Talty Chevrolet Buick Cadillac, Inc.

We appreciate our customer taking the time to voice their additional concerns regarding this complaint. We are happy to assist and welcome the opportunity to resolve this situation with them. Upon receipt of this complaint, we were able to make a call to the contact number provided in this complaint and spoke with a party who opted to make the payment on behalf our customer Arkeith B[redacted]. Although we were unable to discuss any account specifics with the party we spoke to, they provided us with the exact amount needing to be paid to clear the balance for the account in question. Generally, once a write-off balance has been paid, it is updated with the credit bureaus within 30-60 days. 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. George S. Executive Resolutions Cox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Regrettably, we are unable to offer our customer a response regarding the Regional Sports Surcharge (RSS) to her satisfaction  The RSS fee is a direct result of significant increases in rebroadcast fee’s.  For this we do not have a discount to offset.          In review of her account we can say that over the last 6 years we have been able to offer her 12 attractive discounts to assist her with her account pricing.  This including her current promotion significantly discounting her services well below retail rate for 24 months.  We believe in our product and the competitive pricing we offer.  Additionally, we understand our customers have choices for providers for their entertainment needs.   We appreciate the opportunity provided by the Revdex.com to respond and consider this complaint closed.    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 their concerns regarding their Cox services.  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 services, we do see that they have since spoken with a supervisor from our Customer Care Center on 10/16/17 to address these concerns. During this conversation, our customer was advised the service issue she had experienced on 10/16/17 was the result of an unplanned area outage and was not the result of issues specific to her home. Our customer was also advised that additional account adjustments would not be due as she has already received $65.00 in service adjustments within the last 12 days. Should our customer encounter issues with their services in the future, we do encourage them to contact our Technical Support Department which is open 24 hours a day, 7 days a week at (623)594-1000.   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

Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.Upon receiving the complaint, we reviewed the call in question that occurred on 11/15/16 for coaching and feedback purposes. During...

the interaction, a new discounted rate of $37.79 was offered to the customer and mentioned several times throughout the call. The customer accepted the $37.79 rate and was advised a new balance of $37.19 after the discount was applied. Before ending the call, the customer inquired if said amount would be his new monthly rate in which the representative replied it would. Although we do not believe there was any intent to purposely deceive the customer, we have provided feedback to the appropriate leadership and applied a one-time adjustment of $7.20 to cover the $0.60 monthly difference over the 12 month promotional period.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 for your time and consideration.[redacted] W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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

receipt of this complaint, our Executive Escalations Department partnered with our IT Department to complete the necessary changes to allow our customer’s previous due date to be restored. With this correction in mind, our customer’s monthly billing statement will print on roughly the 18th or 19th of each month and will be due on roughly the 14th or 15th of each month. As a courtesy, we have also applied an adjustment for the late fee our customer was billed. We are confident the issue at hand has now 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. George Executive Resolutions Cox Communications

First, we’d like to thank our customer for reaching out and filing her concerns and compliments regarding her recent experience with our Cox Tech Solutions team. As a customer service oriented company, we appreciate receiving feedback in all forms. Upon receiving this complaint, we reached out to...

speak with her regarding the lingering concerns she had regarding her computer troubles and collected feedback on her experience. At this time, all of her concerns regarding her computer have been addressed through education and work done by our Cox Tech Solutions team. It is always our goal to provide exemplary customer service. We know that our success largely depends on our customer’s perception of our employees, as well as our company. Once again, we’d like to thank her for reaching out and providing her feedback. If she should have any additional questions or concerns, she can contact our Customer Care Center at [redacted] or Cox Tech Solutions at [redacted]. Thank you, Thomas T. Office of the General Manager Cox Communications Tell us why here...

Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention.  After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16.  For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000.  He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

[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 [redacted],  Please withdraw my complaint.
Regards,
[redacted]

We would like to thank the customer for taking the time to file her concerns regarding the historic change of her home from an analog phone to digital.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any frustrations. Cox...

has investigated her account and confirmed that in December 2006, this change in delivery method for the customer’s telephone service occurred. This change is part of an ongoing switch in our system from Circuit Switched to Packet Switched technology. Updating our customer’s equipment will prepare them for a smooth migration in the future to our next-generation services: • Tools to stop those pesky dinnertime sales and robo-calls. • More feature control options with enhancements to the online Phone Tools. • Use your home phone service from anywhere with more cool features such as Text Messaging and Video Calling. Cox does offer an optional battery backup unit for our phone modems priced at $29.99. 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 [redacted] Thank You. Thomas Executive Resolutions Cox 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 contacted the customer directly to address...

their concerns and are working to provide 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.  Atari H. . Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the [redacted] for the opportunity to address our customers concerns regarding their Home Life service. It is certainly not our intention to cause any frustration. We have reviewed the account based on the information brought to the attention of your office. ...

While we understand the customer’s frustration with the false alarm charge, this charge should have been disputed directly with the city.  Because our customer is a long-time customer and to remain in good faith we have issued a 12 month promotion to her account.  This promotion was added on 3/30/16 and is for $10 off per month for 12 months, for a total savings of $120.  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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her former Cox account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to...

speak with our customer and confirmed the equipment in question had been returned to Cox Communications. After confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit report. We are confident the issue at hand has now 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.GeorgeExecutive ResolutionsCox Communications

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their recent experience.We have contacted the customer directly to address their concerns.Thank you for your time and consideration.Sincerely,Executive ResolutionsOffice of the General...

ManagerCox Communications, Southwest Region

Revdex.com Case # 11178261We 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 provide 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.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 provide a successful resolution. Sincerely, Executive...

Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com complaint [redacted]
*
We were sorry to hear of the difficulty that the customer experienced
with our Accounting Department and their bill. 
Due to the concerns that the customer brought to the attention of your
office, we contacted the client directly to assist.  We have...

been in close contact with the
subscribers and we ensured that the appropriate refund was processed.
 
As always, thank you for the opportunity to assist a valued
client!
 
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com:
After filing this complaint, I came home from work and checked my mail, since I was told that it would be credited to my account, I thought it was going to be in a form of a direct deposit.  I checked my mail on a regular basis, just in case it was sent via live check.  I did receive the check in the mail, although it is still frustrating that this was not communicated to me.  Also, when we would pay our Cox bill, it would be taken out right away, but it takes over a month to get our refund.  Not a very good business practice.
[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 had my bill reduced to about $186.00. I do not feel that is sufficient. I have had too many problems with cox to except that as a resolution. I have also scheduled my equipment to be picked up and it did but when they came to pick it up they asked for 5 devices. I only have a modem and a cable box that I have already turned in. I do not know what is going on there. I want to make sure that is removed from my account and my final bill reduced for my re occurring troubles with cox.
Regards,
Isabel G[redacted]

I have indeed received 2 phone calls from Cox, the first they left a voice message to return the call but only left one digit of the phone number, not overly useful. I attempted to call back on the number that they used to call but got nothing more than a generic Cox welcome and and placed on hold (yet again). The second call back left a full number which I promptly used, turned out to be an automated answering machine to take a message for yet another call back, it was not a direct number to a human being. This is more example of the frustrating customer service, even when trying to resolve the issue, customers are subjected to lengthy holds or answering machines.  I am an attorney that values his time, the amount of time attempting to resolve the issue is inordinately frustrating, an hour+ on a chat line on Cox's support page the night the complaint was filed, 48+ minutes on the weekend, through 2 holds, 2 different support personnel, to finally get information (that conflicted the information received on their chat support) to finally resolve the loss of service, and now the run-around on a supposed Revdex.com resolution.In the end, they still do not accurately portray system outages, still do not warn customers when a KNOWN outage is going to occur, and still subject customers to ad nauseum holds when phone support is attempted.No, there is no resolution as of yet, my complaint stands and is bolstered by continued inept customer relations.

We would like to thank the customer for taking the time to file their concerns regarding their account refund.  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 refund, 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 an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account.   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