DirectTV Bait & Switch - They Change Prices Once Your System is Installed.
Before you sign up with DirectTV, please stop and look for an alternative way to get your television fix. Even if you have to go sit in Circuit City at primetime to watch your favorite shows, do that instead of signing an agreement with DirectTV. Seriously.
We tried the “no TV route”. We tried the “watch TV on the internet” route. Not because we needed to save money, but we wanted to do without the TV…but it didn’t work and we needed to sign up for service. I looked at our local cable company, but they wanted a fortune for basic cable, and if I had wanted DVR service as well, then forget it - I would have had to have given them my first born child. So I check out DirectTV - the rates were great, the DVR service was cheap, the installation was free - everything looked great. The guy on the phone set everything up, told me my final price, the installation went smoothly and we were enjoying our first month of having TV in the house again…and then it all came crashing down when I got my first bill from them.
My $41.99 for 12 months is now $67.99 for 12 months…and they say I never got an offer for $41.99, so too bad.
I know the first thing anyone is going to ask - “Do you have it on paper?”…and no, I don’t. But when was the last time you called up the cable company to ask for a deal/discount/service set up and got anything in writing as to your deal? I have been paying for cable TV for 16 years now and not once have I gotten (or needed) anything in writing. You call up, they tell you the deal, you get the deal. Done. Finished. But not with DirectTV - with them you call up, get the deal, then they switch it and say it never existed. And that is exactly what happened with me and I am not too happy with it.
I asked the woman to prove that I had signed up for anything that would cost $67.99 and she couldn’t - they have nothing with my signature on it agreeing to this price. But on the other hand, I don’t have anything saying I should be paying $41.99 other than the two phone calls I had with reps when signing up. Are we, as consumers, supposed to record our phone calls now? After 45 minutes of arguing with the woman on the phone, I gave up - but only with them. I am now taking this to the next level, by filing complaints with the New Mexico Attorney General’s office, the Better Business Bureau, and anyone else I can find to complain to. And after a little digging, seems many people have similar complaints about DirectTV, so I know I am not alone nor wrong in this situation:
Don’t know where any of this is going to take me, but I am going to do my best to try to complain as much as possible and let as many people know about this bait and switch that DirectTV has going on. And to be fair, there are a ton of complaints against cable companies, but I never had one…and now I wish I had just gone with them in the first place as DirectTV has a contract you have to stay in. Has anyone else had an experience like this? Any advice? Would love to hear from you!
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Johanna B | Sep 4, 2008 | Reply
Thanks for the heads up. I was thinking about going with DirectTV. No more…
Patrick | Sep 4, 2008 | Reply
If you never signed a contract or they have no proof you agreed to a contract verbally or otherwise, then have them remove the service. Go for cable even if it costs a little more (or package your internet service & cable for a better deal).
PT | Sep 4, 2008 | Reply
I’ve had a poor customer service and billing experience with Dish Network as well. Cable/Satellite companies just don’t care. They know they have you where they want you and they milk it for what it’s worth. I wish I could do without as well. We’re planning on dumping the Dish when our 18 mo contract runs out this Dec.
I don’t know who all you talked with, but when I run into a road block, I just keep asking for their supervisor. You could also call in threatening to close down the account. I don’t know all your details, but I’d try putting the screws to them prior to going the third party complaint route. Good luck.
David | Sep 4, 2008 | Reply
Patrick - No one who has DirectTV, according to them, has a contract that is signed. As for having them remove the service, they said sure - once I pay the cancellation fee of several hundred dollars.
PT - This was the supervisor, and even when I called back to try someone else, I got the same roadblock…
Pinyo | Sep 4, 2008 | Reply
They also automatically signed me up for packages that I didn’t ask for and had to call them to cancel.
Frugal Dad | Sep 4, 2008 | Reply
And to think I actually considered this recently! Thanks for the heads up…I’ll pass on DirectTV.
Jeff | Sep 4, 2008 | Reply
David,
I feel you pain. I ended up paying 15.00 per month for 12 months because I canceled after a year, when they said I had a 2 year agreement due to the DVR. They totally suck as a company and I won’t ever use them again either.
Att u-verse has been the total opposite for me. No contracts, no cancellation fee. Just a wonderful company to deal with. However I won’t use their phone service.
