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DIRECTV Left Hole in My Roof, Would Not Reimburse
Posted by on
Rating: 1/51
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!
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Worst Customer Experience - My Letter to DirecTV
Posted by on
Rating: 1/51
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.
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Shaun on 01/28/2014:
If you're not happy with their service, you're right to find a better solution.

What did your neighbor have to say about all of this?
Jesuslovesme.sw on 02/21/2014:
I really do not understand why this company is still in business...

So my wife and I were on speakerphone with the sales rep. with DirecTV and the "gentleman" on the other end quoted us prices that we were genuinely excited about. We scheduled a so-called technician to come and install the package for us this morning. First of all, he showed up at 7:45 AM before I had even left for work in a raggedy little S-10 pickup with no logos or anything showing affiliation with DirecTV. I imagine all the dents and dings on his truck came from unsatisfied customers throwing rocks and junk at him as they ran him off their property. The nasty S.O.B. made my wife extremely uncomfortable the whole time he was there. While installing in my bedroom with my wife "supervising" the job, he at one point started rubbing his hands along her back and winking at her! I told her she should have kicked him out on the spot... Also, this Jackwagon ran the cable in my living room wall along the trim of my wall and up and around the frame of my front door. It looks like crap! He waited until after he was finished to inform us of what he had done, trying to instruct my wife on how the remote worked, when he said, "Don't push this button, It is for high-definition programming." What the heck!!! That was part of the package we purchased.

That was not the only thing the salesman lied to us about...
We were told the installation would be free... Except they charged us @ $21.00 to do it!
We were told that a HD-DVR was included in our package... Nope! Lied to us again!

I am now under the impression that these "salesmen" are actually telemarketers that will say whatever they can to get you to bite, so they can get an extra $ spiffed their way.

When my wife called Customer Service to convey our displeasure over the whole situation, she had to go through several folks just so she could actually understand them due to their accent. When she finally had a supervisor on the phone, she got passed from one to another. All we requested is that they stick to what they had originally quoted us. We know they "record all phone conversations for customer SATISFACTION, and training purposes..." So we told them to pull the phone records with our exchange with their "salesman" so they could verify the validity of our claim. Guess what, that information was not available according to one of the supervisors, yet another subsequent supervisor said it must have been deleted from their system because she could not find it! They can't even communicate with each other to keep their LIES straight.

The only options we were given were:
A) Accept their superficial apology, and keep the service as is...
B) Accept their superficial apology, and pay double what we were quoted to get what we originally wanted. (Which by the way, meant waiting 3-4 days for them to come back out to do the job correctly)
C) Deny their superficial apology, tell them to stick to their word or they can stick it _______(fill in the blank)

We chose "C"... Told them to turn their guy right back around and pick up their crap, and not to touch one penny in our bank account! "That's not how it works." is the response we got. "We will send you some boxes, and you can mail our products back to us, then you will get a full refund in about 30 days, minus the $21.00 installation fee..."


If you are considering DirecTV, I implore you to reconsider... There are many other providers out competing with this Hackjob TV service. I've noticed the others quotes are a bit higher, but at least they will have the ethics or good morality to keep their word, understand the importance of customer service, and won't send some pervert to you house trying to eyeball your wife!

Also, in comparison to my other complaints, this one is minor
Steve on 02/24/2014:
The last I heard DirectTV has lost lawsuits in 39 states for unethical business practices.
PalmettoGent on 02/24/2014:
Your experience with DirectTv does not surprise me at all. I tried them about 10 years ago and was so unhappy with the service that I dumped them after 3 months and installed AT and T U-Verse. Fortunately I had paid for the DirectTV installation and had not signed a contract, so I could get rid of them without waiting the year or two of a contract.
bzzoff on 02/25/2014:
Can't believe more haven't gone elsewhere. Unbelievable!

Prior to 2005, my new Wife and I had D.T.V. I paid back then by check, of course. They claimed for over 5-7 months that I DID NOT MAKE THAT PAYMENT.

