Cox Communications

July 13, 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 reviewed your compliant and account.  
 
After researching the complaint we found that we have not completed any work in that area recently. Upon our visit to the site we found that a gas valve was installed at the corner close to our pedestal. Upon checking pictures from google maps the gas valve is not pictured before the sidewalk was removed. The damage was not caused by Cox or any of our vendors, therefore we are not responsible for the damage. I attached our pictures from our findings.
 
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.
 
 
 
 
 
Robert S[redacted]  
Executive Relations
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10367603, 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]
 
 wish I had money to burn I would start a class action suit against cox over this issue. All they did in their response was repeat what they told me on phone. Still don't feel I should pay for service I am not using

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
stated in the original complaint that this complaint is only about the blacktop
on the street and sidewalk.  The sidewalk has been fixed on both sides of
the street, but the street is still a mess.  The only way for Cox to
resolve this complaint, is to finish the job by fixing the street.
Regards,
[redacted]

Dear Mr. [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.
 
I have requested for a $40.00 refund check to be mailed to your current mailing address at [redacted]
 
Please allow 2 to 3 weeks to receive your check.
 
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 --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

Cox Customer Care
Executive Escalations, Southeast Region
7[redacted]
 
 
 
 
July 31, 2015
 
[redacted]
 
Thank you for taking time from your busy schedule to bring the issue(s) with your Cox account or service to our attention.  We sincerely apologize for the poor customer experience, and regret any inconvenience you may have encountered.
 
Your issue was referred to our Executive Escalations Team for research and resolution. Rest assured that this team’s priority is to give your request as much attention as is needed. One of the Executive Escalations specialists attempted to contact you at ###-###-#### to address your concern. It is our goal to find the best resolution to your current issue(s) in a timely manner, without further delay. With your assistance and feedback, this can be accomplished.
 
We appreciate your patience and understanding, while affording us the opportunity to better serve you.  Please reach us at ###-###-####
 
 
 
Cox Executive Escalations SE Team

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.
 
I apologize on behalf of Cox that you do not feel valued as our customer. Due to your inconveniences and recent experiences with us, I would like to take this opportunity to regain your faith in Cox.
 
Please contact me directly at 877.982.5917 so I can set you up with an appointment with my senior technician to come out to your residence to set up your [redacted] 2 services and install a mini box at your upstairs TV.  Since we are also replacing your existing box, please ensure you watch all your recordings before we replace your existing box.  I will also waive the installation fee when my technician comes out to your residence.
I look forward to hearing from you.
 
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 --------------------------------------------------------------------------------...⇄
[redacted]
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you so much for helping me to resolve this matter so quickly .
Sincerely,
[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 and would like to respond accordingly:
In regards to the disputed contract. customers are given...

a 30-day "cool off" period which allows them the opportunity to dispute and/or cancel the contract without any penalties.  Our records show that you contacted our cusotmer service team on December 11, 2014 to dispute the contract.  Notes on the account indicate that if you chose to cancel services, all ETF's will be waived.
In regards to payments to the account, our records show that since your install date in December, you have had the following:
4 Late charges
3 Past due balances
1 NSF payment
 You state in your complaint letter that Cox deducted the funds from your finanical institute.  Please provie proof of payment so that we can ensure that your account is adjusted accordingly.
Mr. [redacted], we are disheartened to learn that your experience with Cox has been less than satisfactory.  We are hopeful that you give us an opportunity to regain your trust again.
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
###-###-####

We are sorry to hear that our customer does not accept our resolution.   When reviewing the account we see that our customer has not called to report any issues with his services since filing the complaint.  We invite our customer to give a call to our technical support team at 504 304 8444 24 hours a day 7 days a week to have a member of our field service team come and review their concerns further. We thank our customer for bringing their concerns to our attention and for being a valued cox customer.   Sincerely     Executive Escalations Team SE Cox Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10189884, and have determined that this proposed action...

