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, LLC (Central Florida)

  12315 W Colonial Dr Winter Garden, FL 34787

• 

  Dish TV

  1348 Main Street Tell City, IN 47586

• 

  Dish Network Service Corporation

  217 Fisherville Rd Concord, NH 03303

• 

  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:08/16/2022

  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.

  At 12:13 pm today I called Dish to inquire why our electronic payment in the month of August was $181.82 as opposed to $133.36 in the month of July; a difference of $48.46. The customer service rep I spoke with *** explained to me that our trial period pricing on Showtime had expired and that our new bill would be the $181.82. I asked her to please remove Showtime as we dont need it she replied no problem your new bill will be $155.00. I asked her to please explain to me that if Showtime was the problem and we removed it why was my bill not going down the complete difference of $48.46 to which she replied oh youll have to change your channel package if you want a lower rate. I said NO THANK YOU thats how we ended ** in this mess to start with! I had asked her 3-4 times over the course of this 18 minute conversation if she could issue a credit for ($26.82) for the month of August as the debit was so recent and there was NO advance notification clearly she had ignored all of these requests! She wanted to know if there was anything else she could do for me I said well you could answer my question regarding the credit to which she replied what credit? After repeating myself she said oh no I dont have that authority I said please transfer me to someone who has that authority. Well the next seven minutes I spent on the phone with ***** were a complete waste and dare I say at least Cha was polite and sweet while ***** was just a complete jerk who was extremely rude to me and spoke to me as if I was a complete idiotI think its utterly ridiculous that these companies are allowed to change pricing and then tell you to change your channel package if youre not happy! Where does it stop?!!!

  Business Response

  Date: 09/02/2022

  September 1, 2022
  
  
  
  *****************************
  13109 *****************.
  *************, ** 85375
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 17, 2022, we received your complaint, dated August 16, 2022, filed with the Better Business Bureau.
  
  You said you received incorrect information regarding your DISH Network balance. You stated that your monthly rate increased without notice and you were told it was due to the ending of a Showtime promotion. You said you received no notice of the increase, and you requested a refund.
  
  When we spoke, I informed you that I reviewed your calls to us. I found that on August 16, 2022, you were correctly advised, more than once, that the change you made to your programming package on July 2, 2022,from the Flex Pack to ************ Top 120, along with the ending of the Showtime promotion, resulted in your increased rate. As you had already been billed for June 17, 2022, to July 16, 2022, prorated credits and charges applied to your account, bringing your July 2022 balance to $181.82 for service from July 2, 2022, to August 16, 2022. Please note that when you upgraded your package, the difference in rate was disclosed and the bill to which you referred is the notice of your balance due.
  
  I found that the agent acknowledged each request you made for a credit and answered that the account is not eligible. I also found that you told the agent she did not have the authority to apply an adjustment, which is incorrect.
  
  As your balance increased due to you upgrading your programming package, we are unable to provide you with an adjustment or refund.
  
  In reviewing your calls, I found that our agents provided the correct information in a professional manner, a courtesy that was not returned to them.
  
  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
  
  *********************

• Initial Complaint

  Date:08/16/2022

  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.

  When my 2 year contract was over I received an offer in the mail for a $400 gift card from master card. When I called to inquire about resigning up through Dish I was told that they would honor the promotion and for me to follow up with the companies rewards department. I called them to get the gift card and was told that I didn't qualify. Maybe a month or two later I received another promotion offer in the mail and I read the fine print that basically said I did qualify and I called and told them and they said all they could do was give me a one time credit of $100. I then received the same offer a few days ago and called to see if I can get the promotion or even the remainder of the $400 which would be $300 credited to my account and when I spoke with the supervisor she told me that those promotions don't come from Dish but come from 3rd party affiliated with Dish and even tried to make it seem like Dish has no control over the promotions. When I asked her about why would they have Dish's number ************** on the promo if it wasn't from Dish she said that I was automatically transferred to Dish because I had an account which is a lie that is a Dish number I have the call recorded also as they claim to record call too.

  Business Response

  Date: 09/12/2022

  September 9, 2022
  
  
  
  ***************** Reddick         
  3043 *********************.
  ******,** 29536
  
  Re:          BBB Complaint #********
                  **************** ************
  
  Dear ******************:
  
  On August 17, 2022, we received your complaint, dated August 17, 2022, filed with the Better Business Bureau.
  
