ComplaintsforDISH Network, LLC

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Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dish network offered a promotion for a $300 gift card for new customers that meet the requirements. So, I decided to sign with dish and was told that I would receive the promotional gift card. It has been a few months and I haven't received the gift card. I meet all three requirements for the promotion. I have made more than one payment. My service has not been interrupted and my account has been open for more than 31 days. I did chat with a Dish support agent and was told that a ticket had been created and was escalated. I have checked back with dish on three different occasions. The Dish support team keeps telling me that the ticket will be resolved. The ticket I.D. number is *******. I feel like Dish doesn't want to honor the promotion. If Dish doesn't honor the promotion. I will strongly consider closing my account. I'm asking Dish to honor the $300 gift card promotion. Thanks **** *****
Customer response
11/14/2024

I recently filed a complaint against Dish Network complaint #********. I have been contacted by Dish via email. Dish Network honored the $300 gift card. I consider this matter resolved. I am happy with the outcome. Please let me know what I need to do next. I appreciate the BBB for the help. Thanks Bill

Sent from **** ***** *********************
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Wednesday, October 30, 2024 I received a call from Dish Network and I had my daughter speak to the technician because I was unable to understand what they were saying due to them talking too fast. My daughter indicated that they needed to check the Dish ****** to see if it was compatible with the update that Dish was needing to do because an update hadn't been done for at least 20 years to the internal Dish system. So Dish(****) told her what to do and they received information from the ****** that we had. The individual(****) said someone would be calling us back soon to tell us whether or not the ****** was compatible or would need a software update. Well we were leaving for the evening and right before we had to leave, we received another call and my daughter spoke with the individual and said that they wanted to perform the software update on the ****** for better performance. My daughter explained that we were leaving and they were very insistent that it must be done then and my daughter said No. She told them to call back on Friday afternoon and she would be available to handle. Continued on attachment.
Business response
11/14/2024
November 2, 2024

Ms. ****** ******
********************************
********************

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

Dear Ms. ***************** November 1, 2024, we received your complaint, dated November 1, 2024, filed with the Better Business Bureau.

You said that your mother was contacted and advised that her equipment software needed to be updated and it would cost $199.99. You expressed concern regarding not being made aware of this software upgrade cost prior.

When we spoke, you informed me that you did not provide payment to the caller. I advised you that the caller was not associated with us. Fraudsters will gain access to a customers online account to use this information to convince you that they work for us, when in fact they are attempting to con you into giving them money. I recommended that you change your mothers online account password.

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.

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

                ***** *****

Customer response
11/16/2024

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. I did in fact update my account security. Dish was very timely in getting back to me and I've very pleased at how quickly they responded.

Sincerely,

****** ******
Initial Complaint
10/28/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/7/24, I was charged $350.00 for a Hopper3 that I returned to DISH Network (Dish) via *** on 8/15/24 or 8/16/24. I do not have possession of the *** tracking receipt. However, Dish generated *** tracking labels for the new ****** shipped to me by Dish and the return label for the old ****** that I shipped back to Dish, and those tracking numbers are part of my Dish account. In my account the *** tracking number for the ****** shipped to me is the exact same *** tracking number for the ****** that I shipped to Dish. Therefore, Dish's system will never record receiving that tracking number because it is the tracking number used to ship the ****** to me. I have spoken to multiple representatives and have spent hours on the phone and on chat to resolve this issue. I have been told that the only way that this issue will be resolved is if Dish shows the ****** has been received. However, the Dish system will never record the *** tracking number associated with my account because that tracking number is the wrong in the Dish system. One representative told me that this issue with the tracking number has never happened before, and it was a mistake by Dish. A supervisor, ****, stated it is a mistake, and he doesn't know why the tracking numbers are the same. Also, **** could not explain why the order number was the same for the outgoing and incoming ******. **** understood that the ****** may never be shown as received by Dish because of the tracking number issue. **** further stated that he does not know how to resolve the problem and absolutely refuses to issue me a credit for the receiver. **** stated that he is the highest level of management of who I may speak to in order to resolve this problem and this problem cannot be resolved. I also explained I have no use for a broken ******, and I should not have to pay for a ****** that was returned. I am requesting that I receive a refund of $350.00
Business response
11/14/2024
October 30, 2024

Mr. ******** ****
71 D*** Rd.
***********, MT 59404

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

Dear Mr. *************** October 28, 2024, we received your complaint, dated October 28, 2024, filed with the Better Business Bureau.

