Business Profile

Cable TVs

DISH Network, LLC

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Complaints

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

Customer Complaints Summary

5,001 total complaints in the last 3 years.
756 complaints closed in the last 12 months.

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Submit a Complaint

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:09/12/2022
Type:Order 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.
The Dish network will not allow for account cancellation ...they require a phone call to the "Dis connect" department ..which after cut offs etc...resulted in me losing 3 hours of work !! and they will not let you cancel online or with a CSR..this is harrassment and a scam...you cant even just send the equipment back after the contract or any other method,,,,this is not acceptable to any consumer or for any businees to be allowed to harrass you in this manner
Business Response
Date: 09/19/2022
September 16, 2022

*************************
43102 *************.
**********, ** 93614

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

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

On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.

You stated that you did not like that we require customers to call in to disconnect their DISH Network service. You requested that we permit disconnection via email or text.

A review of our records indicate that this issue was previously addressed through the ********************************** Enclosed is a copy of our response for your records.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

Enclosure

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

*********************
Initial Complaint
Date:09/12/2022
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 payed dish dish bill but they turned use off for 15 dollars that didn't expect it . When you pay your bill you should not get cut off
Business Response
Date: 10/06/2022
October 5, 2022

*************************
324 ***************.
**********, ** 74601

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

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

On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.

You indicated that you paid your monthly bill, but your service was suspended due to an extra $15.00 you did not expect. You stated that your service should not be shut off when you pay your bill.

I attempted to contact you by phone at ************** on October 3, 2022, but I received a recording stating that the number was not in service. I also sent an email to ******************** with a request that you contact me.

A review of your account reveals that it is pay in advance, which means we require payment in full on or before the due date to avoid service interruption. Our records show that on August 31,2022, we received a payment of $123.47 for the amount due on September 10,2022. Also on August 31, 2022, we received a request to upgrade your package from ************ Top 120 to the Top 120+ and the addition of the Multi-Sport package. As a direct result, prorated charges totaling $15.57 were applied to your account. Because this balance was still outstanding as of September 12,2022, your service was suspended. Per the request of *********************** (the account holder), ************ Top 120 was reinstated and the Multi-Sport package removed. Your service was restored on the same day, once the programming changes were processed and a one-time courtesy credit was applied to your account.

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

Sincerely,

***********************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday -Friday 7:00 AM - 3:30 PM MT
**************

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

                *********************
Initial Complaint
Date:09/11/2022
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.
I scheduled a Dish Satellite installation on 08-22-2022, the tech arrived as schedule an proceeded to check for location and signal strength, he was unable to find a good signal strength for the Dish.he then called in to cancel the installation work order which they did they had already bill my debit card for ***** for the installation fee, when i asked when i may get installation fee return they said up to 7 to 10 business days. I waited the amount of days and no refund. i contacted Dish yesterday about my refund, now they are telling me the fee was for setting up my account and fee not returnable. i have had two different reason for this fee, if they had told me it was a setting up account fee i would not have a problem with it but they did not. I feel they mislead me about the fees.I also think i'm due a refund also the account has been cancel by Dish.
Business Response
Date: 10/06/2022
October 5, 2022

**************************************
7980 **********.
****************, ** 91730

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

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

On September 13, 2022, we received your complaint, dated September 11, 2022, filed with the Better Business Bureau.

You indicated that you scheduled an installation for DISH Network service on August 22, 2022; however, the technician was unable to locate a good signal. As a result, the work order was canceled and the service was not installed. You stated that prior to the technician arriving, you were charged a $49.99 activation fee. You said you were originally told that you would receive a refund within ten days. After not receiving the refund within that time, you contacted another agent and you were told that the fee was an account set-up fee and is non-refundable. You requested that your $49.99 payment be refunded.

When we spoke by phone, I informed you that a review of your account reveals that your service was established through a DISH Network sales partner, ********************, which is an independent company that sets its own business policies and procedures. Because ******************** received the funding for this payment, you will need to contact them directly to request a refund.

