I signed up for DirecTv in August of 2006. I was told on the phone that I would have a one year contract and that I would own all of the equipment at the end of the contract. I have had their "works when it wants" service for one year and 5 months, and I still don't own the receivers. I called DirecTV and they told me that I received a copy of the contract, with my first bill, stating that the receivers are lease only, and I never received anything but the bill every month. I was also informed that I have an 18 month agreement, not a year, like I was told when I ordered the service. My 18 month contract should be up this month, but according to DirecTV, it's not up until April, because I added another receiver, which I owned. According to them, adding a receiver that I owned, was upgrading. I was told that if I wanted to keep the receivers, that I have had for almost a year and a half, I would have to pay $150.00 for each one. I am also getting charged for a receiver that I got from my mother, which was paid off. I have never received or signed a contract with them, but they claim that I made a verbal contract when I ordered the service. I have contacted them, and I received an e-mail back pretty much telling me too bad and deal with it. I was told that just before I got my service in August 2006, they changed their policy and made it so that you could only lease the receivers. You could own them, only if you paid $150.00 per receiver. I called them two days ago and all of a sudden their policy changed back to owning and not leasing. So, for a just a year, you had to either lease them or pay for them. I have contacted the Better Business Bureau and my attorney regarding the matter. I have played my last game with DirecTV. All of their employees are incompetent, including the supervisors. I am telling everyone that I know not to take Directv. Their service sucks, when it actually comes in. If my husband farts too loud, I get a black screen on the TV. THAT IS ABSOLUTELY RIDICULOUS!!! I don't understand why there isn't a class action suit against them. If there was, I would be in on it, in a heartbeat.
I ordered Direct TV service on October 30, 2007. The salesman lied to me when he said the cost of the hd dvr (about $200) would be given back to me in the form of a rebate once the service was activated. When I found out this was not true, and after a poor installation experience, I decided to cancel the entire service, within my 3 days right of rescission.
After 2 different billing problems that my credit card company helped get reversed, I received a bill for about $200, almost two months after canceling the service. I had no idea what it was about, turns out they bill you for the initial hddvr, even though it was RETURNED TO THEM, IN THEIR BOX, WHICH THEY PROVIDED. So, here is a company that charges you for something you don't have, and have returned it in a timely manner. Where do they get off doing something like that?
This is the worst customer experience (besides xm radio) that I have ever witnessed.
A resolution dispute specialist promised to call me back, never did. Just a horrible experience, and I hope no one orders direct tv again, hope they go out of business.
I had Direct TV for 6 years, 3 month ago started getting bad reception, called them a few times, gave me...
In August of 2007, we began experiencing problems with DirecTV’s service and equipment. A DirecTV representative instructed us to go through several procedures and discovered that the receiver was bad. She said she would ship a new one at ‘no charge.’ Once the new receiver was installed, we still experienced problems. Next, the DirecTV representative dispatched a repairman to resolve the problems. Again, the DirecTV representative insisted there would be no charge for a service call.
On the next DirecTV bill there were charges for the new receiver, shipping and the service call. After many phone calls the bill was down but still not right and no one would honor the ‘no charge’ agreement all of the DirecTV representatives had stated would take place. Needless to say, after countless phone calls, arguing with so many DirecTV representatives to no avail, we chose to cancel the DirecTV service.
It took even more countless phone calls (being told the return box was shipped; oh, no it wasn’t; yes it was…etc.) and 3-4 weeks later, DirecTV managed to send a return box for the receiver, remote and card. We returned their equipment the next day, in a timely manner.
This nightmare grew even worse. Our bill is now $147.86 and for what... canceling the DirecTV service? According to DirecTV representatives, we are ‘new customers’, i.e.: once we activate a new card we are ‘automatically’ agreeing to a NEW contract. Never once did any DirecTV representative tell us this, is stated it in any of DirecTV’s printed material or on their web site. The real kicker is, (1) we have been DirecTV faithful customers for approximately five years so this isn’t a ‘NEW’ service; (2) we have never signed or verbally agreed to any contract and (3) never once has any of DirecTV representatives implied or stated by activating the new receiver and/or a new card would we be agreeing to a new contract.
It is our firm belief that we are not under any actual or implied contract with DirecTV, we have returned all of the DirecTV equipment, have paid in full all monies owed DirecTV and having been a customer in good standing for many years we are under no obligation or contract (implied or otherwise) to pay the $147.86 for canceling the DirecTV service.
