They lied to me about packages and prices until the technician(Who has no idea about the package you bought) comes to your house and install the antenna. After the antenna is installed there is no way to get out of the contract. In my case, i was told by 3 different employees that i was going to pay 39 dolars per month for 200 channels, and 1 dvr and 1 receiver was already included. Me and my wife made sure that no other fee would be charged, and the first bill would be $39 plus taxes(We asked that question several times).
The techinian came and installed the antenna, and i asked him" so i have the 200 channels package right?" and he said, " i don't know the package you have, i just install the antenna", than he showed me a paper full of numbers and codes for me to sign, i signed and he took it with him. So, after one week i received a bill for 70 dollars.
I called customer service to find out what had happened.
Their employee told me that i had a 2 year contract and that the price was right for what i chose. I talked with 3 different customer service representatives before i decided to change to direct tv and no one told me about the 2 year contract, and all of then 3 told me the same monthly fee(39 dollars). After the antenna was installed i received a contract letter. In the contract it said that if i disagree with the contract that i could call and cancel the contract, and thats what we did, but the antenna was already installed and that was enough to be stuck in the contract. I have called direct tv many times to try to get some justice, it took many calls to lower my service to a cheaper package( they would tell me that the change was done, but than i would check it, and no change was made), i got hung up on phone a couple of times. I could write three pages about everything that has been wrong with direct tv service. I have had accounts with time warner and charter, but direct tv is the worst by far!!!!
I recieved an offer in the mail to sign up with Direct tv sattelite service, seeing that it would save me some money I called the number on the flyer. I payed them upfront and was told a tec. would be out to install within 24 hours. 24 hours later I called them and was told that no one could have told me that because it takes longer than that to get a tec. out. Now I was getting a little upset because I called the other company I had and had my cable turned off thinking that the other would be on. So 2 weeks later the tec. shows up! 2 weeks of NO TV with my daughter home just having surgery!! Then I started having problems with the reception due to the sattelite being put in the wrong spot But I thought I was ok because I paid an extra $67 dollars when I signed up for a protection plan. BUT NO I was told that wasnt covered because people would want it moved because of the way it looked! I told the man its not my fault the tec. installed it wrong but they didnt care and wanted another $100. I told them forget it I would hire someone myself so I could watch tv within the next 2 weeks! In October I had more problems so I called to ask for a tec. to come fix it and they said ok 24 hours LOL I should have known better!! One month latter I hired someone AGAIN to have it fixed!! So beware when you order DIRECT TV go straight to them! They couldnt help me because I had used a (i guess )sub-contractor for Direct tv. So do not order from the number _[protected]_ they are nothing but liers !!! I am still waiting for a refund for the protection plan that I payed them for !! SO ORDER ONLY DIRECTLY FROM DIRECT TV
After I terminated I had a credit coming and they never sent it. Then 3 months later used 1/2 the credit for PPV billings from almost a year before which I had never ordered. Spent almost 1 hour on phone w/ 2 reps who semi-politelely pretended to "research " my complaint and then told me " no disputes can be resolved after the service is terminated. Suggesting that if I resumed the service something might be "done".
What a way to do business - even if the charges ($26) were appropriate the fact they were trying to collect them almost a year later.
The statement also says "Payment enclosed" and of course , it was not !
I will certainly join in w/ anyone who wishes to persue this thin further.
They have the worst customer service. we received a bill that had 80 dollars worth of ppv. they said they were gonna credit it 3 months ago. Its now added back into our bill. we paid by debt card and authorized our payment of 65 dollars then we received our bank statement they authorized 2 payments of 10.99 and 2 payments of 14.99 with out our permission now i had to close my bank card and wait for a new one while they investigate. Im pissed so then i gop to call to cancel they want to charge me 120 fee to disconnect its been 12 months and the early disconnect is on the dvr player i already bought. Im so upset my 65 dollar bill is turning into a 400 bill and its ridiculous. Other people need to be warned.
