Horrible. BEWARE. SCAM!

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  • Updated 4 years ago
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I had Exede installed on Monday as a bundle with my Direct TV. The technician had trouble finding a spot to place the dish that would receive a signal. He concluded on the front of my house is the only spot it would work because we live on a lot with large pines. Wonderful right? I agreed and he installed it. When he left he informed me it was not hooked up yet, they were not suppose to do that (oddly enough), but it just needed plugged in. He did tell me that it was getting great signal though. He left, I signed nothing with Exede. Once my husband got home, he finished hooking it up. Great signal? How about no signal! It would not even load Google! I called hours after it was installed to cancel it, stating it just does not work where we are located. Customer service tried trouble shooting. No success. Offered to send another tech out. No thanks. Also suggested I trim my maple trees and pines in my front yard! Absolutely not. Final suggestion was placing a pole in my front yard. You have got to be kidding me, no. The first tech knew it was not going to work, and that is why he did not finish hooking it up before he left. Finally customer service cancelled our service and filed a dispute for the cancellation fees because we are under contract (even though I never signed anything).

 

Today, Thursday, I see the fees have been pulled from my account. I called customer service and was informed no dispute was ever filed. She filed one for me. I called back later in the day to verify it was actually filed this time. It had been.

 

Overall, this is such a scam company. They hooked up service knowing there was going to be no service and now want to charge early cancellation fees. I was a customer for 10 hours and would not recommend Exede to anyone! I am still dealing with them days later and being charge over $300 in fees for 10 hours of a product that does not work. Plus I am expected to remove the product that should have never been placed up there to send it back to them. What a joke!

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Kelly

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  • scammed!

Posted 5 years ago

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jimpryde

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I'm sorry you had to go through so much regarding the install. I knew that with no money back guarantee, I made absolutely certain the technician did everything right and that my home devices had proper connectivity. If the installer is following the rules and regulations, as far as I understood it, you should be handed a device that is actually connected to the internet (in this case it was my own laptop, since his was having issues when plugged into my router) that you are presented the contract and sign it electronically. If you don't complete this step, you aren't tied to the contract. Note, that the instant I signed this, I also received a PDF copy via the email address registered to my account. 
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Kelly

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I just called with direct to verify. I only signed a contract with direct. Exede is responsible for the customer agreement I need to sign. That never happened.
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Bobbie Blackman

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It's all in the installer, if  they can't do there job then all the calls in the world are not going to help. I was lucky I had a good installer that took care of it all, even installed the directv which 4 installers guaranteed me would not work. They are far better help here and Kim from face book than you can get from calling, these folks will talk to you and can get things done. Sorry for your bad experience.
(Edited)
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HMC1940

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I had really good installers also. The installers are not DirectV. they are outside installers that DirectV hires.Guess some of them really bad. Hope they are NOT hired again.. 
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HMC1940

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I know this because the installers who came and changed my tria after got broke in nasty storm. They get a flat rate of $95.00. Doesn't matter if five minutes or 8 hours. The guys came to replace tria were here several hours and founf dish wasn't grounded so grounded also and they told me they were outside installers that DirectV hires. Really nice guys.
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Kelly

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Yea I had both exede and direct installed that day. Exede got there first and as he was leaving direct arrived. The direct installer was great and I am extremely happy with their service!
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jimpryde

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I didn't bundle DirecTV so I'm unsure. Is it all done through one dish, or do they install 1 for Exede and 1 for DirecTV? I can only assume it's not the same contract, and that the bundling is done more at the customer service level than at the legal agreement one. 
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Old Labs (VS1-329-L12FZ)

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Yep, two dishes pointing at different satellites - 10 holes in roof waiting to spring a leak. I'd have gone pole mounts but didn't have a location available that would get over the trees.

I didn't bundle (wasn't an option at the time), but from the sounds of it glad I didn't - sounds like something's gone terribly awry with DirecTV/Exede bundling whether that be billing or questionable installs as in this thread - I'm pretty sure walking away without verifying the install is working, isn't up to Exede standards.

