Cox Communications, Inc.

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.  We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday.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

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,

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. 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

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 would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone services. Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.When speaking with our...

customer on 1/22/15, we were able to confirm that their services are now working as they should be. Additionally, we were able to confirm that an adjustment had been applied in the amount of $23.10 for the technical issues she experienced with her services.  We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved.  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]Executive EscalationsCox Communications

Revdex.com Case # [redacted]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 attempted to contact our customer directly at the e-mail address and telephone...

number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Rudest customer service I have ever had. The company must not care about customer retention. I called three times to have my service cancelled and each time the customer service reps got rude when I told them I wanted it off due to going to another provider and a cheaper rate. It took me getting me quite ticked off at them to get it cancelled. The price rate increase after your contract is done is horrible as well as the so called discount they give you for another contract.

February 27, 2014

 

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

 

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

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

 

On January 30, 2014 the company mailed a bill to the customer.  The amount due was $171.10.  The bill also informed the customer that (under the “total due” section) that said “**Auto Payment On Your Due Date – Do Not Send Payment**.”

 

The customer made an online payment of $171.10 on February 3 while the EasyPay debited the same amount on February 23, the due date.  Upon receipt of the customer’s request to have the additional amount refunded along with the overdraft charge I contacted the customer and informed her that a reversal was in process and the additional $171.10 would be back in her bank account within 24-72 hours.  The $34.00 overdraft fee was issued as a credit 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 [redacted]. Thank you.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

March 17, 2014

Revdex.com complaint # [redacted]

class="MsoNormal">We were distressed to hear of the service issues that our customer is experiencing. 

Due to the complaint filed with the Revdex.com, the comments from that complaint were forwarded over to our Field Service Management Team for review.  The customer was contacted last week, and our Field Team believes the source of the problem has been found and fixed.  Our Field Supervisor [redacted] spoke with the subscribers, and the customer will follow up directly with [redacted] to update him of any other service concerns that have occurred since making contact with the customer last week. 

We are working directly with our Field Management Team to ensure that the customer is appropriately credited for the loss of services experienced. We are optimistic that we will be able to provide the customer with the type of service that they expect, deserve, and pay for.  Thank you for the opportunity to assist our valued client!  

 

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

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removed. We have attempted to directly contacted the customer to by telephone and email. Once we are able to verify the account, we can...

address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is sad that I did not even receive a phone call from Cox regarding this complaint. I have never in my life seen a business that cares so little about their long time customers. I expect a phone call to discuss the options that you speak of and I expect the call to come from the executive offices and not from a customer service rep. My phone number is [redacted]. I will await your call before paying my bill and disconnecting my service.

We apologize for the difficulty the customer has experienced regarding her concerns.  When Home Owner Associations contract with Cox to provide bulk community services to their HOA residents the question of credits, compensation, and adjustments are relayed by the HOA to Cox Communications...

as billing and service agreements are maintained between the HOA and Cox. 

We show no record of any communication from the HOA regarding the customer's request for reimbursement.  If after thorough review of the customer's complaint any credits/refunds due would be provided to the HOA and left to their discretion to reimburse their resident. Thank you for your time and consideration.

Respectfully,

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 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,

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office.  We did attempt to reach the client by phone but were not able to reach her, or leave a message.  We did...

send the customer correspondence via email.   Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount.  After reviewing our available promotions, we didn’t find a better rate than the customer already has.  We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [redacted]

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 am not satisified with the resolution as I refuse to be called a "confused" customer.  I am a customer that you did NOT provide all the information to.  There was never anyone that stated "your rate will go up after 6 months of signing an agreement for a year contract". 

Labeling your customers is unfortunate and unprofessional.  Cox has a monopoly and we are left to work with a company that is untruthful and does not disclose the information in full to its clients. 

Regards,

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

experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receipt of this complaint we were able to confirm that after working closely with our Customer Care Center that our customer’s account has been corrected back to the original promotional rate they agreed to of $108.65. In addition, we do see the appropriate adjustments have been applied to ensure the June billing statement was corrected to the appropriate monthly rate as well.
Additionally, we would like to genuinely apologize for the difficulty they experienced when attempting to resolve this issue with our Customer Care Center and would like to assure our customer that their feedback 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 623-594-1000.
Thank You.
George
Executive Resolutions
Cox Communications

Cox's don't live up to there end of their contract and they really need to stop it can go bad one day with the wrong person remember that [redacted] holes

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.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

Dear Ms. [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 in regards to your experience with transferring your service.  On behalf of Cox, I would...

like to extend an apology to you as this is not the level of service we have built our reputation on.As a result of your experience, I have applied the $150.00 credit to your account.  This credit will reflect on your next billing statement.  Unfortunately, I was unable to review the call however, I will be sure to send feedback in regards to our lack of follow up.
Again Ms. [redacted] I apologize for any inconvenience we may have caused you and your family.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager

We appreciate our customer taking the time to voice their remaining concerns with their Cox account. Cox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr. [redacted]. Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at hand. In our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/14 to 11/29/14. When speaking to Mr. [redacted] on 12/28/14 we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date.  As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr. [redacted] had with one of our technical support representatives. When speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr. [redacted] and it is our genuine desire to continue a positive relationship with him for many years to come. 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. [redacted]Executive ResolutionsCox Communications