Here is a copy of the letter we sent out today with regards to our early cancellation of DirecTV. Company is under-whelming and over promises and under-delivers. And apparently under- staffs as well.
Will update this blogsite if we have a formidable outcome w/ company.
PO Box 6550
Greenwood Village, CO
November 26, 2007
To Whom It May Concern:
I am writing today to express my great dissatisfaction with regards to your Customer Service and to request a full refund of all fees associated with our early cancellation.
Our family was a DirecTV customer for approximately 1 year’s time. We chose DirecTV based on value (we chose a ‘bundle package’ with Qwest our telephone company.) Initially we were disappointed with our service, as we often experienced outages and scrambled signals when it rained (we live in Seattle and rain is a given).
We paid to upgrade our service to include HDTV, and then learned after the fact that our local network channels would not be supported. When we called to complain, we were told we could petition, and then still every single broadcast network declined the petition.
We needed to ship equipment back in exchange for our new HDTV receiver box. We did not do this in a timely enough manner, and DirecTV charged us a ‘non-returned equipment fee’. It took over 2 months to get that money refunded back to us, and countless hours on hold with customer service, most of that time waiting for someone to actually pick up the phone.
We bought a new home in July 2007. Because we were in contract with DirecTV, we knew that we would be charged if we did not ‘move our service’ to our new home. We were very upset that as a practice the company does not recycle their equipment and that instead of moving the current dish to our new home, we would have to leave it behind, affixed to the house, or pay to dispose of it ourselves. In this day and age, not recycling, is simply not responsible, and we were very upset to learn that a company the size of DirecTV would not choose to be environmentally responsible.
Despite our disappointment in coverage, service issues, and learning about the irresponsible disposal processes the company engages in, we STILL decided to move our service to our new home, so that we did not have to wage a war over an early cancellation clause.
So we called customer service ‘1-866-WAY-U-MOVE’, and attempted to schedule this move to our new home. After waiting on hold for what seemed like an eternity (I called 3 separate occasions in a weeks window and sat on hold for 30-45 minutes each time); I finally reached someone in a call center. They told me the systems were DOWN and they couldn’t help me. They transferred me to another call center in hopes their systems could support my call and request, but unfortunately nobody was available to do their job that night. I was told I would get a phone call back and they would arrange the service from there.
We did get a phone call several days later. By that time we had decided our time was too valuable to continue to work with DirecTV and we’d be better off paying more and moving our business back to Comcast. That’s when our real problems began.
So we tried to cancel our service. Again I keep marveling that a company as big as DirecTV would not invest in their customer service. I have now spent countless hours on hold with your various service representatives. Have called no less than 4 different lines, I am always redirected, and put on hold. Some of your folks are polite, some are not, I got hung up on or ‘disconnected’ 6 times in the course of trying to cancel. I did however reach someone promptly when I said I wanted to ‘add service’. Sadly that person in the call center couldn’t help me when I admitted I really just desperately needed to speak to someone b/c I needed to ‘cancel service’.
What became interesting to me is that all my time on hold, I was always re-directed back to the website. I love the internet, and prefer to pay bills, handle problems etc on websites. However I learned that you couldn’t use the website to ‘MOVE your service to a new home’ and there was certainly no path that enabled you to cancel service online or request your own money be refunded when owed to you. So the website was designed only to benefit DirecTV not the consumer.
On my third attempt I was finally able to reach someone to personally cancel my service. Despite everything I was very polite about it, we even encouraged the folks that bought our house to use DirecTV since the HD satellite dish was already there waiting for them (and we couldn’t in good faith add it to a land fill). We left them our HD receiver box so that they could initiate service right away. We later learned we were supposed to send this box back- which we did, but not before DirecTV charged us an unsuspecting $473.36 to our credit card on August 24th 2007.
