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Business Profile

Cable TVs

DISH Network, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

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

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    Customer Complaints Summary

    • 5,005 total complaints in the last 3 years.
    • 752 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Enrolled in a plan as they had the neon channel after cancelling direct tv because they no longer carried nesn. For a period of 5 or 6 months they did not carry *** due to contract negotiations and these were the only two channels we ever watched. After being thoroughly disgusted we put dish on pause and went to ********** which was great. I called to cancel dish and was told I had to pay $360 within 20 days to buy out contract. The contract had the previous channels. There was no option to pay in payments and customer service was very rude and offered no compromise.

      Business Response

      Date: 09/09/2022

      September 9, 2022



      *************************
      801 Main St., Apt. 2
      ******, ** 04294

      Re:BBB Complaint #********
      8255909206581701 - ************

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

      On August 17, 2022, we received your complaint, dated August 13, 2022, filed with the Better Business Bureau.

      You stated that you canceled your service due to the removal of NESN and your local *** station. You expressed concern that you were charged a $360.00 early termination fee.

      My attempts to contact you at ************** on September 8 and 9, 2022, were unsuccessful, but I left a voice message with my contact information. 

      We continue to invest in your service and technology to make improvements and provide you with the best TV viewing experience at the best value. However, the price that we pay for programming continues to rise. In fact, the fastest growing cost we and all other TV providers have is driven by the cost we pay the programmers, including your local channels ***** CBS, FOX, and ***) and regional sports programming. We will continue to work hard for fair deals with these programmers to keep channel costs and the price you pay as low as possible.

      As an exception, I credited the $360.00 early termination fee charged to your account and I submitted a $360.00 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
      DISH Network L.L.C. 
      Hours: Mon-Fri 8:00 am to 4:30 pm MT
      **************

      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210

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

    • Initial Complaint

      Date:08/12/2022

      Type:Order Issues
      Status:
      Answered
      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.
      ******** came to our door to sell internet. They offered Dish as the cable option and we signed up with the understanding that we could cancel at any time. Not true, we're in a contract. They installed all equip (4 rooms) plus the roof satellite with ease. Told us we had the latest versions of all electronic devices. We started using the service and it literally errored and froze multiple times daily almost immediately. We called and wasted hours of our life we'll never get back to try and troubleshoot on the phone with no success, so they came out. The man was there for over 3 hours! He replaced every single piece of equipment and said we had all outdated equipment (2 versions old). Mind you, we just signed up a month or 2 prior to this repair visit. He also had to install all new software. 3 hours! It was excessive, uncomfortable and we had to cancel obligations to stay at the house. Not the repair guy's fault. He was great. Do not hold this against him. Worked for a few days and back to the same freezing and erroring. Got so bad we started taking pictures of the errors and called many times with no luck of a fix. We asked to cancel and they said we we will be charged a cancellation fee because of breach of contract. I am not in breach of contract because they are in a contract as well. I was not sold the product as "contracted" so I wish to cancel without fee and receive my money back. We have spent hours on the phone with CS who refuses to do anything to assist. No compromise-just a hard 'no...pay us...we can't help you'. We ask for a supervisor call back and call back is to the wrong phone #, leave 3 messages within a few hours in one day so they don't have to call back saying we don't respond. They have their equipment back, yet I received a bill for all of it in addition to the cancellation fee and a past due bill. I will not pay any of this and I need help to clear up this matter. Thank you for your help.

      Business Response

      Date: 08/22/2022

      August 18, 2022




      Mr. ***********************
      2 ***************.
      ************, ** 62025

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

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

      On August 15, 2022, we received your complaint, dated August 12,2022, filed with the Better Business Bureau.

      You said that you subscribed to DISH Network when a ******** sales representative visited your residence to offer internet service with the understanding that you could cancel at any time. However, after the service was installed, you began to experience issues causing the picture to freeze frequently. When you requested to cancel your service, you were informed of the Early Termination Fee (***). You requested the *** is waived and a refund issued.

