Customer ordered HD TV satellite service ON 02/03/09 and was told price was guaranteed for 18 months but was told that it would only require a 12 month commitment over phone only to find agent was not truthful and the agreement was allegedly for 18 months. Customer was to receive 1 HDTV box and one reg box, customer never received HDTV box after many requests. In November 2009 customer called the customer service line again to ask why he had not received his HDTV box and was still having to use the SD box that the installers installed. At this time in November 2009 customer had called to cancel his service because no promised HDTV box and ever arrived. The customer was immediately transferred to the companies retention department. The customer service rep told the customer that for $10 extra dollars a month the company would be sending the correct box that he should of already have had and paid for. The customer service rep. then explained to the customer that he would then need to switch to the digital tear for an additional $65 on top of the customers already $30 a month introductory monthly bill. The customer explained to the companies representative that the amount of $105.00 for dish service was completely unacceptable and that the costumer would be canceling his service. The representative then informed the customer that $160.00 fee would be charged to cancel the service. The customer disputed the cancellation fee as he explained that he payed 12 months of service for HDTV that he never received the equipment for. The customer service rep said well that's just the way it go's Mr. Russell while he was chuckling. After canceling the service the customer asked that until the cancellation fee was disputed with the BBB that no debits be taken from his card. The representative stated that no other charges would be taken from my visa card however, 2 weeks later a $30 debit was taken for another months service. The company is now stating that the customer owes a balance of $130 because the customer breached the contract for terminating his service early and breaking the contract when in fact the company breached the contract by not providing the correct equipment and service as stated he would receive at time of ordering by the companies representative. The deceptive practices and bait and switch tactics(up-selling after the fact) of this company have not gone unnoticed in other states in which the Attorney Generals offices in 1 or more states have made the company refund consumers money for unauthorized credit card transactions and misrepresentation. I certainly hope that the AZ Attorney Generals office takes the same type of actions as other states have against Direct TV for their fraudulent, unlawful and deceptive business practices.

It should also be noted that at the completion of the installation of equipment IE. the dish and the receivers the installers forged the customers name and stuck the receipt in his the door and left without notice. The installation resulted in a $50 fine from consumers HOA because the installers failed to properly install the cables per the HOA's written instructions given to them at the time of installation, and $200 to repair the stucco to his patio walls. Direct said they would send claim forms over 12 months ago that never arrived until today. The companies representatives also threatened to ruin your credit if he did not pay the fees for the early termination fees. Company also said they would be sending a recovery box to retrieve their equipment that has never arrived. I'm sure they will attempt to bill me for the equipment even though they have never given means to send it back.

Companies Response from the BBB

to the BBB and in this response you will notice no personal name. In this response the unknown person states that I turned down the HD service for just an additional $10 a month. In this statement To clarify, HD Access is $10.00 per month plus tax. What the person did not tell you is this is just to have access to HD but to receive the actual channels the customer would have had to pay the additional $65 a month to be on the HD tear, the $10 a month was just for the already promised receiver. ++++++++++++++++++++++++++++++++++++++++++++++++ Company's Final Response Company's Final Response - Posted 12/17/2009 Unfortunately, you have not provided any new information to make us change our original position. There are no records indicating you notified us your original equipment order was to include a DIRECTV® HD receiver. Also, you made no request for a HD receiver until November 2009. Furthermore, there is no record indicating you notified us there was damage allegedly caused when the original installation was completed in February 2009. However, as we previously indicated, we have opened a claim on your behalf to determine what compensation may be due, if any. You mentioned HD Access was an additional fee of $65 per month. To clarify, HD Access is $10.00 per month plus tax. You were advised of your 18-month agreement at the time of order, in an order confirmation letter, and in the DIRECTV Equipment Lease Addendum, which was provided at installation. You disconnected before the completion of your agreement. As a result, you were charged a valid Early Cancellation Fee. You may remit the final balance due of $130.86 to the following address to avoid a collection action: DIRECT TV, PO Box 78626, in Phoenix, AZ 85062-8626. Sincerely, DIRECT TV Office of the President