Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file his concerns regarding his Cox services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we made contact with...

our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. 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.[redacted]Executive EscalationsCox Communications

October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle.  Our records also confirm that we processed the refund as the customer requested.   The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her.  If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her.  We hope that the Revdex.com will take this into consideration when closing this complaint.  Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona

Acct Nbr        [redacted]
** [redacted] Revdex.com Complaint#[redacted] Good Morning Mr. [redacted]s, This letter is in response to the above-referenced complaint that you filed September 30, 16, regarding the Early...

Termination Fees in the amount of $4180.59. We have reviewed all documents and contracts that have been submitted and we have issued the credit for the Early Termination Fees.  There was no supporting documents that indicated that this current balance had belonged to you, just the fact that it was created under your business name.  On 9/30/16 when you did call in,  you were recently added to the account only to gain access since it was your business name.  Knowing that you were just added for the 1st time, supports your main concern that your signature may have been forged.  Unfortunately Cox has no bearing to file those types of charges, so that would have to be something you would need to pursue if necessary, outside of Cox. In conclusion, Cox Acct[redacted]1 has been cleared of the $4180.59 in dispute.  If there is anything else we need to address that may be case related, please feel free to reply to the email.  Other than that, thank you so much for still being a continued loyal customer with Cox Communications. . We thank you for your continued patronage and look forward to providing you with exceptional customer experiences for  the future.

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their 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 thoroughly reviewed our customers...

account.  At the conclusion of our investigation we determined that we are not able to support our customer’s claims that she called to disconnect her service before obtaining a new provider.  Because we cannot support her claims of voluntarily disconnecting her service, the balance owed is valid.  At our customer’s request, we sent a return box to her home, which was delivered on 11/15/16.  The return box includes a prepaid return shipping label for her convenience.    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

December 22, 2016—Revdex.com rebuttal # [redacted]—[redacted] We were sorry to hear that the customer was not satisfied with our first response to your office.  While the customer stated in her rebuttal that we did not call her, messages were left at her contact number on December 13 and December 20, 2016. Due to her follow up to your office, our Field Leadership Team has reached out to the client today to schedule and coordinate a visit to her home.  We offered to meet with the client today, but she has advised us that a day next week will work better for her schedule.  We will continue to work with the customer to ensure her service issues are addressed and all of her questions are answered.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # 1[redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.    Upon reviewing our customer's account, we identified that a 12 month promotional discount that had been added prior to the 24 month service agreement recently expired...

on 10/7/16. In effort to provide a satisfactory resolution, we have re-applied and backdated the 12 month promotional discount to start as of 10/8/16 but this offer, including two additional discounts will expire before the end of the 24 month period on 3/1/18 as these promotional discounts were also added before the agreement was added to the account on 3/2/16. Lastly, please know as it is stated in the terms and conditions, the service agreement does not price lock any discounts rated but rather the market rate of the existing Cox services at that time.   Thank you for your time and consideration.   Jesse 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 him concerns regarding the changes in service and poor experience completing this.  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 reached out and spoke with the customer. The services had already been corrected by the time of our call. To finish addressing the customer’s concerns, a correction of the promotional discount was applied for the remaining services. Finally, feedback was submit based on the experiences the customer had. At this time, the customer has no further questions or 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 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

We would like to thank the customer for taking the time to file their concerns regarding 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 listed on their account to address these issues but we were unsuccessful on all attempts. Should the customer contact us we will be happy to address their concerns with their account.   Although we were unsuccessful in reaching our customer directly, we have researched both their current and former account in full to gain a better understanding of their concerns. Review of our customer’s account show that they were provided an Ubee brand modem/router combination device from Cox inventory when their services were initially installed on 9/12/14. Review of the account billing statements have found this is not a piece of equipment that was ever purchased by our customer, which resulted in the monthly rental fee of $6.99 plus tax that has been billed to the customer’s account. This monthly rental fee is also outlined on each billing statement sent to our customer for their account.   While we understand our customer’s concerns, we must be transparent in stating that the modem in question is owned by Cox Communications and the rental charges that have been billed for the rental use of this equipment are valid.   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 the balances owed for their former Cox 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 were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit.  After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00. Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16.  With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report. In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted].   Thank You. George S. Executive Resolutions Cox Communications

