We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

DISH Network, LLC has 277 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/27/2022

      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 called ******* to cancel my subscription that I had for over 16 years on or around May 3, 2022. My son was here and heard me cancel, when I asked if they were sending a box for me to return their equipment, they told me it was outdated and to just destroy it, which I did. I was on auto pay, and they had taken out money already for the May payment and said; they ;would return it, never saw a dime. When my checking account statement came in the mail, I noticed that **** had once again taken out the monthly payment of $95.07. I called them immediately and spent almost 1;hour or more trying to explain to them that all I wanted was my money back, they said all they would refund was thirty days worth as the cancelation didn't go through on their part, I told them it wasn't my fault that I ;had a witness to the fact that I had canceled and wanted my full money returned for the months I didn't have Dish. He kept trying to get me to sign up again and put the ;money on that . When I kept insisting on them returning my money they kept ;telling me all they would refund was 30 days worth. I feel that this is bad business, I am a senior 81 and on a fixed income, all I want is my full refund back and the extra money they took out of my checking.

      Business Response

      Date: 08/22/2022

      August 18, 2022



      Ms.*******************************
      1595 ****************.
      ********,** 59872

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

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

      On August 5, 2022, we received your complaint, dated July 27, 2022, filed with the Better Business Bureau.

      You said that you called to cancel your service on or around May 3, 2022, and you were informed your leased equipment did not need to be returned. You were enrolled in automatic payments and your bank account was debited twice after cancellation. Upon contacting an agent, you were told that you could only be refunded for the past 30 days. You requested a full refund.

      When we spoke by phone, I informed you that a review of your account confirmed that you spoke with an agent on May 23, 2022, and you requested to disconnect your account the following day. As a result, I refunded your last two payments of $95.07 each. Please allow up to 19 days for processing and delivery.

      Your account has been successfully disconnected and is currently at a zero balance.You do not need to return any equipment, as your leased receiver is now obsolete.

      We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

      We strive to provide excellent service and we regret that your experience was unfavorable.

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

      Sincerely,



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

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

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

    • Initial Complaint

      Date:07/27/2022

      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.
      see scanned doc.pf

      Business Response

      Date: 08/25/2022

      August 22, 2022



      ****************************
      112 **********.
      *******,** 37821

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

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

      On August 3, 2022, we received your complaint, dated July 27, 2022, filed with the Better Business Bureau.

      You stated that on December 31, 2021, we installed service in your home, but you canceled it within three business days. You said this was within the time allotted to cancel your account with no penalty, and you disputed the outstanding balance being turned over to collections.

      When we spoke on August 22, 2022, I apologized for the confusion on your account,and I explained that the Notice of Cancellation included with our new customer contract is to provide our customers the ability to cancel or return items sold by our technician during the installation/visit. This does not apply to the original contract.

      As an exception, I agreed to zero out your balance and I requested it be removed from collections. I also requested a copy of the deletion letter be sent to you.

      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:07/27/2022

      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.
      It started around 6 months ago or longer. I had a bad sent me another one.1. Want update program information 2. Cuts voice off puts pip in right hand side of tv at top and no other picture 3. Cuts recordings off before end 4. Been on phone with techs and two techs to house and 3rd one is coming on 8th of August 5. They have cut programing off because I am on SS and have to wait to get paid they cut it off for $10 this morning even though tech told me don't worry it was taken care of. I want my system fixed been a customer for over 20 years. They could send me one of those $400 **** cards they are giving out. Since seniors don't get c*** from them. They also charged me for a surge protector that I didn't buy. Thank you for your help.

      Business Response

      Date: 08/16/2022

      August 12, 2022


      *****************************
      220 *****************.
      *******, ** 71403
      Re:BBB Complaint #********
      8255929190000229 - 3776828
      Dear ****************:
      On July 27, 2022, we received your complaint, dated July 27, 2022, filed with the Better Business Bureau.
      You stated that you began experiencing multiple issues about six months ago, so you were sent a replacement receiver. You said you have spoken with agents by phone and two technicians have been out to your home. You also said your service was suspended for $10.00 after you were informed that it would be taken care of. In addition, you mentioned that you were charged for a surge protector that you did not purchase. You requested a $400.00 gift card, a refund, and a resolution to your technical issues.
      When we spoke by phone, I confirmed that you currently have a technician appointment scheduled for August 21, 2022, to address your service issues. In addition, you were provided with credits totaling $170.72 during July 2022, as compensation for time without service due to technical issues.
      During our conversation, I confirmed that the $31.50 charge for the surge protector was waived on July 20, 2022.
      In addition, I informed you that we do not have any promotions that will provide current customers with a $400.00 gift card.
      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
      *********************

