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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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DISH Network, LLC has 277 locations, listed below.

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    Customer Complaints Summary

    • 5,006 total complaints in the last 3 years.
    • 754 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:08/02/2022

      Type:Customer Service 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.
      On or about July 5,2022, I called them to complain about **** rising.And to informed that I am on disability,and can't afford them any longer (close account). I was told that it could be lowered to $125.39 for the nexr six months ?, I agreed. I also informed them that I had been getting a complete signal loss pop up on the tv screen,they commented that there were probably a tree hanging over the dish. I informed them that there wasn't,this happens nearly everyday ?.And lasts about 3-5 minutes each incident, and sometimes happens three times in an hour ?. STOP these events,and adjust their billing.They just raised my **** $11.64 = BREACH of contract. Iam thinking about not continuing with them after the new year ?,go to analog TV with a dvd/vhs player.

      Business Response

      Date: 08/12/2022

      August 9, 2022



      Mr. ***********************
      18369 *********.
      ***********, ** 95946

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

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

      On August 8, 2022, we received your complaint, dated July 31,2022, filed with the Better Business Bureau.

      You stated that DISH Network has breached your contract by raising your price $11.64 per month. You requested that we eliminate this rate increase.

      When we spoke by phone on August 9, 2022, I advised you that the increase in your monthly rate is due to an incomplete payment received on July 11, 2022. This payment left a balance of $11.64 on your account, which was applied to your most recent statement. Your current monthly rate is currently $125.39. I advised you that with a payment of $137.03 your account will be paid up to date.

      I also advised you that you do not currently have a contract with DISH Network and are not under a price-lock offer.

      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

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

    • Initial Complaint

      Date:08/01/2022

      Type:Product 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 attempted to change the compliment of services 3-4 times. Extremely difficult to get through to any representative. When I did, they were not helpful and generally refused to cancel service. I was finally able to get service cancelled today.This company should be investigated. Their business practices are deplorable.

      Business Response

      Date: 08/22/2022

      August 19, 2022



      ********* *****
      7660 ************
      *****************, ** 32082

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

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

      On August 2, 2022, we received your complaint, dated August 1, 2022, filed with the Better Business Bureau.

      You stated that you tried to change the compliment of services three or four times, and it was extremely difficult to get through to a representative. When you did contact an agent, they generally refused to cancel your service; however, you were able to get the service canceled.

      My attempts to contact you at ************* on August 17 and 19, 2022, were unsuccessful, but I left a voice message with my contact information.

      In reviewing your account, I found two recent call records. The first call was on July 21, 2022, during which you asked what the cost of your service was. Our agent explained the current cost of your service and attempted to get you to our loyalty department to see what offers and promotions were available, but the call dropped. The second call was on August 1, 2022, when you called in to cancel your service. Our retention agent tried to retain your business and offered to place your account on pause while you tried your new service. You declined that offer, and our agent proceeded with disconnecting your service.

      We regret the inconvenience you experienced.

      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:08/01/2022

      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.
      My Step Father ******************* has died . I have been trying to get this service cancelled because my mom cannot afford this service . They keep making me call and put on hold . I just want this service canceled and for the equipment to be picked up or to be able to ship their equipment back .

      Business Response

      Date: 08/12/2022

      August 4, 2022




      Mr. **** Speaks
      5210 *******************.
      ************, ** 27301

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

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

      On August 2, 2022, we received your complaint, dated August 1, 2022,filed with the Better Business Bureau.

      You said you have been trying to close the DISH Network account belonging to your stepfather, ***********************, who has passed away.

      On behalf of DISH Network, please accept my condolences for your loss.

      As stated in the voice message I left on August 4, 2022, a review of Mr. ****** account shows that it was closed on August 3, 2022.

      We will send equipment return boxes to the service address. Please return the leased equipment (receivers and remotes only) within 30 days to avoid unreturned equipment fees.

      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:08/01/2022

      Type:Customer Service 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 a ******* account at my brother's house, which is currently, and has been disconnected for about the past month. I have spoken with several representatives to close the account and not allow him to make payments to restore the account ahd they assure me that it is closed out and no payment will reopen it. However, I go online to see the status of the account, and there are instructions on how to pay and reopen it. The rep kept saying they "shouldn't " be able to make a payment and reopen the account...I want to make payments on the account and close it out. He should not be able to communicate, pay or reopen my account, and I want Dish to make sure this doesn't happen.