      When we spoke on August 18, 2022, I informed you that you subscribed to your DISH Network service through a third-party retailer, Caliber Smart. I also advised you that the satellite dish remains with the residence,and it is not our policy to remove them. I offered to waive the full balance of $437.39, but the satellite dish will not be removed and no refund is warranted.You accepted this resolution.

      Our records show that all leased equipment has been returned.

      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:08/11/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Im an active duty member serving in ************* Army since 2007. In 2019 I relocated from **************************, ******** to ***************************, ****** on military orders. I scheduled Dish Network transfer as soon as I will receive housing in ******, which usually takes 3-6 weeks upon arrival. Meanwhile my family and I was living in the hotel, I was receiving threats from Dish that I missed my installation appointments even tho I had no house to install it in yet. After multiple attempts from Dish to charge me and intimidate me with cancellation fees, I told Dish that I would no longer like to be their customer. Threatening calls continued and now my account has been sent to collections. I would like Dish to resolve this issue as I was advised to contact JAG since my rights have been violated

      Business Response

      Date: 08/29/2022

      August 27, 2022




      *****************************
      823 **********.
      ********, ** *****

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

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

      On August 15, 2022, we received your complaint, dated August 11, 2022, filed with the Better Business Bureau.

      You said you moved in 2019 due to military orders. You indicated you had a pending move order set up, yet it was never completed. You mentioned that you disconnected your account and were assessed a cancellation fee. You expressed concern with the customer service you experienced. You requested your balance be expunged and the incident be removed from your credit report.

      When we spoke, I informed you that a credit has been issued to bring your account to a zero balance in the interest of customer service.Additionally, I have asked the collection agency to close the account in their system and ensure it is removed from your credit file. Please allow up to eight weeks for the bureaus to reflect any updates.

      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
      Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
      **************

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

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

      Customer Answer

      Date: 08/30/2022

       
      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:08/11/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Dish is claiming I did send them my dish stuff back and I did and they want me to pay

      Business Response

      Date: 08/29/2022

      August 27, 2022



      ***********************
      43 *****************************************.
      ***********, ** 39470

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

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

      On August 15, 2022, we received your complaint, dated August 11, 2022, filed with the Better Business Bureau.

      You said you were charged unreturned unreturned equipment fees; yet, you indicated you returned the equipment. 

      When we spoke, I informed you that all leased equipment was returned on June 23, 2022, and no fees were charged. A review of the call from May 19, 2022, showed that you agreed to the Preferred Customer Offer and a new ******** commitment. The current balance on your account consists of $426.06 for a valid early termination fee, equipment return fee and service rendered to the disconnection date.

      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: Tuesday through Saturday 8:00 am - 4:30 pm MT
      **************

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

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

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Dish network purchased Republic Wireless this spring. I was a Republic Wireless customer with two accounts, mine with telephone # ************** and my wife's whose number is **************. I had prepaid my account with Republic Wireless on a yearly plan. I cancelled my service and was promised a refund of $325.78. I waited a month for the refund to my credit card but it didn't show up. I called the service ***** on June 15 and spoke with ******. She said that she issued a ticket, #******, and told me that the refund would be credited to my credit card in 3-6 business days.I have received my credit card statement for July and there was no credit issued.Please help to resolve the $325.78 balance due me. ***********************

      Business Response

      Date: 08/29/2022

      August 27, 2022




      ***************************
      7179 ****************.
      *******, ** 24018

      Re:          BBB Complaint #********
                      A00129477 - ************

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

      On August 15, 2022, we received your complaint, dated August 11, 2022, filed with the Better Business Bureau.

      You said you disconnected your account with a $325.78 credit balance. You indicated you were promised a refund yet you have not received it. 

      I issued two refunds for $114.50 and $210.60, in the interest of customer service. Please allow up to 19 business days for processing. Your accounts are now at a zero balance.

