I will try to keep this brief, but it was and still is a nightmare.
1). We spoke to a sales representative on the phone and were quoted a monthly fee for the channels that we wanted. I asked for his name and extension number just in case there is any problem, which he gladly provided to us.
2). The installation man came to our house and began installing the equipment?
3). Half way through the job he gave us a brochure listing all of the channels in our package.
4). When we looked at it we noticed that certain channels we requested from the beginning were not in the package. In fact the name of the package was not the same name as what the sales representative told us in the beginning.
5). We immediately told the installer to stop installation while we called DirecTV to find out what was going on.
6). The sales representative told us we were getting the Choice Pkg for the price we were quoted and that it did not include those particular channels that we wanted when we originally spoke to the first sales representative
7). We had the name and date and extension number of the representative who we first spoke to when we ordered an installation. We asked for him, but we were told that there was no way they could connect us to him, that they have thousands of reps all over the world and it would be impossible to find him. So we explained the situation to this sales representative and asked if DirecTV wold be willing to honor the quoted price for the programming we originally were told we would get. He said no. We explained that the installer was in our home for 2 hours and we would have him uninstall everything unless DirecTV would honor their quote, but again, the sales representative said there was nothing he cold do for us. We asked to speak to a supervisor and he said there were nine available. We told him we would have the installer remove all of the equipment he had just installed if they did not give us the program we wanted at the quoted price, and he said there was nothing he could do.
8). The installer heard the complete conversation and we told him to remove everything he installed that day. He was fine, but a little miffed of the time he wasted in our home but he understood our side and removed everything.
As bad and disappointing as that was, our nightmare had not begun.
9). The following we we get a bill from DirecTV for the equipment and first month fees.
We could not believe it, so we called their 800 number and explained the entire situation to
the customer service representative (At this point I started taking notes of names, dates and conversations because I had a bad feeling that the right hand did not know what the left hand was doing at DirecTV). The representative took the info and said he would put in a request to review the bill. We asked for his name and ext. number and he gave us the info. We knew from the previous representative that this info was useless but I knew I might need it in a dispute letter later.
10). The following month I get yet another bill from DirecTV with the fee for the second month fees plus the first and a late fee!
11). Again, I called Customer Service. I asked for the last representative I spoke to and naturally they could not connect me to him. Again we explained the situation, that the man uninstalled all of the equipment on the day of installation due to DirecTV not being willing to honor the package and price they had originally quoted to us. This representative then says to me, "oh, I wish you had spoken to me first because I would have never let it go this far and how he could have contacted a supervisor who wold have honored the quoted package and price." OMG, I thought to myself. What is going on within this company! No one is communicating with anyone. Sales reps are lying to customers just to make a sale and then lying about their contact information and lying again that no one could help us. I even wrote an email detailing all of this to them and I included my concern about how this may affect our good credit rating.
My husband and I have worked very hard and have been very responsible in paying our bills on time and to think that this bozo company could possibly ruin our good credit rating over their incompetence concerned me greatly.
12). One week later we received a large box in the mail from DirecTV requesting that we return the equipment they installed since we cancelled our subscription with them! What? We never cancelled our subscription, we never even had their equipment fully installed! We had them take it out once they refused to honor their quoted programming and price!
13). Again I call Customer Service. At this point there is no reason to ask for the last person you spoke to nor do they keep any records of your conversations with their reps. So each time I call I get a new person and have to go through the entire story over again. It was very frustrating and time consuming and stressful.
14). We figured we would wait another month for them to get their act together and realize there was no equipment for us to return and no bill to be paid, but alas we were wrong.
15). We received yet another over due bill and this time it included the cost of the equipment we did not return! Equipment we never even received! At this point I decided to call our credit card company to ask them to enter a dispute report with DirecTV over the initial fees that DTV charged to our account for the first month's rent. Always pay with a credit card because one of the great features they have is disputing charges that you do not believe you are responsible for, which they did.
16). Our credit card company took all of the information I had written down, dates, fees, etc and said they would contact DirecTV and get to the bottom of this. In the meantime, DTV kept sending us over due bills.
17). 60 days later, our credit card company contacted us and said that they had not heard back from DirecTV and therefore by law they forfeit the charges. I was to surprised that this disorganized, deceitful company completely ignored the dispute report, and so I thought the nightmare was finally over, but I was wrong.
