We were moving into a new home and called Direct TV to have service at the new location. The installation was scheduled almost immediately and we had a installer out to the new home the next day.
The Direct TV rep informed us that we must remove some enormous branches from a 60 foot tree in front of our home. We spent an hour walking around the property making sure there were no other options since we really didn't want to have to cut large branches off this beautiful old tree which also provided shade, and lower AC bills, for our home. The rep assured us there was no other way and they must be cut if we wanted Direct TV service at this residence, he also kept telling us he had a "friend" who would do it cheap. We refused the offer of his "friend" and used someone else to cut the branches off the tree a few days later, it was dangerous, expensive work.
After the branches were cut we called Direct TV and let them know and asked to schedule another installation since now the obstacles had been removed from the property and the dish could be installed. They promptly sent out another rep the next day. The rep that arrived was different from the first one sent. My husband takes him on the property and shows where the branches have been removed, clearing the path for the signal.
The new installer asks why we cut those branches, because the signal path is (and he points in a direction almost 60 degrees the other way). The first installer had lied to us, there was NO reason to cut these branches he was only trying to drum up fraudulent business for "his friend who cuts trees" to get a cut of the money from Direct TV subscribers who were lied to and told they needed to cut away trees or branches in order to get service. Needless to say my husband is furious at this deception. He asks the rep to give him the name of the previous installer, the man suddenly acts very strange and won't say anything but he does get his manager on the phone.
The manager is very rude and claims we cut down branches of our own accord! My husband corrects him and says we were told we could not have Direct TV service unless we removed the branches and the manager goes silent. My husband then says I want your name, the previous installers name, etc.. He hands the phone back to the installer to get a piece of paper out of the kitchen, as he turns his back the installer *** running, hops in his van and ***!!
It was beyond bizarre. We are jaw dropped at the behavior of these Direct TV personnel. We call the Direct TV national service number - and even the CS reps are shocked and keep "escalating us" up the chain. We finally speak to some higher level rep who is able to pull up the notes from the service call that day and tells us the rep reported we "canceled service request at door." Obviously, this was a total lie.
The installer was at our home for 25 minutes as we tried to get to the bottom of the lies and fraud that had been committed thus far. We never canceled the service call, we wanted to have it installed but we also wanted an explanation for why we had been lied to and spent nearly a thousand dollars on unnecessary tree butchering. Instead we were lied to, given the run around and then had the installer flee our home when asks to take down names, like some sort of thief in the night. After over an hour on the phone the helpful CS reps (their call center people at least are very nice and helpful) tells us a higher level manager will be calling us back.
We get a call about half an hour later and this lady doesn't seem to have a clue as to what is happened and just quickly tries to reschedule us for a third installation attempt! At this point I want to know what kind of shady people Direct TV is using to do installations and do I even want them on my property. After explaining what had happened AGAIN, I guess the lady didn't read any notes before calling, she tells us the first installer was a "contractor" but the second installer was actually a Direct TV employees (the one who lied and said we canceled service and then ran off when asked for his name). She then says she will have the regional manager of this area call us to resolve the situation.
We point out we had talked to one manager who was merely rude and nasty, she says we will be speaking to that man's boss, not him. This whole mess occurred on Monday, I sit here a week later and I have not received on phone call from Direct TV and still have no service - but I've received several direct junk mail pieces from them asking me to upgrade to premium service packages!! We have been Direct TV customers since 1999, but at this point we are ready to cancel our service and go with either Dish TV or the local cable provider rather than have to deal with a company so dishonest and shady. They certainly have their CS reps talk a good game, but that's all we've gotten - soothing words.
There has been NO action or any attempt to rectify what has occurred, they can't even be bothered to call us back after their installers lied to us and cost us thousands of dollars unnecessarily to line their own pockets.
(I just saw we can upload photos to this site, I'll be adding photos of the butchered tree and giant branches we had to cut down due to their dishonest installer.)
Reason of review: Poor customer service.
Monetary Loss: $924.
Preferred solution: Let the company propose a solution.
Directv Cons: Deceptive practices, Installation fraud, Lies, Lack of customer service.