Cramer Electrical Contracting Inc

Cox Communications files this response in regards to complaint [redacted] . First and foremost, Cox Communications apologizes for any inconvenience that this matter has caused our  subscriber. This matter was escalated to Cox Business for further assistance and additional support. On 7/22/15, a...

member of Cox’s Business team contacted the subscriber to review and address their concerns. The paperwork needed for the transfer/new install was sent to the subscriber on 7/22/15.  Since then Cox has received the completed paperwork from the subscriber. The subscriber’s installation date will be on 7/29/15. As promised Cox Business will be crediting the expedite fees of  $125.00 once the installation is completed on 7/29/15. Cox Communications Business department will be coaching and addressing each representative that played role within this complaint. Again, Cox Communications apologizes the inconvenience this matter caused our subscriber.
 
Sincerely,
 
Cox Executive Resolutions

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]

The issue has been resolved.  A member of the Executive Resolution team has contacted the customer and confirmed the drop was buried as of 9/28/15.  Cox has applied a 20% discount towards their service for the next 12 months.  Their new monthly rate will be...

$52.79 providing we don’t have a rate increase during the next 12 months.   In addition a $100.00 good will credit has been applied to the account.   Customer was satisfied with the resolution.  Thank you the Cox Executive Resolution Team

8/18/15: Cox Communications has set an appointment for Saturday, August 22, to check our internet service.  The issue has always been the internet and its connection. . Thank you. [redacted]

Upon receipt of the customer’s complaint, a field technician supervisor has contacted the customer to address her concerns. A member of Cox’s Executive Resolution team also contacted the customer to ensure that her services were adjusted and credited accordingly, while further ensuring that she was...

given the appropriate contact information in the event she has any additional questions. We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concerns.
 
Sincerely,
 
Cox’s Executive Resolution team

A member of the Executive Resolution Team attempted to contact you in reference to your response on October 14, 2015 but was unsuccessful.  A voicemail was left with the details below.
The bill you received in the mail was printed on September 28, 2015 and the credit was applied on October 5, 2015.  Since the credit was applied after the bill was printed, it will not show the adjusted balance.  However, the credit has been applied and there is no balance due on the account at this time.
We sincerely apologize for any inconvenience this has caused and appreciate the opportunity to address this concern.
 
Sincerely,
Cox's Executive Resolution Team

Cox’s autopay was assigned successfully to the customer’s account on September 06, 2016. The following bill message is reflected on his Cox statement dated October 02, 2016:  **Auto Payment On Your Due Date - Do Not Pay** Additionally, the aforementioned late fees, as well as an installation...

charge of $50.00, were credited to his account. These adjustments are reflected on his Cox statements dated September 02, 2016 and October 02, 2016 We sincerely apologize for the amount of time and number of phone calls it took for the customer to get this corrected. However, we will continually strive to provide our customers with the best service possible. Sincerely, Cox Executive Resolutions team

On September 16, 2017, a member of Cox’s Resolutions team spoke with the customer in reference to his balance and equipment charges. The customer was incorrectly charged multiple times for Cox Homelife equipment. The customer was overcharged by $258.34 but had already received partial adjustments...

for this error.  The Resolution Specialist was able to adjust the remaining incorrect charges. Currently the customer has a credit balance of $157.16 which will apply to his next billing statement. His current monthly rate is $226.45 which is subject to change with any future rate changes. We appreciate the customer allowing Cox the opportunity to address his concerns, and we will continue to strive to provide flexible solutions to meet our customers’ needs. Sincerely, Cox’s Executive Resolutions team

I have reviewed the response offer 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.
[redacted] and another technician came to my home Saturday, August 22 and spent 2-1/2 hours trying to resolve the problems, but I am still having the same issues.  I hope you are researching the problem further, I would just like to be updated with a phone call to let me know the next step.
Regards,
[redacted]

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]

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]

A member of Cox’s Executive Resolution team has contacted the customer in reference to his concerns. It was determined by the Executive Resolution Specialist that the free internet upgrade was not explained to the customer in the full context of the agreement by the Cox Sales Representative or on...