It has now been over 3 months, and I have received 2 statements from DirecTV showing that we have a credit due to us in the amount of $261.36 b/c we did indeed return the box. However, with these statements, a check has never been issued. I tried the internet site, went to billing, see my credit, but there was no way to request the check. So I had to call…
Surprisingly I got someone in less than 5 minutes this round. But I was transferred 4x and each time I had to re-explain exactly why I was calling, and why it was that we were owed money. I was finally informed it was standard policy to wait 6-8 weeks for refunds and mine was due up this week. Strange since it’s November 26th and we cancelled our service in the beginning of JULY.
I am a loyal consumer and a reasonable person. But I have now had nearly 5 months of grief and my time completely wasted. I expect to have the $261.36 non-returned equipment fee refunded immediately, and the $212 early cancellation fee waived based on the above testimony. We in good faith did try to move our DirecTV service, but due to the very poor customer service along every step of the way, DirecTV as a company did not meet our minimum expectations to deserve our continued business and support.
I would appreciate a prompt reply, and a speedy remedy to the situation. I surely don’t want to call to follow up on our refunds due.
We all have choices in this highly competitive business environment, and I hope you choose the consumer this time.
We signed up for their "30 day risk free trial". My husband had been a customer 2 yrs. before and was "inactive" When I signed up I asked 3 times, this is a 30 day trial right? But when we went to cancel they said we didn't qualify and now they've been billing us 280$ for over a year. Any company in the world would simply be interested in basic reasonable customer service. Not them! Direct TV is evil! Poachers of the little guy! They should be shut down!
I am complaining about the Salesmen that came to our Senior Apartments, and lied about prices..also, refer a friend, which means you refer a neighbor, and receive a $25.00 rebate, or something like that, which I did and never received a thing.. These two guys came, they were from the San Fernando Valley, gave a demonstration about Direct TV. One was name Shaun, I believe. Anyway, they lied to about nine of us that did get Satellite TV. I called his number, several times and he never answers. I have had Direct TV for about three or four months now. I gave up...one of my neighbors is also complaining, she said she is going to contact BBB. You need to check-up on these guys, and others that lie to customers, just to make a buck...
I recently moved to arizona and was forced to stay in one place for a month or two while I was waiting for my...
I just got off the phone with three "managers", Jesus, Employee # [protected], Rene, Employee # [protected] and one other incompetent customer service employee. O'yeah Javier is supposed to call me back within 20hrs. Right! $475 dollars was withdrawn from my banking account for receivers that had not been returned to them and a balance due on my account,even though the boxes came to my house about 24 hours before the withdrawal out of my account. Every manager I spoke to kept me on hold while they took their time looking in their dialogue index for "wants their money back". I was given the same answer, it's in the policy and you agreed to this when you signed up. Agreed for them to take out as much money as they see fit without any notice! I don't think so. I asked for their permission to record our conversations and did. I am now in the process of talking to my lawyer, filing a claim with the BBB, my local attorney general, as well as the Federal Trade Commission. Their practice is unethical and should be against the law. I encourage all of you that have had similar situations with this company to file a complaint with your local attorney general, the Federal Trade Commission as well as the BBB.
On 4/15/07 I purchased an hdtv at best buy, the salesperson said they were having a promo on direct-tv. I...
Imagine this, you only have 48 hrs to decide weather you like their service or not, how ridiculous is that?! The contract i have in my hands says i can cancel within 7 days of signing the contract but when i called i was told that the contract was changes and the "charges re valid" their policies had changes and the contract i got was wrong and not valid, the apologize and said i needed to pay the amount billed for. So i guess we signed a an old contract and that our fault? These people are scammers...
The day we dropped the "free" premium channels which were part of our new customer purchase plan, we lost reception on more than half of all other channels. We reported this the next day. We were walked through a number of steps by a customer service rep. Those did not work so he suggested we climb on the roof (we have a 3 story house) and check out the dish. We refused to do that and were told to give it a try for a few more days to see if the problem would correct itself. We called again the next day to set up a service call and were walked through more do-it-yourself repair steps. This process went on for 5 days. When a service call was finally set up we were told our warrenty had expired and we would have to pay for it as well as any repairs. We'd never of paying for repairs on something that was leased and not owned outright. We requested our contract be cancelled. We were then transferred to Tony (badge number U7402)in the Retention Depart in AL. He agreed to send a service person 1 week later to install all new wiring, a new dish, and new receivers at no charge to us. When the service tech arrived his work order did not match the agreement. He talked with Shane in ID to straighten out the matter. Shane authorized him only to test the receivers. They worked, but the problem was still there. More calls were made to Shannon and Tom in OK. Tom said is was a software problem. TO BE CONTINUED
I loved directv. To think that I will never, ever use them again, still doesn't feel good. I had them for 5 years, before the event.