They cut us off more than once. I spent more than 5-6 hours on the Phone. I spent "ROAD" time getting copies, faxing the Check (Both Sides), etc.

They still claimed they didn't get the $$. Then in desperation, one more time I called the Bank. "SHE" asked me what our account # was. I told her. Then she stated, "Look on the cancelled side of the check and repeat the Account # on the Deposit. I Did. Then she stated it was FIVE (5) numbers ""OFF"" my account #!

Then I called them again. They had NOTHING to say. Within two weeks they "CUT" me off again. That was the last STRAW. I really told them to Jam "IT" up their A??!

Next day I get a call from a chick wanting to get me "BACK". I really went off on her. I've NEVER SEEN a more polite and "CONTROLLED" person like her after what I said to her. I have to admit she was Like Secret Deodorant....Calm, Cool, Collected and DRY~! I told her to call back the next day @ 18:00 Hrs. She did and I told her NO~!

Since, I keep getting mail. "PLEASE COME BACK TO US!" Not me!
KaShiDC on 02/28/2014:
Direct TV is definitely the worst. I had their service for nearly 7 years before they decided to turn it off despite the fact my account was paid in full. Why you might ask? I did not have my TV connected to a phone line. This was news to me since the only phone jack in my house was in the kitchen, I would have had to run a cord through my kitchen and across my living room. It took months and Direct TV never could understand that I had never had the TV connected to a phone line and I never would. You could not pay me to use their service again.
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Bad Experience With DirecTv
Posted by on
Rating: 1/51
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!
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Misty123 on 09/21/2013:
Someone must have been looking down on you because DirectTV is a Scam. Once you have their service you are stuck in a contract for 2 years and the prices they advertise is not what the customer gets.Their service goes off when it rains,snows or the wind blows.They send used faulty equipment that is subject to fail and if and when it fails and you order a replacement this extends your contract for another 2 yrs. they also insist on you giving them your cred it card# or bank account# and if in the future there is a question about your bill they go into your account and withdraw money without notifying you. Their Scams go on and on. read some of the many other complaints and find out what they due to customers. They have an "F" rating with the BBB.the BBB does not recommend anyone do business with them because of so many complaints about DTV.
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One frustration after another!!!
Posted by on
Rating: 1/51
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.
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John Nicholson on 08/06/2013:
You will come out ahead financially in the end, but you should not have paid them an early cancellation fee. Period. Never pay for something you don't owe. That being said, you now have made the best possible decision by going to streaming via Netflix, Hulu, etc. I dropped cable tv and went to a Roku box costing $50 and we love it. Amazon Prime costs $79 per year, Acorn is $29 per year and there are others. Combined, you can still not pay what you once did for cable/satellite, etc. And, the selection is much better.
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DirecTV Cheated Me Out of $350!
Posted by on
Rating: 1/51
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!
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Richard on 08/12/2013:
Your instincts are crap my friend. When your friends joined they needed to present your account number at the specific time of sale and needed to mention it themselves while presenting your account number-- you know just like all the guidance on the website tells you to-- along with the flyer they send out-- and the point for point instructions included therein. The thing about the Ticket itself.. .to me that is squiggy not buts about it. As to the call back you did behind that installer-- I can tell you didn't tell her everything because when I've had my OWN VIP installations for DTV the only time's I've ever been charged extra has been for custom work-- such as Dead drops/ fishing the cables between the walls from the attic down. If you let them, they'll run cables through walls by drilling quickly enough or even wire around the house and up under the roof lip and then through a windo or a hole there This only becomes an issue for deep internal rooms.
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Lied to Me About No Contract
Posted by on
Rating: 1/51
MADISON, WISCONSIN -- I normally don't do this, but Direct TV has pushed me over the edge.
I have been a Direct TV customer since 2009. When I moved to my new house, they informed me that I needed a new receiver - which I had to pay for - because they would not give their long time customer the same "deal" as brand new clients.
Back in December of last year, my receiver ceased working (yes...the one I paid for). When I called Direct TV to replace it, they wanted to charge me for the new receiver AND pay the shipping. I was appalled.

