Anonymous
map-marker Chicago, Illinois

Prior Customer

I cancelled my Direct TV Now subscription as of February 2019. Previously, my subscription was an auto-pay from my American Express card. The charges for the subscription ended with the February 2019 auto-charge. On September 22, 2019, I received an email stating that myAT&T account had a balance due. Since my AT&T account is also an autopay account, I called the number provided in the email, and could get no information about an unpaid bill. However, my AT&T account shows that $76.12 is owed for each of January and February 2019, and both charges are on my American Express card for those months. Both Amex charges have been paid. Unfortunately, because there is no way to talk with a live person at Direct TV Now, I see no way to resolve this issue.
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Reason of review:
Return, Exchange or Cancellation Policy
Curt W Lss

Non working service but still like to charge you

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Service is freezing up and not working for the last 3 months. Not just every now and then, but I would estimate 8 out of 10 times we tried to use, and when it does work it will kick you out and say oops..... Called many time to get it fixed. They promised within a week and Also promised a credit. guess what not only does the service still not work but the credit was never applied!. see the latest chat below. Chris: Hi, Curtis. Chris: Nice to meet you. Chris: I got the account details now. Chris: May I know what exactly the issue is? Chris: I have read a note on the account that a $10 discount was not applied. Chris: Am I correct? Me: For the last 3 months we have had a problem accessing directtv now on our devices as the screen freezes up. We called multipal times and was told it was a know issue and that they were working on it. They offered a credit for the account. However I just got my bank statement and noticed they charged Chris: I'm really sorry to know that. Me: 10 + 20+20 Me: I think at this point because we are still having the same issue we just want to cancel and get a refund Chris: I see the $25 off was applied in the month of Feb and you were charged only $60 instead of $75 on 2/28/2019. Chris: I understand your situation. Chris: I will refund that $10 and will apply $10 off for the next 3months. Me: the problem is that we are still having the problem. Chris: As a proof you can also mail this chat. Chris: I can help you with that as well. Chris: May I know the devices that you stream the services on? Me: the last agent told me 20 for the next 2 months... however it was not applied Me: roku Chris: Oh, I will check the previous chat and will escalate if it is mentioned as $20 Chris: And were you able to stream fine on other devices like computer/laptop/phone/Ipad/tablets? Me: no same issue. Chris: Okay, In this case I will go ahead will refresh the server form my end now. Chris: To avoid repetition, could you confirm if you've already performed any troubleshooting steps? Me: this has been done many times. I would like a refund and to discontinue my service. I have done all the steps many times I have uninstalled reinstalled Chris: I can understand how upset you are, but I request you to please provide me one last chance in resolving this issue. Me: I have not had tv for 3 months and when we do it get it on it says oops 5 minutes in Chris: I have also involved my supervisor on this chat now. 3/29/2019 2/4 Chris: I'm sorry to know that and I'll be sure to share the experience you encountered with our entire team so that everyone re-focuses on the importance of providing quality service. Chris: Lets us perform one troubleshooting step and that should fix the issue. Chris: Please go to Internet modem and you will find a reset hole at the back of the modem, with the help of paper pin press and hold the reset hole for 10-seconds and then release it once all the lights on the modem start flickering. Me: quality of service starts with the service and the billing credits when the service is not correct. Chris: I understand and I do apologize for the previous rep mistake. Chris: I will apply refund of $20 and will apply $10 off for the next 3months. Me: I am done with the service. it still has glitches. I would like the refund for this month Chris: I understand and as a front line agent I cannot refund more than $20 Chris: I hope you understand my limitations/ Me: it is even worse that it still doesnt work correctly and now there is a price hike Me: then we need to get to someone that can get my refund and discontinue my service Chris: I have also checked with my supervisor and I was only limited to refund $20 Me: 3MONTHS x 75 a month for non service Me: then this needs to be moved up Me: Im not trying to be a jerk but this is wrong Me: I have been very patient Chris: I can understand your frustration. Chris: And trust me, I'm doing my best to help you. Chris: As a front line agent I will be under few limitations. Chris: I have also forwarded your details to my supervisor. Me: I understand. Chris: He should be escalating because he is the highest point of contact and work with my escalation team. Chris: I personally I do not want my customers upset with the services. Chris: I will do my best to help them upto my limit. Chris: I can refund you $20 as previous rep have not applied the $10, and $10 off for the next 3months Me: Not blaming you. but when customer support tells me its a known issue and it is not resolved. then I get billed for a service that can not be used it is frustrating Chris: I do agree with you. Chris: I will go ahead and will re-check with my supervisor. Chris: I appreciated your time and patience. Chris: Sorry for the delay. Chris: I have checked with my supervisor now. Chris: