Cox Communications, Inc.

We are truly sorry to hear that our initial response was not found to be satisfactory by our customer. Please know, we are dedicated to assisting our customers and we apologize for any inconvenience this situation may have caused. On 1/27/15 we were able to speak with our customer to address the additional concerns outlined in their most recent response. We explained to our customer that we take his concerns very seriously and as a result we performed a full research of the past year of his account records.  In this research we reviewed all note entries and technician visits to gain a proper understanding of the amount of time our customer’s services were impacted. The account notes and work orders reflect our knowledge of 17 days of service issues in the past year.  While we certainly understand our customer’s request for compensation, since they have already been provided $214.21 in adjustments over the last year, we are unable to provide additional account credits at this time. Additionally, we are certainly disappointed to hear Mr. [redacted] is still experiencing technical issues with their services as of their latest response. When speaking to our customer on 1/27/15 we made numerous offers to send a technician to their home to address any remaining issues they may be having with their services. Regretfully, Mr. [redacted] opted to decline our attempts to schedule a technician to investigate these issues further. Unfortunately, without being allowed the opportunity to send a technician to the home to investigate the problem further, it may be very difficult for us to address the services issues that may still be occurring.   Please know, it is our genuine desire to reach a resolution with our customer and we would like nothing more than 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 ###-###-####. Thank you. [redacted]Executive EscalationsCox 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.

iT IS TRUE THEY HAVE SENT THE PAYMENT BACK TO CREDIT CARD, BUT MAY BE AFTER COMPLAINING TO EITHER Revdex.com OR TO [redacted] OFFICE. ON EVERY SINGLE CALL TO COX COMMUNICATIONS I WAS TOLD IT IS GOING TO TAKE 6 - 8 WEEKS TO REVERSE YOUR MONEY BACK. COX COMMUNICATION WILL SENT A CHECK TO ME. THIS IS THEIR POLICY. MY COMPLAINT HAS AN ISSUE WHY SHE SENT THE MONEY TO COX ACCOUNT AND TOLD US SHE IS RETURNING TO CREDIT CARD? IN MY UNDERSTANDING WHEN YOU BUY SOMETHING ON CREDIT CARD IT SHOULD BE RETURNED BACK TO CREDIT CARD. I DID NOT ASK HER TO CANCEL THE SCHEDULE/INSTALLATION, BUT SOMEHOW IT WAS CANCELLED.

FOR INSTALLATION OR WIRING I WAS TOLD IT TAKES 7 - 10 DAYS TO COMPLETE THE JOB DONE. IN OUR CITUATION THEY DO NOT NEED CITY PERMIT SO MAXIMUM 10 DAYS. THERE IS NOBODY IN TOUCH WITH US. I MADE MOST OF CALLS TO COX TO KNOW EXACTLY WHAT IS GOIN ON? EVERY TIME I WAS TOLD "SOON CONSTRUCTION COMPANY WILL CALL YOU". TILL TODAY NOT A SINGLE CALL FROM ANY CONSTRUCTION COMPANY WE RECIEVED. ALL THE MARKINGS ARE THERE FOR LAST 3 - 4 WEEKS. WE DO APPRECIATE ATLEAST COX COMMUNICATION STILL WANTS TO PROVIDE SERVICE TO US EVENTHOUGH IT HAS BEEN ALMOST ALREADY 7WEEKS WHEN  WE REQUESTED FOR INTERNET SERVICE FOR FIRST TIME. THANKS FOR YOUR TIME.

Regards,

My experience with Cox internet and TV has been miserable and expensive. I had both services for over ten years. Maybe I should qualify that – I paid for both services for over ten years. The Cox internet didn’t work most of the time. This was because I needed to reset the modem and that required a CAT5 hardwire connection between my computer and the modem. It was reset on several service calls by the technician and he tried to show me how to do it myself. That didn’t work because the service would work for a few months and by then I had forgotten the procedure.

You may wonder what I used in the interim. I had gotten [redacted] link because I needed a fixed IP address for a security system I had. [redacted] charged only $6/mo more for the fixed IP but Cox wanted more than $50/mo. So for less than Cox’s extra fee I got internet connection with fixed IP added to my landline. This was fortunate since Cox’s modem usually needed the reset procedure I couldn’t remember. The other thing that was notable about [redacted] Link’s modem was that to connect a new computer all you had to do was press a wireless button on the modem and the new computer automatically got the password information.