    • Initial Complaint

      Date:07/26/2022

      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.
      Poor quality DISH satellite TV service for service address, *************************************************************. Problems began Fall 2021. Tech called and satellite dish was moved to new location for the third time. Service was put on vacation hold from October, 2021 to May, 2022. In May we again started to experience poor reception. Several times we conferred with technical support by phone and the diagnostics were performed remotely. All of these attempts failed to get all channels and especially local channels working. On June 18 we lost local channels. On July 9 we lost all channels completely. Again we went through remote programming repair on the phone for 2 hours. A technician was scheduled for an appointment over 2 weeks away on July 26. I said waiting over two weeks for service was unacceptable as this was a rental, but they said no other times were available. On July 21, I called to cancel service. Informed there was a $210 early termination fee in spite of all the problems we experienced. Dish representative said I could not get out of the contract unless a technician came out on site to determine the problem was something that could be fixed. I agreed to this even though the last service technician said this was the last dish move they could make due to terrain problems. They all of a sudden could produce a on site tech visit even though before I tried several times to get the appointment moved up. They scheduled the service tech to arrive between 12 pm and 5 pm on Sunday, July 24, 2022. I drove the 45 minutes to the rental property and sat there for 5 hours waiting for the tech to arrive owner needs to be present. The tech never showed up and I received no call or text to inform me. I called July 25 to complain about the tech not showing up and waiting five hours only to be told they had to reschedule the tech visit. I said no way was I waiting again 5 hours to have them not show up. They refused to cancel contract and have billed me the $210 but cancelled service.

      Business Response

      Date: 08/16/2022

      August 13, 2022


      ***************************
      1401 **************., Unit O407
      *******, ** 33957
      Re:BBB Complaint #********
      8255909243250039 - 3776819
      Dear ************:
      On July 27, 2022, we received your complaint, dated July 26, 2022, filed with the Better Business Bureau.
      You said you have been experiencing ongoing technical issues with your equipment. You mentioned that you were advised if you disconnected your account, an early termination fee would apply. You indicated a technician was scheduled to visit your location, but the technician did not show up. You stated that you were charged $210.00 without your consent, and you requested a refund. 
      When we spoke, I advised you that you had agreed to a new 24-month commitment on October 6, 2021, and an early termination fee (***) applied when you disconnected your account on July 25, 2022. I advised you that your account was restarted on July 26, 2022, and you were not charged for the **** Henceforth, a refund is unwarranted. I disconnected your account per your request, and I waived the *** in the interest of customer service. Your account is now at a zero balance, and you said you consider the matter resolved.
      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
      3801 **************., #***
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:07/26/2022

      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.
      (Complaint taken over the phone by *********, **** BBB staff, LST, on 07/26/22.)***Consumer pays $131 per month for service. On 07/09/2022 she began experiencing technical issues. Some stations could not come in with ERROR messages appearing on screen. Yesterday Consumer was unable to access any local channels. She called Company and was told they would credit her $22 for the month. However, they would be unable to send a technician to fix the problem until July 30th.

      Business Response

      Date: 08/22/2022

      August 17, 2022



      Ms.***********************
      3796 ***********.
      *********,** 44128

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

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

      On August 2, 2022, we received your complaint, dated July 26, 2022, filed with the Better Business Bureau.

      You stated that on July 9, 2022, you began experiencing technical issues with your service, and when you contacted DISH Network, they offered you a $22.00 credit and scheduled a technician visit for July 30, 2022. Due to having to wait until July 30, 2022, to have the service fixed, you do not feel a $22.00 credit is adequate compensation for your time without service.

      When we spoke on August 17, 2022, you stated that you disconnected your account after waiting for a technician to come out to your home. I confirmed that we received our equipment and it was removed from your account. The final balance of $76.27 was due to a $60.00 early termination fee plus a $15.00 equipment return fee. As an exception, I offered to credit the early termination fee and box return fee to bring your closed account to a zero balance. 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:07/26/2022