we will refund $40 and $10 off for the next 3months. Chris: The amount of $40 will be credited to your card with in 5-7days. Me: PLEASE UNDERSTAND I have not had a reliable service for 3 months. @ 80 bucks a month Chris: I really wish to refund you but, as a front line agent we do have very less access and trust me I did my best to help you. Me: also the price has just went up 10 a month Me: I understand Me: please get me to someone that can. Chris: I have my supervisor available now. Chris: If you wish I can refer you to him. Me: thank you Chris: Would you like me to connect you to him? Me: please Chris: Sure, please stay online while I refer this chat to my supervisor now. Me: ok Chris has left the chat You are being transferred, please hold... 3/29/2019 3/4 Agent Sam enters chat Sam: Hey! My name is Sam. Please give me a moment to review your request. Me: sure Sam: I can help you with the billing, Sam: I have checked your previous chat and I see that you were requesting for a refund. Sam: I'm sorry to inform, in order to avoid charges for DIRECTV NOW you need to cancel the account before the billing date. If the account is not canceled within the billing date we will not be able to process the refund. Me: we have had the service for a long while and we have had plenty of glitches which we understand. However the last 3 months has been to much for us Sam: I'm sorry but we do not have an option to process the refund. Me: Then I want to file a complaint with you or the BBB. Me: I have been promised this would be taken care of. I have been told I would get a credit on the next bills. NONE of these things happened Sam: I understand that is not a pleasant experience for you. However, it is completely optional for you, it is mentioned in our terms and conditions stating that refunds are not allowed on the account that are not canceled before the billing date. Me: Even at that your company had promised a credit to my bills to keep my business that did not happen. Me: 3 months. I have tried working with Direct tv... nothing is better Sam: I hear you. Me: I have been with your service since it was launched. dealt with alot of issues. Done as your company does not do what it says it will do. In return I get no credit in fact I get a price increase for a service that doenst work correctly Sam: I would like to inform you that, price increase is for all the customers and it is something that cannot be stopped as the DIRECTV NOW price increases are subjected to change! Me: I understand that but maybe you should make sure all your costumers have working services or fix the issues when called in. I have waited 3 months. Would you accept that? Sam: I understand that is just not a pleasant experience for you. However, the issues should get fixed by performing troubleshooting steps. However, I will still escalate your account so that we can take care of it. Me: I have done all the steps 10x Me: your service said it is a known issue on your side Me: I am not the only one Me: please escalate Sam: One moment please. Sam: I have checked your account and I see that the issue had been escalated multiple times. Sam: Let me check what went wrong., Sam: Can you please access the link and let me know the upload and download speed it shows - http://speedtest.att.com/speedtest/ Me: 92.8 download and 103.2 upload Sam: Thank you. Please standby. Sam: When you try to stream services on Roku, do you see an error 'its taking a bit longer/we appreciate your patience? Me: no it justs locks up on the opening page with the blue line stopping across the bottom. We sometimes restart with about a 25% success rate. if we do manage to get in it will play for a short while and then give an oops message Sam: Thank you for the info. Sam: I see that you have been with DIRECTV NOW since 669 days and I understand issues like this is not a good thing. I request you to give us 7-10 days to get the issues fixed. Sam: I also request you to reset the wifi router after 24 hours just for better experience. Me: thats exactly what they said last time Me: my sever resets every 24 hours for maintenance Sam: I understand these words seems similar to you. However, as a Supervisor I can escalate the issue and get it resolved for you on higher priority note! I request you to give us 7-10 days of time to get the issue resolved. Me: it was escalated last time as well. Also had tech online with us. still didnt get fixed. However I will give you the time but I want the refund for not having the service Sam: I'm sorry we will not be able to refund the money. However, as a Supervisor I can honor $10 credit for the next bill. That is the maximum we can do for you. Me: so the last agent before you got on line offered 40......and 10 off for the next 3 months... but now 10? wow Me: please escalate this to someone that understands what it is like to pay almost 80 a month for the last 3 months for a service they can not use Sam: Yes, that's correct. However, we cannot provide huge discounts on the account. We can only apply $10 credit. I'm the last point of contact for the customers. Sam: I also see that you already received an discount from the agent earlier which was applied on 2/22/19. Me: this is a joke. please read the post by the agent before Me: thank god this thing has a print function 3/29/2019 4/4 Sam: I have read the previous agent chat and I have given feedback to agents that we are not supposed to provide huge discounts on account. I had also made a detailed notes on your account regarding the conversation we had. Me: a 10 dollar credit for 80 dollar service that doesnt work..... Hey I will sell you service that doesnt work for 50 and give you 10 back.... great business plan DIRECT TV GET IT TOGETHER!
View full review
Loss:
$240
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

