Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased camper 2021, purchased wife router from dealer, winegard product.had difficulty getting product and data plan to work.May of this year was finally able to get router and data to work.However, realized the data was cost prohibitive; as well as, the data plan auto charged even when we were not using. Trying to cancel using our account was not working and getting a rep on the phone took days. Even when i was able to talk to a person i was being transferred and placed on long holds.When i thought service was canceled , still got charged for data not being used.I would love a full refund, in that the streaming we did was only a few hours for hundreds of dollars.All i requested from the company was to refund the data that was not used.They are refusing any refund. To add insult to injury the movie we watched was not very good.$300+ dollars for a bad movie, unacceptable .

  Business Response

  Date: 08/30/2022

  We do have a statement displayed in red text on one of the screens during the data plan purchase process that states No refunds for data purchases.  Another statement on the Terms and Conditions page of the purchase process also states Refunds will not be offered and the customer must select Accept on this page to proceed with the data plan purchase.   We believe that our position on refunds is clearly communicated, and therefore we will not be offering a refund.  We have communicated this to the customer.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a PDF with the full explanation of what happened as it didn't fit in this box.

  Business Response

  Date: 08/22/2022

  We have reviewed this complaint and are willing to provide a refund for the product cost, $625.27.  We will not cover the dealer labor charges as our evaluation of both the original antenna and the replacement antenna showed that both systems were fully functional and operated as designed.  We can issue an RMA to have the antenna returned and process the refund if this is acceptable to the customer.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17702918
  
  I am rejecting this response because:  This was a professional ** dealer who installed the equipment and they have installed the equipment numerous times previously.  3** said it wasn't the satellite itself but the power inserters on both giving out 8 volts instead of the 13 volts needed to be able to use the satellite.  Per the ** dealer Winegard checked the satellite and the 2 satellites themselves worked but the power inserters that will allow us to use the satellites did not work.  I will get a notarized statement from the ** dealer stating what they found which I will bring to court if they don't settle this fairly.  I tried dealing with them numerous times and the only thing **** @ Winegard would says is that, we have a 30 day return policy and since it was passed 30 days they wouldn't return it unless they could prove the same problems that the ** dealer was having and that the. system didn't work.  Then they would only reimburse me for the cost of the satellite and 1 hr. of service to reinstall the equipment.  The cost to have it reinstalled is $250.00 not 1 hr. of labor and that doesn't include the cost of the labor charge for having to uninstall both the satellites or the time they spent troubleshooting the problem with Winegard.  I should not be out over $1,000 because there equipment didn't work properly.  As I said previously, I purchased a new satellite from a different company and had no problem with the install nor the equipment working the 1st time.  There is some room to negotiate an amount of the reimbursement for the labor charges I had to pay since I won't have the cost of taking them to court.  I am willing to accept $300.00 less than previously requested it I don't have to take this to court but I will not settle for what they have offered.

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

  Business Response

  Date: 08/24/2022

  Both returned antennas were tested with the returned power inserters and both systems functioned normally. Our offer remains the same we will provide a refund for the product cost, $625.27.