Kate | Sep 4, 2008 | Reply
If you did record your phone conversation with them, they’d probably sue you. Recording phone conversations is illegal in many instances, sometimes even when the other party is informed. I guess banks and such have exemptions. But it would probably come back to bite us hoi polloi types on the derrière.
I’m not remotely in the target audience for this service, but it’s nice that you give a warning just the same.
Holly | Sep 4, 2008 | Reply
We signed up with Direct TV last November. We were buying a tv and were offered $300 off the tv if we signed a year contract with Direct TV. We then got the premium package that was $79 for $29.99 for that year. I figured that we would have $10 or more in fees and taxes added but our bill has been $29.99 exactly for that year. We have not had any problems. If it helps, when the Direct TV installer came my Yorkie bit him.
Dee | Sep 4, 2008 | Reply
Our experience with DirectTV was less than ideal as well. They assured me I’d be able to get the local channels, and I asked about that specific detail several times, always with the same answer. Then after the installation was done, no local channels. Several phone calls later, they tell me customers in my area can’t get a “waiver” for the local channels. No mention had been made about waivers during my several conversations with them while I was considering their service. Fortunately, we had not signed a contract - special promotion through our phone company at the time - so we were able to have it removed without a cancellation fee.
Our best deal has been bundling cable, internet, and phone service through our cable company (Bright House). For $139 per month (including taxes and misc charges), I get about 200 channels, high-speed internet, and landline phone service with all the bells and whistles, including unlimited long distance. You might want to check with your cable company to see if they offer this in your area.
Cynic | Sep 4, 2008 | Reply
Don’t Mess With Bi Business, they WILL KILL YOU.
boomie | Sep 4, 2008 | Reply
Everybody seems to be forgetting the internet. Most promotions are published on the websites. At least that’s what I found with Dish Network. I used to be with Direct TV till the prices got out of hand, like $65 for plain jane service without premium channels, so I switched to Dish Network after looking over their website (and printing it out). I wouldn’t have cold called anyone till I saw something in writing.
I am getting the family basic plan (with Fox News, Food Network, Discovery, Fine Living, Hallmark and some other good stations) for only $19.95 a month. Free equipment, free installation and for $5 more a month I am getting DVR which allows me to record movies or whatever and see them later when basic channels are boring.
Dish Network did try to pull a bait and switch and charge a different amount, like I was promised 3 random months free worth during the first 2 years at a value of $120. Then I got a pre-recorded phone call saying that was in error and I only will get the first 3 months free of the $19.95 ($59.85 value). Whatever. I also was supposed to get a free $50 Visa gift card but that was a year ago and I am still waiting, but hey! no big deal. I am only paying $25 a month vs $65 and I am happy with the savings.
Check out the companies first, on line and print out the promos that you see. The written promos will be your evidence and will help you should you need to file a complaint.
Hope this helps.
Single Guy Money | Sep 4, 2008 | Reply
Thanks for this posting. I’ve been contemplating signing up for DirectTV to save money but after this, I think I will stick with Comcast. They may be more expensive but I can cancel at anytime without having to pay a fee and I won’t have a big ugly dish on my house.
MITBeta @ Don't Feed The Alligators | Sep 4, 2008 | Reply
Interesting… I’ve been a DirecTV customer since 2000, and I’ve never had a problem with it. It has saved me hundreds or even $1000 over the years because it has always been cheaper than cable… what’s even better is a just got a thank you card from them in the mail today saying that I’m getting 3 months of Showtime for free as a thank you for being a loyal customer — with no strings attached.
Anyway, did you pay with a credit card? You can always make a chargeback for failure to deliver what they promised. I’ll bet you win that fight…
Four Pillars | Sep 4, 2008 | Reply
What a rip!
I’m glad you posted this - hopefully you can warn a few potential victims away!
Mike
David | Sep 4, 2008 | Reply
MIT- you can do a chargeback, but I cannot continue to do it for 18 months - they will just keep charging and adding it to the next month.
Mike - that’s what I was hoping for!
Ron@TheWisdomJournal | Sep 5, 2008 | Reply
You should call the cable company and offer to do a commercial for them!
MITBeta @ Don't Feed the Alligators | Sep 5, 2008 | Reply
I know it’s a pain, but you could always cancel your card so that they can’t make any additional charges to it, period. That’s what you would do if anyone else committed fraud using your card…
David | Sep 5, 2008 | Reply
Ron - I should!
