THIS BUSINESS IS NOT BBB ACCREDITED

DirecTV, Inc. (Headquarters)

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

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Description

This company's business is providing satellite services.

BBB Accreditation

This business is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered this business's rating include:

25026 complaint(s) filed against businessGovernment action(s) against business

Factors that raised this business's rating include:

Length of time business has been operatingResponse to complaint(s) filed against businessResolution of complaint(s) filed against businessBBB has sufficient background information on this business

Customer Complaints Summary Read complaint details

25022 complaints closed with BBB in last 3 years | 2883 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 5201
Billing / Collection Issues 8914
Problems with Product / Service 10786
Delivery Issues 69
Guarantee / Warranty Issues 52
Total Closed Complaints 25022

Additional Complaint Information

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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  • Government Actions

    Agency: Attorney General - Other States
    Description: On December 15, 2010, this company entered into a settlement agreement with 49 state attorney Generals to resolve charges brought by the States alleging misleading sales and marketing practices.

    The multi-state investigation found the company engaged in practices that misled customers about how much they would be required to pay and what kind of programming they could expect. The investigation established that the company extended contracts without customers' knowledge when its representatives asked customers to sign what appeared to be service documents. Customers later learned that their signatures had extended their contacts for another two years. The investigation also determined that the company failed to deliver promised channels. In its promotions, the company promised potential subscribers access to sports channels and local stations, but subscribers discovered that some of the promised programming was not available. In addition, the company changed the terms of promotions offered. The company offered cash-back deals and free trials but did not disclose key details, and some customers ended up paying more than expected. For example, DIRECTV offered a two-year deal at $29.99 a month (compared to a typical charge of $53.99 or $63.99) but did not disclose that the second year was at the regular price.

    The settlement agreement requires the company to make full restitution to all victims and agree to clearly state all costs, services offered, length of contracts and terms of cancellations and refunds. The company was also required to pay $13.25 million to the 49 states and the District of Columbia in civil penalties and costs, and obey all laws. Upon entry, the Order was finalized.

    Complaints about conduct that occurred after January 1, 2007 are eligible for restitution. Californians who believe they were misled by DIRECTV have until June 9 to file a complaint with the Attorney General's office at http://ag.ca.gov/consumers/general.php.

    Non California residents who believe they were misled should contact the Attorney General’s office in their State of residence to determine eligibility for restitution awards.








    Date of Action: 12/15/2010

    What government actions does BBB report on?

  • Advertising Review

    BBB has no information regarding advertising review at this time.

    What is BBB Advertising Review?

Additional Information

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81000357
BBB file opened: 8/31/1994 Business started: 10/31/1990
Contact Information
Customer Service -
Number of Employees

1

Business Category

Satellite Equipment and Systems Repair Service

Alternate Business Names
DirecTV, Inc.DTVDirectvDirect TVD T VDirect TV
Alternate Web Sites
Industry Tips
On December 15, 2010, this company entered into a settlement agreement with 48 State Attorney Generals to resolve charges brought by the states concerning deceptive business practices. ( see Government Action section).

Consumers having complaints about conduct that occurred after January 1, 2007 are eligible for restitution in all 48 states that were included in the settlement. Californians who believe they were misled by DIRECTV have until June 9 to file a complaint with the Attorney General's office. They can be reached by calling 916.322.3360, or via the web at www.ag.ca.gov/consumers/general.php.

Non California residents who believe they were misled or may be eligible for restitution should contact the Attorney General’s office in their State of residence to determine eligibility for restitution awards.


California Attorney General at 916.322.3360 or via the web at http://ag.ca.gov