Complaints

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

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  DISH Network, LLC

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Dish Network

  1285 Joe Battle El Paso, TX 79927

• 

  Dish Network

  287 North Maple Steet Winchester, KY 40391

• 

  Dish Express, Inc

  1101 N Fulton Ave Evansville, IN 47710

• 

  DISH Network, LLC

  3023 Riverwatch Pkwy Ste G Augusta, GA 30907-2016

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:08/30/2022

  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.

  In July 2022, We called Dish Network to have services connected in our new home. Upon calling Dish, we paid around $300 to have services connected and paid for the first month. Upon Installation, the technician said that could not fully hook up our services. He hooked up one TV & then wrote instructions on a piece of paper on how to connect the rest of the TV's. Within the first 48 hours, we started having problems. Our remote would not work. We called Dish, a technician was sent out who put a 'Antenna' on our box. We were still in the process of moving from another state so the installation issues were placed on the 'back burner'. On August 27th, I received an email stating that my email had been changed. The email stated that the email address was changed to ************************** and if I didn't make this change to call. Upon calling Dish, the phone system has no record of my phone number. Upon being transferred to a representative, I was told that I had a pending installation in Oklahoma on August 28th. This person who was able to access our account was able to change our address, phone number, email address and set up in installation under our account. I spoke with the fraud department who helped me change the *************** cancelled the installation. The next day, I received the SAME EMAIL stating that my email address had once again been changed. I reached back out to the fraud department (which stated they were amazed that this could happen). Once again, I cancel another installation and change all the information back to mine. At this point, I told them I didn't feel comfortable with this account as they had TWICE let a STRANGER into my account & let them change all our details. I was told I would have to pay over $500 to cancel the service. I would NOT BE CANCELLING if Dish had done their job & installed the equipment correctly & kept my account secure. The representatives failed. I should not have to pay for ****'s Negligence.

  Business Response

  Date: 09/19/2022

  September 17, 2022
  
  
  
  Mr.*********************
  101 *******************.
  ********,** 31046
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 31, 2022, we received your complaint, dated August 30, 2022, filed with the Better Business Bureau.
  
  You indicated that you activated DISH Network service in July 2022, but upon installation, the service was not fully installed and you began experiencing issues within the first 48 hours. Another technician came to your home and placed an antenna on your receiver. Because you were in the process of moving,the service issues were placed on the back burner at that time. You stated that on August 27, 2022, you received a notification informing you that the e-mail address associated with your account was changed. Upon contacting an agent, you were informed that several pieces of your account information were changed and an installation was scheduled for a home in Oklahoma. You said that you spoke with an agent from the fraud department and your account was restored to the original state; however, the following day you received another email informing you that your email address was changed once again. As a result, you decided to cancel your service because you did not feel that your personal information was secure. You requested that your early termination fee be waived as you canceled your service to ensure that your personal information remains secure.
  
  When I spoke with your wife, ********************************, by phone, I informed her that a review of your account confirmed that your information was changed in error in August 2022. As a result, in the interest of customer service, I have waived your early termination fee and account balance.
  
  You will receive shipping labels to return the leased equipment (receivers and remotes only). Please return the equipment within thirty days of disconnection to avoid unreturned equipment charges.
  
  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
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ********************************************************************************************************************************************************* 80210
  
                  *********************

  Customer Answer

  Date: 09/19/2022

   
  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. I appreciate your prompt response & resolution to these issues.
  
  Sincerely,
  
  *********************
  

   

• Initial Complaint

  Date:08/29/2022

  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.

  On 8/29/2022 I called to cancel my dish as my 2 yr. Contract was over and my price was increasing up so I was going to another satellite provider. I was connected to ******* in ******* who to get me to stay offered me a 1 yr. Contract with a $40.00 deduction or $87.02 a month and agreed to upgrade my ****** also being I was a 5 star customer. I already had an installation date with the new provider but he told me to ****** the litagations this company was involved in. I confirmed with him that this was only going to be a 1 yr. Contract he confirmed. I cancelled with the other company called back 2 hrs. Later of course not connected to ******* and was told that they wouldn't give me the ****** 3 without a 2 yr. Contract. I want what I was told by *******. I put up with you taking away *** then CBS during football season without anything from you but sorry. Now your trying to s**** me again.

