Public Mediation

DirecTV (Headquarters) Dispute

J. E. vs. Directv

2230 E Imperial Hwy, El Segundo, California, 90245-3504, United States

Amount Involved: $500,000.00

Complaint(s): Bad business practices | Problem with a service | Problem with a product

- Customer or Client
- vs
- Directv
- Mr. John Stankey
  2230 E Imperial Hwy, El Segundo, California, 90245-3504, United States
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- Support this claim (2)
- 2 people support this claim
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- Status: In Negotiation
  This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
  (seeking public comment)
- Claimant Seeks: View.
- Claim #: 1073040
- Amount Involved: 500,000.00
- Filed On: Jun 16, 2014
- Posted On: Jun 27, 2014
- Complaint(s):
  - Bad business practices
  - Problem with a service
  - Problem with a product

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Statement of Claim

Complaints Involved (9) - View

Bad Business Practices

Privacy concern
Excessive billing
Poor customer service
Poor quality
Unfair practice
Failure to respond to complaint

Claimant's opinion: Billing issues you talk with customer service. They give you one bill you pay what they tell you explain what's going on with your service. You wake up your service is shut off. Then you told you have an outstanding balance, you give the representative's name that you've talked to and the date the amount you were told to pay what you talked about and then you told that you're being billed a month ahead you paid a fee would to have it installed, you had troubles all long, you pay your bill that customer service representatives tell you to pay with whatever adjustments they deem necessary. Even though you have not had a full month service without any trouble. You read had one of their own representatives. Notice that you been paying for a service that you have not been receiving for over three years, would you have paid for. He's been promised credits for problems that you've incurred your promised a rate to stay with them, and to make up for the inconvenience. For all the problems that you've occurred in the past, but yet your bill keeps rising. And no one, no one can explain why or how, or the reasoning all's I can say is, we've given you credits. We can't do that no more. I'm sorry the amount of damage to my siding, sheet rock, and the sewer line that got broken under my house, or the insulation that got a tour from the wiring being replaced pictures and dates and times can be provide.

Problem With A Service

Bait and Switch
Rude behavior
Poor customer service

Problem With A Product

Not as advertised
Not in new condition
Product is defective

Overcharge Or Billing Error

Overcharged
Wrongfully billed
Did not receive credit
Unpaid bill
Lack of communication

Customer Service Runarounds

Claimant's opinion: See above comments (from salesperson selling unit to customer service, threatening being rude, making comments quote if you don't call it didn't happen to the technical side lying about the ability example quote sending a tier 1 tech with specialized equipment to ensure problem would be resolved " no such thing " according to their own technicians

"I Just Feel Ripped Off."

Claimant's opinion: I had a Super Bowl party at my home with some friends. The quality was so bad I had to use a Wal-Mart, digital antenna to watch the game because DirecTV's quality was so bad and fuzzy. I was ashamed to even admit I had DirecTV. The only reason I had DirecTV for as long as I had was I had my father-in-law living with us and he like to watch the NASCAR races and the religious channels, but I can believe that they advertise on TV customer satisfaction guarantee. This is one customer that is not satisfied and is highly upset with the way he has been treated.

Poor Value For Money

Should be better design
Should be better quality
Should have different features
Too little / not enough for price

Claimant's opinion: When a technician comes to your house and replaces a unit it's refurbished. Nine times out of 10 when you get a unit in the mail. It's refurbished 99.9% of the service technicians are not trained to diagnose the equipment . All they do is pull it out and replace it till they get the right one , and a lot of times they get defective equipment that so-called refurbished (quote technicians on words )

Contract / Agreement Dispute

Inadequate disclosure or misleading information
Breach of contract
Unfair terms

Claimant's opinion: They have failed to live up to their agreement to provide service. They blame all service issues on whether even when it's sunny, they failed to train your technicians will provide them with proper equipment. If a technician has to repeat a call is counted against him even if he was not the one who installed the equipment and customer service will look at your history, even if there is been technical issues, they'll say you've been issued credit. Once we can't do it again or we have to get a supervisors of approval or threaten you with shutting you off to you. Pay what they deem appropriate, then they will discuss issues and it starts all over again