So what is the story? Simply put, I moved and took advantage of the movers' program. Remember, I liked directv. I didn't want to get rid of them for nothing!
Move forward another year, and I move again as I sold my home before my new one being built is finished. I suspend my service, while I live in temporary residence. My new home completed, I have directv. Come out to install. The guys show up, and the only place to put the dish is on my garage in a very conspicuous place. Then they inform me that all the hd boxes I had purchased in the last 18 months ($1200.00 worth) were no longer good and that I had to buy new ones. I have 4 hd t. V.'s in my home. That is a lot of money. I decide, with regret, that it is too much to take on. I decide to go with cable, no big dish on my garage roof, no additional cost of hd boxes etc.
Move forward a month. A get a bill for 380 dollars. Mind you I have not had a service in 7 months. They inform me that I have an early termination fee. Remember, I have been with directv for 5 years. Early termination??? I call twice to dispute, the answer each time is, "we don't understand why you have an early termination fee." you have been with us for a long time. We will escalate and get back with you. I get one more bill and then nothing.
Move forward to today, I get a collections call. Of course I go crazy. I like my credit. I call billing, and again no answers. No one can tell me why I have a cancellation fee or why I owe all this money. I am told to write a letter to disputes and they will get back with me in 10 days. Whatever. So I call the svp's office ellen filipiak. I get a gatekeeper who tells me she can help me. After telling her the story she informs me the reason I had an early termination was because when I moved the first time and took adavantage of the mover's program I committed to a two-year commitment. That is right folks, the program they have to mitigate the churn when people move, the most vulnerable time to a cable or satellite providers customer base, they slap you with a two year commitment. Interesting "mover's program". And no I didn't see or read the "service" agreement, that is my fault. But I can tell you, they didn't tell me about it.
At least now I know why, my bill was so high. But here is the best part. I am in collections now, because no one at directv could tell me why I owed the money and I was told that they agreed, I shouldn't owe an early termination. I am not in collections because I wouldn't pay. I say fine, I think you policy is deceptive and cheap, but i'll pay. However, you need to let the collections company and the credit bureau's aware that the reporting was a mistake and that I am not delinquent, but that I was given poor information. There answer: "we are not going to call equifax (The credit bureaus)."
I am now looking at a ding to my credit due to the fact that they slip in a contract mimimum at the most inconspicuious time and with little to no disclosure and the fact they gave me misleading information and the lack of information about what I actually owed an why. Their unwillingness to take action or accountability for their inability to communicate and manage their business appropriately amazes me.
I have paid the bill, early term and all and will never, ever, ever use them again. Directv's integrity is in question, their commitment to customer is in question and their overall business practices are deceptive at the very least. Finally, this says nothing for the inept dolts they employ to engage with the customers.
My recommendation: don't go near directv, they will smile while they are picking your pocket.
Mr. Chase carey, (Direct tv) I was charged for service for 14 months you never provided at all at 9833...
Company charged us for nfl football sunday package worth over $300 that we never ordered and they said we had to pay it because we didn't say we didn't want it! Fraud. They then charged my credit card for $600 to cover early termination fee which I never authorized. We are fighting it. Their employees lie to you on the phone and hang up on you. The installation team came to the house an left the receiver in the box - unconnected - and said they had another appointment.
Avoid directv at all costs!!!