  Customer Answer

  Date: 09/01/2022

  This complaint has been resolved.  Thank you.

• Initial Complaint

  Date:08/29/2022

  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 left Dish network after over two years because of them removing channels constantly and especially channels of the local pro teams. That was June 28. they told me i would owe 25 dollars and to wait for the bill. I tried to get online about two weeks later but they had closed the account so i couldn't log in to see the exact amount and pay. I still havent received a bill from dish but i have been put in collections. When i got the collection notice i went to my credit union bill pay and immediately sent out a payment. I tried to contact both Dish and the collection company ********************************* and tried my best to let them know I had paid through bill pay. At no point did they seem to accept this solution and refused to acknowledge it. I have serious concern about Dish doing this and have been told by many people dish punishes people who leave them so i am concerned and want this scrubed from my credit report because they failed to provide me the correct information at all untill they put it in collections

  Business Response

  Date: 09/23/2022

  September 22, 2022
  
  
  
  ***************************
  65 *********.
  ********, ** 16059
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 30, 2022, we received your complaint, dated August 29, 2022, filed with the Better Business Bureau.
  
  You said you disconnected your DISH Network account and you were advised that you had a balance due. You said you were told to wait for a bill,but you did not receive one and could not access your online account. You disputed your balance being sent to collections and requested to have this item removed from your credit file.
  
  I attempted to contact you at ************** on September 22, 2022. I also emailed you at ****************** You responded to my email, and I provided you our response.
  
  As I informed you, I reviewed your calls to us and found that the agent with whom you spoke on June 28, 2022, provided you with your balance due. She never advised you to wait for a bill. Our records also show that we sent you a bill at ***************** on June 30, 2022, and July 30, 2022. As your balance remained unpaid, your account was referred for collection on August 9, 2022.Your payment was received on August 31, 2022, and now your account has a zero balance.
  
  Please note that if the collections company reported this item to your credit, it will be marked as paid. As this item was correctly reported as unpaid, and as you were aware of your balance but did not pay it in a timely manner, we are unable to request that they remove this item.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  DISH Network, L.L.C.
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
  *********************

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17794519
  
  I am rejecting this response because: of the fact that this person was rude and refused to accept that i may not have received the so called billing and still waiting. Frankly this person was extremely rude and for a 25 dollar bill, makes one feel that the customer should be punished under all circumstances. 

  I have had problems with dish before but this person by far the most inhumane. Glad they are gone.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/29/2022

  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.

  Elderly parents ordered *************** with a sound bar. The sound bar is not working and 2 ************ technicians were sent out and could not get it repaired. They have tried for over a week repeatedly to return the equipment and cannot get Dish to send a prepaid shipping label. I called and was on with two different customer service reps for over an hour. Emails with./ labels are not working and links to verify email are expired. Poor customer service. Returning equipment should not be this difficult and should not require an online account. My elderly parents like most do not use email and do not use online accounts or printers. Repeated calls daily have not resolved the issue and the return window is closing. My parents are owed $200 for the sound bar. Dish Network is scamming people.

  Business Response

  Date: 09/19/2022

  September 17, 2022
  
  
  
  
  *****************************
  35 **********.
  ******, ** 27501
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ****************:
  
  On August 30, 2022, we received your complaint, dated August 29, 2022, filed with the Better Business Bureau.
  
  You said your parents purchased a soundbar that was not working. You stated that they requested to return the product, yet they have not received a return label. You expressed concern with the customer service they experienced.
  
  When I spoke with your mother, *****************************, she said she had received the return label and sent the soundbar back to DISH Network. I confirmed with her that the shipment arrived at our warehouse on August 6, 2022, via *** Tracking #1z2r88619091232759. I issued a $225.00 refund and a $35.95 credit in the interest of customer service. She said she considers the matter resolved.
  
  We strive to provide excellent service and we regret that your parents 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: Tuesday Saturday, 8:00 am 4:30 pm MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  *********************************., #***
                  ******,** 80210
  
  *********************

• Initial Complaint

  Date:08/29/2022

  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.

