Cox Communications, Inc.

Revdex.com Case No. [redacted]

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May 6, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding her monthly rate for her Cox services.  Please let me begin with an apology for challenges that she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

The customer contacted Cox by phone on April 17, 2014 and spoke with our Retention Agent, Sharon, regarding her monthly rate.  Sharon worked with our customer and was able to add several discounts to the customer’s account to bring her to the budgeted amount she was seeking.
 

A six month discount has been added to the video services; expiring on October 16, 2014.  Additional 12 month discounts were added to the Internet and telephone services; expiring on April 16, 2015.  The customer’s monthly rate is currently at $148.59 with the aforementioned discounts applied.
 

We apologize if there was a miscommunication regarding her monthly rate previously and are happy that Sharon was able to provide her with these offers.  We hope to regain her confidence in our organization and look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center toll-free at ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case #[redacted] We were able to make contact with the account holder and want to thank you for bringing this to our attention.We would like to thank the Revdex.com for their time and consideration.  Jaimi / Executive ResolutionsOffice of the General ManagerCox...

Communications, Southwest RegionTell us why here...

Revdex.com rebuttal # [redacted]

We were sorry to hear that the customer was unhappy with our first response to her Revdex.com complaint. 

The customer acknowledged in her Revdex.com rebuttal that the late fee was removed automatically as a one-time courtesy.  Cox also removed the returned check fee, as well as the payment processing fees normally assessed for payments made over the phone, to ensure the customer was not penalized in any way.  Our on line payment system is working in the manner to which it was intended.

We apologize again that the customer experienced difficulty and confusion with her billing.  We are optimistic that her future encounters with our Customer Care Department will be positive and pleasant.  Thank you.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices

We have been playing telephone tag.
Unfortunately they don't have a number where I can reach them directly.That is one oversight I'd encourage Cox to correct.FYI, I have now cancelled my account with Cox and gone with their competitor, Zona Communications who are providing me exemplary service at a fraction of the cost of Cox.

November 19, 2015

Revdex.com rebuttal Hernandez--# [redacted]

We were sorry to hear that the customer was not satisfied

with our assistance.

We spoke with our Field Service Leadership on the customer’s

concerns and received confirmation that the customer has a bad line which is

causing the tiling issues.  The line

cannot be run by our company and will require an electrician to replace the

line.  The customer has been advised and

understands that the fault is not with our service, but with his own wiring.  We also confirmed that the other cable boxes

in the house that are not connected to this line are working flawlessly with

our service.  We have explained this to

the customer and he understands.

We hope this information has been helpful.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company.  Due to the concerns that she brought to your attention, we contacted the customer directly this morning.  While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience.  We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees.  In our message to the subscriber, we asked for clarification on her concerns.  Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer.   As always, we appreciate the opportunity your office has given to us.  Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]
We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
Upon receiving the complaint, we reviewed the call in question that occurred on 11/15/16 for coaching and feedback...

purposes. During the interaction, a new discounted rate of $37.79 was offered to the customer and mentioned several times throughout the call. The customer accepted the $37.79 rate and was advised a new balance of $37.19 after the discount was applied. Before ending the call, the customer inquired if said amount would be his new monthly rate in which the representative replied it would. Although we do not believe there was any intent to purposely deceive the customer, we have provided feedback to the appropriate leadership and applied a one-time adjustment of $7.20 to cover the $0.60 monthly difference over the 12 month promotional period.It 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 experienced.
Thank you for your time and consideration.
[redacted] W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. ...

Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.It 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 experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 19, 2016
 
Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet and email service.  Due to the concerns that the client brought to your attention, we reached out to the customer directly.
 
Thanks to a joint effort between us and the customer we have performed the necessary repairs to the customer’s services.  At this moment the customer is aware of the repairs made.  We will continue to work together with the customer towards a satisfactory resolution. The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona

July 25, 2016
 
...

Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet service.  Due to the concerns that the client brought to your attention, we engaged our field leadership to address the technical difficulties.
 
We are currently working on performing the necessary repairs to the customer’s services.  At this moment the customer is aware of the repairs being made and the time frame expected for this repairs to be completed.  We will continue to work together with the customer towards a satisfactory resolution. The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona

We sincerely regret to hear that the previous issues had returned. We have since worked with our IT department and with the customer directly to facilitate a resolution. On 8/25/15, we confirmed with the customer that their services have been corrected. We are confident that we have successfully addressed our customer's concerns resolved the issue. Should the customer have any issues with the Cox Online Backup service moving forward, they are more than welcome to contact us directly for any further assistance.  As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.   Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]
 

size="3"> It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.
 
We have verified with the Cox Retail Store Manager that the customer’s concerns regarding the equipment have been addressed and resolved as of June 2, 2016.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

June 22, 2015 Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer experienced on her billing.  After a thorough review of the account, we confirmed that the customer did pay for the modem for in question on a previous...

account.  Because the equipment was purchased, the charge has been removed from her bill. While we were unable to reach the customer directly, we did leave a detailed message and our contact information in case she had further concerns on this matter.  As always, we thank the Revdex.com for bringing the matter to our attention. [redacted]/Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file her concerns regarding her...

Internet service issues.  Please let me begin with an apology for any inconvenience she has experienced. We certainly do not want to cause any frustrations. 
Upon receipt of this complaint we attempted to contact our customer on May 26th, June 1st, June 3rd, June 6, June 7 and on June 8th.  After receiving a return call, we were able to speak to our customer on June 10th to discuss her concerns.  During our conversation with our customer, we attempted to schedule a service visit which our customer opted to decline followed by advising us she was considering options for another provider.  Our customer also advised us when the last technician visited her home on May 19, she was informed Cox was providing the appropriate signal and speed to her equipment.  While we truly wish to address our customer’s concerns further, without the ability to schedule a new repair appointment we will not be able to investigate her service issue concerns.  We welcome our customer to contact our 24/7 Technical Support Department at ###-###-#### at her convenience should she wish to schedule an appointment. 
 
