Cox Communications, Inc.

Revdex.com #[redacted] - RebuttalWe would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office.  We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16.  As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center.    Thank you for your time and consideration in closing this complaint.  Jaimi / 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did not reject the initial response, I rejected the companies response.  I have never been contacted by Cox Communications concerning my complaint.  They said they contacted me three times with no response.  I don't know if they have an incorrect phone number for me or what the situation is, although my  contact number is in their records.  The only restitution I was seeking was ann answer as to why it took four times to have my phone lines repaired before they got it right.  I lost  more than a month of work because the repair men did not do what they could have at the very beginning.  We suggested to them that the underground cable might need replacing.  My husband works with this kind of cable daily and told them this was the likely problem.  Finally after coming out here 4 times, they replaced the cable and I have had no more problems.  I was so frustrated that each time I called it took sometimes 2 or 3 days for someone to come and then it was still not fixed.  I was promised a field supervisor, never did one come.  I just felt like I was receiving very poor customer service.  If Cox would like to even apologize for their insensitivity to their customers needs I can be reached at [redacted].  I appreciate your continuing effort to rectify this complaint.

Regards,

I paid $300.00 for the thermostats and not sure who at cox needs to handle this but the claim needs to stay open until it is handled. I have spoke to several different people and each one says they will have someone call me about the money but to date I have not received a call back about the money. I have had three different people call me to schedule to change out the thermostats. That was a nightmare as well. The first person from damaged claims said someone would call me by Monday to schedule an appt. to come out and they never called me so I emailed her and left a message and have not heard back from her since. In the meantime another lady called me about this compliant and said she would handle it so she set up a time on Saturday to come out and I waited until the tech showed up. When he did, he asked me for my thermostats which I told the lady on the phone I did not have them. I told him the same thing and so he asked me "then what am I supposed to do" and he walked upstairs. He was up stairs and I was speaking to him loudly and all he was saying was "I am telling you, you need to stop shouting out me and lower your voice". He said this twice in MY home so I asked him to call his manager and he was shaking his head and ignoring me. So I said well let me make some calls and I left a voicemail for the damage control dept. Finally he figured out I was not joking. I spoke to his manager Ben and he finally made some calls and had someone call me from an AC place. The guy from the AC place was the nicest person I have been in contact with during this whole process. This is crazy to me that your contractor is the only one who can be nice and respective but yet get the job done right the first time around. I would like someone to email and let me know how they will credit my account for the cost of the units.
 
Thanks

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.

Thank you for your help in this issue.  As suggested by [redacted] of Cox, I did go back to the apartment and was able to locate the cable box ([redacted]).  It was returned to Cox Service Center at [redacted] on 8/23/14.  However I want to be sure that I receive a FULL refund of my deposit which was $150.  It will not be a acceptable resolution if Cox adds service fees to my account for items after 6/25/14.  I the account was closed on 6/25/14.  Customer service reps a have said that there are $70 in service fees on my account for items after 6/25/14.

The reason I do not accept this a resolution is because as of 8/24/14 I have not received my deposit yet.

Regards,

Here are the pictures that were sent to Cox communications claims department.  I do not accept their response and will hold them liable for the damages their installer created.

July 25, 2016
 
...

Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet service.  Due to the concerns that the client brought to your attention, we engaged our field leadership to address the technical difficulties.
 
We are currently working on performing the necessary repairs to the customer’s services.  At this moment the customer is aware of the repairs being made and the time frame expected for this repairs to be completed.  We will continue to work together with the customer towards a satisfactory resolution. 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

[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,

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 former Cox account.  It appears that the complaint may have already been submitted...

prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015.  All charges (minus the on demand movies) have been credited.  You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016.  In order to avoid further collection activity, please submit payment by this date.
Again, we apologize for any frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your former account.  My office hours are 8:30am to 5:00pm.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications, California

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

 

We would like to thank the customer for taking the time to file his concerns regarding the monthly recurring charges and the offer he was given.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

 

1.      The customer was informed by the sales agent who set up the order for him did inform him of the $60.00 for the install.  There was also a $50.00 service deposit charged to the customer.  Another $50.00 was the installation of the home networking for his laptop and smart phone.  As stated in the initial response to the Revdex.com dated July 3, 2014 these charges were credited.  The configuration and square footage of a home could require the installation of a wifi signal booster and are inexpensive.  Of course the closer the customer is to the wireless router the stronger the signal.