our website.
Due to the inconvenience and misinformation, the Sales Representative offered to apply a new monthly promotional discount for the next 12 months and a lump sum credit to offset the difference in the quoted amount and the increase the customer experienced. We appreciate his acceptance of this offer and have applied the promotion and credit to his account as of 11-24-15.
We apologize that this matter was not addressed sooner. However, we will continue to strive to provide you with the best possible service in the future.
Sincerely,
Cox’s Executive Resolution Team

I have talked with the Field Ops Supervisor [redacted] and he did say part of the problem could be the location because the modem and the router are on the bottom floor of a split level home.  He is going to try to reach the customer so he can install a WIFI extender to see If that will help with the problem.  I will update you more after the extender is put in to confirm if it helps with the issue.  [redacted] | Executive Customer Resolutions Specialist

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]

A member of Cox’s Executive Resolution team spoke with the customer on January 19, 2017. Our records reflect that the customer only paid for services that were rendered to him, however he spoke with a Billing Representative on December 31, 2016 who applied an invalid $63.98 credit. The agent told...

the customer that he would be getting a $67.37 refund. Even though this refund is not warranted, the Executive Resolution Specialist has escalated the matter and approved the quoted refund. The $67.37 refund check will be mailed to his address on approximately January 27, 2017 and can take up to 10 business days to be delivered.We appreciate the customer allowing Cox the opportunity to address his concerns. In the event he has any further questions about this matter, he may contact the Executive Resolution Specialist at the number provided to him.Sincerely,Cox’s Executive Resolutions Team

I have reviewed the response offer 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 scheduling another service call for next week.   The service is really bad.   I even had the "boost" added to internet service.Cox confirmed that a "block" was added to stop reception of our local channels.  This is just wrong!!!  I took cable out over 2 years ago but was able to receive the local channels.  I think this should be illegal!  They are trying to force people to purchase cable packages.As far as I am concerned, this problem has not been resolved!
Regards,
[redacted]

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 have contacted Cox Communications multiple times and have not heard back from them as to what is the resolution.  Ms. [redacted] contacted via e-mail and I responded to that.    She also called and left a voicemail and I responded by leaving a voicemail.  I have yet to hear from her or [redacted], the supervisor who was suppose to contact me.   The speeds of the service were noted on the last service call in which the technician test for about 2.5 to 3 hours.  The speeds fluctuated a lot.  Those results of the testing were sent to [redacted].   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com,
 
Cox Communications files this response in regards to complaint [redacted]  First and foremost, we apologize to our subscriber for the inconvenience this matter has caused them.  Cox takes this matter very seriously and will be coaching each and every representative that...

played in role this complaint. On 8/13/15, a member of Cox’s Executive Resolutions team contacted the subscriber to apologize and to address their concerns. The member of Executive team issued the subscriber’s account a credit adjustment in the amount of $149.03. The subscriber was pleased and satisfied with the adjustment made towards her account. Again, Cox Communications apologizes for the any inconvenience this matter has caused our subscriber.
 
Sincerely,
 
Cox Executive Resolutions

I have not heard anymore updates from the Supervisor [redacted] and I have been leaving messages to see if he has contacted the customer yet. [redacted] was supposed to call the customer last Friday to confirm the speed.  Originally he believed the customer was supposed to be getting a speed of up to a 100 MBPS, however the speed they should be getting is up to 50MBPS with the Preferred level of service.  In my last conversation [redacted] stated he believed the customer was getting around 50MBPS.     Since I haven’t been able to reach [redacted] to confirm if he has spoken with the customer or not, I just called and left my contact information on their voicemail.  I have asked them to confirm what speed they are getting hard wired.  I left a message explaining what speed they should be getting.  If they are getting somewhere from 40-50MBPS then they are getting the correct speed.   We can still put in a WIFI extender to help with the connectivity problem if they would like.   I am also sending an email to the customer today to see if they can confirm the speeds they are getting.

According to Cox’s records, the reason for the customer’s bill increase is due to his promotional campaign expiring. Since this complaint was filed, the customer has agreed to a new monthly rate.
 
We apologize for any confusion this may have caused. And we appreciate the customer allowing...

Cox the opportunity to address his concerns.
 
Sincerely,
 
Cox's Executive Resolutions team