By Jim Winsett
Correspondent
Q Does the BBB have advice for dealing with satellite TV companies? I continually have problems with incorrect billings.
A Your problem is one that is shared by many. 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, and BBB recommends that TV viewers planning to make the switch to satellite should read the fine print closely.
According to company reports, DirecTV has more than 18 million customers in the U.S. and Dish Network has more than 14 million.
The complex policies and fees that are sometimes unique to satellite service have led many customers to complain to BBB about the contractual obligations outlined – but often overlooked – in the fine print of their agreement.
Many complaints to BBB about satellite pro-
viders stem from steep cancellation fees. If customers are not satisfied with their service or they cannot afford the cost after the introductory period, it is not easy to cancel because the early termination fees can run into the hundreds of dollars.
Following are examples of common complaints BBB receives about satellite TV providers:
Early termination fees: Complainants report paying cancellation fees amounting to more than $600. Commonly, customers felt that the company did not provide the services promised and they should not have to pay to cancel service they were not happy with or did not receive. In some cases, the customer claims he was not aware of the policy or that a sales rep 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 complainants 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 could not be redeemed immediately.
Billing issues: Some complainants state they were charged for services they did not order – such as pay-per-view movies – or were charged for services which they thought would be free. Complainants 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: Complainants also have contacted BBB over reception quality issues, channel offerings or difficulties in getting equipment repaired.
Upgrades resulting in contract extension: Some complainants 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, BBB recommends customers:
Get it all in writing: Do not 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 BBB: Consult the terms that you agreed to and if you are unable to reach an agreement with your satellite provider, file a complaint with your BBB. Both Dish Network and DirecTV consistently respond to complaints, and BBB has been able to help consumers receive refunds in many cases.
Get answers to your questions each Friday from Jim Winsett, president and CEO of the Better Business Bureau Inc., which serves Southeast Tennessee and Northwest Georgia. Submit questions to his attention by writing to Business Editor John Vass Jr., Chattanooga Times Free Press, P.O. Box 1447, Chattanooga, TN 37401-1447, or by e-mailing him at jvass@timesfreepress.com.