Talty Chevrolet Buick Cadillac, Inc.

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.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.
Regards,
[redacted]

Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company.  As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate...

our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

December 9, 2016, Revdex.com complaint # [redacted]—Denise F[redacted] We are sorry to hear of the situation that the customer brought to the attention of your office.  Due to the complaint filed, we contacted the client directly and spoke to her in detail.  We have an open investigation on her account concerns, and will continue to work directly with the subscriber.  The customer is aware that we are taking all of the information that she gave to us and passing it along to our Collections Team for further review and appeal of her account.     We sincerely appreciate the opportunity that you have given us to assist the customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their rebate card. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer and were advised that he...

was told his rebate card offer was for $200.  Yet, when he filled out the online information to redeem his rebate card it showed his rebate was only for $150. We thoroughly reviewed our customer’s claims for his promotional rebate offer and we were able to verify that he qualified for a $200 rebate card.  We have advised him that his rebate card for $150 was already processed.  Because of this, we processed a second rebate card in the amount of $50 to offset the difference.  Our customer should receive both of his rebate cards within two weeks. 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. [redacted] / 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 experience. It is certainly not our intention to cause any frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent...

to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. 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

March 10, 2017—Revdex.com complaint # [redacted]   We were sorry to hear of the billing confusion that the customer spoke of in her complaint to your office.   Due to the concerns that the customer experienced with her billing, we thoroughly reviewed her account.  Notations on...

the account confirm that we advised the customer of rates at the time of signing, in May of 2015, and the customer did not dispute her pricing until July of 2015.  Our investigation also indicates that the client spoke to one of our Sales Supervisors regarding her rates, and we validated and explained the pricing to the customer.      The service was disconnected for nonpayment, and the final balance owed of $481.40 is correct.  Should the customer decide to reconnect service after payment for services rendered, we will remove the Early Termination Fee and adjust the bill.   We hope this information has been helpful to your office.  Thank you.   Catherine/Cox Communications Executive Offices/ Arizona

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, however our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we will address their concerns. 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

We appreciate our customer taking the time to voice their concerns regarding the interruption in their service and experience with our Customer Care Center. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this...

complaint we have reviewed our customer’s account to gain a better understanding of their concerns. After review of the account, we do see that our customer was impacted by a service interruption but we do see that the services have since been restored. Due to the interruption in service and the frustrating experience our customer had, we have applied an adjustment of $25.00 to the account. This adjustment will be reflected on our customer’s next monthly billing statement. 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. George Executive Resolutions Cox 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.   As of 5/31/16, our Payment Research Department has processed the refund and our customer can...

expect to have these funds available within 48 hours.   Thank you for your time and consideration.   [redacted] W. 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 experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of the client’s...

account.  We have concluded to issue the requested credit in the amount of $40.81.  This credit will appear on the statement printing on or around April 6, 2016. 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 their concerns regarding their services and recent damage claim.  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 and damage claim, we did attempt to reach them at the telephone number they provided to us ([redacted] and [redacted] 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 billing. Although we were unsuccessful in reaching our customer, our Field Leadership Department did confirm that they spoke with our customer on 2/2/16 and confirmed the service issues have since been resolved. Additionally, a return visit has been scheduled for 2/5/16 to address the damage claim mentioned by our customer. 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

We would like to thank the customer for taking the time to file their concerns regarding their recent payment arrangement.  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 ([redacted]) on 3/22/16 and 3/25/16 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. 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 would like to thank the Revdex.com for bringing this additional information to our attention.  We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers.  The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago.  We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department.  Our investigation of the customer’s account does not indicate that ADA guidelines were violated. Thank you for your time and consideration. *
[redacted]
[redacted] Cox Communications, Southwest Region

We are sorry to hear our customer is having issues with our services. We have attempted to directly contact the customer on August 3 and August 4 but were only able to leave a voice mail requesting a callback.  We see that the customer reached out to our tech support on August 5 and...

scheduled an appointment for a technician to come to their home.  During the visit our technician replaced a video receiver.  To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment.  We look forward to speaking with our customer.  Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration.   Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

The referenced complaint number case has not been resolved. COX after repeated attempts by myself to review the matter has not returned requests for additional information and to review all COX recorded phone calls.  COX was to review  the last phone call that I had made in which they provided me the same quote as all of the the previous. COX has not done this and again all of these quotes were for phone and internet services at approximately $70 per month. Actual billing is for $100 per month for only 1 year with a $100 voucher.  I have also attempted to get a copy of the audio recordings of the phone calls so I can review them and confirm what was said as well. Please assist, thank you;

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided....

Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly.  No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service.  This response is basically "Ok now that you told on us, we are going to do our job".  I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly.   Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with.  A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable.  On top of your other broken promises.  If Revdex.com would like copies of the chats, I have them.

We would like to thank the customer for taking the time to file their concerns regarding the overpayment to their account.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any frustrations. Upon receipt of this...

complaint we see that our customer has spoken with our Customer Care Center regarding their request for a refund for an overpayment on multiple occasions. On each contact, our customer has been advised that in order for Cox Communications to provide a refund, we must receive proof of a cleared payment via a running bank statement. Unfortunately, to this point our customer has not provided this information to us. Should our customer choose to provide the requested documentation, we would be happy to assist them further with refunding an overpayment. 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 [redacted]. Thank You. George 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,
Brent W[redacted]