      Business Response

      Date: 08/19/2022

      August 15, 2022



      ***********************************
      39 *************.
      **********, ** 39747

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

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

      On August 8, 2022, we received your complaint, dated August 4, 2022, filed with the Better Business Bureau. You stated that you had an account at your brothers residence, and you requested that he not be able to reactivate or make changes to it.

      We corresponded via email. I advised you that a review of your call from August 3, 2022, shows that we are waiting for ********************** to call in to accept the account transfer.

      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

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

    • Initial Complaint

      Date:07/31/2022

      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.
      I had an appointment scheduled for July 31, 2022 dish TV failed to send a technician to my house and then lied to me about the appointment saying that I never had an appointment and even going as far as saying the technician is on the way I havent been able to watch my TV channels for three weeks

      Business Response

      Date: 08/22/2022

      August 19, 2022



      ******************
      1014 ***********.
      **********,** 75159

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

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

      On August 1, 2022, we received your complaint, dated July 31, 2022, filed with the Better Business Bureau.

      You stated that you had a technician visit scheduled for July 31, 2022, and DISH Network failed to send a technician. When you called in, DISH Network stated there was never an appointment made. You said you have not been able to watch your TV for three weeks.

      When we spoke on August 19, 2022, I confirmed that you resolved your technical issues and a $109.27 credit was issued on July 31, 2022, to your account. In the interest of customer service, I offered a one-time $50.00 credit, and you accepted my offer.

      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:07/31/2022

      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.
      Raised fees without telling. Cannot disconnect service. I would like t disconnect. I am being charged for months of no use. I had the dish moved by a dish tech and he ruined *******. Screwed the dish straight through my roofing deck and destroyed a rafter. The total damage comes to more than $10,000. The only way to repair would be to order new trusses and redo *******.

      Business Response

      Date: 08/22/2022

      August 19, 2022



      *********************
      5301 **********.
      ******, ** 98407

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

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

      On August 1, 2022, we received your complaint, dated July 31, 2022, filed with the Better Business Bureau.

      You stated that DISH Network raised your fees without notice, you are being charged for months of no use, and the dish installation damaged your roof. You requested a refund, the disconnection of your account, and no further contact from DISH Network.

      My attempts to contact you at ************* on August 17 and 18, 2022, were unsuccessful, but I left a voice message with my contact information.

      A review of your account shows that on July 7, 2022, your service was interrupted due to nonpayment, and on August 6,2022, your account was disconnected. The remaining balance on your account is $138.05 for service rendered until July 7, 2022. The leased equipment on the account is obsolete and does not need to be returned.

      The last call I found on your account was from May 27, 2022, during which you asked what your programming level is and wanted to reduce the monthly cost. The agent explained that you subscribed to our Top 250 programming package and that there were other packages available. Our agent tried to right size your programming package by requesting what channels you like to watch, but you declined to answer and said you would research your options online. I could not find any record of where you attempted to cancel your service.

      You can open a damage claim to look into your allegations of roof damage by calling ****************. I also added your account and contact information to our internal Do Not Contact list.

      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:07/29/2022

      Type:Product 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.
      The consumer needed the business to come out and fix the some wires that had been cut during some lawn maintenance. The business gave the customer a nasty reply and told them no appointments would be available until the following week. The consumer told the business to cut off their services immediately and come pick up their equipment. The consumer has not heard from the business at all until recently receiving a bill from a collection agency.

      Business Response

      Date: 08/24/2022

      August 23, 2022



      *******************************
      PO Box 216
      *****, ** 31008

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

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

      On August 5, 2022, we received your complaint, dated July 29, 2022, filed with the Better Business Bureau.

      You said you disconnected your account, and you have not heard back from DISH Network except for a bill from a collections company. You also expressed concern about the level of customer service you received.

      Unfortunately, I am unable to locate the account in question with the information provided, but I would be happy to look into this issue and address your concerns. Please contact me with your account information.