We strive to provide excellent 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 Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
**************

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

                *********************
Initial Complaint
Date:09/09/2022
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.
July 8 2022 I called Dish to make a payment of $160 and only authorized 1 time payment of $160 but they charged me 2 times and did a dispute with my bank but Dish network declined the dispute and used the extra $160 to pay off my remaining balance without my knowledge so basically they kept that extra $160 even though I never authorized them to keep or charge me double. I called Dish network and told them that I only authorized them for 1 time payment and to give me back the unauthorized payment they took and they hanged up on me and they also told me I have a credit of $29 after they used my unauthorized 160 for my dish account and they also kept that credit for them.
Business Response
Date: 09/23/2022
September 20, 2022

*******************************
PO Box 9
*****, ** 98921

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

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

On September 13, 2022, we received your complaint, dated September 9, 2022, filed with the Better Business Bureau.

You stated that you paid your early termination fee via phone on July 8, 2022, but you were charged twice for this transaction. You requested that we refund the payment of $160.00 plus $100.00.

When we spoke by phone today, I advised you that as your final account balance had not been paid within 20 days of your disconnection request, your early termination fee was charged to your qualifying card. This is disclosed in DISH Networks residential service agreement. The payment of $160.00 was applied to your final balance, leaving a remaining account credit of $29.22.

I made two offers to resolve this issue. I stated that I was willing to refund your second $160.00 payment. However, I advised you that this would reinstate your account balance of $130.78. My second offer was to refund the final credit balance of $29.22, leaving your account closed and paid in full. You accepted my second offer. I have issued a refund of $29.22 to your payment card; please allow five to seven business days for processing.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

*********************
Customer Answer
Date: 09/23/2022

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:09/09/2022
Type:Order 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.
A dish network customer retention representative made promises that Dish will not honor. I was promised a $113.00 per month invoice, if I signed a 24 mo contract. AND I was also offered, that I could PAUSE my service, and RESTART my service, and still keep all my same discounts on my account. When I called back to confirm the offer, the agent would not honor the previous offer made. Dish agents intially stated that a special employee/department would listen to the original offer recording and get back to me. When I have called Dish to check on status, their representatives tell me, "they are too busy and too understaffed to manage customer accounts, and call back customers, that the customers have to continue to call in to get their account discounts corrected". I am not compensated for managing Dish's business for them.By reviewing my account history, any Dish employee can see how badly I have been treated, how many mistakes Dish has made, and how many credits they have had to give me for over billing & incorrect billing. I want them to listen to the offer recording, and follow thru and give me the deal that was offered. This seems like a classic "bait & switch". No wonder customers are leaving dish in droves.
Business Response
Date: 10/04/2022
October 4, 2022

*************************
13685 ************.
******, ** 95638

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

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

On September 13, 2022, we received your complaint, dated September 10, 2022, filed with the Better Business Bureau.

You said you were promised a monthly rate of $113.00, and that you would be able to keep that price regardless of pausing/restarting your account. You also expressed concern with the customer service you experienced.

When we conversed via email, I informed you that all calls from April 2022 to present have been reviewed and no instance was found wherein you were informed you would retain your promotional rate after DISH Pause was removed or service restored. I advised you that you enrolled into a new Preferred Customer Offer on September 9, 2022, and your monthly rate is currently $114.48.

We strive to provide excellent service and we regret that your experience was unfavorable. DISH Network appreciates your business and we thank you for your continued loyalty.

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

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

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

*********************
Customer Answer
Date: 10/04/2022

Complaint: 18006171

I am rejecting this response because: in the first response received from Dish they state they only had a record of me calling ONE time about my account.
In the second response from Dish, after I enlightened the representative who sent the response to BBB, they state they had reviewed ALL my CALLS, and told me if I wanted to hear the calls I would need a subpoena.
Well what is it? One call or multiple calls?
And if there was no record of their agent promising me I could stop and start my service without losing my discounts, then why would I need a subpoena?
The very fact that they will NOT provide a transcript of the calls, easily proves that the original phone agent did indeed offer me the opportunity to stop and start my service, without loss of discounts, if I wear to sign a contract.
Dish has continued to lie about the events.

