Cox Business

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below again, I repeat the last time calls were blocked, they were blocked by a COX service robo message asking the caller for a box number, when it suppose to allow the caller throughThe problem remains and it is COXI gave the info you claim to the ones with troubleBut the bigger issue is the ones who woud not go to great lengths to get a ho,d of meThis is blocking the baility to judge lost cold calls Regards, [redacted]

Dear Mrand Mrs [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com I have shared your concerns with our Cox Business Manager, [redacted] and he will be contacting you within the next (two) business days to discuss the Cox business contracts I am confident that [redacted] will meet or exceed your expectations Again, thank you for choosing Cox and we look forward to addressing your concerns as soon as possible Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Mrs. [redacted] , I have forwarded your message to our business sales member [redacted] whom has left you a message to return her call. I am confident that Ms. [redacted] will be able to assist you with your Cox business account. Respectfully, [redacted] Executive Office of... the Regional Manager Cox Communications, California ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In speaking with the owners of the company, the amount of $is being rejectedWe have a month publication/advertising campaign starting up the first week of February and the fact that our number was not operational - it is felt that the advertising for that month was a waste of moneyThe February cost of that ad is $1,- this does not even include my [redacted] for troubleshooting this for daysI have attached the ad in question as support to our requested amount Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Cox Business refuses to cancel my service, indicating that I signed up for a service contract I however did not sign any documentsCox business claims that it will not cancel my service without service fees My business has gone out of business, and cox wants to continue charging for services that I will not be using This should not be legal even if in a contract, it does not help the economy of small businesses trying to grow or those that close Additionally, cox business charge a $shut off fee without even notifying me that I was behind on my payment because my credit card was expired This disconnection was done remotely and I didn't even receive a notification via regular mail The company is seemingly charging for a remote disconnection? and making it easy for themselves to earn extra money for remote disconnections

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have provided a copy of my April bank statement to Cox Communications via both email and fax. I am waiting for a follow up. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The description of the service outage described was correct, which was due to Cox's errorIn short we were rendered without service where we were forced to shut down our business with no internet or telephone communicationsWhile this issue was resolved and handled by our Cox representative, this Revdex.com letter is actually in reference to a series of events that followed the outage described aboveIt is in relation to a series of cases, following a move from our office suite at [redacted] to [redacted] *** There should be an account of these IT support and sales support calls and emails which we have outlined below: Following a planned transition of service where a technician physically moved our phone and internet lines, we experienced a series of outages that were not explained, supported, or restored for more than 3-consecutive days over a week period There are multiple cases on record where [redacted] or [redacted] called technical support with outages related to our forwarded phone numbers, including ###-###-#### and our automated touchtone virtual assistant for ###-###-#### There is also a lengthy email chain between myself and our sales representative explaining the outages and his attempts as an account manager to keep us happyWe do want it on record that the account representative did an exceptional job under the circumstances to try and align resources in the form of on-site technical assistance and phone supportHowever with the escalation, after our system was operational, for what ever reason, internal Cox processes