      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.
      In May 17, 2022 I called to cancel my ************ because my 24 month contract had ended and I was always having really bad service with the box. Everyday in the morning and in the afternoon I had to reset the box because it kept freezing when we turned it on. However when I called they offered me a contract for 12 months and to replace my box with a same new one, so I accepted it. Later on, a technician came to replace the box. And the problem seemed to be gone, but the very next day, the problem came back. The next day I also realized that I had gotten a 24 month contract instead of a 12 month one. So I called again and they told me that my 24 month contract got renewed because when they replaced my box, they used another one which is an upgrade, which means that my contract had to be renewed. However, I was never told this information until this point, and I never requested an upgrade, I just wanted a working box. They told me that I agree to the new contract. I asked to hear the audio recording of the conversation I had on the phone about replacing the box, but they denied. Now, since the box kept freezing, they sent another technician to replace the box AGAIN with another one. However the technician did not have the same box I had so he installed a newer one, so he called Dish and they said that they would have to renew the contract for the upgrade. So then the technician fought for me saying that it was his fault for not having the proper box. , however, the next day it started having the same problem so today I called to cancel my *********************************** without my consent, And they wanted to send another technician to fix the problem, which I rejected because I was already sick of all of this. They told me that I have to pay 440 dollars for early termination of my contract. I don't understand why I have to pay for something that doesn't work. Account #*******************

      Business Response

      Date: 08/03/2022


      July 29, 2022



      Ms. *******************************
      112 *******************
      *****, ** 80723


      Re:BBB Complaint #********
      8255909802466604 - 3776818

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

      On July 27, 2022, we received your complaint, dated July 26, 2022, filed with the Better Business Bureau.

      You stated that you called in to disconnect your service, but ultimately ended up with a new receiver. You indicated that you were entered into a 12-month service agreement, but when you canceled you were advised that it was for 24 months. You requested that we waive the early termination fee associated with canceling your service.

      My attempts to contact you at ************** on July 28 and 29, 2022, were unsuccessful, but I was able to leave a message. I also emailed ***************** with a request that you contact me.

      Please note that a review of your May 13, 2022, call shows that you were properly advised of the new 24-month commitment. The term period was also disclosed in your service agreement (copy enclosed), which was signed after the installation of your new receiver. Nonetheless, I will reduce your early termination fee to $99.00 as an exception if you contact me at **************.

      Sincerely,



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

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

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

      Customer Answer

      Date: 08/05/2022

       
      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:07/25/2022

      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.
      I found that the deal from Dish Network ******** Services $69.99 TV + S100 **** Debit Card, 190 channels, with locals' channels was a great deal. I contacted Dish Network to buy the advertised package. I was told that a credit card is needed to verified credit worthiness. I provided my credit card number and proceeded to buy the package and setup installation. A date was set for installation. As soon as I hanged up the phone, a message was sent by my credit card company notifying that Dish Network charged my credit card $49.99. I called Dish and they told me that the amount taking was to pay for the credit report. I never authorized Dish Network to charge my account for a credit report. I did not like what they did, and I cancelled the services. Dish let me know that the services was cancel and no charges. I contacted the credit card company; they disputed the $49.99 charges and after several weeks a credit was given for the amount charged. **** was not able to prove that I authorized the charges. On the date the installation was schedule, a technician shows up at my door and informed me that the company had a new deal for me if I continue with the installation. I called Dish and they apologized for the misunderstanding and informed me that they will honor the ******** Deal $69.99 TV + S100 **** with 190 channels including local channels. The installation was completed but no locals channel was available. The technician informed me to wait about 4 hours and all the channels will be available. I waited 3 days, post installation, for the locals' channels to be available but they never came on. I called Dish to find out about why the local channels and the **** Debit Card were not included and I was told that I had to pay an extra 12 dollars for the locals' channels, and the **** Debit card will not be issued. I told them that they did not live up to the agreement, so therefore, I cancelled the service. Dish failed to keep up with the agreement.

      Business Response

      Date: 08/22/2022

      August 22, 2022


      ***************************************
      4037 ***************.
      *********, ** 34746
      Re:BBB Complaint #********
      8255909959987659 - 3776705
      Dear ************************:
      On July 26, 2022, we received your complaint, dated July 25, 2022, filed with the Better Business Bureau.
      You stated that you signed up for DISH Network service, but your card was charged a $49.99 processing fee without being advised. You also stated that you were supposed to receive a $100.00 gift card but never did. You said you were quoted a monthly rate of $69.99 for your core package and local channels. You requested that we waive your early termination fee and the remaining charges associated with your account.
      When I spoke with you by phone on August 15, 2022, you advised me that you required a Spanish speaking representative. I advised you that we do not have any Spanish speaking case managers available and that I would send a written response to your complaint. 
      As your service was purchased via a third-party retail partner, ******, a review of your sales call was requested. This call review shows that you were properly advised of the $49.99 processing fee, and you agreed to it. This call review also shows no mention of a $100.00 gift card. You were also correctly quoted a price of $69.99 per month for your core programming package. There was no mention of local channels. We maintain that these charges to your account are valid and no adjustment is warranted.
      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: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #***
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:07/25/2022