      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
      Republic Wireless
      Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
      **************

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

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

      Customer Answer

      Date: 08/30/2022

       
      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:08/11/2022

      Type:Order Issues
      Status:
      Answered
      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 a Dish Network customer for around a decade, account *******************. When our contract was up in May, I called to see the options to continue. The woman I spoke to said we could continue with the same service for the same price including all taxes and fees ($61) if we signed a contract for two years. I said that would be fine.She transferred the call to someone else, to firm the details of the new contract. The next person said the rate was not what she said but $84 per month, or $23 per month above what she quoted. I said this was not what I was offered. Then I was transferred to two more people, each of whom said the package cost a different amount (one said $71 per month and the other $67 a month). None of these were what I was offered on the phone initially.I put the account on pause to resolve the issue, and expected a call from Dish. I heard nothing back from them.I called Dish again this week and thought all was resolved, as the agent apologized and said **** would honor the offer they made, $61.69 a month for 2 years. I accepted and it was added in the system. Then I log in to my account and see it's not $61.69 but $75 per month. I call Dish again. The agent said they will review the tape of the conversation when the $61.69 offer was made. They reviewed the call and the agent told me, "Yes, she offered you $61.69. I am sorry, but we cannot honor it." This bait and switch occured two times, with two different Dish agents. I cancelled the service with them until this is resolved.

      Business Response

      Date: 08/19/2022

      August 16, 2022



      *********************************
      550 **** 104, Condominio Maranelo, Apt. 413
      ********, ** 00682

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

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

      On August 15, 2022, we received your complaint, dated August 11, 2022, filed with the Better Business Bureau.

      You said you were offered the same monthly rate that you received for the last two years; however, on subsequent calls, you were told you could not receive that rate. You also expressed concern about the level of customer service you received.

      A review of our records indicate that you contacted Mr.********************* on our Executive Escalations Team. On August 11, 2022, ************** advised you that the rate you requested was not something we could honor, and you disconnected your account.

      I reviewed your calls from May 11, 2022, and found no offer such as you describe. The initial agent you spoke with advised you that she would transfer you to an Account Specialist in order to discuss your rate. She provided no quote nor made any offer to keep the same rate for another two years. For all subsequent calls, you reported that you were offered the same rate for another two years, and you declined all other offers that day. The rates were different between agents because, as you escalated and maintained that you were offered the same rate, you spoke with different agents with different tools at their disposal. Throughout your calls, you said you recorded the call in question and were reading from a transcript. However, the offer you claimed you were reading from your transcript was never made.

      You opted to pause your service for three months after speaking with several agents.

      On August 5, 2022, you contacted us repeating the same claim. You also insisted that your charges for pausing your service be credited. Agents attempted to get the rate based purely on your allegation. On that day, one agent, based on your allegations, erroneously offered you a monthly $25.00 credit and our Price Lock Promotion. As these offers cannot be stacked, the $25.00 credit was removed from your account by our system.  ************** addressed the agents mistake internally with her management.

      Please note that the 24-month commitment to which you agreed on August 5, 2022, was waived on August11, 2022.

      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.
      Monday to Friday 6:00-2:30 PM MT
      **************

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

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

      Customer Answer

      Date: 08/20/2022

      Dear *** and Dish,

      Complaint: 17704622

      After filing this *** complaint, I received a call from a Dish agent named *****************************. She confirmed that Dish employees make offers to customers that the company cannot honor. When I asked for more context about my situation, ******** said she listened to the call recordings. She could not answer my questions about the recordings, and later admitted she did not listen to them.

      She said Dish could offer me a price of $61.69 for 12 months. I said I would consider this for the time being, but I am still pursuing this issue with the authorities, since the two offers I accepted were for 24 months, not 12.

      After I said I would take the 12 months while still pursuing the complaints, she said that if I accept the offer, the price would increase. It would not be $61.69 for 12 months. When I asked why she said "$61.69 for 12 months" if the price will not be $61.69 for 12 months. She said it was company policy to raise prices in this way.

