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.
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 issue and all they do is tell you to reset 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 Genies 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 there's 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 because if we cancel we will also be charged out the wazoo.
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...
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 (2 pm - 7 pm) 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. 7:15 pm 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 7 pm 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 Cinemax 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 the 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 DIRECTV's 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 confirmation. 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 has 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 by 12 it 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.
PENNSYLVANIA -- I have been a Subcontractor 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! Every day I'm given 4 to 6 huge installs that equate to over 12 hours of work, according to DIRECTV time. Which means it's 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 6:30 and do not get home till after 7pm almost every day 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 Subcontractors but they treat us like employees when it benefits them. The Labor Board does nothing about it because we are considered Subcontractors. 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, lightning, snow, sleet, they 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 too much work, yet they take our money because of it. They force us to lie to customers about phone line hookups.
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 whatever software updates it needs when really it's 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 subcontractor think about who's 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 Subcontractor.
WOODBRIDGE, NEW JERSEY -- 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 dish 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.
ORLANDO, FLORIDA -- When I signed up for DirecTV it was at the end of the NFL season. Since my subscription package included the NFL ticket at no additional charge, I specifically asked their representative if that meant a FULL year and not just the rest of the season. I was assured it was for one FULL year, so I signed up. A week later I referred my son in law, who also wanted to wait for the season to end so he could get a FULL year and not one week. He too was assured by the liars at DirecTV that he would get the NFL ticket for one FULL year so he signed up as well, and I was supposed to receive a $100 credit for referring a friend.
I foolishly also convinced a neighbor to sign up and she was told we would get the refer a friend credit as well. Needless to say I never received either credit, and just figured there was a mistake, but when my July bill was $42 and change higher than previous bills, I called and asked why. I was told the charge was for the NFL ticket, billed at $42 and change a month for six months for $250 a year. When I explained that I was told I would get this free for one year, not two weeks, I was told that to DirecTV one FULL year really means two weeks and there was nothing I could do about it!
I explained to DirecTV's customer service supervisor that I was lied to and he couldn't care any less and said there was nothing he would do to help me. He suggested that I send an email to the Office of the President and explain the situation. When I did, the answer I received was that to DirecTV one FULL year was actually two weeks for me and one week for my son in law.
I was also told that I didn't qualify for the refer a friend credit because my friends didn't call a "special" number to register. They actually called the same exact number that I called when I signed up and I did get one $100 credit because a friend referred me. But I referred two friends and got cheated out of $200 and another $250 for the NFL ticket! To be fair, the office of the president offered me a $100 credit in lieu of the $200 I was promised for referring two friends, but they still cheated me out of $100!
I should have known not to trust DirecTV since my initial experience with a DirecTV installer was not so pleasant. When DirecTV's first installer showed up at my house to run the wires, he told me that I would have to pay $270 ($90 per wire drop that I needed to have run). I explained that I was supposed to have a FREE VIP installation, and he said that didn't include running wires! He even called his dispatcher who confirmed his lie that FREE VIP installation did not include running wires!
I wonder how many people have been conned by this liar! Needless to say, I threw the liar out of my home and contacted DirecTV. I was assured that there was no extra charge to run wires! So the installer lied to me at the very start! I wish that I would have been smart enough to see that I don't want to deal with a company that lies and cheats their customers!
To be honest, the office of the president did offer me $100 credit, $50 each for the two referrals I made, not the $200 they promise! That pretty much confirmed to me that they know they are cheating me and don't care, because if I was wrong about the credits, they would not have given me a penny! But they offered me half what I was promised in hopes that I would go away. And I will go away, the day my contract expires. I will leave DirecTV and NEVER look back!
DirecTV will not see one more penny from me other than my monthly bill. I will NEVER again watch anything on pay per view, or any of their paid movies on direct cinema. Nor will I ever pay for a premium channel! DirecTV cheated me out of $350 and I refuse to patronize a company that lies to their customers! And to make matters worse, the office of the president doesn't care about the deceitful practices this company uses!
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.