Cox Communications

Dear [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to the external wiring that services your building.  I have...

interviewed [redacted] and the technicians that have conducted service at your property and have determined the following:
Our records show that the internal wiring was installed in order to provide adequate service to our customer.  You contacted our Field Supervisor, [redacted] to discuss the cosmetic view of the wiring.  At that time, [redacted] offered to have someone out to correct the view but did not agree to remove the cable.
You state in your complaint letter that Cox did not obtain written authorization from the HOA.  Per the customer that was installed, the property does not have an HOA.  If this is incorrect, please have your HOA management contact me directly so that we may resolve all outstanding issues at the property.
Respectfully, 
 
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

Dear Mr. [redacted],

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Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your email address to the City of San Diego in regards to your Cox billing.  I have conducted a thorough review of your account and have determined the following:
 
Our records show that I personally spoke with you on June 25, 2014 in regards to your monthly recurring rate.  At that time, I added a 12-month promotion to your account that provided you with free Expanded cable for 12-months.  I have very specific notes on your account that indicate I advised you the discount was valid for 12-months. 
 
In your email below you state that you have a 1-year contract with the monthly recurring rate of $128.52.  Our records do not show that you are under contract.  The last contract that was assigned to your account expired April 1, 2014.
 
At this time, you are currently taking advantage of the following discounts:
Free Expanded cable ($51.00 value) for 12-months
Expires 6/24/2015
$5.99 discount on premium channel for 12-months
Expires April 8, 2016
$5.00 discount on DVR service for 12-months
Expires April 8, 2016
$15.00 off any 2-3 product combo for 24-months (Minimum tier of internet required is Essential)
Expires 4/8/2017
Because of our large customer base, Cox is unable to customize each statement that is mailed to our customers to outline their discounts.  In addition, as referenced above, several of our customers take advantage of multiple discounts that expire at various times. 
 
Please accept our apologies if the duration of your discounts were not explained to you at the time they were added.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention.  The complaint that he filed was sent to our attention for research and resolution.  We are sorry to hear that our customer felt that he had no other recourse than to contact...

the Revdex.com to have his concern resolved.  We apologize for the poor customer experience that he encountered.   We reviewed our customer’s complaint and Cox account, when we received the complaint on 10/19/15.  We found that a trouble call had been scheduled for 1-3PM on that same day.  The trouble call was assigned to one of our in-house, expert techs.  We made our tech and his Field supervisor aware of our customer’s complaint to the Revdex.com.Our expert tech and his Field supervisor met with our customer, on 10/19/15.  They found some ingress in the area and reported it to our Plant/Maintenance department.  One of our Plant techs began to address the ingress issue on the same day.  Our expert tech will follow-up with our customer, on 10/22/15, as our customer requested.  He will ensure that the ingress issue is resolved and finish addressing our customer’s reported problem, at that time.Thank you,Cox Executive Escalations SE

Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve you communication needs.  On behalf of Cox, I would like to apologize for the inconvenience we caused you while attempting to resolve your service concern.  As a result of your experience, I...

have applied a one-month service credit to your account.  This adjustment will reflect on your next billing statement.
Again, we would like to apologize for your experience.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

All [redacted] services (TV, phone and internet) when out on Saturday. I called for service and was told that earliest appointment was Monday. When I called Monday morning I was told that someone had been there on Sunday. I was home all day Sunday, and no one was there, nor had I received a message. The earliest appointment was now Tuesday. I'm not available on Tuesday so this moves to Wednesday. That's 4 days to get a service call. My wife works at home, and my son needs to get his homework. I need to a service that I can count on and [redacted] is NOT it.