would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
8 Sep - Erratic Pause/Play/Rewind functions on
live program with Master BR - Client & Guest BR - Client. 09:20 am Called [redacted]
Christopher left message on voice mail and requested call back by COB. 09:25
am Called [redacted] left message on voice mail. 11:15 am Unable to play recorded program. Get black
screen then error message “DVR Network Unavailable. Sorry, we have experienced
a problem playing back this recording. Please try again in a few minutes. If
the problem continues, please contact Cox Customer Service at ###-###-####.
Reference 2.1.2.2” Press “A” button and return to live broadcast. Get blackscreen freeze on Family Room - Master, Master BR - Client
& Guest BR - Client. Unable to use remote control. Remove AC from Master
and reboot. Playback of recordings normal on all units. 1:40 pm Called Revdex.com NOLA
for status of complaint. Transferred to voice mail and left info required for
return call. 3:37 pm Received call from [redacted] and he wants to analyze
preimeters and reset units from his office and for me to call back
(###-###-####) at 4:15 pm. 4:15 pm Called [redacted] and TX levels still too high. Set up
service call for 1500 – 1700 tomorrow 9 Sep. 
9 Sep - Cox technician [redacted], Emp # 10040, arrived at 3:00 pm and analyzed the installed system and said that there was an issue at the plant and he could not correct the problem. He discussed issues with [redacted] on the phone and said they would get back with me.
10 & 11 Sep – No response.
12 Sep - Called Cox trouble number (###-###-####) and placed another service call. This issue is not resolved as I am having the same recurring issues.
My question to Cox is why are they closing the service requests, since 1 Aug 2014, when the issues are not resolved.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for allowing Cox the...

opportunity to serve your communication needs.  We are in receipt of your complaint letter in regards to the rates you were quoted versus what you have been charged.
Our records show that when you initially started service with Cox, you took advantage of promotional rates which were not included in your Price Lock Guarantee (PLG).  On your statement (included for your records), the services that are locked under the PLG are itemized with a bold arrow.  Your statement also advises that you are taking advantage of discounts on services that are not included in the PLG.
Cox would like to apologize if this was not explained to you at the time of signing up for service.  As a result, Cox has issued a one-month service credit to your account.  A credit in the amount of $147.94 will post on your next billing statement.
Again, please accept our apologies for any frustrations we may have caused you.  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
###-###-####

Dear Revdex.com:
Calibri;">Cox Communications responds to Revdex.com case # [redacted]
Early termination fees (ETF) are standard industry practice in long term, bundled services contracts, and are wholly consistent with federal and state law. We offer customers who subscribe to a bundle a discounted monthly price; the customer in turn, agrees to continue to purchase the bundle discount for a period of 12 months. In the event the customer downgrades or cancels services in the bundle discount within the 12 month contract period a prorated early termination fee is billed to the customer’s account. In this case, our customers bundle service is associated with a contract.  With regard to the Contour  services intermittent  issue our customer has experienced we offered for a lead technician to review all once again and our customer declined.  For overall good relations,  and for this particular instance only, we  have made the decision to waive the ETF.  Our customer’s account has been  documented  accordingly for when the customer is ready to make their change in services.
We are sorry for the customers experiences and still offer the option of a service call if they change their mind.  
Thank you,
The Customer Experience team

We are sorry to hear that our customer is reporting issues with their data services.   Since our customers wife works from home we recommend our customer establish a business account.  Per Cox High Speed Internet Acceptable Use Policy, Section 4 “Residential services are to be used for...

non-business-related purposes.” Upon receipt of our customers concerns we found our customer has not reported any recent issues with their services and has consistent daily use of their data services.  At this time, we are unable to justify issuing any additional adjustments to our customers account.  While our goal is to ensure that each customer is satisfied and retain all customers we want to ensure that our customer is aware that AT&T does offer data services to their address.    We thank our customer for bringing their concerns to our attention, and invite our customer to give a call to our technical support team at (504) 304-8444, 24 hours a day 7 days a week any time they are experiencing issues with their services.     Sincerely Cox Communications Executive Escalations Team SE   4. Commercial Use. The Service is designed for personal, non-business related use of the Internet and may not be used for commercial purposes     Tell us why here...