I agree with pissed consumer who wrote about the freezing up and otherwise repeated poor service. and the chat makes it all the more exasperating and irritating and uncool.

We do not need to hear some psychological bs about how they understand how frustrating it must be and how they promise to fix it and after depriving you of proper service for months offer you a $10 discount after RAISING the price $10.

Nobody wants to CHAT - much less with a machine, and after going through this irritating chat experience you expect not to have to do it again. BUT YOU DO AND YOU GET AN *** MACHINE.

Craig R Bzl

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

Account compromised - fradulent changes to plan - charged over $150

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My account was compromised on June 8th, contacted on the 9th, they reverted changes. Because this change happened on my billing cycle it generated anoter month of charges. Today I was billed over $150 for package changes that included Vietnamese, Korean, and Brazilian channels. The packages were reverted but simply because of when this happened, my account was charged over $200 in total and over drawn my account which caused me to incur additional charges. They refuse to give any sort of refund. Their security is poor, they don't have standard password requirements so my password is weaker than normal. I have changed it several times, and I have been compromised before and had my plan changed. I'm being held fiscally responsible due to the timing of this and they lax security practices/
View full review
Loss:
$161
Pros:
  • Sign on deal for an apple tv
Cons:
  • Password requirements are non standard
  • Customer care
  • Refund policy
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

They owe me $416.10! I have been trying to resolve this to no avail.

Trial offer was part of a discounted bundle - never wanted the service in the first place and we did not use it. We canceled before trial period ended. Charges that I could not idedntify appeared on my account, I got my bank involved and discovered it was Directv Now. They claimed that I needed to cancel it again and committed to refunding $416.10.

I have not received a penny! I have used chat and talked to people who claimed return of funds in 7-14 days, then 30 days and finally 3-4 days on an expedieted schedule. Month in - no money.

Jack booted thugs with no oversight. Consumer protection is a joke and they know it!

Guest
reply icon Replying to comment of Guest-1718383

This company does not know customer service get ur CC and continues to charge no matter what ! Theifs

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Resolved
Lisa G Git

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Direct TV Now SUCKS

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Directv Now - Direct TV Now SUCKS
Updated by user Mar 21, 2019

Full refund!

Updated by user Mar 21, 2019

Ok, news flash- I got a full refund! I finally found the CHAT area of Direct TV Now and got a really patient representative.

It took over an hour of chatting and me being calm and persistent.