For those of you who don't know (or who are not aware), you RENT your equipment from Direct TV. So, their piece of equipment that I RENT broke, and they wanted me to pay for a new one. Imagine that you rent a house or an apartment, and the dishwasher or washing machine breaks. Are you expected to PAY for a new one? Of course not. You are already paying them a (exorbitant) fee each month. Maintaining THEIR equipment is THEIR responsibility.

I called Charter and set up for a technician to come out the next day. I then called Direct TV back and told them to cancel my service. My contract had long since expired with them. The "service representative" on the phone gave me several discounts on my monthly bill and beat out Charters price AND waived the fee on the new receiver. I asked (SPECIFICALLY ASKED) if I was going to have to sign a new contract. He answered "NO". I stayed with Direct TV.

I have decided that I no longer am getting a benefit from my satellite service. We are not a heavy TV watching household, and services like Netflix and Hulu do just fine at a far less expensive price. I called today to Cancel my Direct TV service and guess what? Oh yes. I'm being charged a cancellation fee. Talking to a supervisor did no good. I was also (rudely) reminded that if I failed to return my RENTED equipment in time, I would be responsible for that also.
In this day and age where our devices are offering us more and more options for viewing and obtaining information, you would think that Companies like Direct TV would do what they can to retain as many customers as possible. They've lost me. And, I hope that any of you reading this will take pause before signing up with them.

Direct TV, your days are numbered. And I will smile smugly as technology advances, and you are left behind. An old expensive relic with way too many commercials.
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Ro on 07/18/2013:
I had a very similar experience here in Jersey.
Misty123 on 07/23/2013:
DirectTV is greedy and is after the money at any cost. they do not care about their customers and you cannot believe a word they say to you. they lie!
bzzoff on 07/29/2013:
Look...I would rather KISS a Rattlesnake than do business with them.

I also was with them a few years. When I got married, I kept it for 'Her'. They misplaced (OR maybe they did it on purpose?) a payment. For months we fought. I spent ten hours on the phone, going to the bank to get copies...and finally the bank found it in another account 5 numbers off mine.

By then things were growing "SHORT" with us over this. They kept cutting service off. They gave us a $75.00 "GIFT" and then nickel and "DIMED" that to ZERO.

We quit. They begged. Haven't been with them in 7-8 years. Haven't FORGOTTEN EITHER.

DISH isn't much better.
Really? on 07/29/2013:
If they won't put it in writing, consider it false.
Misty123 on 07/29/2013:
I have not been a customer for years myself and I have not forgotten what they tried to do. they were trying to charge close to $1000 on my credit card.. I did get my money back but I was one of the few lucky ones...I now try and help others that I see are having problems with DTV. I'll never never do business with them again EVER!
talwrite on 07/29/2013:
I used to be a directv customer, but we watch antenna tv now, since we rarely watch tv these days. well written complaint. be careful whenever you change or make upgrades to an existing account with satellite or cell phone providers. you are essentially renewing your contract when you do.
Maggie on 07/29/2013:
"Really?" beat me to it. Had a somewhat similar experience with DISH a while back. When the bill had jumped up $5.00, I wasn't terribly upset but then it jumped up another $10 a couple of months later so I called to complain. They said I had signed a contract that would allow increases in the monthly bill at their discretion, no set price per se. Told them that a.) I'm not that stupid that I would ever sign such a contract and b.) The only thing in my 'dishnetwork' file was the service agreement I signed when the contraption was installed so told them to . . . show me this 'contract'. Prove it to me.
End result was that they couldn't find the contract they claimed I had signed so all cancellation fees were 'waived'.
When I took the equipment to UPS (dish did pay for the return) the clerk told me hang on to the shipping receipt for at least a year as dish and diectv were notorious for claiming they had never received the return and caused all sorts of trouble for the client and for UPS.
Bottom line (sorry for the venting) tell them to produce this contract.
Almost 2 years later I still keep the paperwork.
And happily using Hulu.
JaeFae on 07/29/2013:
Have you ever sent any these complaints to the Better Business Bureau and if so, was there resolution? The BBB has never ever let me down on any complaint I've filed.
Zuke on 07/30/2013:
My 5 year old DVR started failing last month. I called DirecTV and gave them the symptoms. The tech had me do a few procedures (reset, reboot, etc) and after it was determined the DVR needed to be replaced, they sent me a refurbished on of the same model. The tech told me that because it was an equipment failure, I just had to pay $19.99 shipping and handling to get the replacement. They shouldn't have charged you for the cost of a new receiver.
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Hidden Charges
Posted by on
Rating: 1/51
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.