      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 AM- 2:30 PM MT
      **************

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

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

    • Initial Complaint

      Date:07/29/2022

      Type:Customer Service 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.
      ******* damaged home when installing dish

      Customer Answer

      Date: 08/15/2022

      Dear Sir or Madam, 

      In reply to your request:

      I thought I entered into an oral agreement with a Dish Network representative on April 26, 2022 for installation of a landline telephone, internet connection and television service. I recently learned I was talking to an independent retailer, ********************. During that conversation with **************** stated that I did not want the satellite dish installed on the roof of my home and she assured me it could be installed on a pole. 
      While I had no problem with regard to the service provided by Dish Network as far as the installation of the television was concerned, the agreement consisted of three services, internet, landline telephone and television. 
      On April 27th a ****** I Net's subcontractor arrived unprepared to install the satellite dish on a pole, as we requested, and instead asked to install it on our aluminum siding. My wife and I agreed but he miscalculated the measurements resulting in a weak signal so he removed the satellite from the aluminum siding leaving a number of holes that he patched with spackle. He left to secure a pole for the satellite dish and returned later the same day and cemented the pole into the ground and attached the satellite dish. He did not have the telephone answering machine to install on April 27th When he finished he asked my wife to sign her name on a blank screen of what appeared to be a cellphone and she complied. He stated he would order the telephone answering machine, have it shipped to us and that he would return to install it on the first floor of our home. He did not order the answering machine. __ Subsequently I ordered the answering machine. When it arrived ****** Net provided another subcontractor to install the answering machine. The subcontractor was told that the modem and ATA box would have to be r,oved downstairs while running a LAN cable to the computer upstairs. That was not satisfactory as far as we were concerned. With that I cancelled ****** *********** on May 6th and Dish Network service was cancelled on May 7th 

      After cancellation I received a call from Dish representative ***************************** who suggested we could stay connected to Dish for television service. I would have had to find internet and landline telephone service elsewhere and that was not acceptable. As a result **************** stated that I would have to pay an early termination fee of $480.00 and he said if I failed to comply it would affect our credit rating. He also stated that ****** Net and Dish Network are different companies and asked my wife if she was aware of that. She stated that she did not know that initially but she knows it now. 

      **************** stated we could pay the $480.00 in installments. We mailed a check to Dish on May 19th in the amount of $245.59. When we received our credit card statement on June 15th the remaining amount of $245.00 had been charged to our credit card without our permission. 
      When I made the arrangements with ******* of ******************** I was not informed of any early termination fee. 

      I have also received a copy of a Digital Home Advantage Plan Agreement that bears my signature at four different places. I nevJr signed any written agreement. I signed my name and initials on the blank screen of what appeared to be a cellphone when the telephone installation was completed by the Dish 
      Network installer. I hare enclosed a copy of the Digital Home Advantage Plan Agreement which was mailed to me by a representative of the ****** of ******** Protection of the Office of the Attorney 
      General of **********, ************ after I contacted them regarding this matter. 

      I request the return of the $480.00 early termination fee from Dish Network. 

      Respectfully yours, 

      Business Response

      Date: 08/22/2022

      August 18, 2022



      Mr. *************************
      236 ***********************.
      *********, ** 19551

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

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

      On August 17, 2022, we received your complaint, dated July 27, 2022, filed with the Better Business Bureau.

      You disputed the early termination fee applied to your DISH Network and bank accounts. You indicated that you were told you could pay off your early termination fee in installments, but it was debited from your credit card account. You said that you agreed to TV, phone and internet services, but did not receive phone or internet.

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

      Please note that I spoke with ********************************* and he confirmed that he did not offer you a payment plan for your early termination fee: we do not offer payment plans. 

      As I advised you in my previous response, you agreed to our terms of service during your sales call and when you signed the Digital Home Advantage Plan Agreement. You were advised that your early termination fee would be automatically charged to the credit card you provided, during your sales call and during your disconnection call.