Dear Revdex.com:
Cox Communications responds to the rejection for Revdex.com Complaint # [redacted].
As mentioned previously,  a technical issue with  our vendor who processes our refunds  occured. Unknow to Cox  agents assisting our customer that an issue was at hand, a submission was done for 9.9.14 for another refund and the reason for  conflicting information with respect to a refund mail date. Once reviewed and the issue discovered, our vendor advised our team that the refund check would be mailed as of 9.16.14. The information we are providing is the confimation that a check was processed by the vendor and could take 10-15 business days to be received. 
Again, we are sorry for the events and conflicting information.    
Thank you,
The Cox Experience team

At Cox Communications Customer Satisfaction is our number
one goal!  We are sorry to hear that our customer has concerns with her
billing, and had to escalate their issue to the Revdex.com.  I have reviewed the account and found the customer was
paying a promotional price of...

$9.99 for the DVR Service.  Before removing the DVR service our customer’s
statement was $132.40.   Keeping with our mission statement “to be the
most trusted provider”, I have placed a campaign on the customer’s account to
reduce the statement to $131.65 until the price lock agreement expires on our customer’s
account on June 23 2016.  I have dropped
shipped our customer a DVR box which she should receive in the two business days,
and a return box that will be coming after that to return the HD Box. We thank our customer for bringing her concerns to our
attention, and apologize for any inconveniences that this has caused.  Thanks for choosing Cox Communications.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12253026, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The problems with Cox internet continued. Despite my request to have a supervisor come out, another independent contractor came. Fortunately, this person accomplished the repair on August 4, 2017 by replacing the modem. Imagine, four service calls later, the equipment was fixed by doing something that was overlooked by all previous repair employees. On August 1, 2017 I spent over an hour on the phone with the internet department. This wasn't the first lengthy call with Cox. If my file were examined more closely, it would indicate that there have been 3 or 4 service calls since January, 2017. The tech of July 14 did not repair the problem as noted in your records. He told me that I was not being patient enough. All of the patience in the world would not repair a broken moden. Please explain your statement of the TV being on the "incorrect channel". The July 14 tech provided a new remote, thus actively disproving your statement that the TV was on the wrong channel. It should be noted that this is approximately my fourth replacement of the remote. Again, Chanel (###-###-####) did not make the promised call for follow-up. She alleged that she had, but the number was not recorded on caller ID. hSe did not return the three or four calls that I made to he. Due to her negligence, I was unable to tell her that we again did not have service. In view of the lack of service despite numerous service calls, Cox's false reporting, and the amount of time devoted to phone calls and service calls, we would like to have the rest of the year comped.       
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 07/01/2015 and assigned the complaint ID of [redacted].
Cox Communications extends our apologies for the service experience our customer experienced that led to their disconnecting their service.  A review of the account shows that the credits promised to our customer were applied to the account in May and June of 2015. In May, the same period in which the Early Termination Fee (“ETF”) was assessed, a credit was applied for a portion of the ETF.  In June when our customer spoke with a Supervisor the credit for services, which was discussed originally in April, was applied to the account.
The credits applied to the account were not removed, they remain and the amount recently paid was the correct amount due.   Our customer has been made aware of our findings verbally and has our direct contact information if there are any additional questions.
Sincerely, Cox Communications Executive Resolution Team

Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox...

the opportunity to service your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to the technical services you are experiencing.  I have conducted a thorough review of your account and have determined the following:
Our records show that on December 23 you contacted our technical support department to report issues with your digital video recorder (DVR).  At that time, your account was issued a 1-month DVR credit of $10.69.  In addition, there were arrangements to swap out your DVR box on  January 3, 2014.  Our records show this appointment was cancelled on January 2, 2014.
January 21, 2014 you contacted our technical support team to report issues with your DVR equipment.  Notes on the account state you declined having the box exchanged.
January 23, 2014 you contacted our technical support team to report issues with your DVR equipment.  At that time, we arrange for your equipment to be swapped on January 24, 2014. 
February 9, 2014 you contacted oru technical support team to report further issues with your DVR equipment.  As a result, we sent a technician to your home on February 11, 2014.  The technician determined that there was a bad fitting located outside of your home.  As a result, the two-way signal was degraded.
As a result of your experience, I have applied an adjustment to your account in the amount of $81.69.  This amount is equivalent to one-month of cable service.
We are hopeful that that the technician visit on February 11, 2014 has resolved your service concerns.
I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