It 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 experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.
 
 
Thanks.
 
[redacted] E.
Executive Resolution Specialist
SWR Executive Escalations

January 28, 2015

 

Revdex.com complaint Richard Friend -# [redacted]

 

We were disappointed to hear of the situation that our customer experienced with our Customer Service Department.  As a service oriented company, we realize that feedback from our customers on “how we are doing” is very important to our company.  This information helps us understand where our focus needs to be for a better customer experience.

 

The concerns that the customer brought to your attention have been forwarded to the appropriate leadership team for further review and follow up.  We have also reached out to the customer directly to offer further assistance with this situation, if needed.  Thank you for bringing this opportunity to our attention.

 

[redacted]/Cox Communications Executive Offices/ Arizona

April 26, 2016—Revdex.com complaint # [redacted] account

size="3">We were sorry to hear of the concerns that the subscriber brought to the attention of the Revdex.com.  Due to the service issues that the client described, we contacted our Field and Network Leadership for assistance.  We also have reached out directly to the customer and offered assistance in resolution to the matter at hand.
We hope this information has been helpful to your office.  Thank you for the opportunity to assist a valued customer.
Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com Complaint – No. [redacted] – Ms. [redacted]

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July 3, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the removal of the Cox pedestal located in the Utility Easement in front of her property.  Please let me begin with an apology for the problems she has encountered while attempting to receive the information she required regarding her dispute.  We take great pride on providing top-notch customer service to our customers and we are sorry that our customer feels that we fell short of that mark.  It is my hope that this information will provide her with the facts that she is seeking.

 

The consumer’s request was received and investigated by Cox in March of 2014.  We provided her with our denial of repair on March 19, 2014. 

Cox confirmed that the pedestal was installed in the Utility Easement within the right of way in front of the customer’s residence prior to the addition of the concrete slabs that connect the driveway.  The concrete was installed by the homeowner and is not in accordance with the [redacted] law “Utility Easement Rights.” They failed to allow a three-foot radius around the utility pedestal. 

Due to the concrete slab installed so close to the Cox pedestal, the field technicians were unable to perform necessary maintenance.  Therefore, Cox had no choice but to relocate the pedestal.  The pedestal was removed vertically by hand and in no way caused damage to the consumer’s property.  It was confirmed by photographic evidence dating back to April 2011 that the cracks in the concrete slab in front of the home existed prior to Cox removing the pedestal. 

Another issue that is also important to note is the concrete that was installed by the homeowner is very thin and is not within [redacted] building code standard for minimum concrete thickness.

In the [redacted] area alone, the Cox team maintains more than 400,000 pedestals valley wide and exercises great care and safety when working in the utility easement right of way.  It is our hope that the information we have provided will assist in the resolution of her dispute. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case No. [redacted] – Ms. [redacted]

class="MsoNormal">May 30, 2014

We would like to thank the consumer for taking the time to file her concerns regarding her bundled rate and her Price Lock Guarantee (PLG) for her Cox services.  Please let me begin with an apology for challenges that she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.

  

Research of her account confirms that the customer set up service online with a three product bundle with Cox to be installed on October 6, 2013.  In order to receive reduced monthly charges and to lock in her prices for 2 years, she agreed to a 24-month Price Lock Guarantee (PLG) promotional offer which carries a $240 prorated early termination fee. The PLG guarantees that Cox will not raise the customer’s rates on the following services during the 24-month term:

Ø  TV starter package                                   

Ø  Expanded Video Service                                    �...⇄ />
Ø  Advanced TV (2)

Ø  [redacted]

Ø  Record 6 DVR Service                

Ø  HD Receiver (1)

Ø  Record 6 DVR Receiver (1)

Ø  Cox High Speed Internet Preferred

Ø  Cox Digital Telephone

Ø  Telephone Essential Feature Pack

In addition, Cox extends a promotional credit of $56.98 per month for the full 24 months of the PLG. 

When Cox services are ordered online, there are two links on the screen directing the customer to view the offer and pricing details, as well as the terms of the offer under the captions, “View Pricing Details,” and “Offer Details and Terms.” An electronic copy of the contract is available online 24/7 at [redacted] and a copy is also included in the customer’s first billing statement.

On page one of the customer’s October 7, 2013 billing statement, the following notice was prominently displayed: 

“IMPORTANT NOTICE! Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill.”

  

The terms and agreements of the PLG were also clearly printed on page 7 and 8 of the October 7, 2013 billing statement. 

The customer is receiving an incredible discount on their monthly services for agreeing to the bundled package and the PLG.  If she should choose to disconnect any of the services in the bundle, she will lose the PLG, the $56.98 discount, and the discounted rates.  The ETF is prorated $10 per month and dependent upon the date of the disconnect it would prorate to the amount due, i.e. seven months through May 2014 would result in a $170 ETF.

We apologize for any misunderstanding that she has had and hope to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

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 Business failed to indiecate I called them and spoke with the loyalty department a few times to try to resolve this. I didn't Immediately to the Revdex.com. I want my bill back down to $150 a month as I was guaranteed. Thank you.

Regards,

September 9, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

We were sorry to hear of the delay and confusion that a new customer recently experience with our company.

We were able to directly contact this customer and resolve the issues that she brought to the attention of the Revdex.com.  The service was activated and the customer has been appropriately credited for the time that she was without service. 

We appreciate the opportunity that the Revdex.com and the customer have given us, and thank the customer for her patience while we worked to investigate and resolve the problem at hand.  Thank you.

[redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona