Please be advised that several weeks ago I called Direct TV and ordered service. The guy I spoke to told me:
1. I have seven days after installation to cancel the contract if not satisfied.
2. My monthly payments would not come out to more than $34.99 plus taxes.
3. There would be only a one time charge of $21.35.
4. I was scheduled an appointment for one week later.
5. The installer came to my home at 3pm in the afternoon. They left at 6:45pm that night without the installation being completed.
7. We were advised by the installer that they would come back the next day to complete installation at 11:30am. The installers never showed up until 6pm.
7. The day of the installation it was pouring rain outside. Two of the three service techs who came to my home felt it was OK to walk all over my home with their muddy boots. The techs walked in my children's room with their muddy boots, my living room, and my rug was also walked on with their muddy boots. I offered them plastic bags so they could cover their shoes so they would not continue to walk on my floors with their dirty shoes. I also put a small bathroom rug down so they could wipe their feet. Then one of the techs felt that it was OK for him to spit on my driveway. Very disgusting. My children play on my driveway. They sit on the floor of my driveway, they ride their bikes on my driveway. But nobody in Direct TV cares.
8. I called Direct TV to report the problem and requested the service to be discontinued. The first floor supervisor I spoke to would not hear me out. I told him of what was going on, and he stated too bad, this is a contract and I will be charged a fee for cancelation. The first supervisor was speaking over me, and I refused to pay the fee. He got mad. When I requested to speak to someone higher than him, he stated that he was the highest manager there and hung up on me.
9. I called back and spoke to another representative, and that representative did not help me either. She transferred me to the sales dept.
10. Then I spoke to a supervisor in that dept, and then he put me through to a manager.
10. The manager then said to transfer the call back to another dept, and it was the cancelation dept (another transfer from a manager).
11. I spoke to another representative supposedly in the cancelation dept. Finally, after 4 hours on the phone, Stephanie in the cancelation dept deeply apologized to me and told me that she will credit my cancellation fee due to this disaster that has not stopped occurring.
12. I sent them an email in reference to my complaint. I have spoken to about 10 supervisors or managers (I don't know which they might be, because they lied so many times about their titles within the organization).
13. I have been told that my information and complaint was emailed to corporate. I was advised by several representatives that the call has been escalated and that I would hear back within 24-48 hours. I requested the escalation on 02/25/08 and today is 03/05/08.
On 03/03 I noticed that Direct TV has charged my bank account $487.81. I was promised by Stephanie in the cancelation dept that this would be corrected.
14. I contacted them back in reference to the funds being taken out of my account, and again here we go in circles, from representative to supervisor (then they hang up).
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