Cox has always claimed higher internet speed. I will not argue one way or the other, but I will say that for my purposes the speed was not an issue with either [redacted] or Cox. My overriding issues have been 1. How often the service was working. 2. How much the service cost. 3. How difficult it was to get the service working again. As I mentioned before, my Cox modem was down for long periods of time because the procedure to restore compatibility between my computers and it was so cumbersome. When I finally switched off my Cox TV and internet service and added Direct TV to my [redacted] Link, I saved over $125/month. I am not claiming to compare apples to oranges here because I already had [redacted] internet. I also may be missing some channels which I never watched anyway.

I still pay Cox $5/month to keep my email address. The email is fine when the Cox site is working but for the last several months the site is down for maintenance about half the time. I assume they are getting ready for their long heralded Gig speed. An Indy 500 car is not practical or affordable for everyday use and neither is Cox.

Interestingly, I had to resubmit this review under another email address for confirmation because the Cox site was down for maintenance.

We are sorry to hear our business customer was negatively impacted by the issues with their e-mail services. Due to this being a business account, we have notified our Cox Business team to...

reach out to the customer directly to address the concerns listed in the complaint.  
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

I received an ad for a "Cox Bundle". The options on the ad were to "call, click OR visit". I spent over 60 minutes on the website chatting with 4 different representatives because the offer that was mailed to me was only valid in stores. No where, not even in the fine print, did it state that this was an in-store only offer. The online representative's "hands were tied" and couldn't help me. Two other representatives had me click on bogus websites to get the best offers but not the offer that I was sent to in the mail. Cox has the worst business practices.

We would like to thank the customer for taking the time to file his concerns regarding a recent credit inquiry.  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 made contact with our Fraud Investigation Department who is now actively working with the appropriate credit bureaus to ensure the disputed inquiry is removed. We have spoken with our customer directly as of 5/18/16 to advise him of this information and assured him a courtesy call will be made to him once we have confirmation the removal has been completed. We are confident the issue at hand has 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
Executive Resolutions
Cox 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 left the customer a message on 4/21/16 with our contact information to return our call. While the customer did leave us a message on 4/22/16, we were unable to reach him when calling back that day and again on 4/28/16. We also sent an e-mail to the address listed on the complaint on 4/29/16.
  
Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[redacted] Case #[redacted]

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We are sorry to hear there was an issue with the customer’s billing. We have reviewed the account and found the errors and reason for the high balance. We have corrected the customer’s account for the errors. We made contact with the customer to explain why the billing statement was so high. The customer is aware of the corrected balance and the account’s monthly recurring fee going forward.
 

Thank you for your time and consideration.
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

[redacted] Case #[redacted] We are sorry to hear our customer had issues with our services and billing. We have attempted to make direct contact with the customer by telephone and email. Once we have made contact with the customer, we will present an explanation of the account and provide a...

billing breakdown. If there are any errors or charges that need to be corrected, we will address them with the customer to come to a satisfactory conclusion.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 10, 2016
 
Revdex.com complaint #[redacted]—Christopher S[redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client brought to your attention, we contacted the customer directly.
 
Unfortunately after initial contact from his original complaint, our attempts to follow up with the customer were unsuccessful. 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

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 keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that.  Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox.  Regards,[redacted]

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

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May 7, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the Lifeline discount for her Cox telephone services.  Please let me begin with an apology for the challenges 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 Lifeline program recently underwent some changes last year and became a federally recognized program for customers to subscribe to.  With these changes, the FCC required that all customers had to reapply and submit a new application by January 1, 2014.  We notified all active Lifeline customers at the beginning of November and asked them to reapply by the January 1, 2014 deadline or they would lose the current Lifeline discount on their account.  Cox did not receive the customer’s application by January 9, 2014 and; therefore, we were forced to remove the discount from her account. 
 

I have had the department that processes the forms research their records and files and they were unable to locate the new application submitted by the consumer.  We apologize that the application was not received.  I have placed a $25.00 courtesy credit on her account today for the problems that she faced. 
 

