Cox Communications, Inc.

It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with their services.  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

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 are working on 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.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 7, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding the level of service needed for various channels.   Please let me begin with an...

apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

When the customer called to order service she was in contact with a third party vendor called Go To Broadband (GTB).  The GTB agent processed the order with TV Economy and the Essential tier of internet service.  The installation was scheduled for February 23.  The technician activated the TV Economy and connected an HD receiver.  The customer called the next day to inform the company that she wasn’t receiving several of the channels she had requested.  The company’s agent explained that the customer would need to add the Essential tier in order to receive the other channels.  The Essential tier comes with an additional monthly charge.  On February 25 a technician was sent out to activate the Essential tier and swap the receiver that was originally installed with another HD/DVR receiver.

 

I understand that the customer would like to receive a lower monthly rate for her services, however, the customer is receiving a $35.99 monthly discount on her services.  That is the deepest discount we can offer her.  As a gesture of goodwill, a one month credit has been applied to her video service. 

 

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.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

February 26, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his billing concerns.  We enjoy hearing from our valued customers but regret to learn that Mr. [redacted] has disconnected his account services with us.

We did not have the billing address as the P.O. Box number the customer preferred.  As a result the statement was sent to the service address by default.  We apologize for this confusion and show that the correct billing address was added to the account on January 20th.  We understand that this miscommunication would have prevented the customer from remitting a timely payment and would have reversed any late fees assessed to the account.  We are sorry that we were not given that opportunity prior to the customer disconnecting his account.

We will review the call the customer had with the representative that set up his account and provide appropriate corrective coaching due to the failure to update the billing address. 

We thank the Revdex.com and the customer for the opportunity to respond.  We are sorry that we were unable to amicably resolve this matter before losing the honor of the customer’s business. Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

[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,

We have reached out to our customer in response to their rebuttal. The customer has informed us that he has decided to discontinue his services with Cox Communications. While we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so.  Should the customer change their mind in the future, we are always open to have them as a Cox customer again. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear that our marketing material has impacted our former customer negatively. Please allow us to apologize for any inconvenience this situation may have caused. Upon receiving this complaint, we were able to speak to Mr. [redacted] on 4/9/15 to address his concerns. During our...

conversation, we assured our customer we have updated his address to stop further calls and mailings from Cox Communications. We did also make our customer aware that this may take up to 60 days to take effect. We appreciate Mr. [redacted] patience and understanding. Thank you. [redacted]Executive EscalationsCox Communications

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.I will have my assistant to call business with in this week or early next week. We have been so very busy for so many things. 

Regards,

Negotiated a reduced rate but the package was downgraded without notification. They made me believe that I was getting the same services for a reduced rate. False representation of services. Cox Communications would not honor the services at the price negotiated even after the misrepresentation was brought to the attention of customer service and management. When I tried to cancel I was disconnected 5 times and spent 90 minutes in hold.

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.Cox called me to schedule services that will result in me being charged. I find it very unethical that I have to pay even more money to fix the services that are already not working correctly. This issue is of no fault of my own so it is not fair I be punished for an issue on their end.

Regards,

November 3, 2014

Complaint ID # [redacted]

We are sorry to hear of the customer’s concerns regarding his cable service.  We want to provide an outstanding video experience and regret that the customer did not receive such.

On October 20th the customer’s...

account was credited for the $60.00 service call fee.  One month’s credit has been applied to the customer’s account for the cable portion of their services and will be reflected on their next month’s bill.

We thank the [redacted] and the customer for their time and consideration. 

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

June 19, 2014

Revdex.com – Complaint ID [redacted] – [redacted] - REBUTTAL

This is in response to the rebuttal that our customer submitted regarding the response that we provided on her complaint.  We want to acknowledge that we are fully aware that our customer had several conversations with our Customer Loyalty Team regarding the pricing change that occurred on her account.   We are also providing a copy of her May 20, 2013 statement which identified that the video portion of her services had promotions included in the pricing.

A decision has been made to provide the customer with a $17.00 manual credit for the price change that occurred on her video service taking it from a 40% discount to a 20% discount.  This manual credit will be applied for the life of the Price Lock Guarantee that ends on 4-18-15.  A lump sum credit in the amount of $34.00 has been applied for the April and May statements. 

We are providing the following details regarding changes that will occur in December 2014:

12-04-13 – Customer received a 3 Premium channel discount rate of $18.00 which is in effect until 12-03-14.  Customer has the option to remove the premium channels at that time.

12-04-13 – Customer contacted us once again seeking an additional discount for her service.  A $10.00 discount was applied to her Internet service.  This discount is in effect through 12-03-14.  There is nothing currently available to extend this credit.

