Cramer Electrical Contracting Inc

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
After contacting Cox via their *** *** and sending photographs of where I had purchased equipment and Cox indicating a mistake was made on 10/3/I received my first bill in the mail from Cox today 10/13/indicating I still had an outstanding balance due of where equipment had not been returned.
Regards,
*** ***

We can confirm that a member of Cox’s Field Leadership team has contacted the customer to address his complaintWe apologize for any inconvenienceHowever, we will continue working closely with the customer to get this issue resolved as quickly as possibleSincerely, Cox’s Executive
Resolutions team

In accordance with the customer’s request, we have taken care of the monthly charges incurred on her June and July statementsAs of August 1, 2017, her account reflects a balance of $for her unreturned equipment (Internet modem rental)Upon return of her Cox equipment, her account
will be credited $for the unreturned equipment charge
While we regret losing her as a customer, it is hope we can service her again in the near future
Sincerely,
Cox Executive Resolutions team

Cox Communications files this response in regards to complaint *** We apologize for the inconvenience this issue has caused our subscriber An error had occurred within Cox’s billing system which led to our subscriber’s payment being misappliedIn an effort to expedite and
resolve this matter Cox had issued our subscriber’s account a credit in the amount of $on 4/24/Again, Cox Communications apologizes for the inconvenience this has caused our subscriber
Sincerely,
Cox Executive Resolutions

On September 05, 2017, a member of the Cox Executive Resolutions team contacted the customer to address her complaintWe are happy to report that we were able to reach a mutual solution in regards to her price misquote
We sincerely apologize for her experienceHowever, we appreciate the
customer bringing this matter to our attention
Sincerely,
Cox Executive Resolutions team

On 9/when I received the Revdex.com complaintI have reached out to both *** and Cox Porting department and assisted in getting the two companies to talk. We were able to find out there was a glitch when *** was submitting the Port request. The request they were
sending was an old request that was already listed as Failed*** kept using the same request instead of creating a new one. Once Cox assisted *** with creating a new one, the request went thru with a PORT-out date of 9/28. However, Cox has an install at the customer's new location set on 9/29. We will complete the PORT on that day (9/29). You may close the case as I will continue to work with the customer until the PORT has been successful

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We have contacted the customer directly to address his complaintIt has been determined that there is a utilization issue, in which a node split is needed to address his Internet latency/speed issuesWe expect to have this completed within the next months
We apologize for any
inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to his concerns
Sincerely,
Cox’s Executive Resolution team

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have been too patient for the past eight monthsTheir response in no way addresses the Cox television reception ISSUES, not CONCERNS, that we are having, experiencing on multiple channels as shown in our attachments, dating from last August of until the presentWe would appreciate a more direct answer, response, one that addresses the ISSUES with our Cox television reception, not simply CONCERNSPlease view attached pictures to understand what we are experiencingOur patients is about worn to a frazzle, worn outYesterday 3/29/we had a tech (one of many) come to our home, once again, and it seems as though Cox is simply running in circles and starting at the beginning, againWe would appreciate a more direct answer to this multiple channel ISSUESWill follow with picture attachments.** and ** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

On August 1, 2017, the customer visited the local Cox Solution store to add Internet and Phone service to his Cox accountThe customer was offered a promotional discount to upgrade his serviceThe agent told him the monthly rate would be $137.46, however the promotional discount was not saved
properlyThis resulted in a much higher monthly rateThe Resolution Specialist was able to have the promotional discount corrected, reducing his monthly rate to $The Resolution Specialist also applied a credit to his account for the difference overcharged amount for the last monthsWe appreciate the customer bringing this matter to our attention, and we will continue to strive to provide flexible solutions to meet our customers’ needsSincerely, Cox’s Executive Resolutions team

I have reviewed the response offer made by the business in reference to complaint ID ***, 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 not happy with the response from Cox because it took me months to get a clear understanding of my billI was always directed to another person who never responded.No one in customer in in customer service could explain the reason for the high billsWhen you call today, the response is "that's not right" but no one understands whyI have no problem with the bill, but the solution was not correctI want another representative and also a corrected amount sent to the collection agencyRight now, cox has me owing over 4600$
Regards,
*** ***

A member of Cox’s Executive Escalations team has attempted to contact the customer and was finally able to make customer contact on October 3, 2017. The Executive Resolution Specialist (“ERS”) was able to address all the customers concerns. An additional discount was added to the
account and the new monthly rate is $173.64. The customer is aware that this rate is subject to change should we have an annual rate increaseIn addition the customer was advised that the campaigns she is currently on will start to expire as of August 2018. The customer was satisfied with the new rate and very happy that we were able to address her concerns. Sincerely Cox’s Executive Escalation’s team

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Upon receipt of the customer’s complaint, a member of Cox’s Executive Resolution team contacted the customer to address her pricing concerns
Our records confirm that an upfront credit was already applied on 10/23/to offset the remaining months of her month agreementHowever, since the
customer claims that her starting rate should have been at a lesser price, the customer has agreed for us to renew her month offer at the agreed rate of $(including taxes), thus extending the length of her promotional discounts until December Since she’s not under contract, she understands her price point excludes any company increases that may occur between now and the end of her month offer
We apologize this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to address her concerns
Sincerely,
Cox’s Executive Resolution team

Cox Communications has contacted me and we have resolved this manner to my satisfaction
Regards,
*** ***

We apologize to the customer for her experienceDue to her inconvenience, a goodwill credit in the amount of $was applied to her account on September 02, by the Cox retail representative that she spoke to
To avoid a similar event from happening in the future, we have provided coaching
feedback to our Customer Service Leadership team
Once again, we apologize for any inconvenience this may have causedAnd we appreciate the customer bringing this matter to our attention
Sincerely,
Cox Executive Resolutions team

Cox apologizes for the customer’s experience. On July 4, 2016, the customer contacted Cox’s Loyalty team. She was offered a promotional discount to add a second cable box to her home, but did not take into account the promotions ending within 30 days. Due to the misinformation she was given...

regarding the price of her account, we have sent coaching feedback to the agents involved.  The Resolution Specialist applied a credit to her account for the misquoted price, and applied new qualifying discounts in order to honor the quoted price. Her new monthly rate will be $97.96 for 12 months excluding any market wide rate increases. We appreciate the customer bringing this matter to our attention, and we will continue to strive to provide flexible solutions to meet our customers’ needs. Sincerely, Cox’s Executive Resolutions team

Cox Communications files this response in regards to complaint [redacted]. First and foremost, Cox Communications apologizes for the inconvenience this experienced has caused our subscriber. Cox apologizes for the misinformation our subscriber was provided in regards to their pricing by a third party...

Sales representative. Cox will be coaching this representative and ensuring an issue of this magnitude does not occur again. Cox will also be coaching the representatives that failed to assist the subscriber at one of our retail locations. On 8/6/15, a member of Cox Executive’s team spoke to the subscriber to address their concerns and to inform them of the actions Cox will take. The Executive Specialist applied a new offer onto the subscriber’s account lowering their monthly billing rate to $83.12 per month for the next 12 months. Also, the Executive Specialist applied a credit in the amount of $96.09 towards the subscriber’s account. The subscriber is aware of all changes made towards their account. On 8/11/15, Cox will be sending a field service technician to the subscriber’s residence to address the wiring outside of their residence. Again, Cox Communications apologizes for any inconvenience this matter had caused our subscriber.
 
 
Sincerely,
 
Cox Executive Resolutions