      This is the third occasion that a Dish employee quoted an amount to me, and after I accepted it, the price was changed. This is a bait-and-switch.

      I am rejecting this because, 1) like ********** remarks, what you claim does not correspond to what was said in the phone calls, and 2) what Dish has done (offering a price and then changing if after a customer has accepted it) is not ethical or legal. I have recordings of the calls. 

      Sincerely,

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

      Business Response

      Date: 08/29/2022

      August 29, 2022



      *********************************
      550 ****. 104, Condominio Maranelo, Apt. 413
      ********, ** 00682

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

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

      On August 26, 2022, we received your rebuttal, dated August 26, 2022, filed with the Better Business Bureau.

      You maintain that you were promised offers that DISH Network could not honor.

      Please refer to my previous response, wherein I informed you that I reviewed your calls to us. You maintained throughout several calls that you were offered a monthly rate of $61.98 for 24 months, although you were not offered that rate. Our agents, under the impression that you were made this offer, based solely on your assertion, attempted to match it.

      Once again, referring to ********************, she did not make the offer you asserted she made. She explained the same scenario that I did in my previous response. She advised you that an agent erroneously offered to stack two promotions, which cannot be combined. This was, once again, based upon on your assertion that you were offered a monthly rate that you were never offered. As the agent you spoke with on August 5, 2022, was found to have applied promotions that our system and policies do not allow, your 24-month commitment,and associated early termination fee, was waived. Additionally, the agents management was alerted to the situation so they could address this issue with that agent.

      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: 09/02/2022

       Complaint: 17704622

      I am rejecting this response because:

      September 2, 2022

      Dear ****************,

      The agent you spoke with on August 5, 2022, was found to have applied promotions that our system and policies do not allow.

      Thank you for clarifying that Dish refuses to honor the commitment that this agent made with me. The call on August 5, 2022, was not the first time this occurred. It is your responsibility to comply with the commitments that Dish agents make with Dish customers. One instance of this practice could be described as an isolated incident,but this happened three times.

      It is important to note the specific language used in the calls in question. As you claim to have listened to the calls, you would know the words in your recent message, specifically promotionsand stacked, were not used by the agents. (******** did say them, however.) And you would also be aware the price, $61 per month, was confirmed verbally several times by each agent, and it was also confirmed by ********. While the other agents said ***** for two years, ******** said: ***** for twelve months. To me, ********* words mean the following: ***** for twelve months. They do not mean other amounts. This is the purpose of the complaint. I have had a price and terms quoted to me, and after I accepted them, they changed.

      I am rejecting this because I was quoted a price, and after I accepted it, this price was changed. It is your responsibility to honor the prices agents offer and the agreements made with customers.

      Our agents, under the impression that you were made this offer, based solely on your assertion,attempted to match it.

      As you claim to have listened to the calls, this point should be clear: On August 5, 2022, the agent said she listened to the call recording, and since the previous agent me offered ***** for 24 months, she would honor ***** for 24 months. She waived the pause fee for the months in question because the other agent made this error. And then she apologized. I dont know how $***** became another number in your system the first time in May, the second time in August, or the third time, also in August, with ***************** 

      Sincerely,

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

      Sincerely,

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

    • Initial Complaint

      Date:08/11/2022

      Type:Billing Issues
      Status:
      Answered
      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 recently canceled our service effective July 27th 2022. Shipped all equipment back through the *** box Dish sent and instructed us touse, on August 8th and the final bill cleared our account on August 11th 2022. Today I received a regular monthly bill. When I reached out to customer service I was told that paying the final bill authorized them to reactivate our account and there was nothing they can do. I reiterated we have no equipment and had already canceled the service. Our understanding is we paid a final bill and did not authorize them to reactivate the account. I was told again there was nothing they could do claimed it was all on my end.

      Business Response

      Date: 08/22/2022

      August 17, 2022




      ***********************
      12111 ***********.
      *************, ** 98604

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

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

      On August 12, 2022, we received your complaint, dated August 11,2022, filed with the Better Business Bureau.

      You said that you disconnected your account on July 27, 2022, and returned the leased equipment on August 8, 2022. The final payment cleared on August 11, 2022. You expressed concern that you received a new bill and found out your account had been restarted. When you contacted us, you were informed that nothing could be done as the account was restarted on your end.

      I attempted to contact you at the phone numbers and email address we have on file, but the man who answered at the number ending in **** immediately disconnected once I introduced myself.

      A review of your account found a payment was made through your MyDish online account, which posted on August 11, 2022, and your account was restarted. Even though the leased equipment was in route to us, it was not received until August 12, 2022, according to **** therefore, it was still listed as active on the account when the payment was made, which caused your account to restart.

      You spoke with a chat agent after you received notification your account was reactivated, but these agents do not have the ability to disconnect an account, which is why they requested that you contact customer service.

      I can confirm that your account is disconnected and has no balance. I apologize for any inconvenience this has caused. 

      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:08/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      About 4 months ago I spoke with a Dish representative on a 3 way call with my brother. My brother asked me to get Dish for him because his credit was not good. He told me although it was in my name hed keep up the payments. The dish rep took my info and told me I would not have to pay any upfront costs because my credit was good and told us hed schedule the installer to come out to my brothers place. Unfortunately, my brother did not pay for the services so I called on Monday August 8th to discontinue service. I was transferred from one rep to another and told that I had signed a 2 year contract. I told them that I had not signed any contract and would never have gotten their services for 2 years as my brother was only renting his place for one year. I was told that I could pay a $400 discontinuation fee to get out of the contract. The rep kept insisting that anyone over 18 can sign the contract on the day of installation. I told her again, that I signed no contract nor was I told of any 2 year agreement. I looked back in my emails and it specifically states that the person that is the holder of the credit card used to qualify for the service must be present to sign the contract. They never sent me a contract to sign and I am in a completely different state than my brother. They also have my email and phone number on file. Why wouldnt they have emailed me (the account holder) to sign the contract. I would never have signed a 2 year agreement. I dont plan to pay another dime to Dish for services when they refuse to cancel something I asked them to cancel. These are absolute fraudulent practices they are trying to get away with and they need to be stopped.

      Business Response

      Date: 09/02/2022

      September 1, 2022



      ***************************
      3571 ********.
      *********, ** 29715

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

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

      On August 12, 2022, we received your complaint, dated August 10, 2022, filed with the Better Business Bureau.

      You stated that you had not been advised of the early termination fee associated with canceling your account. You requested that we disconnect the service and waive the fees associated with cancellation.

      As I advised you via email, your service commitment was disclosed at the time of sale, in an email sent after signing up for service,and in the service agreement that was signed at the time of installation. However,as a courtesy, I have waived the early termination fee and equipment return fee associated with your account.

      Please call DISH Network customer service to schedule your account disconnection at **************.

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

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

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

      Customer Answer

      Date: 09/02/2022

       
      Complaint: 17700336

      I am rejecting this response because:
      None of this information is true. Although I appreciate that you wont be charging disconnection fees, I was never told anything about a 2 year contract, nor did I sign anything saying I was in a 2 year contract. When I asked for review of the audio recording , I was told it was no longer available. The email sent to me when the installer was coming out stated I must be present to sign because the card holder that qualified for the account must be present to sign. The dish was installed in ******* ** and I live in ********* ** and was not present, so clearly that didnt happen. I never knew anything about the 2 year contract verbiage until I called to cancel. Even after receiving the email yesterday that cancellation fees were being waived, I inquired if the account was closed and was told I still needed to call in for cancellation. I am not going to say that this matter is over because I dont trust that it is. Please dont try to make yourself out as the good guys when I never agreed to any contract for 2 years in the first place. Did you ever think your salesperson may never have brought it up since the recording isnt available to listen to??