I have had a similar nightmare with direct tv installation crew but i didn't find out that the direct tv and the "direct tv installation crew" were in a sense two separate entity's until i was transferred several times through every department to clear up a cancellation order because there service was terrible. First i order direct tv with premium channels. Second they schedule there install with the standard 4 hour window o. k. Next they arrive install the dish on the wall come to find out my community HOA says it must be installed on a pole in the ground mind you i'm not the first customer in my neighborhood shouldn't they have known this and been prepared properly "YES" but that wasn't the case they wanted to charge me additional $$$. Then they cut my original cable coax on the exterior instead of simply unscrewing the connection. After that they proceed inside to remove a splitter that looped my 1st floor with the 2nd floor cable outlets and say they need to run new coax up the exterior into the front bedroom through my hall and into the second bedroom in order to install my two receivers for those bedrooms. Oh and this wasn't gonna be free there was going to be a $$$ charge for this decorator cable running on my floor through my house. Fortunately my wife said no to all there ridiculous suggestions and they leave having installed 1 of the 3 receivers ordered,And no evidence of a workorder and the discrepancies discussed with there potential customer. So I turn on my direct tv to find out i have basic cable channels and no premium channels as ordered at this point i'm ready to cancel which takes me five days including sat, sunday because of the absurd operators that transferred and disconnected my calls finally when i speak with an operator and cancel everything for poor service they tell me there going to charge me for the days i used my direct tv with basic cable channels- Mind you before directtv my basic cable was on and working because of the HOA arrangements with the local cable company. And in order to dispute the charges which would be around "$8. 33" i would have write a letter to another direct tv enity what are you SERIOUS. It doesn't end there then i have to start on getting there equipment returned so i don't get charged a ridiculous fee for the garbage it is. Which takes another set of phone calls only to be transferred and disconnected several times before reaching the notorious installation department to find out why no one except myself knows i have only one receiver not three. finally i hope finally they have cleared up this cancellation nightmare nope they send three boxes for there equipment only i can't figure out how to fit the satellite in the other two boxes come to find out after more calls the other boxes are for 2 receivers never installed and the satellite is mine like i want your satellite "NO" i guess it really is that crappy there own company doesn't want it back. And so i thought it was over after they cancelled the 2 fed ex labels that were prepaid by them thanks for something right "no" not quite i get a bill for 137. 00 for cancellation fees. Cancellation of what i was never your customer because you never gave me customer service. i did'nt have contract with directtv for one receiver it was three my suggestion to them is stop hiring unqualified installers and trying to charge customers for unnecessary work and by the way i have been doing electrical work for 15 years plus and if i ever told a customer an outlet can't be wired properly and come up with a solution like running an extension cord through there house for everyone to see and for them to live with for a undisclosed amount of time i 'd be out of business. it's not the holidays year round- cords and cables should never be exposed year round either. Direct tv installers need to go back to disney with there mickey mouse suggestion. That. Knuckleheads
I have sunday ticket superfan, and high-def programming. This is the second sunday that I have not been able to receive the superfan games in high-def. My hd works fine on the movie channels, and on espnhd, but on the superfan channels it does not. They come in as full screen only (Stretched to fit) and standard definition. And, again only on the superfan channels, some of the remote control buttons (Format, info) do not work. These buttons do work on the other hd channels.
I have spent over a week trying to deal with your customer service reps. First I was told that there is a problem with the way my system is hooked up (If that were the case, I would receive no hd at all, not just on the superfan channels). Then I was told that it was my receiver. When I called the first time today, I was told that directv is aware of the problem, and is fixing it.
I just spoke again with one of your reps. I requested that a technician come out to swap out my receiver, which obviously is not working correctly. I was told that I would have to pay $70 for that.
She was also one of the rudest people I have ever dealt with. She argued with me about when my dish was installed (It was august of 2005) , about when I started my programming package (Two weeks ago, after being "suspended" since jan. 2007) , and about how I could "hook up the receiver" myself.
I am requesting, with this message, that directv fix whatever is causing the problems I outlined above. I believe I need a technician to physically come to my house and hook up a new receiver, at no cost to me.
