This business is not BBB accredited.
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This business is not BBB accredited.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- This business has no rating because it is out of business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Jake Sparacio, General Manager Mr. Shane Mosley, Owner
Cable TV, Internet & Telephone Installation Service
THIS LOCATION IS NOT BBB ACCREDITED
3036 Hudson Ave
Chico, CA 95973 (415) 658-9960 (530) 828-5033 Directions
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Additional Phone Numbers
- (415) 658-9960(Phone)
Additional Web Addresses
According to information in BBB files, this business is no longer in business.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: The apartment complex my family lives in requires all satellite service installations be handled by Satlink. We have had issues from day one from Satlink. First it didn't work at all. After that it worked, but we were recording our neighbor's shows. After waiting for that to get resolved it worked again for a couple weeks. This morning we called to get our "error 775" issue taken care of. It has to do with equipment not within my apartment, which I do not own, and couldn't be resolved by DirecTv, and had to be resolved by Satlink. Upon calling I spoke with ****. He said was going to have to work with somebody upstairs, which means even though I paid him to get my satellite working, he was having my upstairs neighbors do the work. Even more infuriating is that it started working for about 45 minutes then stopped again, and when I called **** again, he informed me that I would need to go talk to my neighbors about resetting the SWiM power inserter, and if that didn't work nobody would be able to fix it until Monday, leaving my family without television service that we PAY for for the entire weekend. The only way this could possibly be acceptable service would be if he did it for free, but I paid for this disappointing experience with cash, and now I my entire family is paying for it by not receiving our satellite service because Satlink doesn't want to work on the weekend. Further he tells my wife he would call her back at 4, but at 6 when i called him he informed me that she was supposed to call him, while complaining about how much he hates DirecTv. To sum it up, Satlink has proven to be superficially professional in behavior and doesn't claim ownership of their own failings, while leaving their customers high and dry hoping their neighbors can fix a problem that isn't theirs to begin with.
Desired Settlement: I want my service fixed so that I don't have to call Satlink once a month to come and fix it again.
Unfortunately, at times, satellite service is interrupted. When that happens I do my best to have the issue resolved as quickly as I can. I was working in the bay area for the weekend and there were no other technicians available. Because I didn't want them to have to wait all weekend, I had the customer talk with their neighbor to have them reset a power inserter that was within the apartment. Resetting the inserter meant to unplug it for 10 seconds, which is something that needs to happen with electronic equipment once in a while.
The customer contacted me at 10:48 a.m. on 4-5-14 and service was back on by 6:45 p.m. that same day (within 8 hours). The customer was not without service the entire weekend as he stated.
The $150 fee was to pay for part of the equipment needed to install the system, which actually costs $250. DirecTV charges customers $200 to move accounts like this one.
The reason their system didn't work when they originally moved in is because they had misinformed me as to what type of receiver they had. It turned out that they had a more advanced receiver that needed extra equipment to be installed.
DirecTV equipment is unreliable and is very frustrating when it stops working for both the customer and myself. This frustration came out in the conversation which I take responsibility for, I should not have been negative.
I contacted the customer again on 4-7-14 to make sure that they were not having any further issues and to call if there are any in the future.
I contract with many apartment complexes to offer satellite services to the residents. There are many issues that arise from apartments for different reasons. Because of this, I am available by phone 7 days a week and fix problems as fast as I am able. In fact, if you have any concerns, feel free to call ###-###-####. Thank you for what you do to help businesses like mine.
I am rejecting this response because:
It is regrettable that the customer is unsatisfied. Unfortunately there are limitations and issues that occur when it comes to satellite systems within apartment complexes that use a single dish. These issues are more common with DirecTV equipment as this customer has experienced. The only thing that I can do is to fix the problem when it arises.
Satlink's service policy is to fix any issue that arises within one business day. Satlink maintains that it was within that policy.
As for the SWM module. There was no module removed from the customer. A SWM module is the part on the satellite antenna itself, which the customer certainly did not bring from his old location. I believe the customer is referring to a power inserter that he does not need nor will be responsible for when returning equipment. However, if the customer wants one, I would be glad to drop one off for him.