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BBB: Read Fine Print Before Buying Satellite TV
Complaints Stem From Fees, Terms Outlined In Agreement
COLUMBUS, Ohio -- The Better Business Bureau has received more than 53,000 complaints about satellite TV providers in just the past three years.
About 39,000 of those complaints are against DirecTV and about 13,000 are against Dish Network.
Many complaints have stemmed from fees and terms outlined in the customer agreement.
The following are some of the complaints BBB receives about satellite TV providers:
Early Termination Fees -- Complaints from customers report cancellation fees upwards of $600. In most cases the customer felt they shouldn’t be charged an early termination fee for a service they weren’t happy with or didn’t receive. In some cases customers claim they were unaware of the policy or that the sales representative misrepresented the terms.
Introductory Offers -- Many promotions offered by the companies offer service at a lower price or premium channels for an introductory period, after which they will be charged the full price. Some complaints state their monthly bill increase substantially, more than anticipated. Other customers claim the rebates and gift cards promised upon signing a contract never materialized.
Billing Issues -- Some customers claim to have been charged for services they didn’t order—such as pay-per-view movies—or were charged for services they thought were free. Complaints also include issues with returning receivers to the company and still being charged for services. In some cases, unexpected charges were a result of expiring introductory rates or offers.
Service Issues -- There have been complaints over reception quality, channel offerings and difficulties getting equipment repaired.
Upgrades Resulting in Contract Extension -- Some complaints were from customers who were upset to learn when they upgraded their service or equipment, resulting in a contract extension.
As a result, BBB has recommended TV viewers who plan to make the switch from cable to satellite should read the fine print closely.
They tell customers to make sure they receive all offers in writing, not to just take the customers service representative’s word for it. All conditions should be read carefully; paying close attention to introductory offer terms, equipment costs and the cancellation policy.
BBB also recommends customers check their bill closely each month for any new or unusual changes.
When signing up for satellite TV service, be sure to put important dates on your calendar such as when you need to cancel introductory offers and the end of your contract.
To file a complaint with BBB, you can visit its website at centralohio.bbb.org or call 614-486-6336.
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