The only other option I see is that I cancel your service. I am not in the habit of paying for a service that I do not receive.
Cancelled service 6-16-07. Had been paying by visa credit card auto pay plan. It is 9-26-07 now. Have contacted directv numerous times as to refund of credit money. They promise a check in the mail, never comes. I would expect my visa account to be credited but no, not even that. Isnt that unethical business practice? I would imagine thousands of customers in this situation with directv earning money on others unpaid refunds also. I was a customer for over 11 years!
Direct Star TV
On June 12, 2007 I placed an online order with Direct Star Tv for a package called the Directv Plus Package which offered the following:
Free DVR (DVR service included)
Free HBO Showtime and Cinemax for 3 months
Get everything for just $39.99 a month for 10 months
Up to 4 rooms installed
The installation by Directstartv was very quick and efficient and I have no complaints about the installation which I had put in 2 rooms.
The trouble started when I questioned the first charge on my credit card by Directv.
The first bill was $71.22
The second bill was $58.82
The recent bill which I have just paid is $60.92
I have called and sent emails to Customer Service but the answers I get do not make any sense. I was given the new customer credit of $10 a month for 12 months, but the extra $10 a month for 10 months is in dispute. The last email sent to me stated that I did not qualify because I purchased the equipment from a dealer who was not a participating Directv dealer - even though on the web site Direct Star Tv advertise that it is a Directv preferred online retailer.
I am also questioning the 6% Indiana Sales Tax which is applied.
On the first bill of $71.22 I was charged $6.24
On the $58.82 I was charged $3.84
On the $60.92 I was charged $5.94
I checked with the Indiana Dept of Revenue and received an email from them, telling me that sales tax would be charged on the total balance due.
I cannot get Directv to answer my questions about the original offer that I signed up for, and the discrepancy in the billing, or the sales tax issue.
Customer service is a joke - they are very nice in the emails and on the phone, but nothing gets solved, and each time I inquire, my inquiry is answered by a different person with a totally different answer.
I am now seriously considering cancelling my Directv service. I consider the whole process that I was enticed into by the online offer as a bait and switch operation.
DIRECTV should be brought up on charges! I have found hundreds of complaints on the internet and wonder why they are still in business! DIRECTV is the worse company I have ever had to deal with!
I signed up for Directv in March 2007 and have had so many problems that I'm taking my case to a lawyer. It is now September and I've had it! They have failed to fulfill their obligations and I refuse to pay their contract termination fees! Which I was told would be $900.00! That right! $150.00 per standard receiver, $300.00 for premium equipment (DVR) and $12.50 per month of the unfulfilled contract!
I have kept notes and a call log on every problem so I could write pages of complaints but here is a summary:
I have spent an average of 3 hours a week on the phone with DIRECTV for the past 6 months, which adds up to about 80 hours. This doesn't include all the hours "on hold" or calling back after being disconnected!
I was wrongly charged for installation, per DIRECTV, but can't get a refund.
I can't get any of the rebates that were promised! My service has been terrible and they want to charge me to come out to fix it!
My DVR, which is leased so it's their equipment, didn't work and I was charged $20.00 to get a new one! I received the new DVR on 8/20/07 and on 9/17/07 found out that they had extended my contract by 6 months, claiming that my service started new with the activation of the new DVR!
Their equipment is cheap, non responsive, and the guide is so blurry that it's difficult to read (and I have a new TV, as well as, new glasses!!!) I have been charged for returned equipment and told it was because I didn't return it quickly enough! It was mailed the day after I received the Return Authorization, box, and shipping label, WHICH I HAD TO REQUEST 2 TIMES!
DIRECTV customer service is terribly rude and completely incompetent! I have been lied to and disconnected so many times I believe it's done intentionally!
I signed up for DIRECTV through Qwest and DIRECTV customer service has told me to contact Qwest with my service complaints! I was also referred to Qwest by DIRECTV's automated message system.
Qwest confirmed that DIRECTV is referring a large number of their service complaints to Qwest although Qwest has nothing to do with DIRECTV service.