Cox Communications, Inc.

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

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April 4, 2014
 

We would like to thank the consumer for taking the time to file his concerns regarding the rebate offer he is to receive from Cox.  Please let me begin with an apology for the delays he has experienced in receiving his $250 rebate.  We certainly do not want to see our customers struggle in trying to receive an offer that was part of their installation offer.  We strive to make the rebate process seamless and simple for our new customers.
 

The customer contacted our corporate office on March 17, and worked with [redacted].  [redacted] researched the initial rebate distribution and found that the post office had returned it back to the vendor as undeliverable.  Therefore, [redacted] requested a new rebate to be issued and was told that the new rebate would be processed and sent to our customer.  They have informed us that the rebate would take approximately two to four weeks to arrive. 
 

I have contacted our customer today and he has not received the rebate as of this date.  We are in the process of tracking the rebate delivery and I let our customer know that I will be his advocate until the rebate has been received.  As a courtesy for the inconvenience and delay in receiving the rebate, I have provided a $25 credit to his account today.  The customer has my contact information and we will work together to ensure that the rebate is received.
 

We sincerely regret that he has experienced these delays and we hope that we are able to regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and we appreciate him.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

TO WHOM IT MAY CONCERN:

 

We except the response made to our business complaint ID [redacted] and find this resolution to be very satisfactory.

We were contacted by [redacted], a resolutions specialist in [redacted] today and we were able to come to an acceptable resolution to our complaint.  It was nice to have been treated with respect by someone of authority at Cox Communications.  If all employees and management were as well trained and passionate about their careers as "[redacted]", Cox Communications would be a great company not just a company with a great product.

We hope all future customers have a better initial experience with Cox Communications.  All customers deserve honesty, respect, and professional customer service especially from a large corporation as Cox Communications. Customers should not have to go through months and months of misleading information, run-around type behavior, and sometimes just rude and disrespectful service from a company that is suppose to have an A+ rating as a Revdex.com company.

We do enjoy Cox Communications product and after today are also pleased to be a Cox Communications customer.

Respects,

The [redacted] Family

We would like to thank the customer for taking the time to file his concerns regarding his refund.  Please let me...

begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

I called the customer on 9/29/2014 and spoke with him about the refund check. I advised the customer the refund check was issued on 9/26/2014 and it will take an additional timeframe for the customer to get the check because of shipping. I did apologize to the customer for the credit being held on his account for so long due to a system error.

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

Executive Resolutions

Cox Communications

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.They havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint Regards,[redacted]

June 24, 2014

Revdex.com complaint # [redacted]

As we stated in our first response to the Revdex.com, our records indicate that the subscriber’s account was not turned over to a Collection Agency.  Although the customer was contacted by our company Collections Team, the information was not turned over to the Credit Bureau, or any of the three major collection companies.  Contact from our company collection agents does not contribute to a lowered credit score.

Review of the billing ledger confirms that the account was disconnected and backdated to April 14 of this year, and the final balance was rectified to a zero balance within the 30 day guideline of disconnection, which ensures that our company will not turn an account to a collection agency.

We hope this information has clarified the situation for the Revdex.com, as well as the customer.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

This is in response to the complaint that was filed by our customer regarding his home security contract.  Our customer stated that he was told the length of the contract would be two years, not three.  We sincerely apologize for any miscommunication that may have occurred.

The...

research on the account has been completed.  Our customer’s contract was pulled and is being submitted separately.  It clearly shows that the term for his home security service is for three years.  We only have 3 year terms or month to month available for our customers.  Our customer's contract will be in effect through 1-23-2016.

We want our customer to know that his patronage is important to us and that we appreciate him.  We sincerely regret that he encountered this poor customer experience, but unfortunately we are unable to change the contract.  Thank you.

Regards,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Revdex.com Rebuttal

-- No. [redacted] – [redacted]

March 6,

2014 

We were sorry to hear that the

consumer was unhappy with our response regarding his final balance on his

former Cox account.  Upon receipt of his

initial complaint, we extensively reviewed all of the notes and records that

were available to us.  All of the

information that was reported in our previous response is based on our written

documentation of his account. 

The consumer has an unpaid debt owed

to Cox for services rendered and unreturned equipment.  There has not been any effort to pay the

final balance, nor has he returned the equipment to our company.  The Internet modem, [redacted]-serial

#[redacted], needs to be returned to Cox. 

Once received in our inventory, the charge of $100 will be immediately

credited and will reduce the final balance.  