      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.
      On July 25, 2022 I contacted Dish Network to cancel service for my elderly parents. The equipment they have received storm damage on July 6 and they have not had service since then. On July 14 a technician came to replace the damaged equipment but didn't complete installation saying he would return the next day. As of this time no one has returned so they wanted to just cancel completely since the bill was getting hard to manage anyway. I was told they could not cancel because they made a new 24 month agreement in Feb. 2022 and would have to pay a early disconnect fee of over $1000. They are unaware of a new agreement being made at this time all though they did speak to someone about a reduction in monthly price. I feel they are being taken advantage of because of their age when all they want to do is cancel a service that offers poor customer service and something that they can no longer afford. Their account number is ****************

      Business Response

      Date: 08/16/2022

      August 13, 2022


      ***********************************
      6963 **********.
      *********, ** 24553
      Re:BBB Complaint #********
      8255110470105273 - 3776700
      Dear ****************:
      On July 26, 2022, we received your complaint, dated July 25, 2022, filed with the Better Business Bureau.
      You said your parents home received storm damage and a technician visited their home to reconnect service, yet service was not fully restored. You indicated they were enrolled in a new commitment without their consent. You stated that they wished to disconnect the account without penalty.
      My attempts to contact you on August 11 and 12, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to *************************************** with a request that you contact me.
      I reviewed your parents call from February 4, 2022, in which they agreed to a new 24-month commitment when they upgraded their equipment. In the interest of customer service, I disconnected their account and waived the early termination fee. Their account is now at a zero balance.
      We will send a box and shipping label to return the leased equipment (receivers and remotes only). Please return the equipment within 30 days to avoid unreturned equipment fees.
      We strive to provide excellent service and we regret that your parents experience was unfavorable.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      *******************
      Corporate Case Manager
      Executive Escalations Team
      DISH Network
      Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #***
      ******, ** 80210
      *********************

      Customer Answer

      Date: 08/23/2022

       
      Complaint: 17620450

      I am rejecting this response because:
      I have not yet received the box to return the receiver and remote that my parents will be charged for if it is not returned.  Once the box is received I will be satisfied.  I have heard a lot of complaints about the return boxes never being received.
      Sincerely,

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

      Business Response

      Date: 08/31/2022

      August 31, 2022



      ***********************************
      6963 **********.
      *********, ** 24553

      Re:          BBB Complaint #********
                      8255110470105273 -************

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

      On August 30, 2022, we received your rebuttal, dated August 29, 2022, filed with the Better Business Bureau.

      You said you have not received the return box yet. 

      My attempts to contact you on August 30 and 31, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to *************************************** with a request that you contact me.

      Our records indicate an equipment return kit **** Tracking Number 1Z0F65100332323364) was delivered on August 23, 2022.Nonetheless, I submitted a request for another equipment return kit to be sent and I emailed a *** shipping label for you to print and use for the return.

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

      Sincerely,



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

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

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

      Customer Answer

      Date: 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:07/25/2022

      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.
      We were moving in December 2020 and were going to no longer need Dish, I realized there were early termination fees, so I had planned to pay them at that time. However, upon calling them in January 2021, the agent I spoke to told me not to cancel my account, but rather avoid the early termination fees by putting my account on pause and paying $5.38 a month until our contract ran out. Trusting the information that an employee of the business gave me, this is the option I went with. Fast forward 9 months, I call to take my account off pause and cancel the plan, and am told that I would have $180 in early termination fees. After getting talked very rudely to by the representative, I was told to put my account back on hold and someone would reach out to me to resolve this. No one ever did and when I called back, I was hung up on. I continued my account on pause until July 2022 - account went off pause without any notification, and received a bill for $199 - keep in mind, when I actually had the service my bill was only $75 a month. Called to get this taken care of and cancel my account, and was told their was "nothing they could do" I asked to speak to a manager to which the customer service representative refused saying there was not anything the manager could do. Finally, asked if there was a payment plan that I could do since I was getting no where with getting the fees removed - literally felt like talking to a robot. I was transferred to another lady who told me the they could lower my bill to $265 but it will be withdrawn from my account in 20 days. I again asked about a payment plan since they obviously weren't going to honor what I was previously told, only to be told if I wanted a payment plan I would have to go through collections. I have NEVER dealt with such poor customer service in an organization.