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.
As you can see she says that she says she called me ( but she did not) I work at home and I have no messages from her so she I guess calls and hangs up?   Other people at cox cable have been able to call me for other reasons in the past 7 + years
I was recently disconected by mistake when I called 611 about another issue  and that person was able to call me back with out any problems.
The few times she did give me a phone number to call through the emails sent through the Revdex.com website < called and left a voice mail message the same day and day after.
I think its funny that my own PHONE company does not know how to leave a message on my voice mail or they are dialing the wrong number
This is not resolved
ANd the reason why is she DOES NOT call me-  my phone bill reflects that I do call them
Another NEW issue is that they still bill me for TV service that I do not want,  I returned the box about a month ago, and only want the basic plan and thats all I want.  I also want basic phone plan , no more unlimited long distance since I got a new LANDLINE with another company, I want to keep my BASIC phone service but no free long distance - I still use my home phone as a FAX LINE when its on
Regards,
[redacted], [redacted]

Dear Mr. [redacted],
Let me begin by apologizing for not returning your call within the time outlined on my voice mail.  I have reviewed your attached online quote and have adjusted your account accordingly.  As a result of your experience, I have also applied a one-month service credit to your account.
I am available for any additional questions and/or concerns you may have regarding your Cox account. 
Respectfully,
 
[redacted]
Office of the General Manager
[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 have discussed this issue with [redacted] and others for years. I've attempted to resolve this ongoing issue of horrible customer service with anyone at Cox that would listen. The end result is some (not all) were sympathetic to my situation but no one I have ever talked to were in the position to actually do anything about it. 
From my experience of being a customer of Cox for the past 17 years is that of watching this company expand and grow and experiencing customer service go from being local to being farmed out to sub contractors all over the USA. In doing so they created a system of preventing customers from complaining to anyone that has the authority to do anything about the complaints.
Another words they have created a system within there company that mirrors the "Peter Principle". They have grown to such an extent that they have now become incompetent in there customer service area and their does not seem to be any solution to it.
If you were able to talk to anyone in the company other then their talking ([redacted]) heads, you would find no disagreement with my observation. As these individuals are aware of this situation because I'm not the only customer upset about this intolerable situation.
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 did call this person,,the day I received this response, I called twice,,and I left an extended voicemail, her message stated she would respond within 24 hours;however, I have not heard one word from her, I did call twice again today, and left another extended message about my extreme dissapointment that there is a continuance of zero follow through,,even after filing my Revdex.com complaint,,and yet again no response from cox cable other than this email. I feel as though I am still just getting passed off,,and no resolution..
Regards,
[redacted]

January 12, 2015
 
 
 
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 get his concern resolved.  We apologize for the poor customer experience that he encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your complaint and account.
 
Our initial response has not changed.
 
We cannot offer you the preferred level package for $39.99 per month; however we can upgrade you at a fair price of $49.99.
 
Please allow me to reassure you that we have addressed all of your concerns.
 
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
###-###-####

This response was written on behalf of the complaint made by [redacted] on July 26, 2017 to the Revdex.com.  The primary concern stated was having to call Cox daily for internet and phone issues causing disruption to their business.  On August 8, 2017 Cox made contact with Ms....

[redacted] to discuss her complaint.  A Cox in house technican was dispatched on August 9, 2017 for further investigation of the ongoing issues.  The technican determined that the firmware on one of the pieces of equipment needed an update and that was corrected.  Additionaly a new line was ran and installed.  As of August 11, 2017 the issues were resolved and we believe Ms. [redacted] is satisfied with the resolution.  Thank you for the opportunity to explain this matter and we apologize for any inconvienience caused. Thank you, Cox Communications

Dear Mr. [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 your dispute of international calls billed to your...

account.
Our records indicate that you contacted us on September 26, 2014 to dispute the validity of these calls.  At that time, you were advised that the disputed calls would be investigated and you will be notified of the results in writing within 60-days.  We ask that you continue to pay your undisputed balance during the time of our investigation.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####