Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their Cox account.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns...

with their account, we were able to speak to our customer directly on 9/9/16. During our call with our customer we were able to come to an agreement on a courtesy adjustment for the installation fee in question and scheduled the installation request for a date of our customer’s choosing. We are confident the issue at hand has been resolved.   It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted] Executive Resolutions Cox Communications

We appreciate our customer taking the time to file their additional concerns regarding their former Cox account.  As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the...

disconnection of service was completed as requested on 5/14/16. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (Cable receiver and modem) were not returned within ten days of the disconnection, unreturned equipment fees totaling $401.57 were applied to the account. While the cable receiver has been returned as of 6/23/16, resulting in $269.88 in equipment charges being removed, the modem (serial number [redacted]) has yet to be returned to our company. Once the modem has been returned to Cox Communications, the remaining equipment fee of $131.69 will be removed from the account, which will leave the account with a zero balance. Our customer may return this equipment to any Cox Retail location, request to have a prepaid shipment box sent, or have a technician visit the home to pick up the equipment for a fee of $20.00. Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and are working on a resolution.It is always our goal to provide our...

customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Cox Communication left me a voice-mail on what they thought was the issue and that they would investigate their theory.  I have since called the number given by Cox three times and theyou have not returned my call.  According to their recording,  they return calls within 24 hours;  however,  after a week, I still have not received a return call.  All of my calls to Cox has been within normal business hours.  The theory they left on my voice-mail was inaccurate.  They stated I "may have had two had two specials " and one expired.  But that is not true.  I only had one special which is the price protection plan - no other discounts were on my account.  Because Cox will not return my calls, this issue has not been resolved.  I hope you can assist with a resolution.

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

We appreciate our customer taking the time to voice their additional concerns regarding the billing for their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this complaint we have attempted to reach our customer by telephone and e-mail on 10/2/17 and 10/3/17 but thus far have been unsuccessful on all attempts. Although we have not yet spoken with our customer regarding this rebuttal, we must again reiterate that the appropriate adjustments have been made to our customer’s account to honor the monthly rate they were quoted on 8/2/17. Additionally, this information was disclosed to our customer directly when they spoke to our Corporate Care Department on 9/29/17. At this juncture our company does consider this matter to be closed.   It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

On
November 22, 2016 a Cox field specialist was dispatched to review the service
issues brought to our attention. The
specialist investigated our service delivery from the exterior of the residence
to the back of the modem and was able to rule out service delivery as an issue.  At this point, due to heave congestion
detected from neighboring wireless networks on the 2.4 frequency, he elected to
replace the single band modem for a dual band. 
This provides the customer with two frequencies to connect wirelessly
and an attempt to avoid the many wireless networks broadcasting within his
complex.  Testing with the new modem
showed we were receiving 160 mbps wirelessly on the 5.0 and 60 mbps on the
2.4 frequency.  Our customer called our
technician directly last night reporting further issues while using his cell
phone.  The field specialist verified both
the 5g on his work phone streaming a video and 2.4g on his Blu-ray player
streaming Netflix with no drops or issues detected.  Further investigation from our monitoring software
continues to show the signal strength received by the modem as optimal on the
24 ds and 4 us channels.  Customer was directed
to his cellular provider for assistance. 
Cox provides the subscribed bandwidth (up to 150 mbps on this tier) while
hardwired to the modem.  We are unable to
guarantee the same bandwidth wirelessly. 
Out technical support teams are available 24 x 7 365 a year at ###-###-####
for immediate assistance.     
 As of Wednesday November 23, 2016 we have verified the service
as working as designed and are closing this complaint.  We appreciate the opportunity that the Revdex.com
has given to us to respond to this rebuttal.
Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding the prices quoted for his services and the changes he requested.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon...

receipt of this complaint, we researched and confirmed the customer’s quoted rate and changes he requested to the services. As the customer had already disconnected his services at the time we spoke, we backdated the pricing to honor the information provided on the original call. The final balance on the account was discussed and the customer agreed to pay it when he returned the equipment. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customer’s perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications

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

Dear [redacted],As a good faith gesture, I have removed the modem rental fee and updated it as a "purchased" modem.  This will reduce your monthly rate by the $6.99 modem rental fee.Please feel free to contact me with any additional questions and/or concerns.Respectfully, Sylvia L. D[redacted]###-###-####

I don't trust [redacted]s response. He gives you no actual amount of credit I will receive. He gives you no amount I will be charged.  He is deceptive in stating that I refused to speak with him.  I stopped  taking his calls when he kept trying to put words in my mouth.  Instead I contacted a lawyer and told [redacted] to talk to the lawyer.  It was only at that point that [redacted] was willing to give me a credit of any kind.  Luis never called my lawyer.  There is no way for me to determine what they will actually be charging or crediting until November 19 when my bill is generated.  I need have until then to determine if their response is acceptable.  Below is the confusing set of number they have for my account right now.My recent activity on Cox. com shows this:10/29/2015 A/R Adjustment - Single S ($49.68)10/29/2015 A/R Adjustment - Single S ($12.39)10/28/2015 Free Preview $0.0010/28/2015 Cox Bundle Benefit ($11.00)10/28/2015 Cox Bundle Promotional Di ($36.67)10/28/2015 Cox High Speed Internet $0.0010/28/2015 Digital Telephone $0.0010/28/2015 DVR Service ($3.67)10/28/2015 Monthly Services Credit ($400.00)10/19/2015 Video Campaign Discount ($18.50)10/19/2015 Internet Campaign Discount ($18.50)10/19/2015 CHSI Preferred Package Di ($2.00)10/19/2015 Cox Digital Telephone Pac ($18.98)10/19/2015 Federal Excise Tax Credit ($0.90)10/19/2015 Statement Taxes $0.0010/19/2015 Statement Taxes $0.0010/14/2015 Payment Processed VISA ($49.73)10/14/2015 Payment Processed VISA ($84.49)10/14/2015 Payment Processed VISA ($46.49)Recent Charges (Unbilled)Date Description Amount10/29/2015 A/R Adjustment - Single S $62.0710/28/2015 Video Campaign Discount $13.5710/28/2015 Internet Campaign Discoun $13.5710/19/2015 Cox TV Starter $23.9910/19/2015 Expanded Service $47.0010/19/2015 Advanced TV Service $3.0010/19/2015 DVR Service $11.9910/19/2015 Contour Receiver $8.5010/19/2015 Preferred Internet Servic $66.9910/19/2015 FCC Access Charge $7.1010/19/2015 Basic Monthly Service $13.9910/19/2015 Premier Feature Pak $15.9910/19/2015 Voice Mail* $8.9910/19/2015 Unlimited Long Distance $15.00Then on my [redacted] message I received this:Cox
CommunicationsHi
[redacted] was hoping to speak with you, but asked that I relay his message.
Luis was able to reduce your monthly rate to $147.38 (tax included) per your
10/26/15 phone conversation. The rate of $147.38 includes the following
discounts:•
$50 Bronze Bundle discount for 12 months • $15 Bundle discount for 12 months •
$5 off DVR service for 12 monthsThe
$50 Bronze Bundle discount and the $15 secondary Bundle discount both expire on
11/18/16; while the $5 off DVR service expires on 10/27/16. Please note that
since you no longer have a Price Lock Guarantee on your account, your rates for
Cox TV Starter, Expanded TV, Advanced TV, Internet service, and Telephone
service are subject to local rate increases during the 12 month term of the
discounts. Also, as we are unable to honor the monthly rate as quoted by
E-Care, [redacted] has applied a one-time credit of $422.26 to your account. This
credit is what you previously referred to as a “refund for the 12 months of
overcharging.” We
hope these account adjustments meet with your satisfaction. Sincerely, BeckySince they have not honored the original promised price.  I can't trust what they've written ($422.26 credit and 12 month rate of $147.38) until I see the bill.Thank you,[redacted]

We are sorry to hear our business customer was negatively impacted by their account billing.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and...

consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I am just sick that I once again was lied to, deceived and cheated by Cox. I never received the 24 month contract. Cox once again found a deceptive way around price locks and contracts to receive more money from their loyal customers by attaching a specific charge under "surcharge fees." I don't watch sports and am sick that I'm being charged an additional $6.00 a month for a product I will never use. When I asked Jessica on 8-27-16 if my bill would increase under any circumstances ans she said NO, I actually believed her. This gives Cox the right to increase my bill under "other fees and surcharges" to any amount they want over the next 18 months. What is my recourse? My bill will increase by $20.00 in August of this year which I agreed to and I know Cox will find other ways to charge me more that they deem "legal"and I deem deceptive. I am so sick about being cheated and am stuck for another 18 months whether I can afford it or not! Why didn't Tammy explain this THOROUGHLY to me on 1-26-17 and when I first called. My bill has now increased by $7.00 a month and can at anytime increase much higher. Then in August of 2017 I'll be paying $27.00 more per month instead of the $20 I had budgeted for. It can go higher and higher when ever Cox chooses to be greedy! I am sad and sick that a company would engage in such deceptive business practices. Shame on you Cox! Doing business with you is sickening particularly with my history of poor product delivery for years and the many hours o fmine that you wasted sending technicians to my house to fix a broken product whether cable or internet.