      As you indicated throughout speaking with our agents and your written complaints that your DISH Network installation and service were acceptable, we are unable to waive and refund 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.
      Monday - Friday 6:00 AM -2:30 PM MT
      **************

      Enclosure

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

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

      Customer Answer

      Date: 09/13/2022

      Dear Sir or Madam, 

      With regard to: MESSAGE FROM BUSINESS dated August 18, 2022 

      Paragraph 2: Yes, we dispute the early termination fee. The service by ****** Net and Dish Network was not completed to our satisfaction. ****** Net's subcontractor damaged the aluminum siding on our home. The damage cannot be satisfactorily repaired because the type siding on our home is no longer manufactured. ****** Net provided the subcontractor's name and insurance company, ***************** The subcontractor resides in ********. I filed a claim for damages with **************** on May 19, 2022. On May 31, 2022 I spoke with a Hiscox representative as we had not received a claim number or the name of the adjuster assigned to the claim. The name of an adjuster was provided, ***********;*****, but she did not speak to me that day and never contacted us. On August 4, 2022, after contacting our homeowner's insurance representative to help us with this matter, an adjuster by the name of ************************* called and spoke to my wife. 

      She asked my wife to state what happened, my wife provided the information and that was the extent of the conversation. ******************** told my wife she could call her anytime and leave a message. ******************** never contacted ** again and did not offer any compensation for the damage. She never asked us what we would accept to settle the claim. The cost to remove the aluminum siding and replace it with vinyl siding is $10,585.00. We hoped the subcontractor's insurance would cover a portion of that amount. 

      My wife called ******************** on August 19th and cancelled the claim by leaving a voicemail at the telephone number Ms. ******** provided. We cancelled the claim because my wife and I fear retaliation if the subcontractor responsible for the damage is required to pay and we have a legitimate reason to be fearful. 

      Paragraph 3: The ************ ************************* mailed a copy of ****************' letter to us. ****************' letter of July 18th indicates we were copied to receive the letter. We did not receive a copy. As to ******************** statement that he did not offer us a payment plan, that is correct. He stated the early termination fee could be paid in installments during a telephone conversation with my wife. If he has a recording of that telephone conversation to dispute that my wife is willing to apologize for her misunderstanding. We mailed a check for half of the amount owed the day after the telephone conversation. The remainder of the fee was charged to our credit card shortly thereafter, without our consent and before we had the chance to send a check for the balance of the amount due. **************** also advised my wife that ****'s equipment must be returned "in a timely manner''. When the box to return the items arrived it was too small for the items we needed to return. My wife called **************** and he told her another box would arrive in a day or two. When we received the box we packed and returned the items the same day, "in a timely manner'' as requested. By the way, Dish Network continues to mail gift cards to my wife to use to sign up for their television service. 

      Paragraph 4: We knew that the agreement covered a two year period. We were not advised of an early termination fee by *******, ********************, on April 26th. My telephone conversation with ******* did not include my wife but my wife interrupted me during the conversation to be sure the installer was informed that we did not want the satellite on the roof of our home. The subject of early termination was not addressed at that time. My husband gave ******* a credit card number as there was a $90.00 initial fee to begin the process. ****** Net's subcontractor arrived the following day, April 27'/ unprepared to install the satellite on a pole, as my husband requested when he made the arrangements on the telephone. In addition, he was unprepared to install the telephone answering machine for the landline on the first floor of our residence. 

      The subcontractor ignored our request to install the satellite on a pole but instead asked if he could install the satellite dish on the aluminum siding of our house. 

      We agreed, but he made a miscalculation in measurements and was unable to get a strong signal therefore he had to remove it causing the damage to the siding. The subcontractor left the premises and returned later the same day and installed the satellite dish on a pole, after the damage was done. My husband and I never signed any kind of written agreement. We do not have, or never have had, a copy of any written agreement. We received a copy of the Digital Home Advantage Agreement from the Office of the Attorney General of ************, enclosed with their letter indicating they were unable to resolve our issue through mediation. 

      My wife and I initialed, or signed our names, on what appeared to be a blank cellphone screen. Upon examination of the copy of the Digital Home Advantage Agreement my name appears at five different places on the agreement and each signature is identical. There was no physical contact with any individuals regarding the signing of any agreement. We had television and **************** from April 27th to May 7, 2022. 