I confirmed that the customer’s telephone service was disconnected on April 18, 2014.  The customer is still in possession of the hybrid telephone modem and her account has been charged a $100.00 unreturned equipment charge.  She will need to return the modem to any one of our Cox Retail Store locations and the $100.00 will be credited back to her account.  This will create a credit balance on her account and it will be processed as a refund and mailed to the customer.
 

We apologize for the problems she 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 ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their concerns and provide a successful...

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

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.

Yes they did give me 39.99 for three months WHEN I MOVED IN ON NOV 2012.  HOWEVER, MY BILL WAS NEVER 193.00 until the end of 2013!  The average price of my bill was usually 123.00 to 130.00 up untill the end of 2013!  Then Jan, Feb and March....jumped up to 225.00!  THEY ARE LYING THROUGH THEIR TEETH!!!!!  I am NOT expecting anything to be resolved out of this BUT I WILL NOT RECOMMEND COX COMMUNICATIONS TO ANYONE ELSE!  I JUST WANT MY NEGATIVE EXPERIENCE POSTED ON THE Revdex.com TO WARN OTHER PEOPLE ABOUT THEIR POOR CUSTOMER SERVICE! THAT'S ALL! 

Regards,

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.
 
Upon receiving our customer’s complaint, we had partnered with our Billing Support Department regarding the promotional discount. As of 8/16/16, the ticket has been resolved and the discount is now available to be properly added to their account. Our Giga-blast Sales Team has advised us they will continue working with the customer directly but we will continue monitoring the order and follow up to ensure everything is successfully resolved.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We regret any inconvenience our customer may have experienced in her attempts to resolve the issues with her account billing. We understand how frustrating this situation may have been and we want to assure her that reaching a resolution with her is our primary focus. When speaking Mrs. [redacted] on 1/12/14 we were able to discuss the disputed self-installation charges from September that she mentioned in her initial complaint. During our conversation with our customer we did advise her that we would be crediting these installation fees for her. Additionally, we have sent her a return shipping package to send back her modem. Once her equipment is returned and the credit we applied has posted to the account, our customer will no longer have a balance owed to Cox for the account in question. We truly appreciate Mrs. [redacted] advising us of her concerns. We are confident that after our discussion today that the issues at hand have been resolved. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive ResolutionsCox Communications

April 10, 2014

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

Re:  Customer Disputing Early Termination Fee

We want to thank our former 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 a Price Lock Guarantee on 7-01-13 when she called to get a reduction on her monthly billing.  As part of that agreement, it is important for our customer to understand that she enjoyed her services at a significantly discounted rate for the time that she kept the service.  She enjoyed her services for approximately $162.07.  A package such as hers without the contract discount benefits would have been approximately $194.05 which indicates that she enjoyed an approximate $38.00 per month savings.

Our records also indicate that there is a charge for $122.00 for the telephone modem that was not returned.  We hope that there is some way for our customer to recover the equipment and get it returned to us.  We will be more than happy to supply a return box to assist her in this recovery.

The current outstanding balance on the account is $457.80.  This balance includes the following charges: 

$170.47 for the last month of service from 2-01-14 to 2-28-14

$122.00 for the telephone modem

$165.33 for the early termination fee

As a courtesy to our former long-time customer, we have waived the early termination fee in the amount of $165.33.  Upon recovery of the telephone modem, the $122.00 fee will be credited leaving a balance due of $170.47.  If she is unable to get the modem returned, the total balance due will be $292.47.

We apologize for the poor customer experience that our customer encountered at the end of her relationship with us.  If our customer has any additional questions or concerns, she can contact our Customer Care Team at ###-###-####. Thank you. 

Sincerely,[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 11147215, 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 his concerns regarding his Internet and billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.I spoke with the customer on 10/02/14...

about his experience with cox. During our conversation I advised the customer we will mail out an apology letter regarding his situation per his request as a settlement. We also went over his multiple billing concerns. As part of the resolution we will be removing charges for TV services he did not have and removing a misquoted balance amount.  We also discussed the feedback for our representatives regarding the situation. Due to privacy concerns, we do not share information regarding our representatives and any action taken. The customer accepted the 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Call: ###-###-####.Thank You

[redacted]Executive ResolutionsCox Communications

COX cable did some work and dig around on one of their

green cable-boxes in front of my house

they broke my sprinkler line.

I call and let them know, they fix it the next morning

to my satisfaction. Thanks for your prompt response