Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   We have contacted our customer directly to address their concerns in detail and our customer has our contact information if they would like to...

discuss this matter further.     It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.  [redacted] **
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

February 25, 2016 Revdex.com complaint [redacted]/ Thomas Cox # [redacted]   We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name.  Due to the concerns that the customer brought to the attention of your office, we contacted the...

client directly to discuss. As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns.  Thank you. Catherine/Cox Communications Executive Offices Arizona

We would like to thank the customer for taking the time to file his concerns regarding the interaction with our Customer Care team and the incorrect charge.  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 the customer’s account. Our findings confirmed that the customer should not have been charged for the service visit. We have credited the charge from the account and the adjustment should show up with our customer’s next statement. We have also investigated the interactions with our Care Team and passed along feedback to the appropriate supervisors regarding the concerns brought up.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 623-594-1000. Thank You.ThomasExecutive ResolutionsCox Communications

Revdex.com Case# [redacted]   It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.   In most cases we will provide the option to self-install Cox services as long as Cox services have been...

active in the residence within the last 12 months. Unfortunately the customer’s address was not eligible so a Professional Installation, which is provided during the order process, was required. Regarding the visit, we have forwarded our customer’s concerns and feedback to our Field Leadership for further review and to provide the appropriate coaching. 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 any frustration that the customer has experienced. As a one-time courtesy, we have provided an adjustment for the installation fee.   Thank you for your time and consideration.   [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service issues. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we directly contacted our...

customer.  When we made contact with our customer on April 20, 2016 our records indicated that Ms. W[redacted] had a field technician out to her home on April 15, 2016.  She said the service had been working as it should at this point.  Because of this, we scheduled a follow up call with her on April 25, 2016.  When contact was made she advised us that her internet service issues had returned.  We scheduled another field technician to go to her home on April 27, 2016.  The field technician advised our office that the modem was swapped out and the service was working when he left.  Our office followed up with Ms. W[redacted] on May 2, 2016 and we were advised that she has not had any internet service problems since the swap.   We are confident that our customer’s internet service issues have been successfully resolved.  As an added courtesy to our customer, we issued a one-time credit of $40.  This was to compensate for the intermittent service she had been experiencing over the last few months. 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

Revdex.com Case # [redacted] While we are sorry to hear of our customer’s current situation, we want to assure them that Cox Communications is not conspiring to disrupt or prevent their abilities to communicate using our Webmail services. Please know that we have been working hard to address and resolve any issues our customers have experienced using our e-mail services. Since there can be a number of factors causing issues such as delayed e-mail messages, we strongly recommend customers experiencing issues to speak with our Tier 2 Technical Support Department. Regarding saved sent e-mail messages; by default the option to “save a copy” of a sent e-mail message in Cox Webmail is unchecked. Cox customers who want to keep a copy of their sent messages are required to check this option before the message is sent. Alternatively Cox customers can update their e-mail settings online to have this option always checked. Unfortunately any e-mail message that has already been sent prior to this option being selected may not be available in the “Sent Folder”. While we are happy to hear the issue was resolved, we apologize for any incorrect information previously provided to you. In regards to return receipts; please know not all email applications or services support read receipts, and users can generally disable the functionality if they so wish. While our Cox Webmail service does include this feature, unfortunately there is no guarantee you will receive a return receipt. Lastly, our temporary passwords are randomly generated and are not specific to any account and/or personal information of our customers. We sincerely regret to hear that one of these passwords provided to you contained any form of language deemed inappropriate. Please know that Cox Communications does not take these matters lightly and that this incident will be investigated and addressed internally. While we understand our customer wishes to only communicate with us through the Revdex.com, we strongly encourage them to call and speak with our Tier 2 Technical Support Department as this would be the most effective form of communication to address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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.  Atari H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

We would like to thank the customer for taking the time to file their concerns regarding the charges for their service, the service issues, and a missing piece of equipment.  We also want to apologize for any frustrations or inconveniences experienced. Upon receipt of this complaint, we...

