Talty Chevrolet Buick Cadillac, Inc.

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 spoke to the customer directly on 5/4/16 regarding their concerns. We explained the process for how these offers were...

sent and reasons why her account was no longer eligible. Due to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discount. In addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rate. The customer was very satisfied with the resolution.   As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.    [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 account billing and recent technician visit.  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 billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information.  Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused.   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

[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]. I consider this complaint resolved as long as the cables stay buried.
Regards,
Jeannie C[redacted]

I do not accept the response from Cox because it is untrue. There was no promotional discount from 7/15 to 7/16 (one year) and the additional $35.00 (a 30% increase of my bill) was not justified as I had not increased service or changed service and I received absolutely no communications from Cox concerning this. I had Cox for years before I bundled, with no "box". When I bundled, they told me the box was free forever. We did not want the box because we never needed one before, but Cox assured me that it was the best way to go and it was completely free forever: So we took it. (several issues here) My promotion ended on 7/15 NOT 7/16. After it expired, Cox ended my paper statements without my consent. A year later they withdrew 30% more from my account as I was on auto pay. This is a substantial increase for nothing! They did not communicate this to me. I am requesting a refund for the ~2 months of service that they increased substantially without contacting me. It would also be appropriate for them to refund the cost of what they now refer to as "rental" of the free box. This rental was never on my bill. This would amount to ~$8.50/month for 3+ years. Concerning what Cox is calling a "promotional discount" from 7/15 to 7/16, this is untrue. I did not negotiate any such deal with them. Their representative said their "system" did it. Sorry, but computers do not have brains. When my original promotion ended, over a year ago, there was never any such deal or promotion. And curiously, that is when their "system" (computer  name=do_not_reply) stopped sending me statements. I was lucky to catch such an outrageous increase being withdrawn from my bank account. It certainly has a scam flavor to it in my opinion. I do like Cox technical service, so hoping to get this resolved.

frustration that the customer has experienced with our company.  It is never our intention to cause trouble for any of our subscribers.   At this time, we have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns.   If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted].   Thank you, Thomas Executive Escalations Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding the Cox Communications junction box adjacent to their property. 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 contacted our Construction and Planning Manager for our customer’s area to gain a better understanding of our customer’s concerns with the Cox owned junction box in question. Following our research, it was determined that a new junction box was not recently installed on our customer’s property and has been on the property for quite some time. Rather, during a repair appointment which took place for a neighboring Cox subscriber, a Cox technician accessed a pre-existing Cox owned junction box that was previously concealed from view due to environmental debris/vegetation. Due to the intentionally discrete model of junction box being used, it is understandable that our customer may not have realized it was on their property prior to being accessed by our technician. While we recognize our customer’s frustration, we must be transparent in stating that Cox Communications has followed all required easement ordinances asked of our company whenever installing or accessing a Cox owned junction box and as a result the junction box in question will not be relocated or removed. We truly appreciate our customer’s patience and understanding. 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 Escalations Cox Communications

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 do see that they have since contacted our Customer Care Center on 8/30/16 to have their requested removal of HBO processed. We would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission.   Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressed. Additionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $20.00 adjustment to their account as a one time courtesy. 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

After talking to [redacted] at their regional office, they have taken the stance that they are not to blame and only offered a courtesy 90-day refund.   I have denied this offer and looking for a more fair resolution.

We would like to thank our 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.  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], 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,
Mark S[redacted]

September 13, 2017---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing and automatic payment.  Due to the complaint filed with your office, we made direct contact with the client.  We were able to discuss and resolve...

her billing issues, and the late fee was removed from her account. We are also offering our assistance to the customer with her level of service.  We will ensure the customer subscribes to the level of service that is best for her.  It has been a pleasure assisting her!  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

December 16, 2015
 
Revdex.com complaint# [redacted]
 
We were sorry to hear of the difficulty and confusion that
the customer experienced. 
 
Due to the installation and service issues that the customer
brought to the attention of your office, we...

contacted the customer directly and
sent one of our Goodyear Field Supervisors to assist the client directly.  We were able to investigate and review the
billing concerns that the subscriber had as well, and the customer is very
happy and satisfied with the service that we provided. 
 
Thank you as always, we appreciate the opportunity to assist
a customer.
 
[redacted]/ Cox Communications Executive Offices/ Arizona

We do not accept the response, we want a resolution of compensation of services dating back to when we started the Cox Ultimate.  From the start we did not get the said services till this past week.  What the Cox response is referring to a scheduling mistake made by them, we have records to prove this .

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 attempt to reach them on 1/26/17 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.   [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 her concerns regarding her service and damage claim.  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 have...

completed a full review of the account in question. After reviewing the account we found that our Damage Claims Department has conducted a thorough and impartial investigation of our customer’s concerns which resulted in the claim in question being denied. This denial has also been communicated directly to our customer by our Damage Claims Department. We also see that our customer spoke with our Corporate Care Department on 1/15/16 who further explained our stance regarding the denial of the damage claim and also outlined the substantial number of recent account adjustments applied by Cox Communications to the account in question in an effort to address our customer’s frustration. While we recognize this situation may be frustrating, we must be clear in stating that additional contact with offices of Cox Communications will not change the findings of our Damage Claims Department for the claim in question. 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[redacted] 623-594-1000. Thank You. George Executive Resolutions Cox Communications

Revdex.com #[redacted]We have contacted the customer directly to address their concerns. It was verified that the connectivity concerns that the customer brought to your attention was not a result of an error on our part. We have relayed this information to the subscriber and he is aware that our company...

would not be able to assist or take responsibility for his computer. Thank you for your time and consideration. 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.  Cox strives to provide as close to 100% uptime as...

possible for our email services.  Regretfully, there can be instances where unplanned maintenance may need to be performed to repair or maintain stability of performance.  We truly apologize for any frustration experienced during these times. 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.  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 address 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

Revdex.com #[redacted] We have contacted the customer directly to address their concerns on our EasyPay program.  We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept.  While we understand the customer does not agree with our returned payment...

fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department.    We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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