They only offered a month at first. But when I told them I had posted a bad...

Updated by user Mar 21, 2019

Tried once again to cancel my acc count on-line and got sent into an endless loop

Original review Mar 20, 2019
I have just checked my bank statements and Direct TV Now has been charging me $70 per month since June of 2018. When I try to get in contact with someone I am sent in an endless loop of no information. I cancelled this after the promo price of $38.80 for two months. But there is no way for me to prove it.
I was able to get the most four months refunded via my credit card company- but cannot for the life of me get into the account to cancel it or to demand a refund.
SCAM! Horrible customer service. NO customer service. Scads of complaints in online forums too.
I called Direct TV and they say you cannot talk to anyone- you have to do it online. Endless loop of frustration. Shame on you Direct TV Now!
Give me my money back that you stole from me!
View full review
Loss:
$420
Cons:
  • Constantly buffers and disconnects or blacked out
  • Communications
  • There is no one to contact
Reason of review:
Poor customer service

Preferred solution: Full refund

Lisa G Git

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Awful Company

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Updated by user Aug 28, 2019

Having gotten NOWHERE with three sets of online chats- I’ve lodged a written and formal complaint. Here is the link: https://www.att.com/esupport/article.html#!/att-tv/KM104****. I can’t let them get away with this and I will not drop it.

Original review Jul 29, 2019
This company deserves a class action suit. I have spent hours in the CHAT Room- the ONLY way to talk to anyone. And I don't believe that I ever got a real person. I had two lengthy Chats and both times they gave me a Confirmation # that I would receive my money back. And both times it never happened "within 5-10 business days." All three CHATS were ultimately fruitless and repetitive- and were from a script. They tease you with a refund then never give it to you "As our billing department decided you were not eligible as you did use the service."
View full review
Loss:
$543
Pros:
  • Get a full refund
  • Absolutely no pros
Cons:
  • All cons
  • Limited availability of customer service
  • Getting billed for a cancelled account 5 months
Reason of review:
Poor customer service

Preferred solution: Full refund

William K Afd

Service is not reliable and that is an understatement.

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Directv Now - Service is not reliable and that is an understatement.
Updated by user Feb 14, 2019

DirecTV responsed again teling me that they had resolved the issue on Wednesday however today (Thursday) the same issue that I cannot sign on without many attempts.

Original review Feb 13, 2019
Disgruntled loyal AT&T customer for over 50 YRs Has anyone had this experience: In the past 3 weeks I cannot sign on to DirecTV Now with a very challenging process that often takes 5-10 minutes, sometimes I actually have to give up and just watch Netflix, at least this always works. I get many error messages such as ""We hit a glitch. This content appears to have gone off the grid. Please try again". Hmm it is taking longer than we expected, please try again later" Based on my experience AT&T should be ashamed of themselves for selling a service that absolutely does not work. They expect us to pay for a service that generates more frustration than any TV service I have ever had. I am interested to hear from other subscribers to see how many customers have a similar experience. I have attached a photo of just 1 of the many error messages and a pasted a partial transcript of a chat from one of the techs below, how naive she is! Note her confidence. The reality the service has gotten worse in the past week. Today I could not sign on and just gave up. Chat transcript: Emily : I will master reset and hot fix on servers to your account to fix this completely. Emily : I will monitor your account for next one week to make sure this doesn't happen again. Emily : For all the inconvenience caused to you I'd like to offer you a discount of $5.00 off for the next 2 months, while we continue to improve the experience. Emily : Would you like to take advantage of this discount? Me : Of course, however I would prefer receiving more reliable service Emily : Sure, We don't want to see our customers upset and inconvenienced. Emily : We always strive to create a positive customer experience. Emily : For me your satisfaction matters the most. Emily : We will not let you down at any cost. Emily : You are my customer, you deserve best quality of service and customer service experience. Me : Now that I have vent e how can you help me receive a reliable service Emily : I will master reset and hot fix on servers to your account to fix this completely. Emily : I will monitor your account for next one week to make sure this doesn't happen again. Emily : We have real time tools to monitor and fix and every glitch on the account. Me : Great id that will fix my issues Emily : Yes, this will fix your complete issue also monitor the feed and update each and every server with latest version. Emily : Trust me, my name is Emily and my emp id is : XXXXX Emily : You can save my details with you. Emily : I may not see your smile directly, but I'm sure you will definitely remember my name and change your opinion when you get flawless service.
View full review
Loss:
$700
Cons:
  • Has not resolved my issues for past 5 months
  • Cannot sign on with many error messages
  • Unreliable service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