  I signed up with DISH after being a long-time customer of DIRECTV. Upon signing up with DISH I was told by the representative that being I have been approved for the top-level programming I will receive several promotional items one was a gift card of $300.00, a credit to my account for the ******, and a promotional movie channel for 3 months if I choose to keep the channel in question it would be an extra $5.00 a month. I still have not received my gift card and when I talked to the customer after speaking to 3 different representatives who did nothing but put me on hold and then come back and tell me I need to call infinity when I call infinity I get the same runaround after the 3rd person I just hung up the phone. I should have stayed with DIRECTV as they did honor their promotions when offered and did not get the run around on the phone. I am surely weighing in heavily on canceling this service with DISH's poor customer service and failure to uphold its promises of its promotions.

  Business Response

  Date: 09/14/2022

  September 12, 2022
  
  
  
  
  Mr. *************************
  1231 *****************.
  *******, ** 76226
  
  Re:          BBB Complaint #******** 
                  **************** - ************
  
  Dear **************:
  
  On August 30, 2022, we received your complaint, dated August 29,2022, filed with the Better Business Bureau.
  
  You said that when you agreed to subscribe to DISH Network satellite television service you were promised a $300.00 gift card, but you have not yet received it.
  
  When we spoke on September 12, 2022, I explained that you subscribed for service through the ******************** (ISG), which is an independently owned and operated retailer. Although they are authorized to sell DISH Network products and services, they also have the authority to create and manage their own promotional program independently.
  
  I offered to reach out to ISG and work toward getting the gift card issued, but this could take a substantial amount of time. Alternatively, I could apply a one-time credit of $300.00 to your account in lieu of the gift card. You accepted the credit. I immediately applied the credit 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: 8:00 am-4:30 pm MT (M-F)
  **************
  
  cc:           ****** /******* Better Business Bureau
                  ******************************************************************************************************************************************************* 80210
  
                  *****************************

• Initial Complaint

  Date:08/29/2022

  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.

  Whenever it rains, light or heavy i lose channels. Ive reported this before but nothing happened. Well I called qgain and q technican came out last Tuesday and said I needed a new box. Called on Thursday to see when it would be here and they said the technican said there was no problem. They gave me a $24 credit. Big deal. I called again on Friday and I had less channels. They set up a time today, Monday. They said they could only give me a 2 cent credit since since I already had a credit. Told them what they could do with their 2 cent credit. So the technican is suppose to come today. *** told them several times I dont get off work until 3. They set up a time at 1:45-2:30. Called them to tell them I dont get off of work until 3. They told me to keep it or change it. So I took vacation to cover the 2 hours I would miss cuz of dish. Well then I get another email saying it would be 1-2:15 the technican would he here. So I called again around 2:15 so where the technician was. Dish now said it would be 5:30-6 the technican would be here. NO ONE TOLD ME OR EMAILED ME. I COULD HAVE STAYED AT WORK AND NOT USED MY VACATION ON DISH!!!! I had to go for 4 days with barely any channels cuz the technican lied. Now I used my vacation and sitting here waiting for someone to show up. I hate dish!!!!!

  Business Response

  Date: 09/19/2022

  September 17, 2022
  
  
  
  *************************
  652 ****************.
  *******, ** 51458
  
  Re:          BBB Complaint # ********
                  **************** - ************
  
  Dear ******************:
  
  On August 30, 2022, we received your complaint, dated August 29, 2022, filed with the Better Business Bureau.
  
  You said you have experienced weather-related signal issues. You scheduled a technician visit. It was determined that you needed a new receiver, and you were provided a $24.00 credit for the time you were without service. The following day, you had access to fewer channels and you called in and scheduled a follow-up technician visit.It was scheduled between 1:45 pm-2:30 pm, but you dont get off work until 3:00 pm; therefore, you were forced to leave work and use vacation time to meet the technician;however, the technician failed to arrive at the scheduled time and you were told he would now arrive between 5:30 pm-6:00 pm. You expressed your frustration at the appointment fluctuation, the fact that you have now been without service for several days and that you had to use your vacation time to meet the technician.
  