Today, I have credited the returned

payment fee of $25 and two late fees at $8 each for a total credit of

$41.00.  The charges for services rendered

in the amount of $56.70 will need to be paid. 

Once the debt has been paid and the equipment returned, the credit

report will reflect the account as a “Debt Satisfied.” 

Again, I must reiterate that we are unable to remove marks from

consumer credit reports that were legitimately reported as prescribed by the

[redacted] ([redacted]) and the [redacted] ([redacted]).  

We

regret that the consumer is not happy with our company’s response to his

request.  If he should

require additional assistance or would like to pay the final balance on his

account, he may call our Customer Care Center at [redacted].  Thank

you. 

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  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 make contact with our customer on 1/7/16 to address their concerns. During our conversation with our customer we were able to come to an agreement on an appropriate adjustment to the account for the disputed charges. Additionally, we made the necessary updates to the account to ensure our customer receives paper billing statements moving forward. We are confident the issue at hand has now 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 [redacted].
Thank You.
George
[redacted]
Cox Communications

Revdex.com Case # [redacted]

size="3">It is our goal to provide our customers with exemplary customer service.  We regret to hear of any inconvenience that our customer has experienced with their services.  We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

August 14, 2014 Revdex.com Complaint ID [redacted] – [redacted] Poor Customer Experience – Automatic Debit We thank our customer for taking time out of his busy day to contact the Revdex.com regarding the extremely poor customer...

experience he encountered regarding an unauthorized debit to his bank account.  It is important for us to know when our customers feel that our service has fallen short of their expectations.  We apologize for the frustration this situation has caused. Immediately upon receipt of this complaint, we completed a detailed review of our customer’s account.  We could not find any payment applied to his account in the amount of $99.12.  We attempted to reach our customer as more specific details were required to continue our investigation.  There was no response to the initial call made on 8-05-14.   Another call was placed today asking our customer to contact us as soon as possible so that we can finalize our investigation.  We want our customer to know that we appreciate his business  and his loyalty to our company.   For future assistance with any other issues that may arise, our Customer Care Team is available 24 hours a day, seven days a week.  They can be reached at [redacted]Call: [redacted] or she may also contact us on our web site at [redacted].  Thank you. Sincerely, [redacted]Customer Resolution SpecialistExecutive Resolutions/Office of the General Manager

After receiving this rebuttal we spoke with our customer.  We acknowledged that she returned the equipment and offered to re-install and address any issues she is having.  Our customer declined our offer.  We confirmed the equipment and service was working when the install left our customer’s home on 2/26/15.  Our customer did not contact us until 3/2/15 to talk about lowering her bill.  She explained she wanted to cancel her services because the bill was too high.   Our customer did not contact us again until 3/6/15 stating the motion sensor was not working.  We found a good signal.  Our customer allowed us to set up a service call but our customer would not schedule the order.  On 3/9/15 our customer contacted us to disconnect her phone service.  There is no mention of issues with her security system.  On 3/10/15 our customer called in about faulty equipment and that she will be moving.  She would like the Early Termination Fees waived.  We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service.  Our customer declined our offer to have a technician out to address the faulty equipment issue.  Later that day she brought the security system equipment into one of our stores.  Our customer entered into a 3 year agreement and the agreement states she needs to allow us the opportunity to address issues with the service.  Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/15.  Our customer can disconnect service but would be responsible for the Early Termination Fees.  We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install.  So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork.  He explained he spoke with our customer about this when he was onsite.  This has been addressed.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience this has caused.  We will be happy to address her concerns if she will let us.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Revdex.com #[redacted]We would like to thank the Revdex.com for bringing our customer’s additional concerns to our attention.  We are sorry for the added frustration our customer has experienced in regards to their billing and promotions.  We were able to find 2 additional promotions; $5 off DVR service and $4 off the Variety Pak.  These promotions will run for 12 months, to be consistent with the other promotion that was added, we backdated these campaigns to 5/1/16.  The customer can expect his monthly recurring charge to be $186.92 with these added promotions. Additionally, to remain in good faith with our longstanding customer we applied a credit in the amount of $120.  This is to compensate for the monthly rate difference for the remaining 12 months of their Service Agreement.  This credit will be printed and applied to their June 2, 2016 billing statement to their June 2, 2016 billing statement. Thank you for your time and consideration.  Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We want to thank our customer for taking time from her busy day to let us know about her concerns regarding the early termination fee associated with her contract.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  Unfortunately, it does...