John H Wmg

Sound volume too loud on commercials

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Starting around April, Direct TV Now began inserting some AT&T-based advertising in between regular programming and original content commercials. These ads are run at a sound volume at least twice as loud as the adjacent original content, so the viewer has to constantly adjust the volume or live with ear-splitting noise whenever these ads come on. This is occurring on MSNBC, CNBC, and possibly other channels. The ads are extremely repetitive. I have been with this streaming service since it was first launched, but if this irritating feature isn't fixed soon, I am going to look for a new service provider. I can't find any customer service at AT&T to deal with this. The DTVNow experience has never been great but up til now it was tolerable for the cost.
View full review
Pros:
  • Ability to see tv on multiple devices
  • Variety of programing
Cons:
  • Constant problems
Reason of review:
Bad quality

Preferred solution: Technical fix needed at provider's source.

Nanci J
map-marker Clearwater, Florida

3rd channel loss since April 2019.

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First we lost NFL just before draft. Had to add Sling TV to get channel. Than lost NBC just before Marcy 4th July Special. NBC free down load but 24 hour delay for prime time shows. Now lost CBS so had add CBS all access for 5.99 month. One of reasons went with them was NFL, and local channels. Half now gone. Little faith get back CBS when encourage local tv station or all access. Good thing got package before price about doubled. Can see why losing customers with streaming problems but expect more . Best thing no loss of signal during rain. They are good about discount even if problem not fixed. Waiting get numeric channel line up back for about two months now.
View full review
Loss:
$6
Reason of review:
Problem with delivery

Preferred solution: Price reduction

Tim M Dwd

Not what i was told it was

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I have direct tv now for only two weeks. Lost signal six times within a week due to mild storms. Sales rep said this would not happen because more satellites are being used. Signal was the same as when I had it years ago. The majority of the channels are all movie channels. I can watch the same movie on six different channels. Also, the *** channels are between the sports and cartoon channels. The titles are explicit. I will be cancelling due to these reasons.
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Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Douglas B Tvz
map-marker Los Angeles, California

ZERO *** customer service

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Absolutely no option to speak to AN ACTUAL PERSON so that your issue can be explained correctly and resolved. *** chat option does nothing more than give vague answers, or in my case no answers at all for the issue I am having
View full review
Loss:
$100
Pros:
  • Chanel selection
Cons:
  • No ability to talk to an actual person for customer service
Reason of review:
Poor customer service

Preferred solution: The ability to talk to an actual person...I canceled service based on their *** customer service

