Cox Communications, Inc.

We are sorry to hear that the customer was not satisfied with our previous response to his concerns.  We are happy to hear that the customer was able to receive resolution to his concerns via the Customer Care center.  We are committed to providing outstanding customer service and sincerely apologize that we have fallen far below one of our valued customers’ expectations.  We are happy to apply a discount that will lower the customer’s bill by $20.00 per month for the next 12 months as a show of our commitment to remaining his provider for his communication and entertainment needs.  Thank you for your time and consideration. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Cox Communications finally did credit the amounts as of today 6/7/2016 after I called on 5/28 for a harrassing phone call that my service was being disconnected.  I was told by Cox all credits would be applied.  On May 31st, I called to see if the charges were credited and they actually went form $110 to $439.   Cox for some reason applied $329 to my acct instead of the credit of $27.42.   I was assured everything was ok.  On Friday 6/3, I check my balance and it went back to $110 and the $27.43 was not yet credited.  On June 4th, approx 9:00 pm, my services were disconnected due to their error on not crediting the amounts correctly and I was told that I would not be disconnected at all.  I was on the phone for over a 1/2 hour trying to get it resolved.  This was a month of phone calls trying to resolve a simple error that went from credits of total $127.42 to a charge to $329 on my acct.  I have never worked with a company who every time I called could not fix the problem.  Ever since I switched to Cox I have had nothing but problems with the customer service, billing and service.  I was promised a 50 mbp but only receiving about 19-22 mbp.   I would like someone from the corporate office to address this with a phone call.

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,

My experience with cox has been a terrible one from the beginning. When I very clearly set my account up for a 2 year contract, one year later my bill increases and was told I didn't set that up. Every time I call customer service, it's the absolute worst customer service I've ever experienced in my life. I'm on the phone for hours only for them to refer me to a million different departments, intentionally to get me to hang up I guess. They are so lazy and uninformed it's crazy. And now after successfully setting up a referral for my friend with Cox, I have still yet to get my discount on a bill after 3 cycles and they still referred me to a million places and I still don't have a fix. Today and in the past I have now had 2 callers hang up on my randomly while I was waiting on a response. Just the worst. Absolutely incredibly bad. Unless things change I will never be having my internet with Cox after this contract is over. Not cable or anything. This is the worst company ever.

We were sorry to hear of the confusion that our customer experienced on her billing.

 

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account.  The July 8 work order notes confirm that the installation of the cable was charged on the...

original order for service, as well as the data upgrade.  Our Technical Service representative notated that the subscriber requested a service call for the data; as well as relocation, as the modem had been moved to another location in the house. The $60.00 fee is the normal and customary fees charged for the services requested on the work order.

 

While we don’t have any notations on the customer’s account that indicate we agreed to a free install/upgrade of cable and Internet service, we have requested a copy of the phone call so we may review the conversation between our agent and our client.  We will contact the customer once we are able to review the call, and we will discuss the installation charges with her directly.

 

To address the $6.99 Gateway modem charge, our records confirm that this monthly fee has been on the customer’s statement since the inception of the service in September of 2013.  Our company does charge a lease fee in lieu of forcing our subscribers to purchase equipment.  By renting equipment from us; it ensures that our subscribers don’t have to purchase costly equipment that becomes quickly obsolete.  The leased modems that our customers use are frequently changed out as technology changes. 

 

We hope this information has been helpful to the Revdex.com.  Thank you for the opportunity to address the concerns that the client has brought to your attention.

 

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ 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 Revdex.com regarding his attempts to address his service issues.We have been in contact with our customer and are working to a...

positive resolution.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]

This is in response to Revdex.com complaint that was filed by our former customer regarding write-off that was forwarded to the credit bureau.  The complaint was given to me for research and to provide the response.   We apologize for the inconvenience that she experienced...

regarding this matter. Upon receipt of this letter, a thorough review of the account was performed.  It appears that the account went into non-pay on 5-20-14 and the interim work order was closed fully on 6-16-14.  The account had a past due balance of $377.22 which included one digital box.  The box was returned on 8-16-14 and the final amount owed of $152.22 was paid at that time.  The account had already been turned over to our collection agency, Credit Control Corporation.  A request was forwarded to them on 8-16-14 to have the account pulled from any further collection activity.  They will take the necessary steps to have the information corrected with the various bureaus.  Unfortunately, this process can take 30 to 60 days.  We apologize again for the inconvenience that this has caused our customer and for the amount of time she invested to get the issue resolved.   If she should have any additional questions, she may contact our Care Center at ###-###-####Call: ###-###-####.  Thank you.  Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

We would like to thank the customer for taking the time to file her concerns regarding their rebate. 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 escalated the issue with our customer’s rebate to our Marketing Department who advised us they have expedited our customer’s rebate processing to ensure it is mailed as soon as possible. We were able to speak with our customer directly on 7/15/16 to advise her of this and to assure her she can expect to receive this rebate in 10 business days. We will also continue to remain in contact with our customer until we are assured she has received her rebate. We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their cable services. We have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration.[redacted]Executive...

ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We want to thank our customer for bringing his concerns to our attention regarding the telephone number that he received.  In his complaint, he stated that he had ordered marketing literature that contained the telephone number that he was given during the initial sales call for his new...

services.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  We apologize for the inconvenience that he experienced in his attempts to resolve this matter.

Upon receipt of this complaint, we reviewed our customer’s complaint with the Cox Business Sales Team that processed his order for new service.  They advised that the phone number is not guaranteed until it is actually installed.  This is the reason why the phone number was not included in the agreement that our customer signed.  They also advised that there are things that can cause delays in the installation process.  They researched the number that the customer provided, and it has been released to another customer.  As a courtesy to our customer, we will attempt to secure the telephone number in question, but there is no guarantee.  We should know whether this can be accomplished by 8-15-14.