After all of the aggravation, etc., they are threatening to ruin our credit rating by placing the bill with a collection agency.
If anyone in the Volusia County FL area wishes to start a class action lawsuit against Direct TV I am in with...
VV Direct with above address, no telephone, no website, has been sending me porn videos. I didn't have contact with them. It appears they have a relationship with a company called Pharmazone Fulfillment @ 7000 n. 16th street, ste 120-454, Phoenix, AZ. 85020, that sells supposedly sexual enhancement stuff. Since I lived in Phoenix before I'm betting that ste. address is a mail box. It seems all the sex companies work together. That's my opinion. I'm guessing the only way to stop them charging your credit card is to cancel it!
In November 2006 I bought a very expensive high definition DirecTV receiver with TiVO HD; it was about $1500 all told. At that time, I was told by the authorized DirecTV vendor (Weaknees.com, in West LA) “not only does this work great now, but it’ll get better when DirecTV adds 100 HD channels by the end of 2007!” Which they did. The only catch? Those channels are in MPEG 4 format, and the TiVO only understands MPEG 2. In essence, DirecTV turned my TiVO into a very expensive brick. BTW, after this happened Weaknees told me they’d been blind-sided by DirecTV as well, and had no advance warning the company was changing protocols in order to increase its HD channel lineup. I believe them, as I know several people there and find them to be reputable.
To make matters worse, DirecTV also dumped the TiVO platform in favor of their own DVR, conveniently made for them by another Rupert Murdoch-owned company, NDS. Every web site and gadget guru that have reviewed these models (the HR20 and HR21) all conclude they are sub-standard when compared to a TiVO. Even DirecTV’s own installers, when visiting me last Saturday to discuss why some HD channels I was receiving are no longer there said the same thing. “Dude, our unit totally sucks compared to a TiVO.” And a few months ago, when I talked to a DirecTV Technical Support rep on the phone, he told me, “If you’re a TIVO fan, you’re going to hate our unit. But if you don’t swap your TiVO for our DVR, you won’t be able to view or record HD shows anymore.”
I bit the bullet and decided to take a $1500 loss and dump DirecTV in favor of Charter Cable. When I called to cancel my DirecTV account, I was informed I would have to pay an early cancellation fee of approx. $137.50 because I was terminating my contract before November 2008! (I actually never signed a contract; there is small print on the installer's worksheet.) My credit card was already charged by the time I wrote this. I was also told I’d have to contact another dept. to dispute this decision, which I did. And here’s what they wrote back:
Billing Dispute -- Early cancellation fee.
Response (Ivy C) 01/08/2008 03:17 PM
Dear Mr. Gruberman,
Thanks for writing about your DIRECTV bill. I'm sorry to hear that you canceled your DIRECTV account because of the recent changes we have had for DIRECTV HD System.
When I reviewed your account, I found that we did our best to give you all possible offers you can get to continually receive all the HD programming. Unfortunately, you declined our offers and canceled your DIRECTV account. Because we significantly discount the price of equipment and installations, we ask you to keep your programming for at least 18 months for standard receivers / 2 years for DVR, HD, and HD-DVR receivers. I have reviewed your account and I see that you activated equipment on 11/07/2006 and per the terms of your activation offer you agreed to a 2 year programming commitment. Since you did not maintain the minimum program requirements we have charged an early cancellation fee of $12.50 per month not completed to your account.
For more information on programming commitments please visit our web site at directv.com/agreements. If you want to continue disputing the early cancellation fee, please write to:
Attn: Billing Disputes
P.O. Box 6550
Greenwood Village, CO [protected]
Employee ID [protected]
DIRECTV Customer Service
Just because they offered me a solution doesn't mean I had to take it, as it was a lousy solution! Then to charge me because THEY changed the deal, but they claimed I didn't cooperate with them? It's not right.