You stated that you were charged $350.00 for a ****** 3 receiver even though you returned it. You do not have the tracking number, but said that we should have a copy. You requested the $350.00 charge be refunded.

Our records show that on August 10, 2024, we created a replacement order for your ****** 3 receiver. Customers have 30 days to return the replacement unit or the account is charged. While we do use *** as a shipping vendor, we do not have access to the tracking number assigned for the return. Although, you stated you did return the replacement receiver, we have not received it.

On October 7, 2024, a $350.00 unreturned equipment fee was applied to your account and collected via AutoPay on October 26, 2024. In the interest of customer service, I removed this fee and issued a refund to the credit card on file. Please allow ***** business days for processing.

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.

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

Customer response
11/17/2024

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. This issue has been resolved. No further action is needed.

Sincerely,

******** ****
Initial Complaint
10/22/2024
Complaint Type:
Billing Issues
Status:
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.
On the phone with ******* badge# 3C8 Will not honor the agreement that i signed up for 2 years back in July of 2024. I was told it would only cost a few dollars more per month with the ******. I signed up. Then the October bill comes at over $100. The bill is supposed to be around ***** dollars per month. So in the middle of the contract Dish network took it upon themselves to raise my cost an additional 720 dollars more over 2 years. Even though we have a contract stating a different quote they want 30 dollars more per month. The deal was explained in July 2024 and i quote its only gonna cost a few more dollars for the ******. The agent clearly lied to me and the deal was signed under false pretenses. So either let me cancel without any penalty or have my monthly bill adjusted over the next 2 years at $75.00 per month
Business response
10/25/2024
October 22, 2024

Mr. *********** *******
**************
******************************

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

Dear Mr. ****************** October 22, 2024, we received your complaint, dated October 22, 2024, filed with the Better Business Bureau.

You stated that in July 2024 you signed up for a two-year agreement with a guaranteed monthly rate of $75.00 for two years. You expressed concern this rate is not being met, and you requested it be honored or the early termination fee waived.

On July 6, 2024, you called in due to losing satellite signal. **************** recommended that you install a ******, which you agreed to. Part of the discussion did cover billing differences between the two receivers. The agent mentioned a minimal cost difference because a courtesy credit is provided for two years to cover the cost difference between the two receiver models.

After reviewing your billing, the upgrade has had no effect on your monthly rate. In June 2024, you were charged $27.00 in receiver costs ($7.00 DVR capability + two $10.00 HD DVR Receiver) and in October 2024, you are still being charged $27.00 in receiver costs ($15.00 ****** DVR + two $7.00 **** receiver - $2.00 courtesy equipment credit).

At the time of the receiver upgrade, you were receiving a $25.00 monthly credit for a year. Every billing statement sent notified you of this with Courtesy 1 of 12, Courtesy 2 of 12, etc. You received the final credit on your September 2024 bill. Please note that at no point on the July call, was there a promise to continue this credit. Additionally, on the same call, DISH Protect Silver was added free for one month. As this was not removed, you started to be charged $11.99 per month for this service. I removed and credited the amount you paid for this service. This leaves you with a one-time credit of $12.38, prorated credit of $12.53 and a monthly rate of $85.99 plus tax.

Considering we did not guarantee a rate in July 2024 when you agreed to a receiver upgrade and you were appropriately notified of the expiration of the $25.00 credit, your billing is accurate and the early termination fee remains valid.

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

Sincerely,

***** *********
Team Lead
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ********* *****
Customer response
10/26/2024

Complaint: 22458140

I am rejecting this response because:

Sincerely,
This is an absolute lie. Dish is lying they are in breach of their contract and will not get paid for any termination fee.
Initial Complaint
10/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In August 2025, I referred my sister ********** ****** to DishTV via the "Refer a Friend" program. I had been trying to have her move her TV service to Dish for many years, and FINALLY she agreed.She contacted Dish with the referral code I gave her, but the Dish representative she spoke with didn't seem familiar with this. She was told that she would have to first get her DishTV installed, and then contact them & give them the referral code. She immediately arranged for an installation and after her TV was connected, she did this. Still no one seemed to understand. After she let me know this, I called Dish and spoke to someone in the "Refer a Friend" program who told me "No problem... The $100 in bill credits would be applied to both of our accounts after her account was active for 30days. 30 days passed and still no bill credits. I called again and was told that ************ account was "ineligible" because it had been opened more than 30 days ago! Well, DUH... of course by then the account had been opened for more than 30 days by this time! Bottom line... 1. We are both happy with our *************** and 2. The request for these bill credits was absolutely done within 30 days of the account being set up. My account # is #****************. ************ account # is: #****************. We aren't looking to get something for "free". We are just trying to each get the $100 in bill credits that the "Refer a Friend" program offered. If you would please apply $100 in bill credits to each of our accounts, we will be satisfied and this complaint can be resolved. Thank you. ***** ******
Business response
11/15/2024
November 13, 2024

Mr. ***** ******
*****************
********, TN 37066

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

Dear Mr. ***************** October 22, 2024, we received your complaint, dated October 22, 2024, filed with the Better Business Bureau.