that we still do not quite understand rendered account and system changes without our approval that disabled forwarding of our (858) phone numbers and reset our number's automated assistant feature rendering customers unable to reach our companies sales and support teams or direct sales and management Ultimately when we escalated the issue with our account rep, we demonstrated that Cox was unable to resolve issues and restore our system to its original state prior to the original outage in April Telephone forwarding for our (858) numbers Our automated touchtone assistant linked to our number As such, while it may have appeared through investigation that there was no outage of local phone lines which is true, the scope of the bundled service as a complete system includes an number and forwarded numbers which were bundled in a way that was sold as a complete systemCox technical support reps were unable to adequately support the system that was sold to us With disruption to this system multiple times times over a month period due solely to internal Cox processes it rendered Centigon Solutions, as a small software company, completely un-available to customers forcing us to scramble to use cell phones and other VOIP tools to receive inbound telephone calls This outage rendered our customers unable to reach our business for an accounted days and caused significant financial harm to our businessWe are happy to provide emails from customers who hold us accountable for our service level agreements to for support who were unable to reach us by phone during these outages As such, we were forced to quickly make an un-planned move to an alternative vendor at our cost Cox immediately made attempts to request cancellation fees unless we agreed to continue the phone service for the life of the contract, which is our current statusWe over $130/month for phone service we can not use Furthermore, the telephone phone numbers assigned by Cox were also continuously ringing with inbound bill collectors from previous owners of the phone numbersThis is also on our account as we were forced to request new phone numbers from Cox on multiple occasions The contract mentioned provides no protections to customers for telephone outrages related to virtual services and bundling provided by Cox Our case with Revdex.com was opened to put on record and warn other small business owners that Cox iron clad, multi-year contracts do not provide protection to customers, specifically small businesses like us where we can understand the risks of having these bundled services In this case Cox has preyed on Centigon as a small business by even attempting to automatically bill us for the lump sum of our remaining contract if we requested to no longer have the cox phone service on-premise because we are not usingInstead it was recommended that we need to pay for the service for the life of the contract, which we have no choice to doA reasonable effort was made by Cox to rectify the issue as indicated by our support but our problem is that effort was expended times and the reliability and confidence in Cox diminished 100% where our CFO determined it is a high risk using Cox telephone services We are happy to provide email chains between Cox and Centigon representatives further explaining the disaffection, along with formal customer complaints from our customers who were unable to reach our phone system As such our desired result our us either amending our contract to credit back the cost of our monthly phone service monthly, Cox amending our contract to no longer include phone service as a part of our contract, or Centigon agreeing to a new year contract for internet serviceI also wanted it on record that we did escalate our situation to [redacted] ***, VP of Customer Care at Cox who was nice enough to respond quickly but unfortunately also resulted in now follow up or accountability Other [redacted] we will continue to push our case with other consumer advocacy groups, as we believe fundamentally as small business owners that we have been taken advantage of Regards, [redacted] ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Due to Cox's admitted errors - they should be PAYING us for loss of service and my [redacted] for working daily non-stop between Cox and ** to restore serviceThe "option" to cancel our service (which was never activated) without penalty does not cost Cox anything nor does it back up their apology Regards, [redacted]