reached out and spoke with the customer regarding the issues she brought to our attention. She stated that currently the service is working and that her main complaint settled around the billing and missing piece of equipment. Per the customer, one of our technicians accidentally took a piece of equipment that the customer owned. Our investigation found that the last time a technician would have touched this device was in October of last year, however the customer states it was missing after January this year. A claim was submitted and will be investigated. Our claims team will reach out with a resolution. The customer requested credits for the service and current rental equipment while this is being investigated. This request was declined as the services are working correctly. We also informed the customer that her current usage of the service wouldn’t require a rental or Wi-Fi capable piece of equipment. We are at this time unable to replace the equipment due to her account’s past due balance. After this balance was explained and even after a misapplied payment was located, the account is still past due. When this was explained, the customer became much more upset and ended the call abruptly. 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.  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

[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], 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]

Revdex.com #[redacted] We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service.  She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back.  Once she reaches back out to our office we will be happy to further assist her.      Thank you for your time and consideration.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I spoke to Jesse on 1/12/2016.  There does not seem to be a solution on Cox's part.  Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes.  He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect.  So I do not know who is correct since I can not verify anything online.  It seems Cox is presenting themselves falsely.  I am including the screenshot of my account services.  It states my name at the top, because I logged in with my cox email and password.  My phone services are at the bottom of the page.  Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.

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.  [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

It has been 8 days since the Cox representative acknowledged that a Cox employee illegally obtained my credit report without my consent or knowledge and without a request on my behalf to enter into any kind of financial relationship with Cox. This morning I paid for a new credit report from [redacted] and it confirms the Cox inquiry remains on my credit report, under the section entitled, "Inquiries that may impact your credit rating." Cox's willful violation of the Fair Credit Reporting Act specifically states that victims of such violations are entitled to actual damages or $1,000.00, whichever is greater. I haven't pursued this remedy with Cox because I took the representative at her word, that the inquiry would be removed.

We would like to thank the customer for taking the time to file their concerns regarding their 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 did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful on all attempts. We have also submitted a letter to our customer's home 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

October 20, 2015Revdex.com complaint # [redacted]—[redacted]We were sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message.   We advised him that if he would like to send us the flyer that he is referring to, we would be happy to review it.  We also advised the customer that he is always welcome to call our Sales Department to see what packages and promotions are available.  Our Sales Agents are only able to offer the packages and rates that our Marketing Department make available to us.  We are not at liberty to grant special pricing upon request.  We hope this information has been helpful to your office.  We look forward to hearing from the customer. [redacted]/Cox Communications Executive Offices/ Arizona

September 1, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the trouble the customer experienced with our company.  Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the questions regarding his...

refund.  The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer.  Thank you. [redacted]/ Cox Communications Executive Offices/ [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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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]l

We appreciate our customer taking the time to file their additional concerns regarding their Cox account. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. After reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/16 and 8/29/16 but we were only able to leave voicemail messages on each attempt. Regarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a 36 month promotion they had been receiving from 6/28/13 to 7/07/16. While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be due. We are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rate. Additionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuity. We are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of 2013. Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correct. 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. [redacted] Executive Escalations Cox Communications

July 14, 2016—Revdex.com complaint # [redacted]—[redacted]   We were sorry to hear of the confusion that the customer is experiencing with his bill. Due to the concerns that he brought to the attention of your office, we reviewed his account.   Our records confirm that the customer signed up for...

Preferred Internet service with our company on June 5, 2015.  Our sales agent was able to grant a temporary discounted rate to the client at that time.  This campaign guaranteed the Preferred Internet Service at $19.00 less per month than the actual market rate. ($54.99 vs $73.99) On June 5, 2016, the 12 month campaign ended and the customer is now paying the regular rate for service.    We are sorry that we are unable to grant an extension to the 12 month temporary campaign. Our company believes that we offer a superior data product and we are glad that we were able to provide the customer with an attractive discount over the past year.  Should the subscriber with to change his services in any way, he may call our Customer Service Department at ###-###-####, or toll free at ###-###-#### to discuss his options.   Catherine/Cox Communications Executive Offices/ Arizona