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our transition to Go All Digital and Early Termination Fee assessed to their account.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the...

attention of our office we thoroughly reviewed our customer’s account.  We found that our customer canceled his video service on 6/2/16 and was subsequently charged an Early Termination Fee (ETF) in the amount of $156.59 inclusive of taxes/fees/surcharges.  At the time our customer canceled his video service he did choose to retain his other services with us.  To remain in good faith with our longstanding customer we have issued credit for the ETF.  The ETF charges and credits will be printed on his June 2016 statement.  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 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 his concerns, however, our attempts to reach him have been unsuccessful.  In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $66.00.  The phone service was not included in that conversation.  Our customer called on February 5, 2017 to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active.  The care agent did apply a promotion for the remaining two services saving our customer approximately $22.00 a month off of retail rate.    We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Lawrence E. 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 billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customers account.  We...

can confirm that our customer called to cancel his cable and telephone service on March 19, 2016.  Additionally, he returned the receiver on March 28, 2016 and the telephone modem on April 19, 2016.  As a courtesy to our long standing customer we issued a credit in the amount of $102.41.  This credit will appear on their May 2016 statement.  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 sincerely regret any inconvenience that our customer has experienced with our company. Upon receiving the complaint, we had notified our Tier 2 Technical Support supervisors for assistance. One of our lead Technical Support representatives attempted to reach the customer by telephone on...

8/4/15. They were unable to reach the customer directly but had left a message to return their call. We also attempted to reach the customer on 8/10/15. We were unable to reach the customer but had left a message with our contact information to return our call as well. We were notified by our Customer Service Department that our customer had called in requesting a callback. We attempted to reach the customer again on 8/12/15 at both contact numbers provided. Unfortunately we were unable to successfully make contact with the customer directly but we have left several messages including our contact number to return our call. At this time we have not received any further contact from our customer. However, should they still wish to speak with us they are more than welcome to give us a call. We will be more than happy to assist our customer and address their concerns. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.
Regards,
[redacted]

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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
Revdex.comSandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268
RE: Complaint ID #  [redacted]
Dear Sandra Clark :
  
This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc..  Your complaint was assigned ID [redacted]
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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
Revdex.com[redacted]Cox Communications, Inc. 1550 W Deer Valley Rd Phoenix AZ 85027 Re: ID # [redacted] - Sandra C[redacted] Dear [redacted]:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.comSandra C[redacted] 15739 E Mustang Dr Fountain Hills AZ 85268 Re: ID # [redacted]- Cox Communications, Inc.Dear Sandra C[redacted] ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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 appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback.   Upon receipt of this complaint, we were able to make contact with our customer on June 5th. After a review of their account, a courtesy credit was issued to...

the account for the disputed charges. We genuinely appreciate our customer’s patience throughout this situation and truly hope this gesture will resolve the matter at hand. 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 for your time and consideration. Melissa/Cox Communications Executive Offices/Arizona

We would like to thank the customer for taking the time to file his concerns regarding his Internet services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we were able to...

make contact with our customer on 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. 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.[redacted]Executive ResolutionsCox Communications

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.
This is a followup from my Email of Friday.  First, the 150Gb of online data is still what I see, so no change there.  I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications).  Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response.  Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem.  If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to  call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem.  The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change.  The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue.  So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails).  This continues through this evening, although I would not have expected a phone call between Friday night and now.  However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records.  It looks like either the calls were not made or were made to the wrong number.  Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling.  However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer.   I am not certain how to take the above sentence.  If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved?  So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing.  After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]

We would like to thank the customer for taking the time to file his concerns regarding their Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we do see our Field...

Services Department dispatched a technician to our customer’s home on 7/20/16 to address the issues at hand. After speaking with the supervisor for the technician that visited our customer’s home we have learned that the issues have been addressed and that the Cox equipment, signal, and wiring was found to be in working order. 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 623-594-1000. Thank You. George Executive Escalations 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