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Amy on 12/20/2012:
The price you were quoted was for the channel package itself and the protection plan. The other charges were for things not included in the package you chose. You wanted to know total price of the complete service they would be providing you but worded as the question was, they gave you total price of the package you chose without including extra services. It would have been nice if they mentioned that when you inquired about total cost but it sounds like there was misunderstanding on both sides, you either didn't realize the other services were separate charges from the plan you chose or you didn't think to ask. Perhaps asking about the total cost of the bill they will send you for all the services they provide you would have been more helpful.
tnchuck100 on 12/20/2012:
The complaint give no indication that the OP had HD or DVR already. My take is they added that without approval. The fact that the OP was desiring a lower cost should have put DirecTV on notice that an increase in the bill would absolutely be deceptive on their part.

What is not mentioned in the post is DirecTV restarted a two year contract. I'll bet the OP hasn't realized that yet.

You must be EXTREMELY vigilant when dealing with any subscription based service company. Be it DISH, DirecTV or a cell phone company. They ALL will not disclose everything you should know. Their game is to maximize revenue at any cost to you.
At Your Service on 12/20/2012:
I don't think I'd agree that these are hidden charges. Per your letter, "...and asked what the final price per month would be for the Choice Extra Package...I was told that the price for the package would be $74.99 per month". The point being that you've asked for the price of a package and was quoted a price for the same. If you had asked for the DVR, HD and Extra Pack, you would have received a different answer.

To me, this is much like going into a restaurant and asking how much it is for the 8 oz. sirloin stake. Once told it is $9.99, I reply fine and make my order but also get a drink, appetizer and desert. Then I complain when the check comes and it's more than the expect $9.99.
Mark george on 11/17/2013:
The government will get right on this.....just as soon as they get his healthcare problem squared away.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by on
Rating: 1/51
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 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 also have always paid my bill in full within 24 hours of receiving 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 that is listed on DIRECTVs website and is shown to be $68.99 a month.
I contacted DIRECTV on 6 occasions and 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.

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 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. 16th 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 told that Choice Extra Package was $68.99
The Protection Plan was $5.99
Total for New Plan $74.98
The hidden charges 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
Difference With hidden Charges $22.99
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 form their customers when the number of times they are doing this becomes very large and it probably would be a great idea if some federal agency that can do something to stop this kind of underhanded billing practice look a this and do what they can to stop the customer abuse.
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At Your Service on 12/18/2012:
My question would be if you would be willing to cancel the Extra Pack, HD Upgrade and DVR Charge?

It would seem, according to you've stated, you had only selected this one Choice Extra Package and insurance on the equipment.

They may still be able to downgrade your receiver to remove the HD and DVR service and further remove this Extra Pack.

Best of luck and let us know what you end up doing.
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A letter sent to DirecTV re:Customer Service Problems / Bait and Switch, Lies and Breach of Contract
Posted by on
I hope you understand that I am not an individual that is easily irritated or upset. Congratulations! Your company has managed to succeed where others have failed. Bait and Switch, Lies and Breach of Contract, that is what I have to say about Direct TV and the services your company provide!

When my husband and I began looking at and talking about getting Direct TV, we chose to go through our local phone company because we were told (marketing through the phone service) that we could get certain benefits by signing up with your company through theirs. Specifically, combined billing (not available), great service (not provided), warranted equipment (issues with that), and as a bonus - 6 months of premium channels free (not 6 but 3, we found out today). Our phone service representative transferred us to your company (with whom they have a partnership) to complete the transaction.

