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2230 East Imperial Highway
El Segundo, CA 90245
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(800) 531-5000

http://www.directv.com

General Support 8 AM-1 AM EST 7 days a week
Technical Support 24 hours a day 7 days a week

Company Rating

F

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Customer Reviews

based on 12 reviews.

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Complaint Experience

8%

Complaint Resolution Index (CRI)

858 complaints closed in last 3 years.

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Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 3/5/2020

Direct TV did the right thing by its customer.

After being with Direct TV for years, we decided to switch carriers because of consistently rising prices. We just couldn't get a good deal with them. After making the switch we learned that we would still be charged for the FULL FOLLOWING month, even though we had disconnected the service, because we didn't call before the date on the bill. We were shocked that a company could charge you for a service they were not providing. We complained to Direct TV more than once and then decided to report it to BBB. After they got involved Direct TV reconsidered their policy and called us to indicate they would refund the entire month's charge since we were not aware of their policy. We appreciate and applaud them for reconsidering and for treating the customer with fairness.

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Complaints and Resolutions

Total Amount in Dispute:
$95,321.00

Total Amount Settled:
$6,109.00

Complaint Experience

8%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Complainants generally allege problems relating to contract terms billing disputes descrepencies concerning pre-paid programming. Many of the complaints relate that the company's promotional offers fail to include all of the limitations conditions and penalties that may apply. In almost all cases the advertised promotional pricing is dependent on conditions that are not readily apparent from the advertising. Complainants consider the advertising to be deceptive. Some complain the company fails to send statements in a timely fashion resulting in late fees or that unauthorized amounts of money are charged or debited to customer accounts. Others complain of inadequate customer service and the inability to contact the company to change programming or resolve billing issues.~~The company responds to most complaints by relying on the terms of the contract. In some cases they apply necessary credits adjust programming or otherwise resolve the problems. In many cases the company disputes the complainants allegations and refuses adjustments.

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Complaint Closing Statistics

858 complaints against DirecTV, Inc. closed in last 3 years.
Complaints Type of response
12 Making a full refund, as the consumer requested
1 Making a partial refund
286 Agreed to make an adjustment
33 Refusing to make an adjustment
29 Refuse to adjust, relying on terms of agreement
488 Unanswered

View summaries of the complaint descriptions and responses.

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Other Information

Company Info

DirecTV provides satellite television entertainment services throughout the US and Latin America.

Primary Contact: Customer Service
Business Started: 10/31/1990
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

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Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

Satellite TV offers a variety of programming options for entertainment purposes. Typically satellite providers require consumers to commit to service agreements that can last 1 or 2 years and if cancelled early may result in extra fees.

Advertisements for satellite service may be very appealing especially when the company is offering discounts free premium services for a limited time giveaways and other incentives for signing up. However before choosing a satellite company Business Consumer Alliance advises consumers to shop around. Compare several companies to see what is programming is offered and for a breakdown of what is available. Know that installation equipment rental fees bundling and other factors can affect the price for service or monthly bills. Ask questions about programming cancellation policies fees and details about any trial offers. Make sure that you read and understand any agreement before signing on the dotted line or giving your authorization.

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If you are a customer of a satellite television provider keep these tips in mind:

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  • Always monitor your statements and look for unfamiliar or unauthorized additions services and/or fees.
  • Before contacting the provider with account questions have your account details ready including your account number and billing address.
  • Keep an eye on your bank account and/or debit or credit card accounts for additional fees or charges.
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DirecTV one of the largest satellite television providers in the country has been under scrutiny for advertising concerns billing issues and misleading sales and marketing practices by state attorney generals and the Federal Trade Commission. Business Consumer Alliance’s blog about the FTC’s lawsuit on DirecTV offers information regarding the FTC’s investigation into the company’s practices and more consumer tips.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

Industry Resources
Advertising Reviews
Additional Info

DBAs:

DTV
Direct TV Activation & Instltn
D T V
Direct TV

Websites:
There are no additional web sites.

Contacts:

Kevin Ellis (Manager-Office of the President)
Paul Peterson (Director of Customer Service)
Michael White (Chairman, President, & CEO)

Other Categories:

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