      Paragraph 5: The installation of the television setup was acceptable, except for the myriad of cables attached to the outside of our home on aluminum siding, uncovered. ****** Net has made it clear that the subcontractor is responsible for the aluminum siding damage even though ****** Net hired and sent him to our home to install the Internet and telephone service. At this time in our life we would not have decided to invest $10,585.00 in major repairs to our house. I am 83 and my wife is 82. The anxiety and aggravation we have endured over this four month period has taken its toll on both of us. 

      My wife has spent many hours, first writing to the Attorney General in ********, where Dish Network headquarters is located, the Attorney General in ********, where ****** Net corporate headquarters is located, and to the Office of the Attorney General our home *********************, regarding help with this matter. The Better Business Bureau is our last resort. We have tried to explain, to the best of our ability and clarity, the details of this matter and the way it happened. We have been truthful with our statements. 

      Dish Network wants to make this all about how they did their part and that it was our decision to withdraw their services. **************** asked me during our telephone conversation whether I knew that ****** Net and Dish are separate companies. It seems to us that since Dish Network uses ****** Net for their internet and telephone installations, Dish Network should want to insure their customers are happy with THE WHOLE PROCESS. Their attitude seems to be that the customer must accept the way the service is done, and if it is not satisfactory to the customer, the customer must pay a penalty to withdraw. 

      ****** Net, on the other hand, hires subcontractors that either can't, or don't want to do what the customer requests. As a result they take the easiest way to do the task and end up making mistakes that result in this type of situation and added 
      expense to the customer. In addition to the $90.00 initial fee paid to Dish Network when the arrangements were made on April 26th, we paid $84.87 (see attached copy of first monthly bill) and $480.00 (early disconnect), totaling $654.87. The first monthly statement begins on April 2ih and ends on May 12th. Dish was connected on 4/27 and Disconnected on May 7, 2022. 

      Our home is our largest asset. We are unable to afford the services of an attorney. 

      If you cannot help us with this matter we have to accept that and move on. Hopefully what happened to us may help someone else faced with a similar situation in the future. 

      Respectfully yours, **** and *************************

       

      Business Response

      Date: 09/28/2022

      September 28, 2022



      Mr. *************************
      236 ***********************.
      *********, ** 19551

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

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

      On September 20, 2022, we received your rebuttal, dated September 20, 2022, filed with the Better Business Bureau.

      You maintain your concerns regarding the damage done to your siding and the claim you filed. You also said that you were not told of an early termination fee when you initiated service, and you indicated you thought HughesNet was somehow a subsidiary of DISH Network.  In addition, you continue to say you were told you could make installment payments for the early termination fee, and that you were unaware you agreed to DISH Networks terms of service. 

      Please note that, as has been stated previously, you initiated your services through an independent retailer, ********************.  DISH Network TV service is separate from the internet service you started through HughesNet.  Throughout your complaints, you have referred to your HughesNet installation and damage claim with them.  DISH Network had no part in your HughesNet sale or installation, and has no control over their subcontractors or departments through which damage claims are processed or handled. 

      In your initial complaint, you stated you had no problem with the service provided by DISH Network, and that you initiated phone,internet and TV service through us.  This is incorrect.  You started internet and phone service from HughesNet through ********************, and you started TV service from DISH Network, also through ********************. A review of your sales call revealed you were advised of, and agreed to, the 24-month commitment and associated early termination fee. Concerns regarding your damage claim with HughesNet and their subcontractor must be addressed through them as, once again, we have no control over that issue.

      DISH Network does not offer payment plans or installments for our early termination fee.  You may make payments towards your balance (as ********************************* indicated to you when you spoke with him), but our system will automatically charge your early termination fee after 20 days from disconnection.  **************** advised you of this, you agreed to those terms during your sales call, and again when you signed the Digital Home Advantage agreement.  **************** never offered you an installment or payment plan. 

      Our technicians capture signatures on electronic tablets.  When you sign the device, which carries your Digital Home Advantage and Service Agreements for you to read,your signature is applied to the agreement electronically. 

      Please note that you did not pay a total of $654.87, as you stated.  Your balance after disconnection was $575.46, which was paid in three payments.  You made check payments of $84.87 and $245.59, and a $245.00 payment was charged automatically to the credit card you provided during your sales call.  Upon disconnection, your charges for service were prorated through a credit of $78.65.