I had some concerns and spoke to the representative who explained that there was a 90-day warranty on equipment and if the dish did damage my roof, it was covered. I was happy to hear that I had a 60 day out clause in which if I were not satisfied with my service, I would not be penalized. I was even more excited when your representative told me that I would get 6 months of HBO and Starz free for joining. I turned the conversation over to my husband who would schedule the service (being I would not be available) and finish the conversation as well as do the on-line rebates offer that the customer service person walked him through. I then cancelled my existing TV service and went on about my day.

• On June 1st, a letter was supposedly written by Direct and sent to me outlining a contract agreement. I never received this letter.
• The system was installed on June 8th as my husband had scheduled.
o On June 8th, the technician could not get the receivers to work. He had to call Direct TV to troubleshoot the equipment and get it going.
o When my husband asked him how to access the On Demand (what was supposed to be part of the package), the technician told him that a different technician would have to come to our home and hook the system into the phone system to receive this service.
o After I returned home, I noticed that the cables coming into the house were not sealed, ants come into the house on those cables and cool air goes out. I should not be able to see light from outside in my laundry room. A technician was supposed to return and correct this problem. No one has come.
• On June 10, I called; the system was pixilation and freezing up. The customer service representative walked me through the disconnect and set up process again.
o This was a major inconvenience and frustration. I am not a technical kind of woman. The customer service person got frustrated when I had difficulty with the information they were providing making me not only feel stupid but frustrating me.
• On the June 22, my husband called because the system froze and would not find the satellite.
o While troubleshooting the system he asked when the technician would be back to complete the instillation of the On Demand feature. The customer service / technician person explained that he would have to do that himself and gave him instructions on completing the task. At that time, he explained that his schedule would not allow for this and was told they would schedule a repair tech to do it when they looked at the system because it kept "losing its programming".
o No service technician came and apparently, no service technician was scheduled (as I have discovered today).
o On July 11, my husband installed the On Demand feature himself.
• Between the time the system was installed and today, I have called Direct TV six times. Four of which were equipment and or service issues.
• The remote to one of the boxes did not work properly.
o I was asked to do a bunch of "troubleshooting" tasks and then told by Direct TV to go to Best Buy and buy a new remote although the equipment was less than 90 days old.
o After refusing to do this and speaking to a supervisor, a new remote was mailed to us, our bill charged, and then credited.
• The recording feature on the main box, peculates the recordings intermittently, making that feature not only frustrating but un-reliable therefore not useful to me.
• We were told that HBO would be available On Demand. It is not.
• The system will intermittently freeze up, loose connection with the satellite, and peculate in rain or sunny weather.
o The customer service department has told me that if it is not doing what I am complaining about when the technician arrives, they cannot fix the problem.
o They walk me through the steps of moving a huge HD Flat Screen TV that is mounted to a stand away from the wall to disconnect wires, wait, and reconnect cables. I have explained this procedure to the technician (because, my husband works out of town, I have to do this). They do not care.
o I have been told that if I am not willing to (basically do their job) troubleshoot the system they cannot schedule a technician to come out and if I insist on him coming out I will be charged.
o I have explained that I do not care; I want working service and was assured that a tech would be calling me to schedule a time. I have never received that call.

Today after a month of frustration and broken promises of corrections to situations, I called Direct TV to cancel my service (being that I am still in my 60 day grace period) only to find out that what I signed up for was not what I was receiving. Jenny in your customer service department explained that there was no 60 day out clause and there was a 90-day warranty that applied to their equipment only. She also said that I was receiving the promotion of 3 months not 6 of HBO, Starz, and Show Time. She explained that the contract that I agreed to stated all of these facts. She also explained that the receivers and the remotes would need to be shipped back or I would incur an additional fee (over the disconnect fee). After some discussion about the fact I was told 60 days, Jenny told me I could dispute the charges in writing and gave me an address in Greenwood Village CO. I asked to speak to her supervisor.