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your business needs We are in receipt of your complaint letter filed through the Revdex.com in regards to the incorrect rates billed to your account Our records show that on September 11, the service rates were corrected on your account We are in the process of making the necessary adjustments in order to cover the over-billing that has been done since install In the meantime, we have issued a one month service credit to your account in the amount of $2, This adjustment will reflect on your next billing statement Again Mr [redacted] , we apologize for the delay in resolving your billing concern You may contact me directly with any additional questions regarding your Cox account My office hours are 7:30amt to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

Our office opened an account with Cox Communication in at a small office at Von Karmen, Suite Irvine, CA The office expanded and we moved to a larger office on Exchange, Suite 150, Irvine The account manager assigned to us was [redacted] During our transition to the new office our main point of contact at the time [redacted] Lewis arranged for the move and transfer of services to take place the week of Feb 1st Summit opened its new doors mid Feb A new account was created and new billing was setMoving forward to Nov my accounting department had me ok invoices from COX Communication and I found out that we had been being charged not only for our current address but also for the old Von Karmen address at almost $for over monthsWhen I got in contact with customer service they sent me back to [redacted] our account managerIt took him over a month to contact us backAnd when he did, he stated Summit was at fault for not signing

Dear Ms***, Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your monthly rate I have reviewed your account and have determined the following: You state in your complaint letter that in February you were quoted a monthly rate of $for 12-months Our records show that you are currently being billed $which is a difference of $ Since Cox is unable to reduce your monthly rate to $133.53, we have issued a lump sum credit of $to your account ($x 12months = $78.36) Please accept our apologies for the frustration this has caused you I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Ms [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent account transfer I have conducted a thorough review of your account and have determined the following: Our records show that on December 4, 2014, you transferred your services to your new residence Prior to the service transfer, you were taking advantage of a 6-month promotion that provided you with Economy TV and Essential internet for $(not including taxes and fees) per month There was an error made in processing your transfer order As a result of the error, the last 2-months of your promotional rate was canceled On January 26, 2015, Cox issued a credit to your account in the amount of $ This is the difference in what you are being billed now and your previous promotional rate Additional credits of $were applied towards your installation charge Ms [redacted] , please accept our apologies for the error that caused you to contact the Revdex.com I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear *** ***,
Thank you for allowing Cox
Business the opportunity to serve your business needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your Cox account. Upon receipt of your complaint, I forwarded your concerns to one of our business managers and requested that you be contacted immediately
I received notice today that your office was contacted and your request to modify service has been completed
Please accept our apologies for the delay in processing your request. Your experience has been shared within the Cox Business organization to ensure that we are responding to all customer requests within a timely manner
Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

This company is awful I am a new business customer and I have had nothing but problems with this company Very deceptive practices and they don't care I wish I had done more research and had read some of the reviews before I signed a year agreement Look for very high fees that are not disclosed Don't get fooled like I did

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your interaction with our customer service team
I would like to extend an
apology to you on behalf of Cox in regards to the experience you have outlined in your complaint letter. This is not the level of customer service we have built our reputation on and are disheartened to learn that we have failed you
We are having difficulty locating your Cox account with the information that you have provided. In order for us to identify who this representative is, we would need to review your account. At your convenience, can you please contact me directly so that I may obtain this information from you?
Again, we apologize for your experience and thank you for taking the time to provide us your feedback. I can be reached directly, Monday through Friday at ###-###-####
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California

Dear Mr***,
Thank you for allowing Cox the
opportunity to provide you with your business services. We are in receipt of your complaint letter filed with the Revdex.com outlining your experience with your Cox business contract
After receiving the attached Revdex.com complaint, we contacted you on August 5, to advise you we were reviewing your contract and would contact you directly with options.
Our contract administrator left you a message on August 12, and we have yet to receive a return call from you. At your convenience, please return the call to our contract administrator so that we can resolve your billing/contract concerns
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Earlier this year I signed up for business class internet through Cox for an office that I rentThe nature of my business is music instruction, and so I explained that the internet would not be for business use but rather for my personal downtimeStill, I was forced to sign up for their business class internet at roughly twice the priceI signed a three year contract with Cox for internet service
The office that I now rent has an adjacent room that is intended to be for residential living, with full, bath, closets, etcI plan to move from my current home to this location, and would like to reclassify this business class internet as residential due to the unnecessarily high cost and intended usageTo be clear, I am not asking to be let out of my contract - I simply want my services reclassified to the more accurate usage scenario that I have always needed them for - personal, home internet
I spoke to *** at Cox on June 23rd at 1:30pm and was told that because the entire ar

Dear Mr***, Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com. Let me begin by thanking you for allowing us the opportunity to serve youWe regret to hear of any inconvenience that you have experienced with our companyIt is certainly not our intention to cause any frustrationWe thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customersOur records reflect you signed a 3-year contract for the IP Centrex phone service that was installed in August Since the service was installed there have been a total of three trouble tickets logged for the phone service issues reported by your companyThe first two were within the first month of service and the last was recently logged in JanuaryCox has responded and resolved all trouble ticketsAll other calls into Cox were resolved by educating on how to use the phone features such as voicemail and call forwardingUpon receipt of your initial complaint, Cox has responded and will proceed with disconnecting the services you have requestedPer our policy, Customer may terminate any Service before the end of the Term, however, if Customer terminates any such Service before the end of the Term, Customer will be obligated to pay Cox a termination fee equal to the nonrecurring charges (if unpaid) and One Hundred Percent (100%) of the monthly recurring charges for the terminated Service(s) multiplied by the number of full months remaining in the Term. Here at Cox, we review all complaints on a case by case basis when determining the resolutionUpon review by Management, Cox has agreed to waive the early termination fee as a one-time courtesyIt is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experiencedThank you

Mr***,
Thank you for this additional information. At this time, Cox would like to reiterate our position in regards to the early termination fees that will apply if the contract term is not fulfilled
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####