  When we spoke by phone, I informed you that we appreciate your feedback and your concerns will be shared internally with the appropriate personnel. In the interest of customer service, I offered you a credit for a month of service,which you accepted as a resolution. 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:08/28/2022

  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 had dish for around 4 years our contract ended 2 years ago . We got tired of them always raising the monthly bill so in May I told them to turn it off they said ok after a week they still didnt s*** it off so I called again they said we owed ***** I said no I told you to shut it off Im not paying so they did and then they sent the ridiculous 54 dollars ti my husbands credit report . For a stupid 54 dollar charge now his credit is ruined. There crooks and will never do business with them again . Take his name off the credit report his name is *****************************.

  Business Response

  Date: 09/21/2022

  September 20, 2022
  
  
  
  
  **********************************
  305 *********.
  ***************, ** 87002
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ********************:
  
  On August 29, 2022, we received your complaint, dated August 28, 2022, filed with the Better Business Bureau.
  
  You stated that in May 2022, you called to cancel service, but after a week had passed, it was still active. You said you then received a call informing you that you owed $54.00, which was sent to collections. You mentioned the account is in the name of ******************************
  
  I attempted to contact you at the phone numbers and email address we have on file, but I did not receive a reply to either message.
  
  A review of the account finds that you called on March 1, 2022, because service had been interrupted for nonpayment. The agent closed the account during the call and informed you that a final bill would be available within 72 hours.
  
  Since the account is in Mr. ********* name alone, I recommend that he contact the collection agency it has been placed with, **********************************, at ****************.
  
  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:08/27/2022

  Type:Sales and Advertising 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 man knocked on my door a little over a month ago trying to talk us into switching from direct tv to dish. After 3 hours and a bunch of empty promises we switched. This is what we were told. Our bill would never be over $136.00, we would have exactly the same channels we had with direct so nothing would change other then us saving money, We would get HBO, showtime, and stars free for 3 months, we could record up to 16 shows at once, and we would get a pre paid Mastercard with $400 just for switching. This is what we actually got. About 1/2 the channels we used to have, did not get the paid channels free for 3 months just $5 off HBO for 3 months and dont even have stars. I can only record 3 shows at a time, the Mastercard thing was just a flat out lie, and I just got our first full bill ( the entire month) and its $218.00. So Im now paying more a month for about 1/2 the channels. The service cuts in and out all the time. Once we realized we had been lied to I immediately called and politely asked to cancel explaining we had been lied to. I believe my first phone call to them was less then 10 days after we got service. I was told multiple times but multiple people to bad. I was in a 2 year contract and there was nothing I could do about it. In order to get out of the contract I only had 24 hours to cancel. I explained that I didnt even know I had been scammed 24 hours out. It wasnt until I actually had time to look at all the channels and get used to the new set up did I discover I had been lied to. I called immediately after I realized we did not get what we were told we would be getting and not even close. I also asked about the $400 Mastercard and apparently that deal was only good if u switched to dish some other way other then the way I did. SCAM!!!!!What they did should be against the law and at the very least its unethical. People need to know what DISH is doing to get new customers.

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  
  
  
  ***************************
  221 ************.
  **********, ** 74601
  
  Re:          BBB Complaint #******** 
                  **************** - ************
  
  Dear **************:
  
  On August 29, 2022, we received your complaint, dated August 27,2022, filed with the Better Business Bureau.
  
  You said that you were misled about the price and programming you would receive when you agreed to our service. You also said that you were promised a $400.00 gift card you did not receive.
  
  I attempted to contact you at the email address and phone number we have on file on August 30 and 31, 2022, but I did not receive a reply to either message.
  
  A review of your account found that your monthly rate increased because you canceled automatic payment through your online account. By doing so, the $5.00 monthly credit you were receiving was removed.
  
  You subscribed for service through a third-party retailer, Caliber Smart, which is an independently owned and operated business. Although they are licensed to sell DISH Network products and services, they set their own policies and procedures, including promotions such as gift cards.
  