Shortly Ryan was on the line. He then explained the same things Jenny had and told me that my credit card (on file) would be billed the full amount. He was terminating my service because I would not let him do his job and send someone to correct the issues I had. I explained that I had tried to get technicians out on four occasions only to be told that one would call me (which never happened). He told me he had no record of any conversations other than the remote issue. HOW FRUSTRATING! Yet another lie. Ether he was lying to me or the other Direct TV reps had lied. At this point, my husband got on the line and told Ryan to disconnect the service and come pick up the dish. Ryan said he would have it done. The conversation ended with my husband informing Ryan that he would file a complaint to the Better Business Bureau and call our attorney about the fees they would be charging to my card.

I calmed down, wiped my tears, (yes Ryan had me crying, felling frustrated, and taken advantage of), looked on line for Direct TV in Colorado and placed another call. This time I called the office of the president and spoke to a person (pronounced Ja-may). He basically dismissed me but not before telling me that I would be charged between $440 - $480 on my credit card. He also told me that Ryan had not disconnected my service but he would.

I plan on posting this letter in a couple of days on every board and rip off notice advisory site that I can find and sending it to the board of directors (I am confident I can find their e-mail addresses). I will also be filing a complaint with the FTC, BBB, and the Attorney General. I will be sure to e-mail all of my friends, neighbors, business associates, and family members explaining the WONDERFUL service I have received with Direct TV and advise them to choose another service provider. My husband is currently making a yard sign just so the passer byes will get the jest of our experience. "Direct TV un-instillation due to substandard quality and customer service".

I know that if my company provided this type of service, it would not have any customers. Without customers, there is no income. No woman should be made to feel inadequate, un-intelligent, or frustrated the way I have. No consumer should feel as if they are being ripped off, lied to, or scammed by their service provider. When a company promises a service, a customer pays for that service, and the company does not deliver, it is theft. Theft by deception, misrepresentation, bait and switch, breach of contract, (what ever you want to call it) it is just bad business practices. I may be insignificant to you and your company. I may have made a bad choice in switching to your company, but I will make sure the people I know are informed so they can make a sound decision and not be lied to.
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Anonymous on 07/28/2009:
I am embarrassed. It actually took me a while to figure out that peculate (which means embezzle) was meant to be pixellate.
PepperElf on 07/28/2009:
eh. I tried reading it but ... my mind just doesn't want to go through all of that right now, especially with so many paragraphs squished together.