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address...

their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Thank you for taking the time to look into this matter.  I also appreciate and gladly accept the resolution provided for the equipment, I only wish we could of resolved this without the inclusion of a third party.  Your resolution seems to have omitted any details on the other two details I had submitted for review.  I had requested a review of my account for what I believe to be overcharges for premium internet services versus lower level service since I was not informed of the need to upgrade my equipment to updated equipment so that I would be capable of running the upgraded service I was offered in 2016.  I do apologize for referring to cable service in my complaint as apposed to internet service(which is what I intended), and hope this did not cause confusion.  The resolution does not mention anything about this and if a decision was rendered I would appreciate an explanation.  There seems to be about a 20 dollar difference in each level of internet service and feel like I should have only been charged for the service my equipment was capable of handling.  We as consumers do not have the expertise to decide this and look to the professionals to inform us of what is required when service is upgraded.  The other request for resolution was an apology or acknowledgement that Cox main headquarters was aware of how the phoenix regional area responds to its customers since I was informed countless times that cox has no regional offices or supervision available for dispute resolutions.  If the main headquarters approves of how their regions operate and it is in line with their business model then that is their choice but just thought they should be aware of how the customers are made to feel in the Phoenix Area.  Web site shows Jim Robbins as regional leader but he nor any members of his staff are available in our region.  Thank you in advance for your time.

Here is the email I have sent the customer as they are resolved:  Acct Nbr           [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
*Revdex.com Complaint#[redacted] Good afternoon Ms. [redacted], I want to...

thank you for your feedback on the Revdex.com Complaint #[redacted] and I truly apologize for any frustrations we may have caused.  At 8:20am PST, I had received the submitted request to investigate the removal of phone modem serial# [redacted] that was added to your account on 10/16/2009.  You had disconnected phone services on 2/17/2012.  Not until you completely stopped Cox Business services on 3/16/2017, is when you started to received Collection notices from Cox. This morning at 8:49am PST,  I had reached out to you to advise that I will be handling your case and that I had sent out a request to have the equipment removed from your account. I am now emailing to advise you of my update.   First, I did have our team check the credit bureaus and this Equipment issue will not affect your credit, so you are ok there.  Secondly, at 12:58pm  PST, I receivedconfirmation from our Equipment Disputes team that the missing phone modem has been removed as of today and there should be no further inquiries or calls to pay for outstanding equipment.   I want to thank you again for allowing me to resolve your concerns.  I will update the Revdex.com with our resolution.  There will be no further action necessary on your part.Whether you are a customer or not, our team here really takes pride to making sure the Customer Experience is a better one on the next go-around.  I hope I was able to provide that for you!  It was my pleasure to serve you!

My complaint has not been resolved , and only to say that the head contractor has reached out to me several times, only going to my home address while I'm at work. An appt. to meet with me would be better so I can show them where we did have cable service with them before. I don't feel I should have to pay a high expense as I'm requesting service from them as they are the business, did everyone have to pay a high expense to get service from them, they do charge a monthly fee. I also feel that since I already had service here ,they should be able to find where the existing line leads to. I can send in pictures of the box that's located on my house if I need to.

We would like to thank the customer for taking the time to file their concerns regarding their recent technician visit and their account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any...

frustrations.Regarding the customer’s concerns with their account, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.    We have reached out to our customer to...

address their concerns, however, our attempts to reach them have been unsuccessful.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.   Thank you for your time and consideration.   Sharon H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to apologize for the frustration that the customer has experienced with the accuracy of information provided during the initial call requesting a HomeLife installation and during the consultation. We were able to speak with Mr. [redacted] and resolve his concerns regarding the discounts...

and promotions on his account. We provided him with a resolution that he is happy and satisfied with.Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, he can always contact our Customer Care Center at 623-594-1000. Thank You.TiaExecutive Resolutions/ Cox Communications