Sincerely,

*********************
Initial Complaint
Date:09/09/2022
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.
My service was charged for the period of 7/24/22 to 8/23/22 at the rate of ***** then the following month the original amount of ***** for the period of 7/24/22 - 8/23/22 was credited back on my statement and a higher rate of ***** was charged as well as a new ***** for the current period of 8/24/22 - 9/23/22. Making my new bill for the month 161 bucks. When I called on 9/1/22 and spoke to a representative about them changing the rate for the previous month that was paid already she agreed to give me a one time credit of $35.00 (the difference between the original rate paid for the previous month and the new rate they were recharging it at : ***** - *****). I was told this was credit was applied to my account. Then I was also offered multiple times a new 2 year promo offer to reduce my bill moving forward and was told that the rate moving forward would be a total of $125 with taxes and equipment if I didn't add a new promo. I declined a new 2 year lock. I told her I was cancelling my service soon. I confirmed again that the $35 credit was applied with the rep. I was assured it was and then I said goodbye. I wound up cancelling my service the next day on 9/2. A few days later I called back in to confirm my final bill. I was told that the $35 credit was never applied and that it couldn't be applied now because I had cancelled my account. That they didn't have the ability to credit my account or issue the credit anymore. They said that the notes said the one time credit for the difference in the monthly charge was only offered if I signed up for 2 more years. This is ABSOLUTELY NOT what I was told. I asked them to listen to the recording and was told there was no recording and it wouldn't matter if there was. If your customer service agent says that they issue a credit it needs to actually be issued. I bet if I owed dish $35 bucks they wouldn't accept me saying I couldn't give it to them anymore because my account had been cancelled. UNACCEPTABLE!
Business Response
Date: 10/03/2022
September 29, 2022

************************
304 *********.
*********,** 28574

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

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

On September 13, 2022, we received your complaint, dated September 9, 2022, filed with the Better Business Bureau.

You stated that DISH Network increased your monthly bill by $35.00 from July 2022 to August 2022. When you spoke with a representative regarding this issue, you said she informed you that a credit for the difference of $35.00 would be applied to the account, but it was not done. You then called to discuss the missing credit and you were informed it was contingent upon you renewing your DISH Network service.

When we spoke on September 29, 2022, I explained that the increase was due to a prorated adjustment to your account due to your promotional rate expiring.However, I was able to locate the recorded call from September 1, 2022, and I confirmed that the agent offered the credit without any contingency; therefore, I applied the credit and requested a refund of $51.06 to be issued.

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

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 8:00 am 4:30 pm MT (M-F)
*************

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

                *****************************
Initial Complaint
Date:09/09/2022
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've been with dish for a long time. they keep jacking up their rates, so I came to them to agree to a two-year agreement with penalties involving keeping my "original programming". Instead, they had me on a flex pack which is total garbage, I lost half my programming and didn't realize this until I went back to my Tv guide. We never discussed that this was a flex pack or what I would lose in programming. I mean how do you determine a hundred channel lineup over the phone. I lost all the sports channels and had to pay for fox news, it was a total rigged job, I'm set with another provider, but they are going to charge me $10 a month for cancellation when I should have left back in March. l'm getting some decent programming and for less money from another provider. But DISH deceived me back in March and I have never been happy with the programming and then they tried to raise it again during our agreement. It's like they can raise your rates even though you have an agreement.
Business Response
Date: 09/26/2022
September 21, 2022

Mr. *************************
4208 ***********.
*******, ** 68521

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

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

On September 13, 2022, we received your complaint, dated September 9, 2022, filed with the Better Business Bureau.

You stated that you switched your service plan to our Flexpack, but you canceled the service, as you were unhappy with the programming. You requested that we waive your early termination fee.

When we spoke by phone today, I advised you that this early termination fee was disclosed over the phone at the time you agreed to the price-lock offer. Nevertheless, as a courtesy, I will waive this fee. I advised you that I am unable to waive this fee with an open disconnect request on the account. I will reverse this fee when the disconnection is processed on October 2, 2022.