not appear that we were successful in this effort in meeting her expectations.  We would like to apologize for the inconvenience that this issue has caused her. Upon receipt of the complaint, her account was completely researched.  Our records indicate that our customer accepted the home security contract and the ETF (early termination fee) information was part of the contract.  Our records further indicate that the early termination fee was credited on the customer’s former account as of today.  We apologize for the poor customer experience that our customer encountered.  If our customer has any additional questions or concerns, she can contact our Customer Care Team at ###-###-####Call: ###-###-####. Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

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 his attempts to upgrade his internet service at the price quoted.  We sincerely regret the inconvenience...

that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.  We found the offer price was based on regular pricing.  The representative did not realize the price presented by our customer was discounted and as a result quoted an incorrect price.  We spoke with our customer and worked to a satisfactory resolution and assured him the coaching would be addressed with the representative who provided the incorrect quote.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Revdex.com rebuttal complaint # [redacted]

 

This correspondence is in reply to the rebuttal response submitted by the customer to the Revdex.com.

 

We attempted to reach this customer today, but we were only able to leave a message. 

 

As we stated in our response to your company this morning, our office, as well as our Field and Network Team, has been working with this customer since March of this year to address the service issues that have been brought to your attention.

 

The customer states that she is experiencing intermittent tiling and freezing on her video service and is requesting further credit.  The customer will be advised when we receive the results from our Network Operations monitoring, and we will continue to work with our Field and Maintenance Team on the clients concerns.  The customer will be fairly credited once we have more information. Our records confirm that the customer was appropriately credited for the previous service issues that she experienced earlier this year.

 

We know that as a service oriented company, it is always in our best interest to ensure that our customers are receiving the service that they expect, and deserve.  We hope that the Revdex.com will recognize the effort and diligence that our company is committed to on the clients concerns.  Thank you.

 

[redacted]/Cox Communications Executive Offices

We were sorry to hear that the consumer was unhappy with our response regarding his billing dispute on his Cox account.  Upon receipt of his initial complaint, we extensively reviewed all of the notes and records that were available to us.  All of the information that was reported in our previous response is based on our written documentation of his account. 

The initial sales call wherein the consumer and our Sales Agent set up his cable service, was in February of 2012 – over two years ago.  We do not have the recorded phone conversations that were made over two years ago and must base our resolution on the written work order that was placed on the customer’s account when he spoke to our agent.  As with every business, a price point cannot be guaranteed forever; prices fluctuate and change with the rising cost of living.  We do offer our customers the two year Price Lock Guarantee agreement and that is the furthest length of time that we guarantee a price lock. 

Cox always strives to be a leader in customer service.  We certainly regret any inconvenience the confusion with his discounted campaign expiration has caused.  I have confirmed that his account has been disconnected.  We are sorry to lose him as our customer and want to thank him for his patronage in the past.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to adjust the level of service for an active account. We have made contact with the customer and came to an agreement for the level of service and pricing. The customer is aware of the...

timeframe, level of service, and monthly rate while in the agreed package. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

[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,

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.As of November 23, 2015, our Corporate Office had been in contact with the customer regarding their...

concerns. On December 4, 2015, we followed up with the customer and confirmed their issues had been addressed and the services are now working correctly. We are confident that this complaint has been successfully resolved.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I signed up for internet service with a cox rep at a walmart on 07/05/2015. appt was for 07/06/2015. I received an automated call on 07/05/2015 confirming my 07/06/2015 appt. I left work early on 07/06/2015 to be home between the 5-6 pm window they gave me. NO ONE SHOWED UP. NO PHONE CALL. NOTHING! at about 6:15 pm I called cox at the number the automated call came from. I was told by an employee AND by a supervisor that my order had been cancelled due to the fact that I did not provide 2 forms of ID when I signed up with THEIR rep on 07/05/2015 at walmart. I DID NOT GET A CALL TELLING ME MY ORDER WAS CANCELLED NOR DID THEIR REP REQUEST ID FROM ME. so I lost half a day's pay due to their incompetence and it's INCREDIBLY INCONSIDERATE AND RUDE NOT TO CALL AND TELL ME MY ORDER WAS CANCELLED. I HATE THESE BS! THE SUPERVISOR WAS ABSOLUTELY NO HELP AND ACTED LIKE IT WAS MY FAULT I DIDNT PROVIDE ID WHEN I SIGNED UP FOR SERVICE. HOW CAN I DO SOMETHING I DONT KNOW ABOUT? I was asked a zillion questions when I signed up including my SS number. not once was I asked for ID.