      Business Response

      Date: 08/22/2022

      August 22, 2022


      *************************
      138 ***************.
      **********, ** 16428
      Re:BBB Complaint #********
      8255909124220945 - 3776687
      Dear **************:
      On July 26, 2022, we received your complaint, dated July 25, 2022, filed with the Better Business Bureau.
      You stated that you called to cancel your account in January 2021. You said you were told that you could put your account on pause for the remainder of your commitment. You stated that when you called to take the account off pause, you were informed that your commitment still applied. You stated that you were not advised that the pause would roll off automatically nor that you would lose promotions or credits on your account.
      My attempts to contact you at ************** on August 15 and 18, 2022 were unsuccessful, and I was unable to leave a message. I also emailed ******************** with a request that you contact me.
      A review of your call from January 5, 2021, shows that you were properly advised that the account would automatically reinstate after the pause was completed and that time spent on pause does not count toward your commitment. You were also advised that you would lose all credits and promotions that you had been receiving. You agreed to these conditions verbally and via our automated system prior to your account being placed on pause. Nevertheless, I have waived your remaining commitment and associated charges on your account.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      *******************************
      Corporate Case Manager
      Executive Escalations Team
      DISH Network, L.L.C.
      Hours: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #***
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:07/25/2022

      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 HAVE BEEN DISH CUSTOMERS SINCE 2007, AND HAVE CONSTANTLY HAD BILLING ISSUES WITH THIS COMPANY. ON OR ABOUT 09/04/2022, WE SPOKE WITH THE ESCALATION ***** TO CHALLENGE A **** FOR THE PERIOD 06/12/22-07/11/2022. SPECIFICALLY FOR OVER CHARGES OF $22.97 FOR THE ONE-TIME CHARGES CATEGORY. THE MATTER WAS SETTLED AS PREVIOUSLY AGREED WITH THE PAYMENT WHICH WAS AUT0-BILLED AND PAID ON 6/27/2022 IN THE AMOUNT OF $50.57. THAT WAS SUPPOSED TO RESOLVE THIS BILLING ERROR. NOW , THE ***** RECENT ****, CREATED ON 07/12/22, FOR THE PERIOD 07/12/22-08/12/22 REFLECTS THE $50.57 RECENT PAYMENT BUT ERRONEOUSLY REFLECTS THE PREVIOUS **** OF $69.88, THUS BALANCE BILLING ME THE DIFFERENCE OF $19.31 AND ADDING THAT AMOUNT TO MY 07/12/22 ****. CONTRARY TO THE PREVIOUSLY AGREED UPON PAYMENT OF $50.57 TO SETTLE THE PREVIOUS BILLING CHARGES ON THE 06/12/22 CREATED ****. DISH HAS A HISTORY OF CREATING AND BALANCE BILLING AND HAS A CONVOLUTED WAY OF CREATING BILLS AND CONFUSING THE GENRRAL PUBLIC. WHERE THIS EXTRA $19.31 CAME FROM IS BEYOND ME. TO PROVE THAT THIS IS CONFUSING, IT IS AS CONFUSING TO THE TWO (2) DISH CUSTOMER SERVICE AGEENTS i SPOKE TO ON 07/22/22 REQUESTNG AN EXPLANATION FOR THIS OVERCHARGE. THEY BOTH WERE UNABLE TO PROVIDE ME WITH A LOGICAL EXPLANATION FOR THE OVERCHARGE. THUS, I AM ONCE AGAIN FILING THIS BBB COMPLAINT WITH THE EXPECTATION THAT DISH CAN MATHEMATICALLY PROVIDE ME WITH AN EXPLANATION FOR THE OVERCHARGE. OR IN THE ABSENCE OF JUSTIFYING THIS CHARGE THEN ISSUING ME A CREDIT OF $19.31 TO MY NEXT **** THAT "WILL NOT" BE BALANCE BILLED BACK TO ME A SECOND TIME.

      Business Response

      Date: 08/12/2022

      August 11, 2022


      *****************************
      144 *****************.
      ***********, ** 32081
      Re:BBB Complaint #********
      8255909617352833 - 3776601
      Dear Mr. ************* July 25, 2022, we received your complaint, dated July 25, 2022, filed with the Better Business Bureau.
      You stated that you have been a DISH Network customer since 2007 and have had constant billing issues. You called in and resolved the billing issue on your June 2022 statement, but the following month you had a $19.31 balance carry over. You requested an explanation or a credit for the charge.
      When we spoke on August 11, 2022, I explained that certain promotions were removed and added, creating prorated charges and credits that applied to your account. On your July 12, 2022, statement, the $19.31 charge was offset by a one-time credit. As an exception, I offered to issue a one-time credit of $20.00, which you accepted.
      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
      *****************************

    DISH Network, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.