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.
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

*********************
Customer Answer
Date: 09/26/2022

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:09/09/2022
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.
This is by far a terrible company. I really see why they are losing so many customers. They keep losing channels and have very poor choice compared to competitors, but that is not even the issue. The issue began when I left my summer home to my winter home for a few months. I am not able to have a dish at my winter home so I had dish network out a hold on my account which the representative said would be ok. 2 months after I started getting threatening phone calls from dish stating they were going to disconnect my account and they had been charging me for service, they actually pulled over 400 dollars out of my sons account for a termination charge. I spoke with their Poor customer service multiple times and was told I would need to return the equipment. They even went as far as to send boxes to my home for the equipment. When I got back to my summer home I attempted to turn my service back on and they were going to remove all of the charges which they did not. I paid them close to 350 to get services back on and got a 170 dollar bill literally 2 days later. This company will lose more and more customers the way they conduct business and I hope anyone who is forced to have a dish does not go through the same issues as I am. I am now sitting with no service and then telling me my bill is over 500 dollars.
Business Response
Date: 10/06/2022
October ******************************************************************************************;
2226 *************.
*******,** 49024

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

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

On September 13, 2022, we received your complaint, dated September 9, 2022, filed with the Better Business Bureau.

You stated that you left your summer home for a few months and placed your account on hold. You said that two months later, you started receiving calls from DISH Network stating that the account would be disconnected and that we had collected $400.00 from your sons account for a termination fee. You returned to your summer home and paid $350.00 to get the service turned back on, and then you received a $170.00 bill two days later. You now have no service and you have received a bill for over $500.00.

When we spoke on October 4, 2022, I explained that we had no record of the account being placed on pause in November 2021. On January 22, 2022, the account went into a nonpayment disconnection and it was charged a $400.00 early termination fee. This fee was collected from the credit card you used to initially open and secure your account and the leased equipment. Your son called in on February 11, 2022, disputing the early termination fee, and he restarted your service. The early termination fee was credited and we received a credit card chargeback for the $400.00 payment, causing your account to be placed into another nonpayment disconnection. You then restarted your service on August 13, 2022, and paid the service balance on your account, but this payment did not clear your bank. Your account was then disconnected on August 30, 2022, due to this payment being reversed.

As an exception, I offered to restart your service and bring your account to a zero balance if you would make a $143.93 payment to cover your first months service. You accepted my offer as a resolution to this matter.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
DISH Network L.L.C.
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Initial Complaint
Date:09/09/2022
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 received a flyer in the mail regarding **** Services, the flyer stating that I was already approved for services. I read the fine print before I signed up, this flyer also had a promotion of a $ 400 gift card if you signed up for dish made a payment on account which I did, then within 2 weeks the gift card would be issued. Well I called dish and the representative stated that I would have to have the services for 30 days before gift card would be submitted. This is false advertising from dish, this is the only reason that I signed up. I want the promotion just like it states on the flyer.
Business Response
Date: 10/03/2022
September 29, 2022

******************************************
3612 *************
*************, ** 97603

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

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

On September 12, 2022, we received your complaint, dated September 9, 2022, filed with the Better Business Bureau.

You said you received a flyer stating that you were pre-approved for satellite television service from DISH Network. You also said it included an offer to receive a $400.00 gift card that would be issued two weeks after making a payment. However, when you called to inquire about its status, you were told the account would require 30 days of service before it would be issued.

I attempted to contact you at the phone number and email address we have on file on September 28 and 29, 2022, but I did not receive a reply to my messages.

The flyer states, The prepaid card is eligible for redemption after DISH service has been activated and approximately 2 weeks after first bill has been paid.

It also states to allow four to six weeks after redemption for delivery. There is nothing contained within the flyer that specifically states the gift card will be issued exactly two weeks after the first payment.

Once an account is activated, the first payment is required within fifteen days.Therefore, considering the two-week period after the first payment has been made, the account will have been active for approximately thirty days.