Total price increase at that time will be $28.00 per month.

Again, we want our customer to know that we have appreciated her patronage and hope to continue our relationship.  If she has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].     

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

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.

 

Regards,

No one from Cox Comm has tried to contact me. I have caller ID on my phone. There shouldn't be any discussion about my bill. There is no misunderstanding on my part. I know what I was told by [redacted]. Price-lock means just that. I expect to pay $168.30 for 12 months like I was told & that would have been good until Dec 2014. I'm not calling to discuss this. I've tried & it's not to my satisfaction. It's very frustrating for me. I want this resolved.

April 9, 2014

Revdex.com rebuttal # [redacted]

We were sorry to hear that the customer was not satisfied with the information provided in our first response to the Revdex.com.

In the rebuttal statement, the customer states that no one from our company attempted to reach her by phone.  Our records confirm that four attempts were recorded in an effort to reach the customer.  The phone number that we attempted to speak to the subscriber was the only number listed on the Revdex.com complaint.  We were unable to reach the subscriber, or leave a message.  Our Sales Agent [redacted] advised that the phone answered as a fax line on two of the occasions that we tried to reach her.  

The customer also states that she will not call us to discuss her rate or options for service.  We would like to point out to the Revdex.com that without proper authorization, we cannot make changes to any customer account.  We recognize and appreciate the opportunity that the customer has given the Revdex.com to notify our company of her dissatisfaction, and hope that the subscriber will reconsider and contact us in hopes of allowing us to review her account and find a package that works for her.   Thank you.

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

January 3, 2014

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Revdex.com Complaint - #[redacted] – [redacted]
 

We would like to thank our customer for letting us know of the poor customer experience that he encountered regarding a recent change in service.  An attempt was made today to reach our customer to discuss this matter in more detail.  We wanted to thank him for his patience over the past few weeks as we worked toward obtaining a resolution to his concerns.  We apologize for what transpired during his conversation with one of our sales representatives.  Whenever our customers feel that our service falls short of what they expected, we need to know.
 

It was truly upsetting to receive this complaint which detailed so many shortcomings to his expectations.  We take pride in building relationships with our customers, and we train all of our representatives to take the necessary steps to foster these relationships.  It appears that we have fallen short at every turn.
 

We have reviewed the changes that were made to the account and believe that it was the intent to reduce our customer’s rate.  Unfortunately, the representative did not recognize how the services were originally tied together with specific discounts which fell off of the account when the other changes were made.   
 

We are working toward having these corrections in place no later than 1-10-14, but are still awaiting confirmation from our IT Team that this can be accomplished.  We want our customer to know that we truly appreciate him and his loyalty.  We sincerely regret that he had to encounter these difficulties, and hope that over time we will be able to regain his confidence in our organization.  Thank you.
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

I have attempted to contact George at the number he provided 4 times now, and never received a return call (despite the voice recording stating that a return call will be given within 24 hours).

We would like to thank the customer for taking the time to file her concerns regarding her account billing and recent...

experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we completed a review of the account to gain a better understanding of our customer’s concerns. Review of the account found that our customer spoke at length with multiple agents from our Customer Care Center on 5/2/16 that made a genuine effort to explain the balance owed on the account to our customer. While we understand our customer may be frustrated with the high balance owed on the account, we do show that as a result of both past due and returned payments, the account balance of $594.32 is valid and will need to be paid to avoid further late fees and a possible disconnection of service.
We also would like to thank our customer for their honest feedback regarding their previous discussions with our Customer Care Center. We would like to assure our customer that their feedback is taken very seriously and will be addressed with the appropriate leadership.
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 [redacted].
Thank You.
George
Executive Resolutions
Cox Communications

Attached please find the documentation confirming that the credits were applied to the customer’s account.  Please revise the file from unresolved.  The customer could have confirmed this at any time by going to his account on-line.

 

Thank you.

We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers.
In reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service.
While we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were made. Should our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her options.
Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustments.
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 [redacted].
Thank You.
George
Executive Resolutions
Cox Communications

September 13, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding the charge for a self -install kit.  Please let me begin with an apology for any...

inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

On August 9, 2014 the customer called and ordered internet service.  The work order was scheduled as a self-install meaning that the customer would install the interior connections and the company would activate service outside without entering the customer’s home.

 

A self-install kit is automatically mailed to the customer as it contains a welcome message, instructions on how to connect the service and the necessary cable and equipment/modem needed to connect the service.

 

The $30.00 charge is the standard installation charge for a self-install as opposed to a professional install which is $60.00.  As a gesture of goodwill the $30.00 charge has been credited. 

 

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.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager