Talty Chevrolet Buick Cadillac, Inc.

Revdex.com #[redacted]We would like to thank the Revdex.com for giving us the opportunity to address the service call scheduling concerns that our client brought to your attention.  It is never our intention to cause frustration for any of our customers.We did make contact with our customer on February 24,...

2016 to discuss his concerns.  We were able to verify that his service issues have been resolved, and our records confirm that we reached resolution in less than 48 hours.  Our company has not refused or denied him service. 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] [redacted]
[redacted] Cox Communications, Southwest Region

Revdex.com Case #[redacted]   We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the 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.  ...

Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

August 17, 2016 Revdex.com complaint # [redacted]--- [redacted] We were sorry to hear of the recent situation and details surrounding the damage claim that the client filed with our company. We understand that the consumer is not satisfied with the response that our Damage Claims Department and contractor...

Ver Tek offered him in regards to the cut sprinkler lines.  Due to the concerns that he brought to the attention of your office, his Revdex.com complaint was forwarded to our Damage Claims Department for review.  Our Damage Claims Team notified Ver Tek that the subscriber was not happy with the offer on August 12, 2016, and advised the contractor that a complaint had been filed in your office.  VerTek has advised us that they stand by their original offer to the consumer. We are sorry that we were not able to advise you that we would be able to grant the client’s wishes for an $800.00 reimbursement.  We hope this information has been helpful to your office.  As always, we appreciate the opportunity to address concerns that are brought to the attention of your office.   [redacted]/Cox Communications Executive Offices/ Arizona

I just checked my account, and my current bill is still at the same high rate.  Additionally, applying a promotion for only two months is not acceptable.  I was told that the lower price would be the correct price, going forward, not just for a couple of months.  If someone had told me the price was only good for two months, I would have just cancelled my service.

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 23, 2016—Revdex.com complaint # 11249341—[redacted]   We were sorry to hear of the billing confusion that the customer experienced with their account.  The customer states in her complaint to your office that she made payment arrangements with an agent of our company on February 8,...

2016.  Review of the account notes do not give confirmation that the client spoke to any agents in our company on that day. While our Customer Service and Collection agents are able to make payment arrangements for active accounts, we do not have the ability of preventing an account from being turned over to Collections after the disconnection of service.  Although our office and our Customer Service Department do not have the option of removing a customer from collections, we have escalated the customer’s request to speak to a Supervisor on our Collections Team for assistance.  We are sorry that we were not able to provide your office with the answer that the customer was hoping for.  We hope this information has been helpful in resolution to this complaint.  Catherine/ Cox Communications Executive Offices/ Arizona

[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,
Mary B[redacted]

We are sorry there was a lack of clarity with our prior response. As the Revdex.com can post the complaints publicly, we don’t post CPNI (customer proprietary network information) with our responses.  To summarize, we have removed all install charges. We have agreed in one year to reach back out to the customer to work with her on adjusting the price for her services to the quoted $180.19, plus any changes in taxes, fees, or surcharges. Additionally, if she decides to keep the Panoramic Wi-Fi modem the price will reflect the additional charges for this as well. 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 ###-###-####. Karen Executive Resolution Specialist Cox Communications

I was contacted by a representative from COX.  I was given the same answers I was previous.  There is nothing they will do about the ad.  They stated after filling out address and being an existing customer this promotion was not available in my area.  They said as an existing customer I don't qualify, because I have the wrong service to get the ad pricing.  Still no disclaimer stating that in the ad.    My issue was the ad didn't have a disclaimer for the cheaper price. COX said it isn't available in my area so it doesn't matter.  I was required to drop my service to the lowest level of internet to keep my price close to where it had been, or sign a two year contract for a still more expensive price.  I was advised this was all they were willing to do.

We would like to thank the customer for taking the time to file their concerns regarding their initial installation and cable 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 recent experience and services, we did attempt to reach them at the telephone number listed on the account ([redacted]) on three occasions to address these issues but we were unsuccessful. We have left voicemail messages on each attempt to the customer with our contact information. Should the customer contact us we will be happy to discuss their concerns further. Although we were unsuccessful in speaking to our customer directly, we do see that our Field Services Department was able to send a technician to the home on 9/23/15 to address and correct the issues with the Cox services. Additionally, we do see our Customer Care Center has applied an account adjustment on 9/20/15 for the days the services were impacted.   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

December 15, 2015
Revdex.com complaint # [redacted]
We apologize for our delayed response to your office
regarding the concerns that the customer brought to your attention.
We have been in touch with the customer directly, and he has
our contact information.  We...

are working
with him in regards to his refund request, and we will be updating him with
confirmation of his refund.
As always, we appreciate the opportunity to assist a
customer, so we thank you for bringing this to our attention.
Catherine/ Cox Communications Executive Offices/ Arizona

July 28, 2016 Revdex.com complaint # [redacted]—[redacted] [redacted] We were sorry to hear the customer was not happy with the resolution we presented in our last communication.  Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concerns. The necessary adjustments have been made to the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona

June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company.  Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss.  We will continue...

to work with the client and our Accounting Team to get to the bottom of the issue.  The customer has our contact information and is able to call us directly with further questions on this matter. Thank you for bringing this matter to our attention.  We always appreciate the opportunity to assist a customer.   Catherine/Cox Communications Executive Offices/ Arizona

