Cox Communications, Inc.

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...

resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 12, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer is having difficulty receiving his refund. Due to the circumstances, we contacted the customer directly to discuss his concerns.  We requested our Accounting Department...

to process the check and send to the customer as soon as possible.   The customer has our direct contact information if he has further questions regarding this matter.   As always, we appreciate the opportunity to assist our customer! [redacted]/Cox Communications Executive Offices/ [redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.

Regards,

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the [redacted] regarding her billing.Upon receipt of this complaint we performed a complete review of our customer’s account.  We...

found our customer set up automatic payments which are set up when the bill prints.  Cox charges for services currently used and if paid on the due date the customer pre-pays approximately 10 days of service.  Charges are stopped the day disconnect is requested and reversal of any billed but unused days is given.On 9/15/14 a bill for 9/14 – 10/13 printed and was due on 10/4/14.  The automatic payment set up paid this and Cox received the payment on 10/4/14.10/14/14 customer contacted Cox Communications to cancel service.10/16/14 a bill for 10/14 – 11/13/14 printed and was due 11/3/14.  Easy Pay was not set up for this bill and a payment was not received on 11/3/14.  Charges for 10/14/14 – 11/13/14 reversed because service was dis connected.11/21/14 Cox received a CC dispute for the 10/4/14 payment which was for the 9/15 – 10/13/14 services.  Cox returned the payment to the Credit Card.  12/29/14 Cox Executive office spoke with our customer about her billing and which service cycle was included in the 10/4/14 payment.  We want the customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at ###-###-####.  Thank you.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices/Arizona

I find it disturbing that Cox writes of "transparency" while their website still states only that a DOCSIS 3.0 modem is required (which I have), no mention of 8x4 (see attached) and their site reported during my upgrade that my existing modem was sufficient. It seems their goal is still to sell the upgrade THEN deliver the bad news (and underperformance). I would appreciate their paying for the modem upgrade they're now telling me (and still not telling other customers) is required.

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.

My bill did not say **Auto Payment On Your Due Date – Do Not Send Payment**.” How could it say that on my January bill when I just signed up for auto billing on 2/3/2014? I just received my bill yesterday and it still does not say **Auto Payment On Your Due Date – Do Not Send Payment**.” They charged me $25.00 for a returned check fee and $8.00 for late payment fee. I payed my bill in full on2/3/2014. It was not late and there was no check to return as I paid it on line with my debt card. I need the $25.00 and $8.00 removed from my bill.

Regards,

We would like to thank the customer for taking the time to file their concerns regarding their account.  Please let me begin with an apology for any...

inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
Regarding the customer’s concerns with their account, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful on all attempts. We have also submitted a letter to our customer's home with our contact information. Should the customer contact us we will be happy to address their concerns with their account.
 
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. George Executive Resolutions Cox Communications

In January 2015, I happily dumped Verizon FIOS for Cox after speaking to a Cox representative who was walking house-to-house though my neighborhood. Part of the package was a $200 VISA card, which I would qualify for after 90 days. Well, 90 days passed, and I did not receive an email or snail mail with information about my VISA card. I contacted the customer service rep who sold me the service (who has always been helpful) and he said he ensured I would be sent an email verification for the VISA card. Still...I never received anything.

Then after several calls direct to Cox, I finally was told that my order was in process, and it will take 6-8 weeks (which puts us into August/September).

To make matters more ridiculous, my wife and I now see Cox ads on TV offering $300 gift cards! One would think that we would be offered the $300 VISA card just for the lack of follow-through on the part of Cox, but no dice. Interestingly, there is no "customer complaint" portal on the Cox website.

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

[redacted] Case #[redacted]

face="Calibri"> 

We are sorry to hear there were issues with the customer’s billing and payments. We have spoken to the customer to clarify the impact of the unauthorized payment and have resolved the issue with a credit to the Cox account.
 

Thank you for your time and consideration.
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

April 18, 2016—Revdex.com rebuttal-N[redacted]
 
We were sorry to hear that the customer was unhappy with our response to your company.  Because our investigation results have not changed, we have no support for credit to the account.
 
As we stated in our first response:

As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”
Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company.
 
We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016.  The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service.  Due to this fact, the ETF (Early Termination Fee) is valid.  Service credits cannot be justified as we were not able to very that we provided the customer with substandard service.  We hope this additional information has been helpful towards closure of this Revdex.com complaint.
 
Catherine/Office of the General Manager/Cox Communications Arizona

August 27, 2014 [redacted] Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file her concerns regarding her phone and alarm services.  Please let me begin with an apology for any inconvenience she...

experienced.  We certainly do not want to cause her any frustrations. The customer called on April 30, 2014 to report that she had no dial tone.  The technical support agent had her plug the phone directly into the modem and when she did, dial tone was restored.  The customer however still wanted a technician to come to her home.  On May 1 the technician determined that the customer’ phone was not plugged into the modem and since this problem was not caused by the company’s signal delivery the customer was charged for the service call. The customer called on August 22 to report that she had a technician from [redacted] out and he fixed the phone and alarm issue and requested that the company credit her account for the time the phone didn’t work (12-months) and for the [redacted] bill.  The customer was informed that the only report of a problem with the phone service was on April 30 and our records indicate that the issue was fixed.  Since there is no prior reports of having any phone issues the company ws not able to issue any past credits.  However, the $105.00 the customer was charged by [redacted] Service was credited to her account. 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 ###-###-####. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

May 28, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file his concerns regarding the performance of his internet service.  Please let me begin with an apology for any inconvenience he...

