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Robert Silva

DirecTV Gets Another "F" From the BBB - But Now Upgraded to a "D"

By May 25, 2011

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Dateline: 05/25/2011
If you have been following my coverage of DirecTV over the years, it has been very "direct" with regards to issues surrounding consumer complaints against the well-known satellite TV provider. In the latest turn of events, the national arm of the BBB (Better Business Bureau) through its Los Angeles branch, has given DirecTV an "F" score for its continuing poor customer service, deceptive advertising, and other business practices. This is the second time the BBB has given the "F" rating to DirecTV (see my previous report). For all the details, and a look at how the BBB rates other TV providers, such as Dish Network, Comcast, Verizon, Cablevision, and Cox Communications, read the report from TV Predictions

UPDATE 5/25/11: In checking the BBB site again after posting the above article, in which the "F" rating was confirmed by both TV Predictions and the BBB, I have noticed that the previously posted DirecTV "F" rating has now been upgraded to a "D" - No word as to this why the rating has been changed so quickly. Of course, a "D" rating still is not very encouraging. Stay tuned for any additional announcements or reports on this.

Also, check out my past coverage of the controversy surrounding DirecTV.

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June 12, 2011 at 2:16 pm
(1) anthony says:

Sounds like the BBB is as scared of Direct tv’s power as everyone else. You yourself have them as an advertizer. I have personal experience of their buisness practices. They took my entire paycheck after it was deposited last week and will get over half of this weeks check; all because we allowed them to make a one-time $1 charge on behalf of a grandson. The Direct representitive even agreed verbally that it a one-time transaction and that the Visa card would never be used again. When the grandson defaulted on his contract we got debited from our checking account for services and equipment. No prior authorization, no warning, no legal recourse.

June 16, 2011 at 11:37 pm
(2) Alison says:

Yikes! A “D” rating from BBB is nothing DirecTV should get to excited about, thatís still pretty bad! I saw that my TV provider/employer DISH Network has a “C+” rating which is much better than a “D” or “F” but I certainly know why that’s the case. I’ve noticed that DirecTV has way more customer complaints than with DISH Network and don’t offer their customers as much. With my DISH Network services I enjoy more HD channels, more affordable packages, true TV Everywhere and an award winning DVR. It’s been great! I wouldn’t change my services for the world! :)

August 22, 2011 at 4:39 pm
(3) TRACY says:

I have personal experience myself with their deceptive and unethical business practices. It outrages me that Direct TV debited 585.00 from my checking account without authorization then refused to give it back stating they had legal right to charge my debit card because it was used for a one time payment online. I specifically told them I was not the account holder, not to mention, NOT ONCE did they ever disclose to me or obtain my acceptance of any terms regarding the use of my debit card – they didnt seem to care that much becasue they do this sort of thing all the time and they keep getting away with it. I filed a complaint with the BBB, the FCC, my bank, my attorney general’s office and my local police department.

October 5, 2011 at 4:53 pm
(4) wvets says:

I dont get tv from around 1145 and 5 pm everyday works in day time when we had a hurracane. If my equipment is working then what is it? Is anyone else hgaving the same problem bronx NY

January 17, 2012 at 7:16 am
(5) KJ Crawford says:

What’s up with the NEW tiny Menu? NO ONE in my house can read it, this includes family in other states!!

Where was the warning? Why did DirecTV NOT tell me they were about to make this change?

This seems like a good reason to stop watching television and only reading newspapers for my news and entertainment!!!

March 30, 2013 at 7:26 pm
(6) Jacqueline Kimbrough says:

My daughter who lives in Tallahassee cancelled Dish Network and they were rude as sin.I was told that I had to mail the equipment and they would send a technician out to remove the antenna .I asked why couldn’t
He take the equipment with him?I was told “read the contract.”I Wil be reporting them to my legal teamAt 75years of age this is ludicrous .I have suggested to my friends to get rid of this pathetic piece of “Crap”.

April 15, 2013 at 12:33 pm
(7) mr.n says:

I used to work for a company hired to sell direct tv as well as Qwest and VZW. I hated selling Direct Tv. The “savings” never applied to the first bill which always pissed off customers. Among other reasons.

April 18, 2013 at 9:02 am
(8) Rodney says:

I had dish network. for over 8 years when they dropped sny. I Did not say anything then they dropped all the vicom stations which carried AMC the walking dead they dropped them because of a 23million dollar lawsuit against them but when they destroyed evidence and documents to cover it up they started lying to their customers also after I asked if they were dropping AMC they said no not to worry then 3 weeks later I called to ask where the station went the person on the phone asked me how does this effect my life.And not once but three times after the third time.I answered It effects my life when I. watch a series like the walking dead and I want to. watch season 3 after watching for the 1st two seasons want to finish watching it and it was real nice they were not telling anyone about dropping these station I switched to Direct Tv saved 2689.00for two years bundle phone tv internet with Verizon 74.99 a month for all 3 and plus I can watch every Mets game on SNY Yeaaaaaaaaaa sweet

April 18, 2013 at 9:13 am
(9) Rodney says:

Dish network Sucks after dealing with theM 8 years they have proved they hide and lye they remove stations and don’t tell you they hope you will not notice their signal was 1/2 of what i have now with direct tv. DISH don’t have SNY NETWORK SO IF YOUR A NY METS FAN AND WANT TO SEE ALL THE GAMES DIRECT TV IS WHAT YOU WANT IF YOU WANT TO SAVE MONEY DIRECT TV IS WHAT YOU WANT I SAVED 2689.00 FOR TWO YEARS 74.99 A MONTH THATS PHONE TV AND DSL INTERNET

May 10, 2013 at 4:31 am
(10) travis says:

Dish also got rid of msg and do not have yes network. I am dro
pping dish and getting direct tv. All companies lie…but at least direct tv doesn’t chose what you can watch for you.

May 14, 2013 at 11:28 pm
(11) candy says:

After one year charged my credit card of over $104 per month after a low first year payment. They never, ever informed me of any increase, only sent their bill my mail saying, I was paid in full. Deceptive business practices. I have called the Head of my State to investigate. them. Had previous problems with them automatilally billing on my credit card those free tv channels you are supposed to get, of no knowledge to me. They had also increased prices anothotheh time the first year telling me I could not longer get the channels in the package I had. I told them they could no longer have acess to my credit card, then they pressure you to give them access, then they charge your card again without you knowing what the charges were going to be!

May 26, 2013 at 1:35 am
(12) sharon krumland says:

In Fe. I disconnected my service with direct t.v.Without authorization, they billed my cking. acct 264.75.I called my bank. The bank credited me that amt. The next mo. I got a statement saying my acct. was 0 with Direct t.v.This mo. I received am a bill saying the 264.75 was reversed back to Direct t.v. and that I owed that amt. again.I called my bank and was told that Direct tv. got the money.I think that I am having a breakdown over this. Everyone says that direct t.v. is so powerful and are liars. I am not going to pay the bill.Why doesn’t the BBB do something about it?Is their anyone out there that has won a case against them?

June 2, 2013 at 7:24 pm
(13) Jack says:

Seems the BBB was asking for money in return for passing grades http://www.tvpredictions.com/dbbb031313.htm dtv didnt budge good for them, im happy with my service and never had a problem,of course i do read the terms and conditions of everything i sign so when they sent me a welcome to dtv email i did read it over and i know that after my first year my price will go up nothing magical about it, my new customer rates ended i didnt need them to tell me that would happen its all in that great info with the customer agreement and if i have outstanding fees if i disconnect they have my permission to charge whatever credit card i have on file also in the customer agreement seems alot of people these days expect something for nothing they treat a agreement likes its one sided! if you would like to read it yourself please check it out at http://www.directv.com/DTVAPP/content/legal/customer_agreement

June 16, 2013 at 2:19 pm
(14) Gail says:

When I had direct TV I never got a bill that was the same the whole time I had there service. I never changed any of my programming either.
Then when I sent my equipment back it didn’t go to the correct place and they tried to charge me for the equipment but there was no way they could because I had been warned about their way of taking money from your account without your ok. I never paid them with a credit card always used money orders. I did get the equipment problem worked out by calling some at the Direct TV headquarters. I will never had Direct TV Ever again

September 24, 2013 at 11:33 am
(15) Darlene says:

Direct tv charged NFL Sunday ticket on my bill which added 37.45 per month I never added this nor do I watch football. They are trying to say it was in my contract. What contract? I never saw a contract. Why would I pay for something I do not watch. They will rip you any way they can. Never trust them…..Change your bank account before cancelling service so they will not have access to your accts if you ever paid by electronic checking or debit card,

October 27, 2013 at 5:02 am
(16) chelsea says:

I was a winback sales agent for direct TV a few years ago (they fired me because I had a high risk pregnancy and never claimed to of gotten my doctors bed rest orders) we always had contracts and I told everyone that you card would stay on the account and if you cancelled or didnt pay your bill it would be charged automatically that’s part of what you agree in your contract the NFL Sunday ticket and the free movie channels have to be cancelled after the free subscription is up because if you don’t remove it than it will be added to your bill when we are in our training we are told to tell you this stuff its not direct TVs fault that people don’t do it that’s why the call centers are revolving doors. I would also let the person I was signing up know what there second years bill would most likely be and that you can change you package your second year and ask for other promotions

December 10, 2013 at 11:52 pm
(17) David Harper says:

On Thanksgiving I called as my HD DVR failed. They told me they were mailing me a new one and to expect it in 3 business days. After 5 I called and the service person told me that the person never took down the detail necessary to mail a new one. I provided that information and was sent a box to retun my defect one. I did that the day I recieved the box. I just called, started to take down names and talked to Mike 100721904 and told him what was goin on. I said no one ordered me a new one and that he would send me to that department. I got Chris 3983 who told me that my DVR would come with a 48 month service contract, and said, again, it was not new but replacement, oh well I said okay and was told that there would have to be a service set up and that would cost me $21.45. I asked for a supervisor. I got Cedric 2817 who was the rudest of them all. I was told that I never had a DVR and that I was ordering a new one, to which I said what did I mail back, no response. I finally gave up paid the fees and now have the wonderful delivery window this “Sunday”. Is this a monopoly? This feels like a RICHO violation.

May 18, 2014 at 9:05 pm
(18) John Lord says:

I see several people who are dropping Dish to get Directv. I have Directv, but only got the cheapest, basic package with a 2 year contract and a $20 discount for the first 12 months of that period. We did not get the HD box, so the pictures are only 720p at best. The channels and such are as advertised and so is the contract. That said, beware if you want to cancel at ANY time before the end of the TWO YEAR contract period! The “early termination fee” is billed at $20 per month of the unused contract!

Still, cancelling DirecTV any time before the end of my 2 year contract will cost $20 times the number of months remaining.
If I were to cancel at the end of week one, the fee would be $480. Kind of steep to pay for cancelling after only a week of service. I now plan to cancel at the end of year one, pay the $240 fee at that time, and just count it as though I had paid the normal price for one year. If I let it run through the second year at its full price, I will be out $641.16. Why? because, in spite of the advertised promotional monthly cost of “$24.99″, they have added fees that make my ACTUAL monthly bill $33.43. Do NOT let them add the “equipment protection plan” to your bill! You COULD cancel it (LOL!), but of course that would ALSO require “early termination” of that plan for which they will bill you another fee that would be enough to pay it off anyway. Their contract is DESIGNED to get your money once you sign up for their service. MAKE SURE YOU WILL NOT WANT TO CANCEL BEFORE THE END OF YOUR CONTRACT! Unless you really don’t mind paying $240 to $480 early termination fees at $20/month of your remaining contract.

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