Smart knocked on our door selling Dish Network with a guaranteed pre paid gift card for $500 within 14 days if we agreed to switch services. We asked for his credentials which he showed and he also gave us his phone number. Dish Network was installed a few days later but we did not receive the $500 gift card. We texted ***** the situation and he told us we would have to sign up to autopay (a detail he failed to mention) and we would receive the gift card within 14 days. We still have not received it. We have called. Dish Network and texted and called ***** numerous times but he will not answer. I think we have been duped by this company just because we are senior citizens.
Business Response
Date: 04/12/2024
I have contacted Dish Network as the gift card will be sent to the customer by their company, and they have provided the following information about this issue:
You will be eligible for the Gift Card after 31 days of DISHTV service, payment of your first bill, and validation of a
recent DirecTV satellite bill with the same name or address as your DISH Service. After you are eligible, you will also
need to redeem the gift card offer online. You will receive an email with full instructions on how to submit your DirecTV
bill and how to redeem the gift card offer to the email you provided us today. After redemption, your gift card will be
shipped to the billing address you provided and will arrive in 4 to 6 weeks. Your gift card will not be delivered by the
technician. DISH is not responsible for any lost or stolen gift cards. For instructions on how to redeem your gift card or
any gift card related questions, please visit mydish.com/giftcardhelp.
Please follow the steps provided to take advantage of the offer you received upon switching from your previous provider to Dish Network. If you have any other questions about this or any other issues with your Dish account, contact them at ************.
Customer Answer
Date: 04/14/2024

Better Business Bureau:

This is not what was promised. Four to six weeks after we wait the initial 31 days is a far cry from 14 days and I called Dish and they said that the gift card was only $300not $500. We also talked to the technician and he offered to pay the $200 difference out of his own pocket but we do not want this young man to do that so I guess we will accept the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to usbut we would suggest that this company not do old people this way in the future

Sincerely,

***********************
Initial Complaint
Date:01/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9-25-23 we had a sales rep knock on our door advocating us to switch our satellite service from Direct TV to Dish. As part of the promotion to switch, we were promised a 500.00 prepaid credit card which we would receive in 6-8 weeks. We agreed to switch our service. We still haven’t received the card - even after multiple calls to dish. This morning I heard for the 1st time from dish customer service that the card was to come from Caliber Smart not Dish. After several calls to the number I was given for Caliber Smart by Dish there is no answer other than automated prompts that eventually go to music with no answer. The sales rep that came to our home hand wrote a note with his personal cell number verifying this fact. Of course there is no answer when I call.
Business Response
Date: 01/30/2024
We will be sending the customer a check for $500 in place of unfulfilled gift card promise. The check will be printed today, and postmarked tomorrow. It will be sent via USPS and may take 7-10 business days.
Customer Answer
Date: 01/30/2024

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 - as long as they follow through with this resolution.

Sincerely,

******* ********
Initial Complaint
Date:11/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promised a $500 pre-paid visa gift card for buying their service. Now they tell me that I am not qualified for the gift card. They claim that I need to provide them with a secret code number. I gave that code to their sales /service rep on Sept 12, 2023 and was told I would get the card in 6 to 8 weeks. I never have gotten the card. Because she told me that I was going to receive that card, I did not retain the secret code.
Business Response
Date: 12/21/2023
****** reached out to us on 11/09/2023 and was told to send us a copy of the front and back of the flyer he got for the $500 gift card offer. We have not received that as of yet. If he has that, we need him to provide this as requested so we can get this resolved for him.
Customer Answer
Date: 12/21/2023

Complaint: ********

I am rejecting this response because: as I stated earlier, I gave code number to their rep on sept 8 and was told I was approved and would receive the gift card in 8 weeks or less so, I did not retain the requested card any longer.

Sincerely,

***** *****
Business Response
Date: 01/30/2024
We will be sending the customer a check for $500 in place of unfulfilled gift card promise. The check will be printed today, and postmarked tomorrow. It will be sent via USPS and may take 7-10 business days.
Customer Answer
Date: 01/30/2024

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
Date:10/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August Caliber Smart rep ********************************* came to the house selling ******** When he was here he called and submitted a request for the $500.00 gift card. I over herd them Talking and was told I would receive the gift card within 6 to 8 weeks. It's been 10 weeks and we have not received the $500 gift card . I contacted Dish and they said the third party(Caliber) was to provide it. I thought I was dealing with Dish direct and not a third party. I called Caliber 3 times trying to get info and kept getting transferred back to Dish. I'm just getting a run around. the gift card is one reason I switched from Directv
Business Response
Date: 11/01/2023
To whom it may concern,