doubt there's much you can do about the "contract" since you don't have to have a written contract for them to install it. but obviously they're not going to just install service in a house where the residents didn't ask for service
i_am_canadian on 07/28/2009:
My eyes are too tired to read all that right now. It's supposed to be a review, not a novel.
PilatesRebecca on 09/04/2009:
Dear former DIRECTV customer,
I too, have had a similar experience with DIRECTV (sans the technical problems, thank God!). They LIED, MISLED ans MISREPRESENTED themselves at evert turn and made UNAUTHORIZED DEBITS to my checking account totaling more than $440.00!!! (for LESS than 24 HRS of service, at that!).
I am just starting my complaint process in the hopes of being reimbursed. . .wish me luck!
All The Best to You!
Backlash2 on 12/28/2009:
I too had a similar NIGHTMARE with DirectTV.I wrote the BBB,FTC and called my credit card and disputed the amount(it was returned to my account)credit card told me they were awaiting reply from DirectTV and may reapply the charges if Direct wanted ..I canceled my credit card! If you are waiting for the BBB or FTC for reimbursement you will have a long wait.I wish you the Best.
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DirecTV does not know what Customer Service is!!
Posted by on
We were customers since DirecTV started in the 90's, then when we moved we didn't have it for a year, we wanted it back, so we ordered it and have had one problem after another. Now we had always known that if it rains or snows, of course the reception would not work, so we'd pop in a movie and watch it. We never complained about that, just figured that that was satellite service. Well, first of all we called because we heard about bundle pkgs, the # on the ad said they did and we called it. But all they do is set you up with a local phone company and there is no bundling, not on one bill. When the installer was to come out we stayed home and waited, then later in the afternoon got a phone call that we'd have to reschedule and they'd call us back to do that. Then an hour later a man shows up with 1 dish (should have had 2 dishes as they have a different one for local channels), he stated he'd be back the next day to install the local dish. No one showed up and when I called they said we didn't have any dishes yet, I told her I was looking on my deck and I have a dish out there! They argued with me that I wasn't on the system and I didn't have any dishes installed yet. It took 2 weeks to get the local dish installed and they never did know who came and installed the first dish. NOW the fun really begins, I get my bills, one after another and they're not what I was told!! When I would call and tell then I was bundling with phone and internet with them and the price I was to pay for everything, they practically called me a liar! They said that no one would have offered us that kind of deal and they DON"T bundle! This went on for almost a year. The rebates I was to get didn't happen until almost 6 months later and many, many phone calls of reps being rude to me and not believing what I told them. I should have cancelled way back then but my husband wanted the football package they had and we put up with the abuse. Now it's been almost a year and I have been on the phone with them most every month about their billing or about then putting things on my account or removing things on my account without my consent! Finally we said we want to cancel. When I called to cancel the woman said "fine, we'll bill you for 2 years cancellation fee", I was so shocked... WHAT??? She stated that a couple of months ago we upgraded to HD and that bound us to another 2 years! No way did anyone on the phone or the installer say anything about another 2 year contract, if we had been told that we would have said "NO!!!!” Now I've called and called and no one at DirecTV knows a name of anyone in upper management to send a complaint to. I did get a representative that was pretty decent to me, I asked her about the note of the last representative I spoke to before her and she told me he wrote that I just wanted something for nothing! How dare him! As a call center representative he is only allowed to put the nature of the call and the outcome, not his so called personal opinion! Now they do have some glorified name called "Office of the president" with a PO Box address that you can send complaints to. That's a farce because I sent a return receipt complaint letter to this and there wasn't even a signature on the return receipt, only some stamp on it. So, finally I do get a call and they don't listen to the problems I'm having and just as well told me that being a customer for 15+ years means NOTHING!! And they will not waive any cancel fees for me. They kept telling me that it's just a billing dispute and they won't waive the fees. It's a lot more than any billing dispute, it's been one problem after another with them and the rudeness and the uncooperative people they have working for them, the managers who have no authority to help you are just as rude and they are in dire need of management training! When I hung up with a woman who said she was a manager of the office of the president the other day my blood pressure was 165/106!! I don't need this kind of aggravation and if something happens to me like a stroke or something, they'll be sued!!!! They didn't no more read my letter than the man in moon, it was a 3 page letter and 9 pages of notes with dates, names and problems that I had with their company. Then I decided to send a complaint into the BBB, but I needed to know the state I was dealing with to post my complaint, when I called I spoke to a woman and asked her what state she was in, she informed me she was in the Philippines in SW Asia!!!! I told her why I needed to know and she immediately transferred me to a woman in Idaho! Who by the way, just lived up to my expectations of a DTV rep, no cooperation whatsoever. Now I'm not loud swearing complaint customer, you don't get anywhere with rudeness and it's not my nature to be that way. They had gotten me to the point of tears a couple of times but I tried to hide that as to not let them gloat that they made me cry! Then I get an email from them advertising... I replied to it and said do not send me anymore emails and why I was upset, AGAIN! Then a woman calls me and she takes up about 1 1/2 hours of my time and the outcome; as she didn't listen to me either was no fees will be waived, it's not DTV's policy to waive fees AND she followed up with a recap of our conversation via EMAIL!! When I read that I was just upset again, she had worded it in such a way that it sounded like I agreed with her and that was totally false, so answered that email and pretty much told her everything I'm writing here. That was last night. When will this nightmare end? I will cancel in the very near future; the outcome after I do that is yet to come. Thanks for your time and I do not recommend DirecTV unless you want headaches!
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