Lisa G Git

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Lying Cheating Thieves

I signed up for the 30-day free trial of Direct TV in in April of 2018. I cancelled my subscription in July but never received a number or an email stating this to be so. And then I forgot about it. They are counting in this! While doing my taxes I noticed over $750 worth of charges on my statements. I chatted online ( the ONLY way to communicate with them) in April and spent one entire hour being led around by the nose where the rep purposely took forever to address my issues. Persisiting as "there is nothing worse than a woman scorned" I FINALLY received both a cancellation # and a refund confirmation # saying they would refund me the full $753.50. I never received this refund even though my online chat says that I would receive it in 5-10 business days. I went to my bank and they were able to refund me the charges from November 2018 to April of 2019. However due to the banks time limitation over $300 is still owed to me by Direct TV. Yesterday- I spent another hour 1/2 on a new chat and was told that their accounting department refused my refund as it was a "Bulk Refund" and I had used the service. I never used the service after July as that was when I cancelled it. I spent a long time with the supervisor "Paul" and refused to stop the chat until I received a phone #. He gave me AT&T's # and guess what- they cannot handle any complaints with Direct TV Now. This is horrible customer service! The internet show thousands of other good customers experiencing the very same problem. I think this should be a class action suit. It is robbery! DO NOT SIGN UP FOR DIRECT TV NOW EVER! If you need to speak to someone it is IMPOSSIBLE. *** enter a chat ask for a supervisor immediately. And then they LIE to you to get you off the chat. Promise you a refund, provide a conformation # and then hope that you will not call them on it. When you do they entirely waste you time. Then they lie more and give you a number that gets you no where. Who can we sue? I will continue to fight this- and will share any and all information to the public.
View full review
Loss:
$754
Reason of review:
Poor customer service

Preferred solution: Full refund

Allan S Tkg

The worst working streaming service.

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Have been with them for around 5 months. Started before they went with the new two tier service anyway. The program, App, software ((Why don't you programers/makers pick a name and stick to it.? Afraid we might learn something & diminish your income stream?)) by another name has never worked. I bought a new Samsung Smart TV to get the App. in the TV. It did not work then, it does not work after the new rollout & fix. But at least when the fix came I got sound on all channels, before it was only about half of them came with sound. I mention this because it comes & goes (the Sound) sometimes still. When I say it does not work, I mean it makes you sign in, sign out, reload, unload, start up, back up, & other futz around to get what you want on the tube. Generally if you started when the show was about to come on. The shows over by the time you get the channel to play. So if you REALLY want to watch a show you need to start an hour ahead of time to get a chance at it. You can get someone on the blower but it takes some skill. I'll give you a lead, their AI system is not to up on synonyms or homonyms. Pretty soon it will give up and sent you to a real person when it can't figure out what you are talking about. I do it to get my money's worth out of them. Sometimes it takes hours before it gives me a person. Or can start right up repeating I want to talk to human. It generally gets you one after two or three tries. But I'm still having issues watching on all my devices. Right now I can not get it to give me a picture on any of my computers. Thats 4 computers one HP, one Dell, both desktops. One Dell, one Acer, both laptops. It's working on my phone (has always worked best on the phone.) & on my Samaung TV. But the samsung app. has been for the lack of another word fit for mixed company, Clunkie. I could go on & on & on. Why Do I Stay You Might Ask?????? BECAUSE I HAVE NO OTHER CHOICES>>>>>>
View full review
Reason of review:
Bad quality

Preferred solution: Price reduction

Theophil Iqm

Refund

Directv Now - Refund
I was supposed to get a refund from DirecTV Now because someone that I don’t know opened this account. I am expecting a full refund for an entire year. This is my 4 time asking for a refund. I uploaded a screenshot on the last person that I talked to an my confirmation number. At this point, I’m going to have to report this matter to The Better Business Bureau of California. I will call back on Monday
View full review
Reason of review:
Problems with payment
Anonymous
map-marker Port Orchard, Washington

Bad service

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I need to talk to a live person , one that speaks clearly.
View full review
Reason of review:
keeps going out

Preferred solution: fix it

William Y Okr

Flakey

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Over and over the service has crashed.
View full review
Loss:
$5000
Pros:
  • Price and choice of channels ok if it would work
Cons:
  • Constantly buffers and disconnects or blacked out
  • There is no one to contact
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

GEORGE P Fzi
map-marker Casa Grande, Arizona

Changing credit card on prepay

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Went to AT&T store and they did it. But still don’t understand why my original signup for $35/month guaranteed for life in dec of 2016 has jumped to $40 and now to $50/mo. Also I get no mail of any kind. Do not know if I should keep the service. Would like someone to call me @303 638-****. George Peterson Thanks for this follow.
View full review
Reason of review:
Pricing issue

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