experienced.  We certainly do not want to cause him any frustrations. The customer called the company on May 13, 2014 to inform us that his internet connection was dropping.  The company is able to monitor and look at the signal as it goes into the home and to the modem.  The signal was very good and no visible issues were detected.  The customer has been using the same Docsis 2 modem since 2007.  Since then the company has increased its internet speeds several times.  To enjoy a stable internet connection the customer would need to swap his current modem for a Docsis 3 modem.  This could be the cause of the problem.   The customer called on May 19 regarding the same issue.  Once again the signal was determined to be free of any issues and the customer’s internet connection was functioning properly with 50 packets sent and 50 packets received with a time of 8.10ms. The customer was installed on April 21, 2007 and has not had a service call scheduled.  If the customer is still experiencing this issue he should call and ask for a technician be sent to his home.  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 ###-###-####. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.

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We have contacted the customer directly to address their concerns and are working towards a providing a 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 Resolutions
Office of the General Manager
Cox Communications, Southwest Region

I have been a customer of Cox Communications for many years. After meeting with several other residential security providers, I decided to move forward with Cox Home Life as our security provider. Cox Home Life was by far not the cheapest solution for my family, but I felt the most comfortable moving forward with this. On Cyber Monday, I decided to call my sales rep and move forward with installation. After a week of back and forth between the rep, myself, and his sales manager, we agreed on terms and were to proceed this morning. I was told to block an entire day, as this was an 8-10 hour job. I cleared my schedule and made arrangements to be home. When the installation tech arrived this morning (on time and professional), he asked for a walk through of the project. Immediately, he advised there was a problem and that without purchasing additional equipment, my job could not be completed. The upselling didn't stop at the panel upgrade, it also moved towards additional sensors for doors and windows (previously agreed to these additional units with sales rep), and finally, he even wanted to charge me to replace batteries in my existing equipment. I told him this is bait and switch and that I wanted to speak with his supervisor. He tried for an hour to reach my sales rep, a supervisor/manager, anyone that could help....no one was available. I got on the phone and called the call center. The rep I got said that no supervisor or manager would be available until noon (it was 9a) and that he is sorry, but could not help me. I find it hard to believe that no one is available that can make a decision to save a customer.....something is off here. The tech even advised me it would be cheaper to take advantage of a brand new system (instead of a hybrid takeover plus new equipment), we did the math, it was $250+ cheaper that way sure enough. I told him to go ahead and go that route, but he said he was unable to move forward until he gets authorization from my sales rep who is unavailable right now. It is clear to me that Cox Home Life did not want my business, I told tech we are no longer interested and to cancel my agreement. Now that I know what kind of business I have been dealing with all of these years, I am in the market to switch all of my Cox Communication services to their competitors. This was a very disappointing experience, I highly recommend staying with the security professionals out there and not use a cable company for your security provider. The fact that I was unable to get anyone on the phone at 9am tells me they are not vested in keeping their customers happy, nor retaining their business.....what a shame.

I appreciate the fact that Cox is going to review the tape of January 13th at 3:30 Arizona time. I will await their review and then maybe they will finally honor their agreement since they not only offered the rate of $150.29 but I accepted the rate for the remaining year of my contract on that call. Not only have they wasted a good deal of my time but also their staff regarding this issue.

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.

All the issues were not addressed and some of the credits they provided should never been assessed in the first place.  
1)     

Each time I called I also asked for the name of

the CEO and address but no one was able to give me that information.  I would still that information.  And why is it no one there knows who they

work for?

2)     

As I told the retention person, I did not make

the mistake so I feel they should honor the amount I was quoted.  At least for the month after they changed the

account to my name and explain why they made the mistake.

3)     

I would also like for them to notify their CEO of

this issue and have him respond as to how the 15 or so employees I had to deal

with to get this resolved have been trained.

4)     

I would like him to address why when given a

quote it was not honored and knowing the multitude of problems with my account

no one picked up the phone or sent me a letter explaining why I had to pay more

than I was quoted.

I support a regional director of an insurance company.  When someone calls and asks for the name and

address of our CEO (located in another state) I give them the information and

then get some information as well… name, phone number, complaint.  I do this so I can contact the CEO’s office

and alert them of the complaint.  We

often avoid the situation you find yourself in because we take a proactive

approach.  Not give lip service and bury

the issues.  I also have worked in

customer service for over 25 years.  I

was at a Master level which meant I was only recorded once every six months and

had a error rate of less than 1%.  So as

you can see I do know what I am talking about.  

Please see my attached document.

Regards,

I moved to Phoenix and signed up for Cox internet. They gave a promotional price of $34 and after the promo my payment was going to under $50 per month. Four month go by and Cox is knocking at my front door. They asked me to cancel my account and sign up for a new account under my middle name. Kind of shady. I seriously questioned if this was a scam or not. They offered the same rate & service but gave me an additional 12 months at the same promo rate (34). I made 100% sure that I was not going to have more than $50 a month if I switched.
I switched.The promotion ends and I get my new statement, it's $120 dollars. I paid it, the next bill is $74. I call cox and they don't care. The offered me a new promotion with same service but it's now $65 per month. My internet only bill is too high, $50 is what I agreed to pay. A dishonest employee came to my house and knocked on my door, invaded my personal space and essentially robbed me.
I'm disgusted and feel completely violated. To think this company is ruining around town, going door-to-door and asking people to do dishonest things and them burn them is down right disgraceful and should be prohibited my law. DON'T open your door if it Cox, they have nothing but bad intentions and will take advantage of you. Look out!