18). Approx. 5 months have passed since this fiasco with DTV started and yet today I get a letter in the mail from a collection agency on behalf of DirecTV telling me we still owe them money! OMG. It's like something from the Twighlight Zone! For the first time in our lives, our good credit is at risk because of this big corporation's incompetence? They are so big that they no longer have to care about quality service or professional responsibility. The left hand doesn't care to know what the right hand is doing at DirecTV. All they know how to do is bait a customer, sign him up by getting his credit card, lie to him about packages and prices, take no responsibility for what they say, harass you for payment, ignore a legitimate dispute request and then in the end, threaten to destroy your credit!! Do not deal with DirecTV.
WANTAGE, NEW JERSEY -- I have to start off by saying this: To anyone who is thinking about signing up for DirecTV, think long and hard before you do and do your research. Since our installation on 11/17/12 we have had nothing but problems and instead of DirecTV making them better they have made them worse as each day goes by.
Here is my story:
DirecTV was installed with the new promotion of the Genie + 4 additional clients at no charge, minus a couple of trees we had to cut down. Sounds good, free installation right? Two days later the installer had to come back to hook our Internet up to the Genie and to address the white screen we were sporadically getting on the bedroom TV, OK minor issue at this point we just installed it right? Well since then, we get the white screen in the bedroom still and also occasionally get messages on the TV saying we are not authorized on that client (umm OK? our account is active for 4 clients). Call DirecTV every time we have an issued and all they do is tell you to re set the box every time. Finally the issues became so frequent we called and said we can't take the Genie anymore we want a tech out here and have them swap for the Home DVR set up. They said we could however there is known issues with the Genie's and that they were trying to fix remotely and asked us to give them a week.
Well, we gave them the benefit of the doubt yet again, a week+ went by and the problem got so bad that now we can't get TV because our access card isn't working properly all of a sudden. After 4 hours of troubleshooting and going in circles with no resolution they finally decided a tech needs to come out. Then we were told that a tech couldn't make it for 5 days, now this is after we wanted to schedule a tech a week before but didn't because they said the problem would be fixed by now. Now there is a huge wait b/c they screwed up and we have to pay big time for it. So, I asked for a Supervisor. Well the Supervisor was down right nasty, had an awful tone then proceeds to tell me if we swap out it will cost us $500. $500!!!??? Why I ask? Apparently it is in the contract that once your receiver becomes active, anytime you want to "upgrade" there is a charge per client and receiver in the house.
Now, after calling DirecTV over a dozen times in a 3 week time period reporting serious issues with our receiver, don't you think theres something wrong with the receiver, and after all the frustration if a new customer has had such a horrible experience you would swap their equipment to what they want to keep their business???? No no no not with DirecTV! All said and done today, we have no TV right now, waiting for them to come out b/c if we cancel we will also be charged out the wazoooo. DirecTV is the biggest scam of a company I have ever known. There were a lot of other details I left out too from other times we called them to troubleshoot, I could write a 100 page book about my only 3 week experience with them so far. What the saddest part of this is to me is that they are a large company and have so many customers but can't even give just satisfactory customer service. Never ever dealt with customer service like this and I've dealt with some doosies.....
PENNSYLVANIA -- I have been a Sub Contractor for DirecTV for 2 years now and every once in a while I surf these sites to see what everyone is whining and over-exaggerating about. While you people are bashing the installers for the work they do, or because they arrived late, or it took to long, or they didn't have the proper equipment.. It's NOT the techs fault! Everyday I'm given 4 to 6 huge installs that equate to over 12 hours of work, according to DirecTV time. Which means its more like 15 hours because things go wrong during ALMOST every install because DirecTV's receivers are GARBAGE. I leave my home in the morning at 630 and do not get home till after 7pm almost everyday of the week. I am FORCED to work 6 days a week, sometimes 7 days a week and can't do a damn thing about it because I'll be "fired" if I don't. They call us Sub Contractors but they treat us like employees when it benefits them. The labor board does nothing about it because we are considered Sub contractors. I can't turn down work like a contractor should be able to do because I'll be "fired". If there is 3 feet of snow on the ground I have to work on 2 to 3 story ladders. Rain, lightening, snow, sleet, the don't care. If a customer calls and complains about me being late or they don't like something I did I LOSE ALMOST ALL THE MONEY I MADE ON THAT INSTALL. Yup, DirecTV takes the money back out of my next check! No matter what the reason is! When we are late it's because DirecTV gives us way to much work, yet they take our money because of it. They force us to lie to customers about phone line hook ups. They make us tell the customers who have a house phone that we have to hook each receiver up to the phone line so it can download what ever software updates it needs when really its because they want the customer to be able to order movies so they can make more revenue.. The receivers download their software through the satellite, not the phone line. And, on top of all of this, the contracting companies steal money out of our paychecks every week for made up charges and for equipment rentals. they force us to rent a little handheld computer for $80 a month to activate receivers when we can do the same thing with a cell phone or over the phone.
