When I signed up for the NFL Package I was told I had to get the maximum capacity certifiicate from the Fire Marshall. We did that and the certificate is stated... 55 with all tables in the place, 70 if no tables and 80 if all tables and chairs removed. We were told that we must pay for a total of 205 patrons as this is how they read it. They obviously totalled all the numbers together. We have been fighting this for a year now and still continue to pay as we need the service for our patrons. Now they want us to get blue prints of the place. Why cant they just come and and check for themselves or take the fire marshall's certificate? We cant afford to pay a few thousand to have blue prints paid. We are getting no where.

Check out my complete conversaton with Directtv via the BBB. I reported them to the BBB and FTC, but they don't help at all. Still, file with them to help a one day class action suit. Lawyers suck too! Here is a world class "dude you are so wrong you're busted" case and not one of them wants to touch it.

BBB Complaint ID: 98434248

Complaint Classification:

Complaint Description - Posted 7/23/2009 9:42:55 AM

Signed up for Directtv in 3/08. Original account was #62973948. Somewhere it was changed to #62995448. Billing problems from the very beginning. Wrong receivers, the wrong programming, and their installer destroying house. 2 attempts to set up service. And when they did, 1st invoice had problems. Since 1st invoice took over 30 days to receive and find the problem, they wouldn’t allow me to cancel without an early cancellation fee of $400. Directtv gives 30 days to try out, but you receive invoice over 30 days later with problems it’s too late. You are stuck. After 1 year of problems I was fed up and canceled 3/09. Cancellation fee was now $200. Their rep Jacob #238985 saved the account. He promised a fixed rate $51.38, via account credits and rebate. Stated no payments for 2 months due to the credits being issued. He remained on the phone until online rebate done to ensure everything was correct and would remain. He gave his rep# to refer to if, by chance, any problems occurred they could see his notes. Every month since then, more billing problems. Gave up and cancelled after receiving a 07/09 statement for $71.70. By the way 04/09:$67.39, 05/09:$190.28, 06/09:$41.68. The erratic rates continued even though we made payments of $41.38 during the months we were not suppose to have any charges. Now they have charged my Visa $168.60 for canceling, and kept the payments for the 2 months that were suppose to be free. No rebates, no credits.

Complaint Summary

Constantly lied to about credits to be received and corrected billing invoices. Unauthorized charges to Visa, no credits applied to account.

Resolution Sought

Something should be done to stop their “Bait and Switch” tactics, and their constant lying to the customer. I asked every rep in the Account cancellation departments to refer to the blurp at the beginning of the call that states, “This call may be recorded for quality assurance.” And challenge them to review the calls and see what I was promised by their reps and what I received every month. I was told that could not be done. I want the funds taken from my credit card replaced.
Additional Information

Date Problem First Occurred: 4/1/2008
Product or Service: Very bad service. Reps/Directv never follow through with promises
Model Name or Number: Choice extra package
Date Purchased: 3/9/2008
Order Number:
Amount In Dispute: $0.00


Company's Response
Company's Initial Response - Posted 08/05/2009
We regret to hear of any misunderstanding. Phone calls to DIRECTV are recorded at random for quality assurance purposes only. The calls in question are not available. We regret to hear of your technical difficulties and service experience with the local office we contract in your region. DIRECTV makes every effort to train and dispatch qualified technicians that will both provide professional and courteous service, but also reflect a high standard in installation and technical ability. It is unfortunate that your experience did not exemplify these quality standards. The order associated with account 62973948 only included two standard receivers. When you changed your order to include a DVR you were provided a new account number (62995448). You received SHOWTIME UNLIMITED® free for 12 months and the DVR free (normally $99). You also qualified to receive $18 off for 12 months after submitting a rebate. Our customer service made a business decision to provide you with an additional $10 off for 12 months beginning on your April, 2008 statement. We have confirmed you received all of the offered credits. When your discounts ended, you contacted our customer service and disconnected your DIRECTV account. Since you ended your programming before the end of the 24-month agreement, you were charged an Early Cancellation Fee. After disconnection, you were contacted by the representative you mentioned in your complaint. You were offered a one-time $100 credit and $21 off for 12 months to reactivate. You were required to submit a rebate for the $21 off and the $100 was issued instantly. The Early Cancellation Fee was reversed. On July 3, 2009, you contacted our customer service to state you had submitted the rebate but the credits had not begun. Your information was forwarded to our back office to be corrected. Unfortunately, you disconnected your DIRECTV account before we had an opportunity to correct the rebate. You disconnected before completing your original 24-month programming offer. As a result, you have been charged a valid Early Cancellation Fee. You have a credit card on file from a previous transaction. The DIRECTV Customer Agreement and back of the monthly statement advises our customers by providing a credit card they authorize us to apply this method of payment to satisfy any and all amounts due upon cancellation. Regrettably, we would be unable to refund the final payment. Thank you for the opportunity to address your DIRECTV concerns. Respectfully, DIRECTV Office of the President
Initial Response Summary
Regrettably, we would be unable to refund the final payment.