  Nonetheless, as a courtesy, I released you from the 24-month commitment you agreed to on July 15, 2022. You may cancel your service at any time without penalty.
  
  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:08/26/2022

  Type:Customer Service 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.

  Signed up with dish with the deal that I get dish anywhere. Worked for two months then they upgraded their system and my receivers didnt work with it anymore. Tried to charge me $100 to upgrade my receiver. **************** rep was rude and didnt care one bit when I said Ill just but out the contact and cancel. Which is what Im gonna do at this point.

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  
  
  ****************************
  319 *******************.
  ********,** 30241
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 29, 2022, we received your complaint, dated August 26, 2022, filed with the Better Business Bureau.
  
  You indicated that you were initially able to access DISH Anywhere when your service was activated; however, after two months, due to an upgrade, your leased equipment was no longer able to access this feature. Upon contacting an agent, you were told that you would be charged $100.00 to upgrade your receiver.
  
  My attempts to contact you at ************** on September 1 and 2, 2022, 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 account reveals that on August 31, 2022, you spoke to an agent who was able to waive the fee in order to provide you with an upgrade at no cost. A technician visit is scheduled for September 6, 2022, to install the upgraded equipment.
  
  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
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ********************************************************************************************************************************************************* 80210
  
                  *********************

• Initial Complaint

  Date:08/26/2022

  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 recently signed up online for service and I chose the best option available for the ******. I thought I was getting the advertised ****** with 16 tuners. The ****** How to on my service goes on and on about this feature. I couldn't find the 16 tuners so I did the chat and I was told I did not have the ****** that does that. That it was an additional charge. This was the entire reason I switched to Dish back to Dish. I left Dish in the past due to the not being able to record what I wanted when I wanted. I didn't even have the option to select it so I thought I was getting the newest technology. The chat agent told me to call this number *************), but I get put on hold until I eventually hang up.I'm not sure how you sign up for service and don't get the newest equipment that's been advertised. This is false advertisement. The cost of the ****** I have is not worth the monthly cost of it. The ****** that can record 16 shows would be.

  Business Response

  Date: 09/21/2022

  September 21, 2022
  
  
  
  *********************************
  110 *************.
  ******, ** 30115
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ********************:
  
  On August 29, 2022, we received your complaint, dated August 26, 2022, filed with the Better Business Bureau.
  
  You stated that you signed up for DISH Network service online and the offer you selected was for a receiver that provided 16 tuners. After your installation, you found that the equipment you received only provided three tuners.  You requested to have your receiver replaced with the one that provides 16 tuners.
  
  My attempt to speak with you today was unsuccessful, but I left a voice message requesting that you contact me.
  
  After reviewing our online offers, the Smart DVR listed states having the ability to record up to ***** hours of content, and with this device, you have the ability to build a large library of favorites. Additional offer details are then listed below, explaining that upfront fees may apply.
  
  Once you decide to checkout, the page displays the equipment and fees. The order you selected was for a ****** 2 DVR (three tuners) for no upfront cost. If the ****** 3 DVR (16 tuners) were selected, the upfront cost of this receiver would have been $150.00. Please note that the monthly cost for either receiver is the same.
  
  As a courtesy, I am willing to schedule an appointment to install the ****** 3 at no upfront cost. Please return my call if you are interested in this offer.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Manager - Retention Operations
  Executive Escalation Team
  DISH Network, L.L.C.
  Hours:  8:00 am 4:30 pm MST
  **************
  
  cc:           ****** /******* Better Business Bureau
                  ************************************************************************************************************************************************************

  Customer Answer

  Date: 09/21/2022

   
  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.  I spoke with ***** and he resolved this.  He referenced upfront fees in his response, but it says "upfront fees based on credit qualification".  It's confusing esp since my credit score is excellent.  I wasn't even given the option to select which ****** I got on checkout so I thought I was getting the advertised one.  If I had the option and saw an upfront fee, I wouldn't have bought the service.  Also, on the individual packages page, there is no mention of costs or upfront fees.  This is where I selected my offer from.  I attached a screenshot showing there is no notation next to the record up to 16 shows.  
  
  Sincerely,
  
  *****************************