 

2.      During the conversation between the customer and the sales agent the sales agent did ask how many TV’s he wanted connected and the customer said 5 (the install order did show 5 outlets to be installed) the sales agent then asked the customer if he wanted receivers on those TV’s and the customer declined.  The ID channel was never discussed.

 

3.      On June 23, 2014 the customer called and inquired about the balance on the account and was informed that there was still a balance of $31.50 that was credited during the call.

 

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 Relations Specialist

Executive Resolutions/

Office of the General Manager

Over the course of time I have been a Cox subscriber for over 4 years, I have home security, internet, and cable. I have been looking at other companies as far as pricing goes, because I know I am paying way to much for a "bundle" deal. I called the Cox "retention" department and spoke with a lady. She did not apologize for any dissatisfaction with the company and didn't offer me anything to stay with Cox. All she let me know is it would be a $90 cancellation fee. This company clearly doesn't care about any of it's customers, nor does it provide proper training to keep the customers it has. The service I have received as a customer has been very mediocre; long hold times, having to constantly be transferred, or speaking with an associate who wasn't properly trained in their area of "expertise." I am leaving Cox and will never be back.

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.

On 7/17/2014 we had a field supervisor and technician visit the customer’s house to address the high definition service. The supervisor noted the customer had a bad port on a splitter that was causing a [redacted] problem. The technician also reconfigured his lines and took out an amp that was not needed. When both the technician and supervisor left, the supervisor noted it was working to the customer’s satisfaction and gave the customer his cell number if needed.   

In an effort to demonstrate our commitment to our customers, I have provided a courtesy credit to the customer’s account.  He will see this credit on his next monthly statement, scheduled to print on 07/16/2014.  We regret any inconvenience this has caused and look forward to providing our customer with the excellent service that he deserves and should expect from our company.  If he should require further assistance, he may contact our Customer Care Center at [redacted].

Thank You                                      �...⇄ />
Executive Resolutions

Cox Communications

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.
 
We have verified with the Cox Retail Store Manager that the customer’s concerns regarding the equipment have been addressed and resolved as of June 2, 2016.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing.  Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her...

our contact information for further questions on this matter.  The customer state in her complaint that she was not advised of the difference in price on the levels of data service.   We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation.  The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99.    This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer.   We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year.  As always, we appreciate the opportunity to assist a valued customer.  Thank you.  [redacted]/ Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding her desire to add additional services to her existing Cox account we apologize that the customer was unhappy with the assistance she has received thus far and hope that the information provided in this response...

helps to clarify Cox’s stance on this matter. The customer is currently enrolled in what we call our Flex Watch duo bundle.  This promotional offer allows the subscriber Advanced TV service, HBO, Starz, waives the monthly receiver rental fee, and includes Preferred High Speed Internet service for $59.99* before tax for the first 12 months.  The pricing raises $20.00 to $79.99* per month before tax for an additional 12 months.  This is a highly discounted rate for both services as normal rate card pricing for these services is $158.96 before taxes.  By having this heavily discounted rate the customer saves almost $100 a month.  Because of the amount of discount provided by this bundle, the customer is not eligible for other promotional offers.  In order to upgrade either the internet or cable television services her account would be subject to normal rate card pricing.  On our website we place the caveat that the promotional offers cannot be combined with any existing promotional offer the customer may be on.  We apologize for the confusion, and have sent the customer’s concerns to our corporate Webmaster for review so we can make sure that this disclaimer is more prominent. We thank the customer and the Revdex.com for the opportunity to assist.  We are always available to all of our valued customers at [redacted]. Thank you. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona*may be subject to any general rate increases

This is in response to the customer’s rebuttal to the response that we submitted on May 30, 2014.  We are forwarding documentation from our records to support our response to this customer.  The attachments are as follows:

Account payment history page shows that the payment in the amount of $196.22 dated 4-19-14 was a web based payment.  We have no way of altering this information.

Printout from account ledger identifies the $45.00 cash payment made on 4-16-14.

Printout from account ledger shows the $196.22 web e-check posted to the account on 4-20-14.

Printout from account comments dated 4-15-14 shows the notes indicating that the customer was advised that once the $45.00 payment was made she would have to call back to set up the extension.  The following printout shows that the customer did not call back into the Care Center on that date.  We did not hear back from the customer until 4-22-14.

Printout from account ledger shows a cash payment in the amount of $192.00 posted on 4-25-14.

Printout from account ledger shows check in the amount of $196.22 being returned and debited to the account on 5-05-14.  Our payment processor will make several attempts to collect on funds before actually returning it to us as uncollectable.

If the customer can produce a letter from her financial institution indicating that the transaction in question was initiated by us we will certainly entertain her claim.  Based on what we have provided, there is nothing to support her claim that we submitted the payment in questions. 

Again, we apologize for the inconvenience that our customer has experienced and have documented everything thoroughly with regard to the response we have provided.  If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at [redacted].  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer has been negatively impacted by technical issues with Cox Internet services. We have reached out directly to the customer and scheduled a service call to address and resolve the issues. The customer will be contacted after the service call to...

ensure we have successfully resolved the issues. Thank you for your time and consideration. [redacted].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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Their statement stating that I have only called and made a complaint on my internet service only once is inaccurate.  I had called several time during the two week period prior to me requesting some to come fix it.  I have made calls in the previous year as well but they were fewer that the last few weeks.  They kept having to resend the signal and I had to reset my router.   I would only suggest that they take a look at the service history on the cable service.  It will reflect many years of complaints ending with no resolution as well.  That is why I discontinued my cable service.    The only solution that would be acceptable is the repair or replacement that is causing the weak signal to my house. 

Regards,

Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her 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

A few years ago, I needed to downgrade my services with Cox and got rid of cable. I needed internet for work and my children needed it for school. I never had issues with the internet, other than the fact that the rates have increased over the last few years. My old modem stopped working and I needed to go to the Cox store to get a new one, which raised my bill more since I am "renting" it. This new modem drops service and needs to be reset weekly! It is extremely frustrating! If you want to pay more money, they will send someone out to fix it. I refuse to do that. Now it is summer and I thought I might try cable service once more. I called and spoke with a friendly girl and she set me up with just basic cable and I asked her how many channels I would be getting. I was told 210.I asked how much my new bill would be each month. I was told 85.95. I asked if this was just a promotional thing and was told no. I asked if I was renting a receiver and was told no. I refused professional installation and paid 30 on the spot for self installation, or for the guy to come and turn on my cable at the green box by the road. Who knows why I really paid the 30 actually. It seems I was given false information anyhow. I called back later that day because I had a few questions about the receiver and where to get it and I spoke with an extremely rude guy at first who told me I was not getting 210 channels and the bill was not going to be 85.95. I was so confused and I admitted I didn't know much about how cable worked but I had been a loyal customer for years and I felt misled! He cut me off and said he couldn't help me and transferred me to another person. She was not the friendliest person either and I again told her my story of calling and setting up cable earlier and now I find out I was basically lied to. She really didn't seem to care and I told her I would rather just cancel it since I was misled and misinformed. No one cared. No one said anything to keep me as a customer. No one cared that I was lied to. She said I was set up to get 137 channels, the price was 75.00 for first 3 months, then it would increase to 90.00. All of these were specific questions I had asked when I called to set up services from the get go. I am so dissatisfied. I am looking into completely dropping Cox and going with another company. A company that actually cares about the customer and who make things right when an employee drops the ball. Their not-so-friendly staff and uncaring reps are undoubtedly losing customer patronage for them. What a huge disappointment and waste of my time today!

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 her attempts to cancel her television service.  We sincerely regret the inconvenience that she experienced...

with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.   We confirmed she requested to disconnect service and returned the cable box in August 2014 but the service was not disconnected.   We left a message for her acknowledging her request and to apologize for the delay in disconnecting the service.    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 that she experienced with regard to this issue.  We will be happy to assist our customer when she responds to our calls.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]