Perhaps you didn't read my complaint. I told you I already called COX multiple times and DID NOT get resolution to my problem!  Im not going thru the aggravation of dealing with your lower level people. again and you didn't give me a contact person and number to call.In order to resolve this issue,   I want the APPROPRIATE PERSON to CONTACT ME at my home number. or for you to give me the NAME AND NUMBER OF THE APPROPRIATE PERSON TO CONTACT WHO HAS THE AUTHORITY TO ASSIST ME. Thank you

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.
Hello,Please be advised that I find Cox's response to be unacceptable and lacking the complete truth. I played phone tag with Cox on several occasions. The first person that called me from the business did not leave a last name or a contact number. When I returned the call, the representative could not locate the name of the person that called.The second person that called was kind enough to leave a contact number. Since I have been the victim of constant harassment and fraud, I called cox directly to ensure I was in fact working with Cox. The young lady that answered verified that the person worked at the company, but could not transfer me to his voicemail. I will say the representative that claimed he worked at the executive office and I played phone tag on several occasions. At this point, I would prefer to communicate with Cox through the Revdex.com.I filed a complaint with he EEOC on January 29, 2015 against my former employer The Vanguard Group for Racial discrimination and Retaliation for filing the complaint. I also filed a complaint with the EEOC on April 29, 2015 for discrimination based on disability and National Origin. Since the complaints have been filed, I have been severely harassed online. I have reason to believe that a member of law enforcement or an attorney has been working with a cox executive to permit the abuse I have experienced in working with Cox. The purpose of the harassment is not only to punish me for making a lawful complaint, but to prevent me from submitting evidence to the appropriate government agencies. If a police officer or an attorney was involved, they would of course not be acting within the confine of the law by obstructing justice. The following are some of the experiences I have had with Cox representatives or account-When logging into my Cox account, I am redirected to IDM east or IDM west.-Emails that I send to my account are significantly delayed. If I send an email to my cox account from my cox email. It has taken as long as a day to receive it.-Sometime in February I reported that my sent emails were not being recorded. This is odd since the default for all emails is to record sent emails. This resulted in two very important emails that I sent to the EEOC not being recorded in my email history. When I called Cox initially, I was told that the issue could not be fixed. After escalating to a manager I was able to see sent emails.- I sent an email to the EEOC with a document containing a derogatory term that was used to describe me online. I selected the appropriate settings to ensure that I had a return receipt when the email was read. The representative from the EEOC called to confirm that he received the email, but there was no receipt in my cox inbox. In fact, to date, not matter how much I change the settings, I do not receive a confirmation receipt.- I sent a document to the EEOC and when I checked my sent folder the document was missing from the email.-One of the threats Vanguard made was to cause me finiancial harm. To fabricate a story, I have had tremendous difficulty setting up auto pay on my account. Despite being told that this option is enabled, I repeatedly have to call to make a payment. At times, I have been randomly sent to the collections department.Lastly, I have been robbed of all my constitutional rights and instead treated as a slave. Whether it is a law enforcement agent or an attorney leading the harassment effort on behalf of Vanguard, I am monitored via video in the privacy of my home. I have made frequent calls to Cox for password assistance. All os the temporary passwords that have been provided describe personal information, such as where I shop,went or a recent activity that I have done in my house. One password described an embarrassing intimate sexual act.First, I am asking Cox to investigate the claims that I am making. Second, I am asking that the harassment stop. Third, I am asking that the parties involved be revealed and held accountable. I would also like to hear what restitution Cox feels is appropriate. I would prefer that this matter be resolved promptly and privately. I will need to mention the incidents listed above to other Government agencies only because I need to provide a detailed document of all the incidents of discrimination and retaliation that has occured. I reiterate that I have no motive to cause unecessary public disruption to your business. Please respond directly to the Revdex.com with any information that I can assist you with to complete a speedy investigation.Thanks you kindly.
Regards,
[redacted]

Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company.  Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided...

a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly. The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance. We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.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

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 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 customer’s account. ...

Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement.  The promotion he is on included a $30 step up for months 13-24.  This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months.  Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change.  Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for bringing our customer’s additional concerns to our attention.  We are sorry for the added frustration our customer has experienced in regards to their billing and promotions.  We were able to find 2 additional promotions; $5 off DVR service and $4 off the Variety Pak.  These promotions will run for 12 months, to be consistent with the other promotion that was added, we backdated these campaigns to 5/1/16.  The customer can expect his monthly recurring charge to be $186.92 with these added promotions. Additionally, to remain in good faith with our longstanding customer we applied a credit in the amount of $120.  This is to compensate for the monthly rate difference for the remaining 12 months of their Service Agreement.  This credit will be printed and applied to their June 2, 2016 billing statement to their June 2, 2016 billing statement. Thank you for your time and consideration.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have received a couple voicemails from the business however my work schedule doesn't coincide with the times of their calls. I have returned their message on a voicemail that the best time to reach me would be after 12 noon pacific time preferably on a Tuesday or Wednesday. I will be awaiting their callback and will update on the outcome. 
Regards,
[redacted]