Revdex.com:
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.Good morning [redacted]
I filed a complaint this summer regarding the poor service I have with Cox
Im a IT working remotely to my client online.
im paying for the max speed and several time, the cox tech came to my place to replace cables, modem…
im in contact with the main engineer working at the Cox office in Oceanside and he knows that my issue is not coming  from my condo, its between the main tech office and my place 4 miles again
yesterday & this am im not able to work from home, I need to go to a friend’s house or [redacted] to be able to make my salary
Im very tired of that situation and dont understand as a tech that Cox is not able to fix my issue
thats probably the problem with big companies, they are to busy…
Thank you and will appreciate your help 
[redacted]

We are sorry to hear that our customer experienced issues with their services.Upon receipt of our customers concerns we have unsuccessfully attempted to reach our customer to confirm that their issues are resolved.  Our records indicate the ESR was resolved on 12/29.  We have issued an adjustment in the amount of $ 31.16 to our customers account for the issues they experienced.  We thank our customer for bringing their concerns to our attention and for being a valued cox customer. Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complain[redacted]3, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thankful for all of those people involved  in resolving this matter .Im happy with the offer to replace the  receiver if it does act up another time .Thank you [redacted]

Dear Mr. [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 in disconnecting your service.  I have reviewed your account and have determined the following:
Our records indicate that on January 24, 2015 you contacted our customer service team requesting to disconnect your Cox account effective January 31, 2015.  Per your request, service and billing was stopped on January 31, 2015.  I have attached your final statement that confirms the disconnect date and the prorated credits to your account (reference page 2 of 4, partial month services). 
On February 10, 2015, Cox received the outstanding equipment that was assigned to your account Cox account. 
Please accept our apologies for any inconvenience we may have caused you.  I am available for any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of The Regional Manager
Cox Communications, California
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11588480, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
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 so sick and tired of asking for a direct phone number of someone that actually returns phone calls..  THE LAST number given , I called 3 or 4 times, I left message for the lady that sent last message through the Revdex.com.
AN EXAMPLE of COX CUSTOMER SERVIVCE AND WHY I prefer NOT to call that number is ..........I HAVE SPENT HOURS AND HOURS AND HOURS on the phone with them.. I have been disconected so many times... 
MY phone bill will reflect how manytimes, and hours I spent when calling them and the 611 number
I also called you...... I have no messages from you on my voice mail , IF the line is busy , that means call back when its not... 
ANOTHER EXAMPLE OF CUSTOMEre SERVICE
I RECEIVED A NOTE ON MY DOOR FROM COX CABLE THAT SAYS "  Sorry WE MISSED YOU "  Please call to reschedule ??
I NEVER CALLED FOR ANYONE to come to the house...... so once again, a big mess up, I never had an appointment, , WHO set this appointment
IF you dont believe me, I still have the note <  A green and BLUE door hanger"  
I want direct number for a management person, NOT their answering machine , I called and nobody ever answers phone, I want a NAME and number of who to ask for, if its a direct number to an answering machine or voice mail, I would like a number for a recpetionist that is a HUMAN , wher eI dont have to listen to all the silly cox advertisements, and talk to people tha thave no clue on how to help me..  MY phone record will prove how manytimes I have called, been on hold, called back disconected... and it happens way to much
I have to ARGUE with people to just get a manager on the phone,, and sometimes I do notSTOP telling me the same old story over and over again, 
I WANT YOUR OFFICES PHONE NUMBER not the phone number for the customer service mary go round 
How hard is this? 
WHEN YOU CALL and phone stops ringing , that is your que to start talking and leave message.. if its busy, call back later
DO not call me form a toll free number, those calls do not get through
Regards,
[redacted]

Dear [redacted],
 
Cox Communications (Cox) is in receipt of your rebuttal complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
 
I have spoken with Credit Control Corporation and they have advised me that they have attempted to contact you three times.  The third attempt was on May 12, 2016.  However, they will attempt to contact you May 17, 2016 as well.
 
