Consumers file thousands of complaints against satellite TV providers

In the past three years, more than 53,000 customers have complained to the Better Business Bureau about satellite TV providers, with 39,000 of those complaints filed against DirecTV and 13,000 filed against Dish Network.

Many complaints stem from fees and terms outlined in the customer agreement. The BBB recommends that TV viewers planning to make the switch to satellite should read the fine print closely.

DirecTV has more than 18 million customers in the United States, and Dish Network has more than 14 million. The complex policies and fees that are sometimes unique to satellite service has led many customers to complain to the BBB about the contractual obligations outlined – but often overlooked – in the fine print of their agreement, reports the BBB.

Many BBB satellite-providers complaints are about steep cancellation fees. If customers aren’t satisfied with their service or they can’t afford the cost after the introductory period, it isn’t easy to cancel because the early termination fees can run into hundreds of dollars.

Following are examples of common complaints the BBB receives about satellite TV providers:

• Early termination fees – Consumers report paying cancellation fees of more than $600. Commonly, the customer thought that the company didn’t provide the services promised, and they shouldn’t have to pay to cancel service they weren’t happy with or didn’t receive. In some cases, the customer claims they weren’t aware of the policy or that a sales representative misrepresented the terms.

• Introductory offers – Many promotions will offer a lower price or premium channels for an introductory period, after which the customer will be charged the full price. Some consumers state their monthly bill increased substantially more than they anticipated. Others state they were promised gift cards for signing up that never materialized or rebates that couldn’t be redeemed immediately.

• Billing issues – Some consumers state that they were charged for services they didn’t order – such as pay per view movies – or were charged for services which they thought would be free. Consumers also cite issues with returning the receivers to the company and still being charged. In some cases, the unexpected charges were the result of expiring introductory rates or offers.

• Service issues – Consumers also have contacted the BBB over reception quality issues, channel offerings, or difficulties in getting equipment repaired.

• Upgrades resulting in contract extension – Some consumers were upset to learn that when they upgraded their service or equipment, it resulted in a contract extension, and they were later charged fees for early cancellation.

When signing up for satellite TV, the BBB recommends that consumers:

• Get it all in writing – Don’t just take a salesman, installer, or customer service representative’s word for it. You might also be speaking with a third-party retailer, and the verbal promises may not show up in the final customer agreement with the satellite provider.

• Read the terms and conditions carefully – Pay close attention to the terms on introductory offers, equipment costs, and the cancellation policy.

• Check every bill closely – The sooner you spot inaccuracies in billing, the better. Even if you have your account set up to automatically charge your credit card or debit your checking account, always review your monthly bill closely for any new or unusual charges.

• Mark your calendar – Put important dates down on your calendar such as when you need to cancel introductory promotions for premium channels and the end of your contract.

• File a complaint with the BBB – Consult the terms that you agreed to and if you’re unable to reach an agreement with your satellite provider, file a complaint with the BBB in your area. Both Dish Network and DirecTV consistently respond to complaints, and BBB has been able to help consumers receive refunds in many cases, according to the BBB.