Cox Communications

We are sorry to hear that our customer has experienced issues with her cable services.  Upon receiving this complaint we immediately reached out to our customer to schedule someone to come out and address her concerns. 
Our technician meet the customer at her home this evening, and...

ensured all of her issues were addressed.  We have followed up with our customer and she states that she is satisfied with the actions taken, and that all services issues have been resolved.  The customer has also been compensated for the issues that she has experienced with the services, and has our executive escalations departments direct contact information.  We appreciate the opportunity to serve our customer, and look forward to serving her for many years to come.

Ms. Goelz,
The total credits issued for cable services were $116.63.
Please let me know if you need any additional information.
Respectfully,
[redacted]
Executive Office of the Regional Manager
[redacted]

Complaint: [redacted]
I am rejecting this response because: The charges were not accurate and they had to remove the technician fee and also the 3 days of service. So their claim that the charges were accurate is infact inaccurate. Also I haven't received the apology from the associate who hung up on me and I would need a written letter of apology from Dixie.T
Sincerely,
[redacted]

We are sorry to hear that our customer has experienced
issues with getting their service issues addressed. 
Upon receipt of our customers concerns we reviewed the
reported address and are unable to find active services at this address.  Additionally we do not see an attached...

letter
that our customer suggests in the complaint detail. 
We ask that our customer makes the complaint with the correct
information so that we can ensure that our customer’s complaint is addressed
accordingly.
We thank our customer for bringing their concerns to our
attention and for being a valued Cox Customer. 
  
 
Sincerely
 
Cox Communications
Executive Escalations Se

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11314523, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11950001, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

March 20, 2015
 
 
 
We want to thank our customer for taking time from their busy schedule to bring their account issue to our attention.  The complaint that you filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved.  We apologize for the poor customer experience that was encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have addressed your complaint.  
 
On January 8, 2015 we raised the price of our essential internet from $48.99 to $52.99. In February we increased the speed of our essential internet plan from 5Mbps to 15Mbps. We also increase our Starter internet speed from 1Mbps to 5Mbps.
 
All customers, including those customers who receive a paperless bill statement, will be notified through their billing statement at least 30 days prior to the effective price change.
 
When you signed up for internet services the starter package speed was only 1Mbps. We did not change you to a different package your package speed increase in price and speed, the starter package also increased in price and speed.
 
You have since lowered your internet speed to our starter package.
 
Please accept our apology for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
 
 
 
[redacted]  
Executive Relations
###-###-####

We are sorry to hear that our customer does not accept our resolution. Our position regarding our customers concerns have not changed.  We have sent our customer their statements through FedEx in which our customers signed that they received. At this time we are unable to justify removing this debt from the consumers credit report as the debt is a valid debt that needs to be paid.  We thank our customer for bringing their concerns to our attention, and we respectfully request that the Revdex.com closes this inquiry as we have no additional information to supply. Sincerely   Cox Communications Executive Escalations Team SE

Dear Ms. [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 with the Revdex.com and would like to respond accordingly. 
Our records show that on November 13, 2014, you requested to transfer your internet service on December 1, 2014.  Prior to your services being transferred the campaign that provided you with $5.00 off of your internet service expired (10/13/2014).  This was a 12-month campaign that was added October 14, 2013 after you contacted us in regards to our rate increase. 
On November 29, 2014 your internet service was installed at your new address and your cable was installed on December 1, 2014.  You state in your complaint letter that you were offered cable service for $9.99 per month with equipment included.  In addition, you were offered free installation.  Our records indicate that the installation fee of $60.00 was credited to your account on December 12, 2014.  In addition, we submitted a request to have the campaign for the free equipment rental updated on your account.  This billing error should be corrected by your next bill cycle.
Ms. [redacted], I would like to apologize on behalf of Cox Communications for the multitude of errors that we made in transferring your service.  As a good faith gesture, I have applied a 1 (one) month service credit to your account in the amount of $81.78.  
Again, we apologize for your experience and are hopeful that we can regain your trust as your service provider.  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]
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 [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear [redacted],
 
Roman" size="3"> Cox Communications (Cox) is in receipt of your 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.
 
Per our phone conversation, I have issued a 2 month credit toward your cable services for the inconvenience of your services.  In the future, if you have any issues with your Cox services, please contact me directly.   
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]
[redacted]
[redacted]
 
 
Tell us why here...

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.
Per my original response to you dated April 8, 2016, you have
the following services. 
Our records show that you received the Advanced TV and
Essential Data services for $79.99 for 12 months with a 2 year Price Lock
Guarantee (PLG).  However, you added DVR
service for $11.99, a rental cable box for $8.50, and a rental modem of $6.99
for a monthly fee.  Our records show you
currently have a $5.00 off discount for your DVR services for 12 months so the
monthly fee is $6.99.  Your monthly
charge for 12 months is $102.47 and after tax total it is $109.04. 
Since you have added DVR service and there a rental
equipment fees, we cannot lower your monthly charge to $94.08, per your
request.  If you would like to downgrade
your services by removing the DVR service and cable box and replacing the cable
box to a mini box then your monthly fee will be $89.97 before tax.  However if you choose to keep your services
the way it is then your monthly will remain $109.04 for 12 months. 
You also requested that we remove the $20.00 step up fee from
months 13 through 24.  Unfortunately, we
cannot make any changes onto your Cox account, until your current discounts
expire.  I strongly advise you to call
into Cox on February 1, 2017 to see if we can add any discounts to help lower your
monthly fee, at that time.
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 --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist,
California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12773895, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Horrible experience with [redacted]! I got the internet package for $69 a month but as soon as I got it, I realized that I didn't have ESPN or other channels I wanted.
1st Call: I called to get the channels and the guy I talked to told me that I could get it for $92 a month... for some reason we got disconnected. They did not call me back.
2nd Call: I called again a couple days later and they said I couldn't get it for $92.00 that it would be $118.00. They said they were going to transfer me to the "right" department but I was never able to reach it.
3rd Call: Called again, told me my package was already added for $118 a month. I told them that if they were going to charge me that I was going to cancel. They said they can't do adjustments, so they transferred me to the "right department", I got ransferred to sales and they transferred me to business deparment, and they transferred me again!! I held on the phone for 20 minutes.

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.
Regards,
[redacted]

Dear [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 the disputed equipment charge on your account.  I have reviewed your account and have determined the following:
Our records show that the outstanding equipment is the EMTA (modem) that provided you with your phone service.  It does not appear that this equipment was returned with your cable boxes.  However, to maintain a positive relationship with you, I have agreed to have the equipment removed from your account and placed in a "lost" status.  This status will reverse the charge and will leave a credit balance of $56.33 which will be issued to you in the form of a refund check.  Please allow 3-4 weeks for processing.
Mr. [redacted], please accept our apologies for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your former Cox account.
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 [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is just another example of Cox getting it wrong
again.  Your technical support groups
were told of the street and sidewalk issues and chose to do nothing.  Although you did send a crew to fix the
sidewalk, there is still a dip running the whole way across the street.  Come on Cox, show a little class and fix your
mess.
Regards,
[redacted]

We are sorry to hear that a sprinkler line was hit while we are burying our customer line, and that our contractors partners worked in a way that our customer feels is unsafe.  Upon receipt of our customers concerns our Field Contractor Leadership Partners Grayco Communications reached out to...

our customer to address her concerns.     Our customer explained that she would have her “Pool Guy” repair the damage to the sprinkler line, and send the invoice for the repairs to Grayco Communication who will be paying the invoice.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused. 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 find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]