Failure To Honor Promises

Relating to advertising
Relating to warranty

Claimant's opinion: We've had continuous problems to out our contract with DirecTV. About a month and a half after installation we had service technicians had to keep coming back for the same problem. It final escalate to a tier 1 Tec, which (turned out to be the same technician, which inform me that h was the last technician out of the six and that every time he came out it was counting against him). I informed hi it was explained to me that a tier 1 technician would be out with the proper equipment to diagnose the problem , again, I showed him all the recording of freezing pixilation and audio distortion, he changed out the dish head power supply. He had already changed out all the cable and checked all the fittings. Him and it helped a little bi, but he informed us that the quality of the pictures on our TVs in two of the rooms would not improve at all due to the fact that we had high definition TV, and the boxes were not the right boxes for those TV. We called customer service and more informed that we would have to pa extra for the correct boxes. My wife then asked why when we had explain to the salesperson exactly what kind of TVs we had why should we have to pay any additional fees. At this point We explained all the trouble we were having, and that we were considering canceling our service, we were informed that we had signed a two-year contract. When the service technician installed our equipment. I informed the lady that there was no such contract ever signed that the technician never required me to sign anything or gave me anything to sign. (I also asked her to produce signed contract) At this point. She said that she had our card on file and that they would be charging an early termination fee, and that if we did no stay with them. They were in their right at this point my wife hung up on with them and call back and talk with someone else, they asked us to work with the sin somebody else back out changed out are DVR unit with all the recordings, it still did the same thing's but we were able to tolerate it. I continue to document date and times that it would then when it would get to the point where you could not tolerate it anymore and it would malfunction to the point where you could not watch a TV show or a movie without something happening I would attempt to call go through the recording headache when you finally get someone they be rude. One lady told me, if you don't call it didn't happen, I called so many times I knew the script that the lady was reading from almost word foreword . We kept giving DirecTV opportunities . They not only damage my home took money for services that they did not provide satisfactorily to take money from our account that they were not entitled to this last time they installed the new genie promising that it would resolve all our issues (with no contract) which, it has not their service technician has been out here was unable to resolve the issues and because I had to leave town for a family emergency and my wife felt uncomfortable being home alone having another technician going through home again which he explained. She asked them to call back due to the fact they have a time limit on their elevated service calls knowing that I would not be home within this timeframe and that the phone number they had given her would be closed out or case number we've paid for a whole home system throughout our time with DirecTV, which we have not received , we have the genie, which is not work properly, which has a software issue . The technician had to install an upgrade using my Internet I pay for high-speed Internet due to the fact I was told it would make my DirecTV work better for upgrades , the only thing I liked about DirecTV today is the recording feature to be able to fast-forward to advertisements, my brother-in-law and his wife used our account when signing up for DirecTV We were too get a 100.00 Bill Credit for Refer which we did not receive, nor did my brother-in-law .

Exhibits View

Additional Communication Between Claimant and Directv Hide

May 16, 2015, Claiming party added:
Even now they are still trying to bill me for months that I had no services all the way up to Number 2014 there own men couldn't fix's it and wouldn't come back out they said they wouldn't put up with it and pay for it. Now they call use all the time with a bill of over $1,000 till me that I owe I don't think so as soon as my wife is better a letter is going to be posted on line here with all date's and times and name's of all services men or text that worked here for them and people she or me have talk with deal with this and it's going to the CEO we seen on TV will see what happen then when all the pictures get posted

What Claimant Wants Hide

Claimant agrees to resolve this matter under the following proposed terms of settlement.
Status: Seeking public comment/suggestions

This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
Directv is asked to agree and settle or make a good-faith counteroffer, offer a rebuttal, or request additional information.

Message from Claimant: Reimbursement for damages to our home, reimbursement for services which were paid for, and we did not receive which include past and future plus any and all late fees with interest, if any (and for the inconvenience of harassment and false advertisement, two counts of misrepresentation, failing to let known to the public that they have an ongoing software/equipment issue that they are on unable to resolve and continue to cover up reference problem 20140301 – 2560 this is just one of the issues. Since DirecTV does not feel that it owes its customers. Any explanation and that they are not responsible to answer to their customers. That is why I am revising my demands now dates, times and names of all representatives, records can be provided and will be provided with recordings of promises made by DirecTV's representatives, which will correspond with DirecTV's own recordings. JPEG pictures can also be provided with video of quality of signal problems and equipment problems, ongoing technician came 6/26/ 2014 changed gear out on dish equipment not performing updates software issue waiting to hear from DirecTV


1. Reimbursement for services not received and damages to our home Example: Sony ePak EX3500	Jul 12, 2014	$500,000.00

Cash total : $500,000.00

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Respondent's Counteroffer

There has been no response to this claim from DirecTV. This claim will remain posted until resolved

Offer History

What	By When	How Much
1. Other – Copy claim to regulators	Jul 01, 2014	$14.99
2. Other – Pay for claim posting cost	Jul 01, 2014	$7.99
3. Other – Physical delivery charges	Jul 01, 2014	$2.99

Cash total : TBD

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PeopleClaim helps resolve consumer and commercial complaints

DirecTV (Headquarters) Dispute

Bad Business Practices

Problem With A Service

Problem With A Product

Overcharge Or Billing Error

Customer Service Runarounds

"I Just Feel Ripped Off."

Poor Value For Money

Contract / Agreement Dispute

Failure To Honor Promises

Respondent's Counteroffer

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J Petaluma

Fran Fellowes

Jim Wicks

Mukesh Haval

Sophia Patel

Mukesh Haval

Adam Stillman

Mina Rizk

Ratama Phasuthadol

Keith Schulner

Elizabeth Johns

Bryan Morris

Forrest Peters

Ed Vansickle

Bob Mangione

Fred Swartz

Steven Albright

Peter D. Singh Jr.

Jessica Lothman

Vishant Patil

John Fernwood

Steve Mcallister

Bob Mangione

Phaatima S.

Su Pang

Calen Bole

Sandra Jovan

Mukesh Haval

Geoffrey Beresford Hartwell

Raymond Covert

Sonya Shore

J S

Salmon Koenig

Irene Gomez

Arlene Kiefer

David Herrerias

Dev Annand

Paul Brewer

Vartika Misra

Samantha Herbie

Mukesh Gmi

Vp Pv

Kim Fox

Jasmin Ellis-Logan

Christopher Martin

Cheryl Miller, Jd

Teresa Shipley

Mark Deuitch

April Pollefeyt

Raven Tyler

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