I had two different installers one for DirecTV, one for WildBlue and then Exede - the DirecTv guy just wanted to get in and get out, while the Wildblue/Exede guy was thorough even giving me a paper agreement to sign.      
(Edited)
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Kelly

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There's 2 dishes. Should have signed for both I was informed. Only signed for direct.
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ExedeKarmin

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Hi Kelly,

I can understand not being happy with your install and billing charges.  I am here to help you get these issues resolved.  Please send me an email to exedelistens@viasat.com with your account and contact information.  I look forward to assisting you.  
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Kelly

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Bobbie, they pulled it out of my account after I disputed it. I really did not plan to pay it, I woke up today and was missing over $300 out of my account. Can you see my frustration now? Steve I am hoping she can get some results. As I said before, I feel very scammed by the company currently!
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Bobbie Blackman

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Thats something that can be worked out, we can't get anything but dish, I wish we could get dsl.
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Bobbie Blackman

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Yes Kelly did you call your bank and tell them to stop the transaction? Or your credit card company. I stopped the automatic withdraw, and pay them after they e/mail me a bill, I learned the hard way years ago it just takes a few minutes to pay and you have no surprises. I understand you had no choice here for the first bill.
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Kelly

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That was my next step. I was hoping I could have everything sorted out and a refund in process. That was my last resort.
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Bobbie Blackman

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Give these folks a chance, you can always get more help here than on the phone,  
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Christoph Lieding

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Ask for Kimberly from the customer service she is awesome and very helpful. Mistakes, they will take care of that I am sure. One more thing don't cut the trees to much, but you might have to put a post somewhere. If I would live close to you , I would help digging. Aloha and take care.
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James

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We had Exede for one week before we realized we weren't getting the data allowance we are paying for. Not even remotely close. After numerous calls to Exede's Customer Care service and being hung up on, put on hold for a 1/2 hour at a time, and being lied to by their Supervisors I am closing my bank account that Exede is ripping off to pay for this fraudulent service. I refuse to pay another dime for this and Exede needs to come and get their equipment off my roof and patch the holes. If they don't, I will sue them for damage to my home and for fraud. If they try damaging my credit, I will sue for that too. They voided any ridiculous contract by not providing the service they claimed and as far as I'm concerned , there is no contract.

James Berger
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Kaotic Technologies

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exede will remove the tria for you.... not the dish....for a fee....nothing is free. Sorry you had A terrible experience. As far as suing fkr damage to the roof.... you will not sure exede, you will sue the installers company that did the install...this is why exede and directv hire contractors to do the installs...... it allowes exedd to keep a arms length away from and Lawsuits from installations....exede will point the finger at the installer....and if he did a bad job....and you have damage...by all means, sue away.
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Exede Lindsey

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Hello Kelly, I’m sorry to hear you had such a bad experience with Exede. I would be more than happy to review your account to see how I can assist and get this straighten out for your as soon as possible. Please send  your account and contact information to exedelistens@viasat.com. Than you 
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Kelly

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My issue has been resolved, which I am thankful for. I definately still would not refer this company to anyone especially after reading all of the horrendous reviews all over the internet.
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Kaotic Technologies

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Glad your issue has been resolved. the service is excellent when properly explained by a knowledgable salesmen with morals. Thats why ylu see so many negative posts....folks not being properly explained the service, its benefits and limitations.
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Kelly

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Unfortunately we had no service at all ever. After throwing such a fuss, they explained to the bbb, not me, that I was in an area where they just didn't get a good signal. The only good service I received was from Karmin. She did a great job.
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Kaotic Technologies

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As a technician, there are not areas that just cannot get good reception.... if you are in the united states, and can see the southern sky, and have a competent installer, you will get good service...... you had a useless installer. I have been doing this over 6 years....have installed thousands and thousands of exede services. I have never, ever, had a no line of sight....no signal issue.....no chargebacks, or damage claims. Im only telling you this so you have a perspective.... you had a terrible terrible dealer / installer, and i am terribly sorry. As we all know, ill take fibdr or cable when I can get it. But for many a farmer.... many menonites and ahmish in my area, they are pleased to skype with there grand cbildren and have a reliabl way to sell there goods and produce.

Long story short. Im sorry friend. We all need at least a little internet Daily, hebe

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