  You stated that you received an offer in the mail for a $400.00 gift card and called in to sign up for service. You were initially told we would honor the offer and then told it was only for new customers. You received another offer in the mail and claim it states it is a new, existing and former customer offer, but you were advised when you called in that it is a third-party offer not sent by us.
  
  When we spoke on September 9, 2022, I explained that there are offers generated by both DISH Network and our third-party resellers. All of those offers stipulate that they are for qualified new customers. I advised you that I would issue a one-month service credit and waive your early termination fee. You accepted this resolution.
  
  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:08/16/2022

  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.

  Went to boost store. They had promotion to get an iPhone ** 2nd generation for $20 if you switch from another carrier to Boost. So I switched my ******* to boost, and halfway through the porting process, I asked the worker that a am getting the ** and that he heard me correctly? He said its to late and he cant switch out the porting process to the ** and I had to use my current phone. He said when I get home to call boost and because Im a brand new customer theyd take care of me. Well its the opposite. After hours on the phone and chats, being transferred 5 times, they wont give me the promotion because now im already an existing customer. Yea Ive existed for a week only because I thought Id be getting the iPhone ** for $20. They will not work with me at all. Neither will the store. I wouldve never switched if I didnt get this promotion. I want the iPhone ** for $20 as advertised in the store counter. One lady on the phone even told me to switch back to ******* then back to boost to get the deal. Im not going through that hassle and ******* would then charge me for another month.

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  
  
  **************************;             
  204 **********************************.
  **********, ** 60940
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ******************:
  
  On August 17, 2022, we received your complaint, dated August 16, 2022, filed with the Better Business Bureau.
  
  You said you went to a ************ store to receive an offer to get an iPhone SE for $20.00. The store employee did not use the promotion and advised you to contact us directly to get it. We then told you nothing could be done.
  
  When we spoke on September 13, 2022, you stated you canceled your account and you now want a refund. I informed you that I would request a $50.00 refund. Please allow **** 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 Escalations Team
  ************
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *****************************

• Initial Complaint

  Date:08/16/2022

  Type:Delivery 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 have been getting charged for services I did not order since October 12, 2021 they're telling me they will only credit me for one month since they've been charging me for something I didn't order for so long I guess that's what paperless ******** for I did not order that service I don't want to pay for it because I didn't order it I know how to use the remote I didn't accidentally order it

  Business Response

  Date: 08/29/2022

  August 27, 2022
  
  
  
  
  *****************************
  PO Box 914
  Laurel, ** 59044
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ******************:
  
  On August 17, 2022, we received your complaint, dated August 16, 2022, filed with the Better Business Bureau.
  
  You said you were charged for the Kid's Pack since October 12, 2021. You indicated that you did not authorize the pack to be added,so you requested compensation.
  
  When we spoke, I advised you that the call from October 12, 2022, was reviewed. During the call, you had your packages changed to reduce your monthly cost, and you requested that cartoon channels be kept on your lineup. I informed you that an $18.00 courtesy credit was applied on August 16, 2022. I offered you a $32.00 credit in the interest of customer service, and you accepted the offer.
  
  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
  
  *********************

• Initial Complaint

  Date:08/16/2022

  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.

  In 2019 I moved into new home. I contacted dish and had them install satellite service. When asked about paperless billing I chose to receive a bill through the mail in order to have a hard copy for my records. After the first 2 Bill's I never received another through the postal service. Since my wife had been taking care of the Bill's I assumed she was getting them and just filling them after payment. I started doing the bills recently and noted I had only 2 paper Bills since 2019. Over 3 years!!! So I get online to try and find out what is going on. While looking through their info I notice that it may take them up to 10 days to process a mailed in payment. Sort of slow if you ask me but ok. Then I find out that they send they send bill out on the 12th of each month with a due date of the 27th of each month. So that gives 5 days for me to receive and send the bill back with payment. And up to 10 days for them to process it, nice they give themselves twice as long to move my payment from a envelope to the computer but only 5 days to send it across the country. Anyway today is the 16th and yet again there is no bill. So again I have to call and make a payment over the phone. Today the young lady I spoke with informed me that the bill was being processed to be mailed after I enlighten her that I had not received a paper bill for over 3 years. Matter of fact the 3rd bill I should have gotten never arrived and we ended up having to pay 2 months at the same time as well as a added late fee. I think this company needs to send paper bill out more than 15 days before due date or in my case it seems 9 days before due date since as of this morning it was being processed for mail. This seems to me as a company trying to ensure that they can charge customers a late fee every month. Had my wife not signed up for auto pay we would have been charged a late fee every month for over 3 and a half years since that is how long it been since we have received a bill. Seems very shady

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  
  
  *****************************
  7400 County Road 350
  *******, ** 76432
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 17, 2022, we received your complaint, dated August 16, 2022, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with the mailing of your DISH Network bill.
  