You stated that you referred your sister under the Refer-a-Friend program. You called in after your sisters service was activated,and you were advised both accounts would receive the $100.00 bill credit offer. You requested this offer be applied to yours and your sisters accounts.

When we spoke today, I informed you that both accounts would receive the offer. The bill credits (for each account) will be meted out as $10.00 monthly credits for the next ten months.

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

Sincerely,

***** *****
Manager - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.

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

Customer response
11/16/2024

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. While I have yet to see the promised bill credits in my account, I trust that ****** will apply these as promised. If they do not appear, I will contact you again.

Sincerely,

***** ******
Initial Complaint
10/21/2024
Complaint Type:
Billing Issues
Status:
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.
I was receiving a "courtesy" discount of $50 on my Dish Network account. The discount expired so I called Dish to cancel my account. I was transferred to the "Loyalty ***** and was told they would reinstate the discount. I asked if they were going to then increase my rates the following month, after I signed a renewal commitment because they have done that to me multiple times in the past, and was told no the rate was locked in and it wouldn't increase. Two months later there was a notice on my bill that the rates would be increasing by $7. I immediately called and was told that that was a message that was on all the bills but that I was under contract so my rates wouldn't increase. Based on his representation that my rates were locked in, I signed up for the free ******* account with a 24 month commitment. I asked if that meant my rates would not increase during the 24 months and was told no as long as I was under contract. The next month I received my bill and the rates had increased. I don't understand how I can be committed to stay with them when they can change the amount they are charging at any time. I committed to the contract at a specific monthly rate. I want my rate to go back to what I committed to or to be able to cancel my account without a "early termination fee".
Business response
11/07/2024
October 29, 2024

Ms. ****** *******
******************************************************

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

Dear Ms. ****************** October 22, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You said that you called in when your promotional credit expired, and you were told that the $50.00 credit would be reinstated and your monthly rate locked in for the commitment period. You called in again when your rate went up by $7.00. You agreed to another offer and commitment for *******, and indicated that you were told your rate would not change. You would like to receive the rate you were quoted or be released from your contract.

I reviewed the first call in question from July 12, 2024; I found that you were specifically advised your monthly rate is not guaranteed during the 12-month commitment. I also reviewed the second call from August 26, 2024; again, you were told your rate would not be guaranteed.

Your current monthly rate is $94.63 and subject to change. Your request to be released from your contractual commitment is denied.

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.

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

                ***** *****

Customer response
11/07/2024

Complaint: 22456384

I am rejecting this response because: First of all I called to cancel my service because I'm tired of having to call every year and go through multiple departments, even though I ask for the ******************* to get the "courtesy credit" reinstated. They talked me into staying on and I specifically asked if my rates were going to go up in a month or two after I commit to a 12 month contract. I was told that she was not aware of any increases and on my next bill there was a notice that the rates were increasing. Then I called in and was told by the representative that I was under contract and the $5 increase would not apply but the $2 increae for the local channels would still apply. Based on this representation I went ahead and signed up for the ******* deal. I don't understand how it is legal to commit someone to a contract at an agreed upon price and then increase the price the next or two. You might be getting this $7 from me for a few more months till the "penalty" decreases a little bit but I definitely will not be staying any longer. I've been with Dish for 13 years and that's the only reason I renewed this time when I was planning on switching to *********** but I will not fall for it again.

Sincerely,

****** *******
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Big scam - Dish Network is not sending out the prepaid $500 Mastercard they advertised for switching to their service. I have phoned many times to get my card but just get delay upon delay. I have talked with their "customer service" offices in ************ and the Philippians and it seems they are trained not to honor the mailed offer.
Business response
11/14/2024
November 13, 2024

Mr. ******* ******
*****************
******************

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

Dear Mr. ***************** October 22, 2024, we received your complaint, dated October 21, 2024, filed with the Better Business Bureau.

You stated that you were offered a $500.00 gift card for signing up, but you have not received it. You requested for the gift card to be mailed to you.

When we spoke today, I informed you that your account was not established with the appropriate offer code to qualify for a gift card. As an exception, I applied a $500.00 credit to your account in lieu of the gift card. You accepted this resolution.

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

Sincerely,

***** *****
Manager - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.

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

Customer response
11/14/2024

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
10/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
System will not accept local stations as I have payed for. I WILL NOT pay for the installation of the new device.
Customer response
10/21/2024
My account continuously witnesses a break in coverage when a national sports event is broadcast. "local Channels Interrupted'. I demand an explanation as they say I need a new receiver....this is in them, NOT ME! Its been over 1 year now, I demand an explanation...and monitory compensation.
Desired Resolution: Billing Adjustment
Business response
11/05/2024
October 25, 2024

Mr. ***** ******
2283 Holtspur Ct.
*****, CA 95376

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

Dear Mr. ***************** October 21, 2024, we received your complaint, dated October 20, 2024, filed with the Better Business Bureau.

You said that your system will not accept local channels and you refuse to pay for new equipment.

A review of your account reveals that your equipment is obsolete and requires an upgrade. There would be no upfront cost, but there is a monthly fee of $15.00 for the **** However, this fee is discounted for 24 months by $8.00 to $7.00 for the first two years. There is also a 24-month commitment required.

Please note: your local stations are still available, but they are between channels 6395 and 6403.

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.

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

                ***** *****
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered tv service from Dish Network about a week before the technician showed up on October 25, 2024 to install. He couldnt get it up and running so he came back the nest day October 26 and still couldnt get it up and running. He said it would be the next week before they could set up another schedule. So I told them to just cancel. Now their charging me $576.29 for cancellation. If they had gotten me up and running on day they scheduled i would have kept Dish Network. But theyre the ones that failed at the job by sending an incompetent technician out . I shouldnt be punished for their failure.
Business response
11/01/2024
October 30, 2024

Mr. ****** *****
******************************************************************************************

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

Dear Mr. **************** October 21, 2024, we received your complaint, dated October 18, 2024, filed with the Better Business Bureau.

You stated that your system was never properly installed,and your efforts to correct the issue with the installation company were unsuccessful. You elected to cancel your account; however, you are being charged an Early Termination Fee (ETF). You requested the removal of your account balance.

Our records show that your service was installed on September 25, 2024, by a third-party company, Satellites Unlimited. While you stated that you contacted them directly to have your installation corrected, we have no record of it because they are a contractor; therefore, when you contacted us to cancel, we were unaware of any technical issues.

In the interest of customer service, I waived your account balance,including the **** Please use the return kit we sent you for the return of the leased equipment (receiver(s) and remote(s) only).

We strive for excellent service and apologize your experience was unfavorable.

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************
                ******,CO 80210
Initial Complaint
10/18/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
MY BILL INCREASED FROM $80.32 TO $87.73 WITH NO EXPLANATION
Business response
11/05/2024
October 30, 2024

Mr. ****** ******
********************
*******************

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

Dear Mr. ***************** October 18, 2024, we received your complaint, dated October 18, 2024, filed with the Better Business Bureau.

You stated that your bill increased from $80.32 to $87.73 without explanation. You requested that it be adjusted back to the $80.32 monthly rate.

DISH Network does not own the networks that you watch and we pay programmers for their channels. The cost of programming has changed your overall total from $80.32 to $87.32. Our largest and fastest growing expense is related to the cost we pay the channel owners.We are known for fighting to keep our prices low. All pay-TV providers have had to accept significant price increases from the channel owners. The local broadcasters of ***, ***, *** and *** stations continually force us to pay more for their channels or threaten to remove them from our customers. The cost for these channels has risen over 200%over the past five years. There are just a couple of large programmers that own most of the channels you enjoy. You may only watch a few channels, but these large groups require you to subscribe to all of their channels.

These changes went into effect on your October 19, 2024,billing statement. You receive your bill electronically. We emailed a bill notification September 15, 2024. On that billing statement (copy enclosed), you can see language on page one about the $7.00 price increase.

You are currently receiving a $15.00 promotional credit,which is set to expire in three months. While your account is not eligible for an additional promotion, I added a $7.00 credit to your account for the next three months to temporarily lower your bill back to $80.32.

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

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
DISH Network, L.L.C.

Enclosure

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

Customer response
11/05/2024

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,

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

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