This is a copy of the complaint I filed with the BBB over its deceptive business practices. I am including my account of what happened, along with DirecTVs rebuttals. I think this speaks for itself:
On October 12, I bought a DirecTV package that the salesman, Michael, assured me would cost me $29.99 after an online rebate. He did notmention that the rebate would be for only 12 months, but he did say that I wasobliged to continue my contract with DirecTV for 24 months. When I mentioned Iwas comparison shopping with AT&T, he told me he would waive the $5 fee forthe second receiver with DirecTV. He told me that I would be charged $221.60, which would be a deposit returned to me gradually over the 24-month contractperiod. I am being billed for $60.72 per month now, which even with the $26rebate (for only a year) does not come out as $29.99. The $221.60 is listed asa credit history fee (I have NO credit history, not a bad one), with $21.60 ofit described as a "delivery and handling fee" and "tax." Ihave no idea whether I will even get my $200 back! I would like DirecTV to honor the conditions of the oral contract Ientered into with its salesman: $29.99/mo. Surely they recorded the conversation? I want transparency, too. I phoned and e-mailed them, asking for the contractconfirmation that they had promised to send by e-mail and failed to do beforetheir equipment was installed. I want a written guarantee that the $221.60which was supposed to be a deposit will be returned to me by the end of the24-month contract period.
DirecTVFirst response: Thank you for taking the time to write in to share the detailsof your situation. We are sorry for any misunderstanding. Upon review of youraccount, we have determined all charges to be accurate. Based on your currentservices and eligible credits, your monthly bill will be $34.72 after tax. Youactivated your account with CHOICE ($55.99), one additional leased receiver ($5.00), and three free months of SHOWTIME UNLIMITED (after $12.99 monthlycredit to offset the cost). With CHOICE, you are eligible to receive $26 inmonthly programming credits for 12 months. Your redemption form was submitted October18, and the $21 and $5 credits will begin applying on your second bill. All newcustomer equipment offers are subject to credit approval. A non-refundable feemay be required for some customers based on their personal credit score or ifwe are unable to verify their credit information, including customers with nocredit history. This fee is not a deposit; however, a $5 monthly programmingdiscount is provided for 40 months to make up for it. The first $5 discountapplied to your first bill, and offset the Lease Fee for your second receiver. We apologize if you were given the impression that the Lease Fee would bewaived for your additional receiver; however, this fee cannot be waived. TheLease Fee performs the purpose of providing programming for each leasedreceiver, as well as maintenance coverage.in this way, customers only pay forprogramming on a single receiver and Lease Fees for any additional receivers. An order confirmation was automatically sent to you by mail and email afteryour equipment order was placed. We are sorry to hear that you did not receivethe email confirmation. It appears that it was sent to a slightly differentemail address than the one you provided with your complaint. Paper copies ofboth confirmations have been sent to you for your records. We appreciate theopportunity to respond to your concerns. Sincerely, DIRECTV Office of thePresident Initial Response Summary Uponreview of your account, we have determined all charges to be accurate. Based onyour current services and eligible credits, your monthly bill will be $34.72after tax.
Rebuttal: Please contrast the charges DirecTV hasdetermined to be accurate with the details of the conversation it recorded withMichael, the salesman who sold me my DirecTV service. I invite DirecTV toprovide the Better Business Bureau with this recording. I would never haveconsented to such abusive conditions when AT&T could have provided me witha more economical alternative, since there is already telephone serviceestablished with this competing company. Michael, the DirecTV salesman, assuredme that the $221.60 fee was actually a deposit which would be returned. Heintended for me to rely upon this information when DirecTV service wascontracted. He also offered me the more favorable monthly fees which I havealready detailed in my complaint.
Finalresponse: On behalf of DIRECTV, we wantto thank you for taking the time to write in and share with us your thoughts. When you call DIRECTV you hear a recorded message advising you that calls maybe recorded for quality purposes. These are used to evaluate employees, and arenot retained. The call in question is not available. Based on your currentservices and eligible credits, your monthly bill will be $29.99, before tax. Asyou have applicable tax in Texas, you will be billed $4.73 in tax. Therefore, your monthly bill will be $34.72. All new customer equipment offersare subject to credit approval. Per the terms discussed at the time of order, customers authorize DIRECTV to inquire into their creditworthiness by checkingwith credit reporting agencies. Based on the results of the credit check, a feeof $200 or $300, depending on the type of equipment ordered, may be charged toplace the order; this fee is non-refundable, and is not a deposit towardservice or installation. We must also trust our customers have researched ourservice, equipment, and service agreement prior to acquiring our equipment andservice. Sincerely, DIRECTV Office of the President.
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