  Your billing statements are generated and mailed on the 12th of each month with a due date 15 days later.Once it leaves our facility, we have no control over the speed and/or accuracy of the **** mail delivery system, and we are not responsible for late or missed payments as a result of delayed mail. There is nothing we are able to do on our end to have your bills delivered sooner.
  
  I reviewed your account and found no recent late/missed payments.
  
  Please note there are quicker and easier ways to pay your bill. I have listed those options below:
  
  -Call in to our automated quick-pay hotline at ****************
  -Text Pay Bill to *****
  -Use the MyDISH App
  -From the Main Menu on your receiver, select My Account and then follow the steps to pay your bill
  
  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: 08/25/2022

   
  Complaint: 17722717
  
  I am rejecting this response because: I understand once a bill is mailed the company is no longer responsible. Anyone would would know that the said **********; never got mailed in over 3 years. The reason my account was paid on time was wife signed up for auto pay in order to avoid late payments like the one we received after only 3 months with dish. Once she signed up for auto pay dish failed to EVER AGAIN send a statement via mail as we had requested. To me this shows poor communication as well as goes against the customer's wishes. Anyone would expect that out of about 36 bills that at least one would have made it to my home had they actually been mailed. For none to reach me shows that none ever got mailed. That is the company's fault. 

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

   

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  
  
  *****************************
  7400 County Road 350
  *******, ** 76432
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear **************:
  
  On August 31, 2022, we received your rebuttal, dated August 31, 2022, filed with the Better Business Bureau.
  
  You stated that you have not received a paper bill by mail in over three years and your account was only paid on time due to your wife enrolling in automatic payments. You said that out of over 36 monthly bills, you have not received any by mail.
  
  A review of the account reveals that upon activation, you enrolled in paperless billing; therefore, your billing statements were sent electronically. The paperless billing option remained active on your account until August 5, 2022, at which time the paperless billing and automatic payment options were removed, per your request.
  
  We have sent out one billing statement (copy enclosed) since receiving your request to discontinue paperless billing. This statement was mailed on August 12, 2022 (the same day that it was created).
  
  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
  
                  *********************

  Customer Answer

  Date: 09/06/2022

   
  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:08/15/2022

  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 have DISH Network as my TV provider. DISH Network carries the Pac 12 National Channel. DISH does not carry the six regional channels. However, until 2/1/2016 Pac 12 provided access to all 7 channels (national and 6 regional channel via web streaming) to DISH customers.There are various press releases by the Pac 12 confirming this as well as a video on the Pac 12 site where commissioner ********************* is confirming this.Since DISH signed on in September 2012 this was the program offered by Pac 12. Without any notice on 2/1/2016 Pac 12 changed the rules and will no longer offer access to the Pac 12 regional channels. This change makes it difficult to watch Pac 12 sports because if it is not on the national network DISH customers cannot see the local events.Pac 12 blames the change on DISH, but this is just not true if you read the Pac 12 press releases and watch the Pac 12 video interview of *********************.

  Business Response

  Date: 08/25/2022

  August 24, 2022
  
  
  
  Mr. *********************************
  1431 *************.
  ***********, ** 97034
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear Mr. **************** August 23, 2022, we received your complaint, dated August 22, 2022, filed with the Better Business Bureau.
  
  You stated that you wanted online access to the six Regional Sport Networks provided by the Pac-12 conference, as you had from September 2012 through January 2016.
  
  The Regional Sports Network (RSN) model is fundamentally broken. At DISH TV and ********* we love sports and we love sports fans, but we have to think of all customers. Each contract cycle, the price for RSNs goes up, but only a small fraction of our customers watches those channels to any meaningful degree. We want to carry these sports channels so fans can watch the games, but at a fair price and using a fair model. We believe it is no longer reasonable to include regional sports networks in our core packages because of the ever-increasing rates its owner continues to demand. Instead of continuing to support the broken model, we propose a change: to offer our customers the sports they want on an a la carte basis, similar to premium channels like Starz or Showtime. The RSNs would determine the price customers pay for a la carte channels. With this updated model, no customer would be forced to pay for RSNs they do not watch.
  