Please contact our third party collection agency regarding the write off balance from your closed Cox account.  They provided me a toll free number for you to contact.
 
[redacted]
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 9:00am to 5:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄
Executive Customer Resolutions Specialist, California
[redacted]
[redacted]

We are sorry to hear that our customer has concerns with slow speeds. Upon receipt of our customers concerns our Executive Escalations Team reached out to our customer and scheduled a time to address their concerns.  Our field service team met with our customer on March 14, and determined...

the root cause of our customers issue was a faulty wireless router.  After replacing the router our technician and customer confirmed they were receiving the correct speeds. Our Executive Escalations Team Member followed up with our customer on March 19.  Our customer confirmed that the services has been working well since our field service team came to the home.  Our Executive Escalations Team Member has applied an adjustment in the amount of $62.13 to our customers account for the issues they experienced. We thank our customer for their willingness to work with us to resolve their concerns, and look forward to servicing our customers entertainment needs for years to come.   Sincerely   Cox Communications Executive Escalations SE Tell us why here...

We are sorry to hear that our customer had concerns with their service. Upon receipt of our customers concerns we reached out to our customer who reports that all of his services are working at this time, and he does not have any additional questions or concerns.  We have ensured that our...

customer was compensated for the service issues that they experienced.  We thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer.   Sincerely,   Cox Communications Executive Escalations Team SE

Revdex.com:
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.
 
Every year for several years I have contacted your "loyalty department" and been given a discount which included the exact amount that I would be paying for one year, a locked-in amount. I may be old; but I'm not senile and this year was no different. As every previous time I was NOT told it was just a 20% discount; but a 20% discount and given the exact amount that I would be paying for the following year. You continue to insult my intelligence and waste my time. In all previous years I phoned, received the discount and went on with my life. This time I was totally taken aback when receiving a higher charge than promised which resulted in my calling your company, speaking first to a representative then his supervisor, then phoning the Revdex.com and finally filling in the complaint form. While I am retired, my time is still valuable to me and you have caused me to waste considerable time and effort as well as unnecessary stress. I WAS GIVEN THE EXACT AMOUNT THAT I WOULD BE PAYING, NOT JUST THE PERCENTAGE DISCOUNT!
 
I think the least you could do is reimburse me for my wasted time and effort by crediting my account a reasonable amount. Though your company takes advantage of its "semi-monopoly" status to extract higher prices and profits than would occur if there was true market competition, something our government fails to deal with/regulate, in the past I have always received, for the most part, excellent service; both in home repairs and when contacting your office, so this was completely unexpected.  I say "for the most part" because several years ago I had problems with static on my phone. Several times someone came to the house. Several times I had to wait at home. The first one said it was one of my phones that was defective so I threw it out (I asked how a phone with receiver down could cause static on another phone; but he said I should trust him). The next one said it was one of the cords from phone to wall. And so it went until the last repairman said there was absolutely nothing wrong with anything in my house; but I was in an old neighborhood with old wires on phone poles in the alley and he fixed it. So, I lost a perfectly good phone and many hours at staying at home; but they did arrive on time and were friendly, just incompetent. The final repairman had actually been with your company quite a few years. I guess I should have complained then since the phone cost about $40; but I was just happy to finally get rid of the static.  From time to time I have re-experienced static; but your repairmen have gone up the ladder and fixed the old connections in the alley.
 
For the time being I will continue with your internet and phone services; but that could change. A number of my friends have discontinued cable TV (they simply purchased digital antenna) and gone with [redacted]. Others are considering doing the same. If you want to keep me as a loyal customer then you have to take responsibility for what happened, not try to insult my intelligence and memory with a claim that all I received was the 20% discount, not a locked-in rate.
Regards,
[redacted]