MIT - And then I can only imagine what would happen with my credit…
HMB | Sep 5, 2008 | Reply
My bro just ordered Direct TV. I might tell him to look elsewhere after reading your post.
Philip Brewer | Sep 5, 2008 | Reply
If the charge is not authorized–and if they’re charging you more than you agreed to pay, then it is–then you can just tell your credit card company, “These guys are making unauthorized charges on my credit card. Charge back the ones they’ve made so far and don’t accept any further charges.” That will almost certainly work to keep the charges off your account.
At that point, DirecTV can still sue you (if they think they can prove that you owe the money). They can also report your account as unpaid on your credit report. But I don’t think they’d be successful in just sucking the money out of your account by repeatedly posting fraudulent transactions.
David | Sep 5, 2008 | Reply
Right, sure - but then my credit score will take a dive and I will be in collections. Either of which is not a good outcome either.
MITBeta @ Don't Feed the Alligators | Sep 5, 2008 | Reply
I doubt that they can or will make reports to the credit bureaus considering that you have not applied for credit with them. Do they have your SSN? The credit bureaus don’t let just anyone make reports, and furthermore it even if DTV did, it should be pretty easy to protest the report since they can’t prove your contract.
David | Sep 5, 2008 | Reply
Yes, DirectTV checks your credit so you dont have to give a several hundred dollar deposit.
The Bald Monkey | Sep 8, 2008 | Reply
I had a similar situation happen that I am still battling out with The Holiday Inn. Check it out if you got time:
http://thebaldmonkey.wordpress.com/2008/08/04/why-i-will-never-stay-at-holiday-inn-again/
Good luck getting it figured out.
marianne | Sep 8, 2008 | Reply
Same exact situation, ordered 41.99 package which magically now is 63.97. Stay away from Direct TV!
david | Sep 8, 2008 | Reply
No way Marianne, you too? What did they say to you??
rob | Sep 9, 2008 | Reply
wow the bait and switch I thought it was just me I had the exact thing happen to me plus the 3 months of free movie channels. I was told that I would have all this for 34.99 plus the free DVR for one year then the second year would be 63.97, but my first bill was 101.99. I called and they told me that my account was getting all the credits that I was promised. however, the credits are added to the bill as a hole so I would not see them tell towards the end of my 2yr contract. so basically its 63.97 the first yr and 34.99 the second year assuming you are getting your credits. I argued the point that their ad said 34.99 for 12 months. they responded yes for 12 months without DVR with the DVR you have a 2yr contract and the credits you recive are added too your bill and I wouldn’t see them tell toward the end of my contract.
sharalyn | Sep 14, 2008 | Reply
Well, I got the old bait and switch from Direct TV too. I’ve had it for at least 5 years now and I really regret getting sucked into their upgrade for a DVR. My bill jumped from $41.99 for a basic no frills package to $61.00 plus all the misc. charges they throw on every month. It’s near impossible to figure out what the extra charges are for as they say “Leased Receiver” and “Primary Leased Receiver”. I see charges for both and credits for both; but last month my bill totalled $86.70 and this month it was $75.96! I don’t order any pay per view so I just can’t understand why my bill is so high and the cost can vary from month to month without any change of service. Calling the company does absolutely no good. I tried to cancel my service after 18 months with the DVR but they tried to charge me over $500.00 for cancelling the remaining contract! Believe me, when this expires next year I will tell them where to put their high priced service and slap an antenna on my roof instead. I don’t have the option of going with cable. It’s not in my immediate neighborhood although it has been within blocks of where I live for years now. Cable One says they have no plans to run their lines in here anytime soon. I think it’s all a big game these companies play to keep sucking our pockets dry by increasing their costs every year and maintaining a virtual monopoly on the service. It’s to the point where my family can’t afford Direct TV anymore and neither can we afford to cancel it! That’s just plain ridiculous!
david | Sep 15, 2008 | Reply
Wow, and another one. Thanks for sharing!
Fed Up Mom | Oct 4, 2008 | Reply
That’s not the only time they do bait & switch. When I upgraded to my HDDVR, I was told I needed a new dish, but that the upgrade was free. The tech came and installed my dish, but they charged me a 49.99 relocation fee, which they said was to move and set up the other existing DVR that I *physically* carried to my bedroom upstairs and that *I* programmed myself. I was the one who pointed the dish and programmed the new DVR. They did credit it to me.