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

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 8:00 am-4:30 pm MT (M-F)
*************

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

                *****************************
Initial Complaint
Date:09/08/2022
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.
SEPTEMBER 6, 2022 DISH NETWORK WAS TO ARRIVE BETWEEN 8/9 OCLOCK THAT MORNING. SHOWED AROUND 12;15 THAT DAY. PERSON DID HIS HOOK UP AND LEFT. TOLD ME TO HANG ONTO BOXES FOR 3 DAYS IN CASE WE DECIDED SERVICE WOULD NOT WORK. THAT NIGHT SET ** ** GARAGE WOULD NOT TURN OFF AND VOLUME NOT WORKING SO LEFT ON ALL NIGHT LONG. NEXT DAY CALLED DISH ON PHONE ABOUNT ONE HOUR DOING THE FUNCTIONS PER DISH AND COULD NOT RESOLVE THE PROBLEM. DISH SAID IT WAS THE ** CO FAULT SO I CALLED THEM AND NO CHANGE GETTING RECEPTION. ASKED DISH TO SEND OUT TECH FOR ASSISTANCE AND TOLD ME NO. YESTERDAY AGAIN ON PHONE LONG TIME AND NO RESULTS AND AGAIN THIS MORNING ON PHONE ASKING TO SEND OUT TECH AND THEY ALWAYS RUN ME THROUGH THE STEPS TO RESOLVE AND I KEEP SAYING NOT WORKING PLEASE GET SOMEONE OUT HER AND NO THEY TELL ME. TODAY I FINALLY GET ** IN SHOP TO WORK NOW HOUSE AND BASEMENT WON'T WORK. WE HAVE MANY DOCTOR VISITS WITH MY SICK HUSBAND HAVING TWO MAJOR SURGERIES IN ONE MONTH. FINALLY REACH THE BREAKING POINT TO DISCONNECT AND THEY SAY NO OR I WILL HAVE TO PAID FOR ENTIRE 24 MONTHS BUT THIS IS DAY 3 OF NEW SERVICE. THEY ARE BEING UNFAIR AND NOT NICE TO DEAL WITH AS A COMPANY. WE HAVE ELITE CREDIT AND NEVER EXPERIENCED SOMETHING SO DIFFICULT. PLEASE LET US OUT OF THIS CONTRACT AS ONLY THE THIRD DAY INTO DISH SERVICE. HAD MEDIIACOM FOR 11 YEARS SO GOING BACK THERE WITH COOPERITIVE PEOPLE. THANK YOU!
Business Response
Date: 09/29/2022
September 27, 2022

****************************
1209 ************.
********,** 50022

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

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

On September 9, 2022, we received your complaint, dated September 8, 2022, filed with the Better Business Bureau.

You indicated that a technician was scheduled to arrive on September 6, 2022,between 8:00am and 9:00am; however, the technician did not arrive until 12:15pm. You stated that once the installation was complete, the technician told you to keep the boxes for three days in case you were not satisfied with the service. That night, you experienced issues with the ** set ** in the garage, and troubleshooting with an agent by phone did not resolve the issue.You requested that another technician be sent out, but you were told that the issue was caused by your **, not the DISH Network receiver. After getting the ** in the shop to work, the **s in the house and basement stopped working. As a result, you canceled your service on day three, but you were then told that you would need to pay for the full 24 months.

My attempts to contact you by phone at ************** were unsuccessful, but I was able to leave a message on each attempt. I also sent an email to *********************** with a request that you contact me.

A review of your sales call from September 1, 2022, reveals that your installation appointment was originally scheduled for September 6, 2022,between 11:00am and 12:00pm. During this conversation, you were informed that you would be bound by this agreement 24 hours after installation, and all disclosures were provided.

In addition, after the installation was complete, you consented to this agreement in writing (copy enclosed).

Because of the review of your account, it has been determined that your early termination fee is valid; nevertheless, in the interest of customer service, I am willing to reduce your early termination fee from $480.00 to $99.00, as your service was only active for a few days. Please contact me directly if you would like to accept this offer.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We strive to provide excellent 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 Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
**************

Enclosure

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

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

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