Anyway, I can go on and on and on about the shady practices of DirecTV, DirectSat USA and all of their little shady contracting companies. So next time you guys and gals want to bash your DirecTV sub contractor think about whose really at fault..
And for those of you who are going to say, "Why don't you get a different job?" are you hiring? Didn't think so!
Your friendly neighborhood DirecTV Sub-Contractor
STILLWATER, OKLAHOMA -- I do not recommend DirecTV. DirecTV "gave" us an NFL package for a few months without consent. The scam is it comes with an auto renewal. We never used it because we didn't even know we had it. DirecTV then added the NFL package to our plan without our consent and started charging us $33 extra every month. They also charge $6 per month for every TV you have set up. Our bill went up to $197 a month! When I noticed it, I called to cancel the NFL pkg. I didn't ask for a refund for the past charges, I just asked to cancel the $33 pkg from that day forward. They said I couldn't cancel because I was bound by contract. They said I should have called within days of the first charge. How could I be bound by contract when I never authorized the extra package in the first place? I wish I could switch to Dish Network but I can't without paying a hefty cancellation fine. I did an online search and DirecTV has a ton of negative reviews and complaints about unauthorized charges. Now I have to check my DirecTV bill line by line for unauthorized charges every single month in case they try and do this again.
A DirecTV call center employee anonymously posted on a blog that every customer needs to read ALL of the fine print on their DirecTV contract. The employee stated it is the customer's fault since it is perfectly legal to add packages to a customer's bill. I had Dish Network for over 10 years and they never added anything without our consent. I will switch back to Dish as soon as our DirecTV contract ends in 6 months.
ROCKFORD, ILLINOIS -- Attention homeowners and landlords - consumer alert: Don't let satellite dish companies install satellite dishes on your roof. Landlords should have clauses in leases forbidding roof installation of dishes as well. Dishes can be placed on decks, poles, or on the ground or you can get cable instead.
Our tenants had 3 dishes installed on our house without our permission. One dislodged and blew over leaving open holes on our roof which resulted in damage to the roof and interior walls and ceiling. Damages were more than $3,000. The tenant and DIRECTV assumed no responsibility and we had to pay for the damages ourselves!
KENOSHA, WISCONSIN -- My wife and I have been looking for ways to cut back and save some extra money per month. We are tired of paying close to $150 per month for cable service. We contacted DirecTV who advertised some great rates. I should have known it was too good to be true.
I ordered the service, and the sales representative set up my install appointment. I was given a phone # to confirm my install appointment which I was to call the day before the install. When I called the number, the lady who answered was very rude and didn't seem to care that I was a new customer. She did however, confirm my appointment for the following day and gave me a 5 hour window (2pm - 7pm) for the install guy to arrive. I canceled all my plans for the day of the install and began waiting around the house for 5 hours, because someone over the age of 18 had to be at the home. 715pm came around and no one showed up. I called in to DirecTV using the 800 number customer service line. The customer representative told me that somehow there had been an error and the appointment was never confirmed and somehow got canceled.
I told them that I did not cancel it, but since it was after 7pm there was nothing left to do for this particular day. I was then told that the next available install day was 3 weeks out. I expressed my frustration and told them this was not acceptable since I had already been promised a date and ended up waiting around for 5 hours and no one showed up. I was told there was nothing that could be done. I requested to speak with a supervisor, who was also not helpful at all and didn't seem to care that they had made a mistake. He did however comp me an extra 3 months of HBO, Showtime and Cinnemax that I did not want in the first place.
The supervisor then told me that he would file a claim ticket to the install department indicating what had happened, he said that by filing the claim, it would speed up my install date and would put me towards the top of the list. He said that I should expect a call within 24-72 hours. I waited the full 72 hours and was never contacted. I called in again and a customer service representative told me the same thing, however he indicated that he would file a second claim (since I had threatened to cancel service) to speed up the install date. He told me that it would take an additional 24-72 hours, but since I filed 2 claims it would speed me up faster and they would understand how inconvenienced I was.
I waited 1 full week with no call. I finally called yesterday to cancel and the representative told me that I was told the wrong information and would only receive a call within 24-72 hours IF an opening was available in my area due to a cancellation. After expressing my frustration I told her to cancel my installation appointment. She tried telling me how great of a deal I was getting and how wonderful the package/deal I was getting and if I canceled I couldn't receive these incentives in the future. I told her, "What's the point of you telling me how great of a package I am receiving if I can't use it?"
Needless to say, I canceled my order, went back to the local cable provider. It's more expensive but at least I know what I am getting! I will never order DirecTV in the future, and I would highly NOT recommend them. Their customer service is deplorable!
DENVER, COLORADO -- I know that this is just one of the many complaints that you must receive on a regular basis concerning DIRECTV and the way that they deceive their paying customers but I hope that with this complaint added to what must be a very large pile of complaints might do some good and help shed light some of their questionable practices.
I need to start out by saying that I have been a loyal customer of DIRECTV since 2007 and I have never been late with a payment or had to make a partial payment.
I have my DIRECTV service provided through Century link in Denver CO. as part of a bundle.
When I contacted Century link the company that I have had my phone service with for over 40 years and have always paid my bill in full within 24 hours of receiving Century link stated that they could not help me concerning they issues with DIRECTV service even though I make the payment to Century link.
When I contacted DIRECTV and asked why my bill with them was as large as it was ($87.99) they told me that I was on a older plan for my service and that I could change to a newer plan that would give me a better package at a lower cost.
I inquired about the various plans and was sent the information that included the different plans that they had and the price for each plan.
I chose the Choice Extra Package listed on DIRECTVs website and is shown to be $68.99 a month.
The Choice Extra Package cost $68.99 and $5.99 for their protection plan in case there is an equipment failure, which totals $74.99.
I contacted DIRECTV by phone on 6 occasions, talked to six different reps., and asked what the final price per month would be for the Choice Extra Package.
On all contacts that were recorded and can be confirmed by the recordings, I was told that the price for the package would be $74.99 per month.
I made sure that asked all six of the Reps. if the $74.99 total per month was the full price per month and as the recordings can verify the answer was always the same.
The monthly total would not exceed $74.99 per month.
On Sunday Dec. 16, I received an order conformation showing the $68.99 Choice Extra Package and contacted DIRECTV to ask them why the $5.99 for the protection plan did not show on the conformation.
After speaking to four Reps, I was told that the $68.99 was only part of my monthly charges and the correct cost per month will be $97.97.
I was never told that there were any hidden or additional costs just the total of $74.98 per month.
On Sunday Dec. 16th I found out that DIRECTV was included a lot of hidden charges for their service.
The charges including the hidden are listed here
Choice Extra Package $68.99
Protection Plan $5.99
DIRECTV Extra Pack $4.99
HD Charge $10.00
DVR Charge $8.00
Total For new Program Plan $97.97
The hidden Charge is $22.99 per month.
While $22.99 does not seem like a large amount when you multiply it 1by 12 is is now 266.28 per year.
With the creative way that DIRECTV is charging their customers, the amount that they are getting from their customers through their hidden charges and the number of times they are doing this creative pricing the number of hidden charges becomes very large and can represent a great deal of money.
It probably would be a great idea if some federal agency that can do something to stop this kind of underhanded billing practice look at this and do what they can to stop the customer abuse.
Dang, after a year the Showtime price kicked in, and some sort of 'Protection Plan' started... so our bill went from $55 to $85... for TV. Gimmie a break. I called and canceled the protection plan which of course means I need to pay a $10 early cancellation fee... ugh...
When you call you get the, 'oh, I need to transfer you to the department that handles that..' run around.
And forget about changing satellite services, our contract locked us in for 2 years.. so no canceling UNLESS you want to pay some outrageous fee for every month you leave on the contract.
I'm not saying the service is bad, I just don't like the run-around and fees associated with being their customer.
WOODBRIDGE, NEW JERSEY -- To Whom it may concern,
I wanted to make you aware that you have lost a long time customer and I will gladly express my experience to all my family and friends (verbally and through social media) on our dissatisfaction with DirecTV's customer service.