  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
  
                  *********************

• Initial Complaint

  Date:08/15/2022

  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.

  I would like to begin by stating that I am an 84 year old widow who has been living on my own for 2 years now. I have also had a surgery that affects the way I speak. My trouble with Dish began when my husband passed away on April 25, 2019. I had called to have them remove my deceased husbands name from the bill. My speech problem was causing a lot of communication errors on their end and I could hardly understand the representative as they had an accent too. They could not just simply remove his name and continue the same contract. For some awful reason the representative decided to close that account and open a whole new account which caused me to be brought into a new contract with added fees and length of time. I did not approve of this change and tried to have them correct the error with no resolve. I continued to use their service and had it turned on and off when I was staying in ***** for the winter. On June 22, 2022 I had sold my winter home and finalized the transaction. Upon leaving *****, **. on June 22nd I called into the company to inform them that I was done with the service and wanted to fully cancel my subscription. I again suffered communication problems with the representative which does not make things any easier nor does it make me feel confident in our conversation. I did not intend on using Dish at any time in the future. I have the receiver and remote control that they requested back as well. The company representative assured me that all the account issues were closed and they would send me a box to return the receiver and remote control. I went on assuming that this matter was handled correctly and professionally. Then around the beginning of July I received another bill! I have no idea why I was still receiving invoices from them. I ended up paying the $150+ charges and then received another bill this month!I have decided that this can not go on any longer. This company has rudely overcharged me on various opportunities.

  Business Response

  Date: 09/06/2022

  September 6, 2022
  
  
  
  *****************************
  356 State Route 108
  *******, ** 62560
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ********************:
  
  On August 17, 2022, we received your correspondence, dated August 15, 2022, filed with the Better Business Bureau.
  
  You said you were required to open a new account after your husband passed. You also said your account was not disconnected when you requested it to be and you were overcharged.
  
  When we spoke, I explained that DISH Network accounts are linked to the Social Security Number of the account holder. As such, we are unable to remove or replace the account holder.
  
  I also explained that you contacted us on June 25, 2022, requesting to have your account canceled on June 29, 2022. The agent you spoke with set your account to disconnect on June 29, 2022, but your son contacted us because you were not receiving local channels. The agent he spoke with explained that he would have to cancel the future-dated disconnection in order to add local channels and that he would need to call back to re-add the disconnection request, to which he agreed.  We received no further calls until July 23, 2022.
  
  I backdated your billing to June 29, 2022, and refunded you $70.14. I also noted that you paid your final bill twice, so we refunded the second payment as well. As we discussed, your account is disconnected and at a zero balance.
  
  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
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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.

  On or about July 15, 2022 I received a bill from Dish Network for the amount of ******. I called Dish and was informed that events had been charged to my bill. I was told that the charges were made directly from my remote. As I researched the charges did come from my remote control in another area of the house. I was shocked as I made sure that I had placed parental security on all of the tvs in the house. I have never in the years of having Dish ordered any movie or event. A couple of years ago, however a similar incident occurred, costing me over ******. It was discovered that a family member visiting did order movies. From that point on I installed the parental protection and all its features, in addition Dish agreed that they would not allow any movies to be ordered unless I called Dish network directly. In November 2021 when I returned to my home, after a house fire and my services were reestablished. I installed parental protection on all of the televisions. The issue I believe happened after having multiple dish technician come to my home to make repairs that had not been completed correctly. Each time a repair person came to my home and made repairs my television settings were deleted and I was not informed that I needed to reset the parental protection. Hence I have been charged with a bill of ****** dating back to March of 2022. Additionally, Dish Network failed to keep their agreement by not allowing any movies or "events" to be charged to my account unless it was called in. I paid in July ****** of this bill and thought I had an agreement to pay ****** per month until it was cleared and again dish network is saying that they are not aware of this and that I need to pay over ****** to keep the services turn on.