      Sincerely,

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

    • Initial Complaint

      Date:08/10/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      7 jun 22 I got DISH Network installed. They claim they sent a promotional $300.00 gift . Never got the card and they said it would ***********-8 weeks for me to get a replacement card . 8 weeks is up and no card. I don't believe they have any intention to send the card. This is a shady company.

      Business Response

      Date: 08/25/2022

      August 17, 2022



      *****************************
      3057 ***********************
      ******, ** 85746

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

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

      On August 12, 2022 we received your complaint, dated August 10, 2022, filed with the Better Business Bureau.

      You stated that you signed up for DISH Network service to receive a $300.00 gift card, but you have not.

      When we spoke by phone today, I advised you that an error with your address is preventing the delivery of your gift card. I offered to correct your address and reissue your gift card, but you advised me that was not necessary, as you were planning on disconnecting your service.

      As a courtesy, I offered to waive your commitment rather than reissue the gift card. You accepted this resolution. Please contact customer service if you decide to cancel your 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, L.L.C.
      M-F 8:00-4:30 pm MT
      **************

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

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

      Customer Answer

      Date: 08/25/2022

       
      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:08/10/2022

      Type:Order Issues
      Status:
      Answered
      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.
      **** is turning my account over to credit collections. Charges are for early disconnection fee. April bill states "perferred customer 2 year offer $69.99" I agreed to that amount and paid it. May bill states "perferred customer 2 year offer $74.99"($79,99 with $5 credit for auto pay) I DID NOT agree to this amount so I cancelled services because there evidently was not agreement for the 2 years for $69.99 therefore no contract as far as I am concerned. I had to pay the May bill at a higher price because it was auto pay but did not want to continue to pay that price as that is not the amount I agreed to. **** is charging me a $214.77 for cancelling my service and said they are turning it over to collections. They keep saying I agreed to $79.99 when I know I didn't because a local company was going to give me TV and internet for that amount and I told them that is who I was going to sign up with and the sells person said wait...let me see what I can do. He added some other discounts and told me I could get it for $69.99 which I agreed to....hence the amount for 2 years for that amount on my April bill. But in May **** is now saying I agreed to $79.99. I believe there was not meeting of the minds as to the amount I would be billed each month for the next two years therefore I don't believe there is a binding contract and I cancelled my service. I don't believe without a confirmed contract that I can be charged an early disconnection fee. I have excellent credit 815 Union and 823 Equifax and I do not wish to have my ratings compromised by DISH sending this to a collection center.

      Business Response

      Date: 08/31/2022

      August 29, 2022



      *************************************
      2425 ***********************************.
      ****, ** 73701

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

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

      On August 12, 2022, we received your complaint, dated August 10, 2022, filed with the Better Business Bureau.

      You disputed the early termination fee applied to your account.  You said you agreed to a monthly rate of $69.99, but you were being charged more.

      When we spoke, I informed you that I reviewed your calls to us and found that, on April 28, 2022, you contacted us because your new customer promotion had ended.  The agent with whom you spoke offered you our Preferred Customer Offer, and quoted you a rate of $79.99 before tax.  The agent provided you our disclosures, which include provisions for a new 24-month commitment and associated early termination fee.  He then transferred you to our automated phone system, where you were again advised that you were agreeing to a new 24-month commitment.  You entered your account PIN to indicate your agreement.

      Additionally, I attempted to explain that you were charged $106.81 on your April 3, 2022 bill because your new customer promotion had ended, but you disputed this information.  As such, enclosed are your April, May and June 2022 bills for your records.  As DISH Network bills ahead for service, your May 2022 bill (being the initial bill under the new promotion)carries two promotional credits for eAutoPay and DVR savings.

      As you agreed to the Preferred Customer Offer and its associated ******** commitment, and as you were correctly quoted your rate, we are unable to waive your early termination fee.

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

      Sincerely,



      *********************
      Sr. Corporate Case Manager
      Executive Escalation Team
      DISH Network, L.L.C.
      Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
      **************

      Enclosure

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

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

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