      As you agreed to our terms of service and reported no issues with your DISH Network installation or service, and as DISH Network has no control over, or part of, HughesNets installation or damage claims process, we are unable to provide any compensation or adjustments for this issue.

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

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

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

    • Initial Complaint

      Date:07/28/2022

      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.
      On July 15 Dish network took ****** out of my account without authorization. I called and spoke with 2 supervisors about the situation. They keep saying that I signed a contract and that is the amount for early termination. I did not authorize them to take any money from any of my accounts on any day. How does a company just choose to take money from your account? If the company doesn't take your money when you don't pay your **** so I'm not sure how this is allowed to happen. On top of that, they took it from a card that wasn't even saved on file. I called and asked for my contract to be emailed to me and he( Able) said it would take 30 days. Now why is that? He tried to tell me to read a generic contract.

      Business Response

      Date: 08/08/2022

      August 4, 2022


      Ms. La *********************
      5313 **************.
      ***********, ** 20120
      Re:BBB Complaint #********
      82559097***70036 - 3776975
      Dear **************:
      On July 29, 2022, we received your complaint, dated July 28, 2022, filed with the Better Business Bureau.
      You disputed the automatic application of your early termination fee to your bank account.
      When we spoke, I informed you that your agreement states the early termination and/or unreturned equipment fees will be automatically charged to the credit/debit card provided for account qualification.  Please note that on June 25, 2022, we emailed you notice that we would begin attempts to collect your $120.00 early termination fee on July 15, 2022.
      I reviewed your calls to us and found that you were told your Digital Home Advantage agreement would be sent to you within 20 days.  The agent must submit a request, which is sent to another department to fulfill.  You indicated that you received a copy of your contract on July 29, 2022.
      While we sincerely regret any inconvenience this issue may have caused, as you agreed to, and received the benefit of, the 24-month commitment associated with your account, we are unable to waive and refund it.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      *********************
      Sr. Corporate Case Manager
      Executive Escalations Team
      DISH Network, L.L.C.
      Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:07/27/2022

      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 raised my price from $78 to $98 to $123 in a 4 month time span. I understand that prices increase after my contract ended, but I called in to try and get a better deal and get things resolved and my price lowered. I told them I would like to remain a customer but could not afford $123 per month. I made several phone calls over a 2 week time span wasting a lot of hours of my time. Only after threatening to disconnect would they work with me at all. I finally agreed to a 2 year deal for $93 but asked them over and over if my programming would remain the same. I was told if I signed up for a 24 month contract, I could keep the same channels for $93 a month, that is why I agreed to the $93 per month. After making the deal I went home and found several of the channels we watch most of the time had been removed. Again, I did agree to the 24 month contract but had told them over and over that I needed the same package with the same channels. They did NOT keep their end of the bargain and I called in and explained this to them and they would not listen so I had to disconnect. Dish is now trying to charge me an early disconnect fee of $240 ($10 PER MONTH FOR THE TWO YEARS). Again, I agreed to the contract if we kept the same channels. I do NOT agree with this and need it resolved.

      Business Response

      Date: 08/16/2022

      August 12, 2022


      *********************************
      12395 ***********.
      ******, ** 61455
      Re:BBB Complaint #********
      8255909890402107 - 3776890
      Dear ****************:
      On July 28, 2022, we received your complaint, dated July 27, 2022, filed with the Better Business Bureau.
      You said that your monthly rate increased from $78.00 to $123.00 within four months. Because your contract had ended, you called and attempted to negotiate a lower rate. After several calls over two weeks, you agreed to a two-year deal for $93.00 with the same programming. Upon returning home, you discovered that several channels were now missing. As a result, you disconnected your service and you were charged a $240.00 early termination fee. You requested that this fee be waived.
      When we spoke by phone, I informed you that I reviewed your call from April 28, 2022. After discussing your must-have channels with the agent, you agreed to change your core programming to the Flex Pack, and you added on local channels, Heartland and the News Pack. You agreed to a 24-month term commitment via our automated phone system; therefore, this commitment (and the associated early termination fee) is considered valid. Nevertheless, in the interest of customer service, I waived your early termination fee and your current balance is $75.72.
      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
      3801 **************., #*** 
      ******, ** 80210
      *********************

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