Our records indicate that we submitted the offer to Dish Network's gift card team using the offer card the customer provided. The gift card offer code the customer provided was valid and accepted by Dish Network. The code was submitted on August 22. I see that the customer has called in several times about getting an update. He has spoken with Dish Network about this and they continue to transfer him back to us, even though the gift card is approved and sent out by Dish Network, not our company. I have contacted Dish Network to get the reason for the delay. I will follow up with another update when I receive information from Dish Network.
Initial Complaint
Date:10/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were sold a package deal for Dish Network by a pair of youthful salesmen who came to the house, guaranteeing us a price of $69.95/month for a period of 3 years with an agreement of at least a 2 year usage. We were told that we could put the service on pause/vacation when we left the state and resume it on our return as we had been doing with Direct TV.We put the service on hold, paid the $17 fee for 5 months and called to turn the service back on. They informed us that it would be turned back on for full price amounting to $137/month. We reminded them that we had a price agreement for 2 to 3 years and they said that they voided the contract when we put the service on pause/vacation but informed us that we could look for another "promotion". I informed them that I wished to CANCEL our service and they said that if I did, I would owe them $440 for breach of contract. I said: "so you can breach the contract with no consequences when ever you want to, but you're telling me that I'm still obligated to it ? What kind of company employs those kind of business practices ? What I'm asking for is the waiver of the $440 charge, the taxes affiliated with it and the pro-rating of our service from Sept. 22 to Oct. 3, which is all the time the service was on, or 11 days.
Business Response
Date: 12/01/2023
Caliber has not received any calls about this situation, so the information below is indicated in the records from Dish Network.

Upon reviewing records about this account, it looks like the customer called DISH Network a few times since the account was set up. Records indicate that he was told there would be a loss of the price lock promotion if they placed the account on "pause". Records indicate that Dish Network read all of the terms and disclosure, which includes loss of promotional pricing, and this customer accepted the terms. He then called in a few more times about pausing and unpausing the account, and again was read applicable disclosures and agreed to terms. While Caliber did make the sale of this account, we have not communicated with the customer since the sale. All terms and conditions of the account are held between Dish Network and the customer.
Initial Complaint
Date:10/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promised a ****** **** card from caliber smart dish but have yet to receive it. Every time I try to contact them no one ever answers the phone
Business Response
Date: 11/01/2023
To whom it may concern,

Our records indicate that the customer spoke with our *************************** on July 3, 2023. He has not called in since then. The customer was signed up to receive one offer which was where we bought out his previous contract balance; which was applied and delivered on as promised
I do not show that the customer provided us with the Gift Card code he would have received in the mail. I have contacted Dish Network to see if he provided it to them. If the customer is claiming that he did provide us with his Code then I have no record of this. If the customer has the code he can provide it to us and we can apply it to his account.
Customer Answer
Date: 11/14/2023

Complaint: 20698741

I am rejecting this response because: I was mowing my lawn when a gentleman whose name is *********************** approached me and told me that he could save me approximately ***** a month on my satellite TV bill. I told him that I love to watch sports as I am retired and like the *** channel, the big 10 channel and the ************** channel which now have . He told me that I would have these channels and that he would pay up to ****** to cancel my other service plus give me a ****** **** card . I agreed to do so . I no longer have the *** channel, the big 10 channel or ************** channel and I have never received my ****** **** card. I texted ************ and he told me that he had talked to so many people that he really wasn't sure what he told me and I have the text that he sent me stating that. I have tried many times to contact this company and just continue to get told that they will transfer me to the proper people who never answer their phone. I have waited over 20 minutes waiting for them to answer their phone. I have tried to respond to their emails with the information that they say they need to send me my **** card but it never goes through. It cost me ****** to get out of my previous contract and now I am stuck with a contract for 3 years that doesn't have what they promised me . These people have done nothing but lie to me from day one . **************************;
Sincerely,

*****************************
Business Response
Date: 12/06/2023
In reviewing records between the customer and Dish Network, it shows that they offered the customer a courtesy credit to his bill of $250 for missing promotion. The records indicate that he accepted the offer effective 08/19/2023 with the executive escalations team.
Customer Answer
Date: 12/11/2023

Complaint: 20698741

I am rejecting this response because:
Yes , I would like all my channels that I was promised and the ****** **** card That I was promised. It costed me ****** to get out of my contract with directv and the ****** plus the ****** **** card would have covered that . Now I am locked into a 3 year contract that I did not agree to . These people need to make it right . Thank you

Sincerely,

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

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