Consumer's Rebuttal
Consumer's Rebuttal - Posted 08/07/2009
This is where you are in error. The initial account was never set up for 2 receivers from you. It was set up for 1 DVR and a 2nd receiver that I own.Your CS dept changed the setup on their own. Your serviceman didn't have the correct equipment or plan. The free movie chanels were irrelavent because we never watched them, and when they ended we had to contact you to remove the charges you applied. We canceled at 1 year because of the constant problems we had with your billing and CS dept during the first year. We were constantly promised a service at a contract price but never given it, shown by credits you gave for services we never had, to get the price you quoted us. The rebates and credits your recovery dept gave us were also deceptive. We had to call every month to correct the invoice and a subsequent corrected one was mailed, only to have the next months' duplicated in error.I spoke every month to your reps, yet you say only in July I called. I spoke with one rep for 45mins only to have 2 brief comments applied for review. You admit an apology for your reps actions/bad service, but fail to correct them and want me to pay for it. Again I say review the recorded calls and credit


Company's Final Response
Company's Final Response - Posted 08/13/2009
On behalf of DIRECTV, we want to thank you for taking the time to write in and share with us your thoughts. After further review of your billing, you received over $600 in programming discounts within a 12 month period. As a consumer, it is your responsibility to research our programming, equipment, and service agreement prior to acquiring our equipment and service. While the billing issues you have mentioned are unfortunate, this would not nullify your service agreement. You cancelled your account prior to fulfilling your 24 month service agreement; therefore, you were charged a valid Early Cancellation Fee. Your final payment of $168.60 was processed on July 10, 2009. No credit or refund will be given. Please accept this as our final answer. Sincerely, DIRECTV Office of the President

they charged my son for earlly termination fee.even they didnt install the equipment.and the direct tv use my atm card to get the termination fee $430.00 without authorisation.they know my atm card because i applied too.

DirectTV's policy of automatically renewing the NFL Sunday Package, even to customers, who never requested the service in the first place is misleading & fraudulent. for the past three years, i have called to say that I do not want the service after noticing it on my bill, and every year it has been automatically added anyway. I have been billed more than $250/season. the money is nonrefundable once the season begins, even if you are calling to say you NEVER requested it.
They do not consider your calls enough to take your household off the "don not want" list.
If you are a customer who had the NFL package automatically added and were forced to call, yell and get it cancelled. The company still counts you as a household who ordered the service that year and you are automatically "renewed" the following year.
Why should I have to scrutinize my bill to look for additional services that I didn't add in the first place? And then, if i don't notice the NFL season begins, the fees are not refundable.
The "renewal notice" on the bill is not enough to warn customers of this deceit. The burden should be on the company and the customer who wants the service to call to renew and add the service, not the customers who never request the service in the first place. is there a class action lawsuit here? i want to join.
DirectTv knows this practice is misleading, as even the customer service guy i got on the phone told me "we have been getting a lot of complaints about this."
Please help me to change this practice for millions of other hardworking Americans who are tired of corporations ripping us off!

I just got off the phone to cancel my service with DirectTV after almost 4 years of being a "loyal" customer. After thanking me for my loyalty and asking if there was anything they could offer me to stay I told them that the local cable company had given me a deal too good to pass up but thank you anyway. Upon going through the disconnect procedures they told me I had an early cancellation fee of $220 since I added a receiver back in December. I leased the receiver, paid for the installation and have paid my bills on time for 4 years! They told me anytime that add equipment or service that you renew a contract. This was definitely never mentioned when I added a receiver otherwise I would never have agreed to it.
I was then transferred to a "resolution supervisor" who in essence told me there was no one else there I could talk to and no one else in any other state that could help me. What kind of business is this? I was open to coming back when the contract with the cable company was up but now there is no way I will ever be in business with a company that so easily steals money from it's "loyal" customers. They are overpriced already! I wll tell everyone I know about this crooked company and I hope karma has it's way with them.
Tiffany
Portland, OR