  Business Response

  Date: 08/31/2022

  August 27, 2022
  
  
  
  *******************************
  3082 ************.
  *******, ** 38118
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ****************:
  
  On August 17, 2022, we received your complaint, dated August 15, 2022, filed with the Better Business Bureau.
  
  You said you were charged for Pay-Per-View (PPV) events you did not order. You indicated this happened to you in October 2021, and you were informed that the option to order PPV events was blocked.You mentioned you had parental locks set up on all receivers until you had one of them replaced. You requested these PPV events be waived. 
  
  As it is necessary to set up parental blocks on each receiver, new parental blocks needed to be established when you had the new receiver installed. 
  
  Please be advised there is a two-step authorization in order to rent PPV events through the remote controls, and all PPV charges are valid. We do not have any records on file where the option to block PPV events was established. 
  
  Our records indicate that a recurring $50.00 credit was offered to you for 12 months ($600.00 value) when you called on July 15, 2022, which you accepted. Additionally, the option to purchase PPV events through the remote control has been disabled. Please be advised that it will be necessary to call in to order PPV events from here onward. 
  
  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
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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.

  On July 1, 2022, I had Spectrum installed for TV, phone and internet. After that installation I called **** to cancel my service for TV with them. I was told I was paid up until July 4th so since I didn't have to cancel yet to call back on the 4th. I did call back on the 4th and spoke with a female who kept trying to talk me out of discontinuing ****. I kept saying that I wanted to cancel **** services and I thought they would just honor this request without arguing the situation but that did not happen. She then came up with an idea of "a pause of 3 months with a charge of $5/month" Originally I said no but then finally agreed after continual pressure from this woman. I then was sent to an automated system. By this time I was extremely frustrated and hung up. I heard nothing more from **** until a week ago when I received an email that I owed for 2 months, July and August. So I called and was sent to this same woman and told her I was not going to pay for 2 months when I had not used the services. I was then sent to another person, a Male and I said the same to him that I had not received any **** services in July or August and did not feel I owed any money. I was then sent to another person, another Male who told me that my services were never "officially" canceled because I ended up hanging up on the call of the 4th. He then went on to say that since **** did not officially say my services were canceled they weren't. I told him I still was not going to pay for services I have not used. I still keep getting bills in the mail and in an email saying I owe for these 2 months.

  Business Response

  Date: 08/22/2022

  August 19, 2022
  
  
  
  ***************************
  32 *****************.
  ********, ** 13074
  
  Re:          BBB Complaint #********
                  **************** - ************
  
  Dear ******************:
  
  On August 17, 2022, we received your complaint, dated August 15, 2022, filed with the Better Business Bureau.
  
  You stated that you put your account on pause, but the account was never paused. You then received a bill for two months of service that you say you did not use. You requested that we waive your remaining account balance.
  
  When we spoke by phone today, I advised you that a review of your call from July 4, 2022, shows that you hung up prior to accepting the conditions of the ******************* I advised you why we provide these disclosures and that we cannot place an account on pause until these conditions are accepted. Nevertheless, I have waived your account balance of $128.64 in the interest of customer service.
  
  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
  M-F 8:00-4:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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 have contact Dish Network Satellite three differ times to cancel my service and have ask to be send a box to return the equipment. I have been told that the box is on its way for over three weeks now and were informed that if the equipment isnt returned that Ill be charged over $350. I feel like they are intentionally holding back the box as I have to wait for RMA to return the equipment. I am trying to be proactive with this return with no success. *** also been told that a confirmation email will be sent after each call as well and still nothing.

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  
  
  
  **************************
  10406 *********., Apt. 110
  **********,** 40223
  
  Re:          BBB Complaint #******** 
                  **************** - *************
  
  Dear **************:
  
  On August 17, 2022, we received your complaint, dated August 15, 2022, filed with the Better Business Bureau.
  
  You said you made three separate requests to cancel your DISH Network service and to have an equipment return kit sent to you, but after three weeks, the kit was still not delivered.
  
  On September 1, 2022, I sent an email explaining that a review of your account records found that you called on July 20, 2022, to request the cancellation of your service and the equipment return kit. On July 28, 2022, you called to inquire about the equipment return kit and you were informed that your account was still open.
  
  You responded to my email by stating that all you need at this time is to verify your account has a zero balance, and I verified that your current account balance is $0.00.
  
  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
  
                  *****************************

  Customer Answer

  Date: 09/03/2022

   
  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,
  
  ***********************