The charge was incurred because after the tech came out and installed the dish, I realized I didn’t have two lines run to my bedroom for the existing DVR. I made a call to Direct TV to have them do this, and thus, was charged. However, the tech who installed my dish said I need to have a wall fish and that it would be $60. I called Direct TV with that information to set up the service call, and the rep said well, it’s only $49, so be it. That charge was added to my bill, and I paid it before the second service call happened.
When the tech came back out (a different tech, a different company this time), I was then told it was $120 because it was two floors and that I needed to pay him. When I explained that I was quoted $60 and that I had already paid Direct TV, he gave me a supervisor line to call. The idiot rep tried to tell me that the $52.36 on my recent bill was not for the extra line run charge, but was for pay per views because I had swapped my receiver (sent it back) and kept the card.
The idiot rep didn’t even realize I had kept the entire receiver and relocated it myself to the bedroom. She then asked the tech if there was any evidence of new lines ran.
When I asked her how he would have this information, she said there’s a database he can call up to to find out. I asked her if he would have received this information prior to coming to the call, because he was standing right there in front of me using MY landline to speak to her. She told me that no, he could use his cell phone to call another number.
I asked her how that was going to be possible while he was talking to her on my landline and I was right there in front of me.
Basically about 8 hours later of holding, screaming, sighing, and speaking thousands of foreign languages to figure out what the heck happened here, I realized that you don’t call Direct TV to have custom labor, like wiring a second line, done. You have to call their contracted installer, and you are at the mercy and whim of whatever tech comes out and quotes it.
If you don’t like that price, you can refuse service and make another appointment, but be prepared to wait three months and be given several songs and dances about how the hurricane has put everyone’s installation dates off even if you don’t even live anywhere near where the hurricane hit.
I asked if Direct TV thought that this practice was reasonable. If someone calls up a store, is quoted a price, makes the drive out to the store, and talks to a rep while at the store, and is waiting on this piece of equipment in order for something to work, and is the told at the register that it is double the price, I think most people would feel that is predatory business practices, and leave.
When I suggested to Direct TV that I get the quotes in writing first and decide who I want to install my cable, they asked me if I thought it was reasonable to cut them out of the deal, and I retorted, do you think the extra $60 is going into YOUR pocket?
Yes, I think it’s reasonable when I have someone drilling into my siding, stapling into my drywall and doing something not to electrical code that I DO HAVE a choice in whom I pay and WHAT I pay for that service.
I have had Direct TV since 2000, and in the last three years, I have never seen such customer service gaffes from a company. I explicitly went with this company due to the same stick-it-to-ya practices that cable was engaging in….
Now….I’m not sure I’m going to have satellite service again. What crap - if I ran my business as such, I wouldn’t have customers, and I’d be reported to several governmental agencies and sued out the yin yang.
Unfortunately, the only voice with have here is with our dollars and who we decide to give them to.
Try complaining here: if enough of us do it, maybe they’ll listen:
Senior VP Ellen Filipiak
Direct line (310) 964.6508
DirecTV Corporate Offices
2230 E. Imperial Highway
El Segundo, CA 90245
Attention: Office of the President
Chase Carey President & CEO
John Suranyi President Sales & Service
david | Oct 4, 2008 | Reply
Thanks for your story Fed Up Mom, appreciate it. I am working on figuring out the best way to approach this right now, and will have yet another follow up post as another receiver just showed up at my house that was not asked for. What is wrong with these people?
Joe | Oct 9, 2008 | Reply
Same non-sense for me too. Signed up for the 34.99 a month package, and then a few days after installation I get a $79 bill saying I ordered the NFL Sunday Ticket Premium package on top of the first bill of $60.18.
Do they really think I’m (or ANYONE else) is that stupid? I have the print-out of what I ordered sitting in front of me still to this day in case they pulled a stunt like this. Anyway, I write them, and they say I did sign up for it. I asked for proof, but I never got a response. They did however remove the programming (HBO, etc premium stuff) but like I said they never actually responded.
Silence speaks volumes when you try to rip someone off.
Why would they try this? I acutally pointed out to them that on page 3 of the order form you can SELECT NFL SUNDAY TICKET.
I’m am currently pissed because I did order a package that includes the Versus Network and would like to watch it for the Bruins.
“Channel not purchased”. And I can’t ever seem to log on to DirectTV.com to my account. For 2 weeks now.
They do answer complaints to the BBB, which will be the next step if needed.