We've lived in our complex for over 5 years. When we had our DirecTV service moved over to this apartment - the installer/technician had to install the Dish on our upstairs neighbor's balcony. This was never an issue. We have had several service calls in that time and never had a technician tell us that they could not do any work because of where the dish was installed – not until today.
According to the technician who came by today (to replace a RECEIVER) - no work could be done, per company policy, because the dish is on my neighbor's balcony. The same balcony you guys installed it on. Let me repeat that, he could not change the RECEIVER (inside MY property) because of where the DISH was installed (by a DirecTV tech/installer). He also stated that he would have to cancel the service call. Sorry we inconvenienced your tech. - after all, we had nothing better to do on a Monday afternoon. The technician then called his supervisor who said nothing could be done and then called dispatch to cancel the service call.
Here's the fun part, we pay more than $150/month for service (includes prem. Channels and Protection Plan - Let me repeat that PROTECTION PLAN). Let's do the Math – 5 years as a customer (60 MONTHS) @ $150/month = $9000 roughly, to date (it's actually more than that since I've been a customer over 5 years and rounded down the monthly payment, but to make it easy, we'll work with $9000).
I have paid you $9000 for the convenience to watch TV (in-between customer service calls and technician visits). However, I do want to thank you for finally opening my eyes and wallet and realizing I can find another service provider for less than what I pay you. It is my fault that I have dealt with this type of “service” for this long and you got me for over $9000. Now, your corporate people can high five each other.
MESA, ARIZONA -- I signed up for what looked like a great bundle package with DirecTV - for combined internet and TV, with 200 channels and 3 DVRs, my bill was to be about $85 a month. Not too bad, right? Well, first of all, when they installer came to my apartment, the FIRST thing he did was ask me for cash so he could go to Home Depot to buy a cinder block. I'm sorry...WHAT??? Either I should have been informed I needed to provide a cinder block, or the tech should have been prepared for what was obviously going to be an apartment install (ie, not allowed to attach the dish to the building). I mean, is that not something that is routinely included with install? I should not have to pay more when I am already paying for "installation". That right there made me super wary of both the tech and the company.
Afterwards, he installed the dish and boxes in one room, then told me he didn't know how to get to one of the other rooms. I'm sorry. Maybe I just had a tech who had NO idea what he was doing, but doesn't it seem like these guys would have come up against everything and be able to figure out how to run wire to another room?
Anyway, after everything was installed, I turned on the boxes and everything seemed to be working, but then suddenly everything went fuzzy. The tech unplugged the box and plugged back in, and it went through the "reloading/rebuffering" for a good 5 minutes before it was back on. This happened no less than 3 times during the tech's visit. He then told me..."Well, hopefully it won't do that again." Guess what? It did. I kept having to unplug and replug it at least twice more that day after he left. A few hours later, he TEXTED me to see if it was working. it just seemed weird to me. Unprofessional.
Fast forward a year. Services worked fairly well, but then I moved into a rented house. I was told that there was a "special" moving deal" and that I would save HUNDREDS! I assumed that meant it would be fairly hassle-free. Nope. I was required to remove the old dis from my patio per my apartment complex, but was told the tech "could not" do that for me, that they would bring a new dish to my new house and just leave the other one there. Sorry...that's not OK! I had to physically cut and remove all the old wires (which were EVERYWHERE by the way), unscrew the giant dish from the 2 cinder blocks, and drag everything down 2 flights of stairs to the dumpster. Why is this my responsibility?
At my new house, I had planned on mounting the dish on cinder blocks before, in the backyard. Well my new tech told me this was not possible. Because the wire would stretch more than 100 feet and I wouldn't be able to get a signal. Not only that, but he said he would have to drill through several outside walls to be able to install in all 3 rooms. I was not allowed per my landlord to mount it on the house. So my only option was to cancel services. I thought I had a very good case, as installation their way was not possible because of my landlord. But apparently that was not good enough for them. I spoke with multiple CS reps, and each one told me they could not waive the early cancellation fee even though it was NOT my fault that I could not install! I mean...what did they expect me to do?? Just pay what was now $150 a month for nothing?? I guess so. I ended up having to pay $240 in early cancellation fees. Now I have Netflix and Hulu and pay $15 a month. DirecTV SO NOT WORTH IT. CS is nonexistent and nobody knows what they're doing.