We want our customer to know that he is a valued customer, and we at Cox Communications certainly appreciate his business.  We know that this apology does not make up for the frustration that he endured while attempting to resolve this issue, but hope that we can begin to repair our relationship.  If he should have any further concerns or questions, we ask that she contact our Customer Care Center at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications Executive Office/Arizona

Revdex.com Case # [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. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his damage claim.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

Upon receiving this...

complaint we made contact with our Damage Claims Department who were able to speak to our customer directly to schedule a time for us to visit the home on 12/9/15 to complete the requested repairs. Upon completion of these repairs, we were able to speak with our customer on 12/10/15 and confirmed that the work was completed to our customer’s satisfaction. 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.

[redacted]Executive ResolutionsCox Communications

July 6, 2016—Revdex.com complaint #[redacted]
We were sorry...

to hear of the confusion that the customer experienced with their billing.  Due to the concerns that the client brought to the attention of your office, we attempted to contact him on several occasions.  While we did not directly reach the client, we were able to leave our direct contact information so he may call us directly with questions. Due to the confusion on the account as well as the time frame that the data service was to be active, the final balance owed of $105.00 has been removed from the account.  The balance owed is now zero, and the account was not turned over to Collections.
We hope this information has been helpful to your office.  Thank you for the opportunity to assist our customer.
Catherine/ Cox Communications Executive Offices/ Arizona

Better Business...

Bureau:

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.

Awaiting resolution with Cox agent.  Do not feel comfortable closing it yet as we havent reached a decision.  Regards,

I have had nothing but bad luck with Cox Communications from the start. Bad connections in two different locations, three routers that would not send a signal to my television 3 ft away from it. Now I went online to have services moved and got confirmation that it would be a Saturday setup in my new home across town. I waited half the day and called in, they hadn't heard of any such work order. Then I'm told that it will be next Thursday. I plead my case and they say they'll squeeze me in for later that day. I am to wait for 15-20 minutes to get the time. 1.5 hrs later I call in again and am told they have no appointment, and Thursday is the best they can do. I have had the aforementioned problems before, even turned them into the Revdex.com 6 years ago. Here in this apartment, I had to wait 5 days for them to fix a connection one of their other techs screwed up with someone else's account! This was the last straw. I've only had their service lately because they were the only game in town regarding internet in my area. Next time I will simply go without. They have lost a customer for life and I will be happy to tell anyone I know about my experiences with them.

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 DID GO TO MY PRIME TIME HISTORY IT SAID and I quote (AGAIN!) please contact your cable operator to PURCHASE this and other [redacted] programs.. THIS IS ALREADY PART OF THE PACKAGE they sent me to e SPANISH channel DO I LOOK LIKE IM SPEAKING SPANISH!@!!!!!!!

They were RUDE treated me like crap NO I dont accept this not for one second COME TO my house look and See where I was clicking 

NOW THEY CALL ME A LIAR! really does Tucson or ANY American city need a buisness like this I dont think so they need SHUT DOWN!!!!!!!!!!!!!!!! 

Regards,

We would like to thank the customer for taking the time to file his concerns regarding his Internet services.  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 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. 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 ResolutionsCox Communications

We would like to thank the consumer for taking the time to file his concerns regarding his monthly rate for his Cox services.  Please let me begin with an apology for the problems he outlines in his complaint.  We take great pride on providing top-notch customer service to our customers...

and we hope that this information will provide him with the facts that he is seeking.

 

Cox offers new customers special offers when they agree to install services.  The consumer agreed to a special cable pricing campaign when he called in and spoke with our Sales Agent on February 3, 2012 and enjoyed reduced rates on his cable services for 24 months.  It must be noted that the customer did make changes to his High Speed Internet service and telephone service during this 24 month period which did affect the overall pricing on his account.  The consumer’s concern over the rate increasing is due to the campaign for his cable service only.  We have fully researched the account and confirmed the following:

•         February 11, 2012 -- installed service with a sales campaign that provided a 24 month campaign, including the following:

Ø  Months 1 - 12, the cable services were $29.99 – not including equipment, fees, or taxes.

Ø  Months 13-24 the cable rate increases $20.00 to $49.99 – not including equipment, fees, or taxes.

Ø  Reduced installation charge of $19.98.

Ø  Months 1 – 12, a reduced rental fee for the HD DVR Receiver at $2.00/month.

•         Months 1-12, the rates for the cable service, HD DVR Receiver, and DVR service fee were $41.99/month (not including taxes).

•         Months 13-24, in fulfillment of the 24 month campaign outlined above, the cable rate increased $20 to $49.99 and the rental fee for the HD DVR Receiver began charging at full rate of $8.50/month.  The rates for cable service, HD DVR Receiver, and DVR service fee were $68.49/month.

•         February 16, 2014 – the 24 month cable sales campaign expired and the customer began to be charged at the full rate-card price for his cable services at $82.99/month; $103.48/month with equipment and DVR service fee.

Cox does offer special discount campaigns for our customers; however, these discounts do have expiration dates and are never for indefinite periods of time.  All of our rates are subject to change.

I have confirmed that on June 23, 2014, the consumer has disconnected his cable service and has retained his High Speed Internet Service only.  It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

I have no record of any notice that they sent and when I ask for proof from the business they have no record of them sending me even bills before Febuary of 2015. Proper notice of a change should be a full page notice. They have sent me plenty of ads for their cable and phone services but no notice of my need to update my equipment. Also if I have been paying for 150 Mbps for 5 years and the Modem was up to specs for 150 Mbps then they choked my modem down to 25 Mbps.

It has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor [redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, [redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]