I called direct tv and ordered a four room installation with one of the receivers to be HD. We got the total choice package. She said we would get free Show time and free Hd for the term of our one year contract. So I asked her what my total bill would be each month. She said 49.99. Then I asked her again "you mean my total bill every moth would be 49.99?" She said yes plus whatever tax, about 1 or 2 dollars more and you will have to give us a credit card # and a 99.00 charge for installation would be charged, but you will get refunded for that. Ok great, sign me up. It took three months to get my 99.00 refunded and I was being charged for three extra receivers at 4.99 each which put me at about 71.00 a month. After hours of talking with someone they waived 2 of the receiver charges and I agreed to pay for one. Now my bill is 56.00. So about three months ago my bills stopped coming to the house and they called and said they were going to interrupt my service. They said the bills were being sent to my e-mail. I never authorized e mail billing. So I checked but most of the bills were being thrown into my spam folder. My contract was to be up on jan27 2008 so i called today to cancel after that and they tell me I have a two year contract because I got an HD receiver. They said I would have to pay an early cancellation fee (a couple of hundred dollars. Nope I said I wont pay it. Check your quality assurance tape that you recorded on jan 25 2007 and you will clearly hear your rep telling me I had a one year contract. I hooked up a great antenna and am now getting 14 channels of HD that blows away satellite HD and the best thing is its free. Feb 2008 is the deadline for broadcast networks to stop analog broadcasting. Every thing will be in digital. I getting NBC CBS ABC FOX the CW channel and many public broadcasting channels for free. No more satellite bills. Their programming has really gotten crappy any way.
When my wife and i signed up with directv i called the directv number in the phone book. And when someone...
I have subscribed for Direct TV connection choice package. At the time of application, the sales representative told me that I am eligible for $20/month rebate so that I will pay effectively 29.99 per month.
I have received only one rebate form for $10.oo/month. When I called customer service, the reply was "we are showing that you are eligible for $10.00/month rebate only". They are not willing to check the conversation at the time of subscription.
The representative (Bob) at Billing dept of Direct TV threatened me that they will send me penalty notice for $480.00 if I cancel the deal.
I was totally mislead and cheated by sales rep for which I am now being forced to pay $10.oo more for 12 months. The customer service dept at Direct TV is not willing to check the recorded conversation at the time of acceptacne of the package. It is totally a big scam.
Tried Directv thinking I could get a better deal. Read the fine print, 4 free months of everything (as long as NFL Sunday Ticket is purchased. OK...That was my fault, but when the DVR started messing up over and over I got tired of having to reset everything and miss scheduled recordings. After many phone calls and e-mails I was told that I could get a new DVR, but I would have to sign up for a new 2 year term. OK, anything to solve all the problems. Technician came out and installed a new DVR. More DVR problems which I wrote down each time it happened. Kept calling and e-mailing but problems kept coming. I canceled service shortly after getting a new DVR and Directv sent me a last bill zero dollars due, but as promised by the company $288 was charged to my credit card. If there would have been few or no problems, I would have kept their service.
To people signing up for service, I would suggest using another provider.
I had been a DirecTV customer since September of 2001. I had been very happy with my service and really did...
This is my first winter with Direct TV and my service goes out whenever it snows because of accumulation on the dish. This can last for a few hours or a few days. I can understand why issues with tranmission of the signal might occur during inclement weather. What I don't understand is why such an exposed, vulnerable satellite dish would be installed in the snow belt without an enclosure.
Customer service at Direct TV advised me that I would have to clear the snow myself 2 1/2 stories up or wait until it melts. They also reminded me several times that I am under contract until Feb. of 2009.
I have phone numbers to call and report complaints to at the end of this!!!
Gee, there seems to be a trend here! I had a similar experience with direct tv in california. When we called regarding the ad in the mail, the salesman told me that the cost would be $44.95 a month for the choice xtra programming per month. In addition, we would receive three free months of hbo and a free portable dvd player. We specifically asked him what our first bill would be as we were having them directly debit our account. He stated that it would be exactly $44.95. We asked if there was anything else to be done to get the dvd. He said "no." we asked him how long the contract was for and he said 1 year. We signed up and an installer was sent out in 2 days! Wow, we thought great service! Wrong, wrong, and wrong again!
Seven days later, i noticed a debit for $67.95 on my account. Direct tv had debited the first months bill. We called and the customer rep said that we had to send in a rebate form with our first bill in order to possibly get the monthly rebate. We told them what had been told by the sales rep. They said we had to send in the rebate form-no discussion. My husband asked them about the dvd player. They said we did not qualify for the dvd player because a local installer had come out to install the dish and receivers. We told them that they had sent out the local installer-not us! They continued with the same stonewall tactics-that a local installer had come out, so we didn't qualify for the free portable dvd player! We told them that we wanted to cancel the service. They said that we had 3 days to cancel and that it was too late. We would have to pay $320.00 if we wanted to cancel! They also said that we had an 18 month contract! We said "no"--the rep told us 1 year. "sorry, but your contract is for 18 months." i told them that it was false advertising, misleading salesperson, etc and that i was going to call the better business bureau. The rep jim said, "go ahead!"
Now all this happened after 20 phone calls, being hung up on after transfers to a manager 3 times! This was the response after all those calls! I found this website after these problems! Hindsight is 20/20! Here are the places to call and the numbers to report your problems to:
(1) federal trade commission:
(2) better business bureau in colorado:
(3) california state attorney generals office:
Some states have filed suit. For example, florida, idaho, illinois, kansas, maryland, massachusettes, montana, nebraska, nevada, new jersey, new mexico, new york, north carolina, ohio, oregon, pennsylvania, texas, tennessee, vermont, and west virginia joined in a lawsuit for false advertising. Call this number [protected]) if you are in one of those states and had trouble before may 11, 2006. Call and report to your state attorney general office to report complaints and maybe if we band together, something will happen!
Also, call your local better business bureau if direct tv is in another state! As i have read on the other blogs, i am sure that this will not be the end of the problems with this company!
Direct Tv was supposed to come out on a Sunday to install my system between 8-12. I took 1/2 day off from work (I am a server) so that I could be there during the installation. I called them at 1:00 to find out what was going on, and they said that it was never assigned to the route that they would get someone out by 5pm, so I called out of work again for the 2nd 1/2 of my shift. They called me back at 4pm and told me they could not find anyone to come out there. I was livid, so I told them to forget it. Then the field supervisor called me and told me he could be out there by 5:30. I explained to him he would not be able to see because it would be too dark. It then started to rain. he called me back to tell me he would not be able to make it because it was raining. He told me he would come out a few days later after 5:30 when I got home. I said ok. He then called me at work to tell me he was in the area, this was at 12:00 it was now or never. He told me it should only take 20 to 30 minutes because i gave him permission to start without me installing the dish outside. So I took my lunch and went home for them to install it. it took 2 hrs. they ripped all the wires out from the cable company and said we could not use those wires because they did not have any voltage. Direct TV told me installation was included. he tried to charge me $75 for the install. Then he threatened to put a lien on my house and come and rip out all of the wires from the house if i didn't pay him. I called direct tv and they told me he was trying to scam me. After hrs of everyone calling me it comes to find out it was considered a custom job and i would've had to pay for it. so on Christmas eve i lost my signal so i called them and we tried to troubleshoot together. So they made an appointment for someone to come out 4 days later. 4 days without TV? I don't think so. So i climbed onto the roof and noticed that when the dish was installed, he did not secure the antennae to the dish so the wind blew out the antennae. I called them back and told them all they need to do is put a screw in it. They told me that someone had to be there. After 1/2 an hour of arguing with them i finally gave in and told me wife she had to take 1/2 day off to be there. When they came they proceeded to give my wife a lesson on how to use the remote control, but didn't put the screw in like we asked them to. The antennae fell out 2 more time before they got there. Needless to say this all happened within the first 3 weeks of me getting this. I called to try to cancel it and they told me NO! How can I get out of this situation. Plz advise smb!
Direct TV is a company which people should be aware of. I ended my using them after using a debit card to pay my bills. Then upon leaving them I sent them back all three receivers as agreed. Then found on Christmas Eve that they had a computer error resulting in my card being charged for one of the receivers. This is after someone had called me from there days prior confirming that they had in fact received the receivers. I called them on Christmas Eve after finding they had charged my bank account for a receiver (over $200.00), they acknowledged the error, told me I will be getting credit but can't tell when. Joh Q Public should watch them and be careful what information they are given because they can have things such as this happen resulting in better profit margins in the event John Q Public doesn't catch it.
I called again today the day after Christmas spoke with a representative attempting to get her to tell me when the credit will happen, she put me on hold and hung up on me.
Great Company huh...
!!Merry christmas to you too Direct-tv!! One hour before christmas and all through the house, Not a creature...
Below is a copy of a complaint letter I filed with DirecTV through their "Contact Us" form. Apparently they do not have a mailing address for official complaints and accountability is non-existent just like their support for subscribers in multi-dwelling units.
I will post any response or resolution to assist anyone else experiencing similar difficulties.
To Whom It May Concern:
I just experienced the worst US based customer service of my life. As a subscriber I am being put in the middle of a finger-pointing session between the contractor selected to provide service (Consolidated Smart Systems [protected]) and DirecTV, to whom I pay a subscription fee for service.
Equipment was installed by Consolidated for my building and the wrong identification info was provided in the paperwork to DirecTV thus preventing the building from properly receiving signal since the actual equipment is not authorized. My building manager has been in contact with Consolidated on multiple occasions and they are unresponsive since the problem is with DirecTV programming.
I contacted the DirecTV customer service department this evening hoping DirecTV would be proactive about resolving the issue and allowing their subscribers in the building to resume service. This was not the case.
I spoke with the level one customer service person expecting to escalate, which I did. I then spoke with Helen-LC597, a supposed supervisor. She was indignant and rude when I attempted to explain the situation, claiming DirecTV has no way to obtain authorization to resolve the issue and that your company is not even permitted on the premises--even with approval from the property manager. She refused to provide me with any information at all and told me to contact my property manager and nothing else. I requested to speak with her supervisor and was quickly passed along to Nancy-LC044. Nancy was more pleasant than Helen at first, but quickly regurgitated the same information like she was reading from a script. I asked her the following simple questions: 1) Can you please provide me with the phone number for my property manager to call to resolve the issue; 2) Can you provide me with the physical address to which I can send a complaint; 3) Can you provide me with your supervisor's name?
Nancy flatly replied "NO" to all three simple requests. Is this the role customer service plays in your company? Is it somehow not in DirecTV's interest to ensure their subscriber's are able to receive signal in their building? How am I, the consumer, supposed to resolve this issue? Any enlightenment you can provide will be greatly appreciated.
I look forward to a prompt response and a swift resolution to this issue. This has been going on for weeks and is expected to go on for several more weeks if nothing changes.
The address of the property in question is:
Santee Village Condominiums
738 S Los Angeles Street
(I'm in unit 306)
Los Angeles, CA 90014
I can be reached via e-mail or telephone as listed in this request.
For a company priding itself on customer service you sure are acting a lot like a cable provider. Do multi-dwelling units count when measuring customer satisfaction?
I signed up for installation & service of DirecTV satellite TV through a DirecTV provider, the smart circle.
Because of the nature of my work, I have had to reschedule in the past because of being out of town, and they have always been kind & accommodating in rescheduling.
We finally had a date set for Tuesday, December 11, between 12-5pm, and I made arrangements to be available for the installation on that date.
Well, last week they changed my installation date at the last minute (on Monday 12/10), from 12/11 to 12/19, and I made considerable arrangements to be at my home today between 12-4pm.
It's now 4:40pm, no one has called or shown up to install my DirecTV service.
I've had it--I don't have time to deal with this during the holidays, and I believe that if they weren't going to install today, they could have at least extended the courtesy of a phone call.
Now I've blown four precious hours that I will never get back, came back from a trip out of town a day early to be here for this, and I still do not have satellite TV service.
This is not the way to start a business relationship, and now I don't intend to.
So I guess we're going to have to get by for now with our sub-par cable service, since I can't seem to find anyone to provide us with reasonable, dependable and reliable television service, and I do not have the time to sit & wait for DirecTV to maybe show up and provide the service I thought I signed up for, and expected to receive.
Apparently there have many of the same complaints...so maybe this will not be addressed.however recently I brought a new TV with the plan to watch HD stations... Directv has made 6-7 visits to my home with multiple technicians who have not connected the television correctly... (please be aware that we were hoodwinked and told we NOW need to purchase a larger satellite and HD service.) Every week I have a conversation with the customer service department trying to trouble shoot our problem. We continually receive SEEKING SATELLITE SIGNAL 771... on the screen despite our efforts to follow the over the telephone directions from customer service... This is becoming tiring not being able to watch our new television. A proper response would be more appropriate that rescheduling incompetent technicians. At this point we are prepared to cancel our service... switch to Timewarner and contact the attorney general for theft of services... Oh... I also don't like not having TV when there is bad weather... this is when you need TV.