Talty Chevrolet Buick Cadillac, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I consider this complaint resolved.
Regards,
[redacted]

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although our initial attempts to locate the sales interaction from 8/2/17 to review our customer’s concerns were unsuccessful which resulted in our initial decision, our company escalated the request for this call recording and was able to successfully locate this on 11/1/17. Once this call recording was located and reviewed, our company was able to confirm that our customer was in-fact misquoted a monthly rate of $34.99 for 12 months for their existing level of cable and Internet services. Although the lowest monthly rate our company is able to achieve for this level of service with promotional discounts is $123.24, our company will honor the difference in pricing of $88.25 for 12 months ($1059 total) via four quarterly credits of $264.75 applied to the account. The first credit of $264.75 will be applied 11/3/17, the second will be applied 2/3/17, the third will be applied 5/3/17, and the fourth will be applied 8/3/17. Please understand, that the monthly rate for the services will still bill at $123.24 but the adjustments we are applying will honor the difference in pricing. Although we understand this has been a frustrating experience, we 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. Thank you. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their Internet 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 Internet, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages with our contact information on each of our attempts. Should the customer contact us we will be happy to address their concerns with their Internet service.   Although we were unsuccessful in reaching our customer directly, we did provide the concerns outlined in this complaint to our Field Management team to investigate further. Research of this situation found no indication of a widespread issue with our customer’s area and further review found that the last time our technicians were permitted to access the home was in April of 2015. With this in mind, in order to research and address our customer’s concerns with their Internet services, a service repair appointment will need to be scheduled to allow a Cox Service Technician to access the home to resolve the issues. Should our customer wish to schedule this service repair appointment, they are welcome to contact our 24/7 Technical Support Department at (623)594-1000.   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

This is just another example of poor communication and service from Cox or an out right lie.  As a result of my first complaint back in May, Cox agreed to pick up their equipment.  A technician came to the house and picked up the modem but for some reason did not pick up the rest of the equipment.  Cox was notified and the rest of the equipment sat in the house until Cox picked it up a few days ago.  My required out come remains unchanged.

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.   As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage.   While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers.   We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. You are a valued Cox customer and if you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.

Revdex.com Case # [redacted]   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 on 5/2/16 and 5/5/16. Once we are able to verify the account, we can...

address their concerns and provide a successful resolution.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #[redacted]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 provide a successful resolution.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

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] The situation was explained to me that the original person didn't explain everything to me correctly and it was a good coaching experience. I realize that in many cases their hands are tied. I accept the resolution, but that doesn't mean I am totally in agreement or am totally happy about it.[redacted]

[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,
Chris [redacted]

Revdex.com Case [redacted]
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 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

June 13, 2016—Revdex.com complaint # [redacted]—[redacted]   We were sorry to hear that the customer was not satisfied with our first response to your office.    As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund.  We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber.  The customer may choose to dispute the payment made through her financial institution.   We hope this information is sufficient for closure of this complaint.  Thank you.   Catherine/ Cox Communications Executive Offices/ Arizona

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 billing, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. In addition to these call attempts we have 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 unable to speak with our customer directly, we were able to confirm that the disputed charge of $60.00 was in fact credited to the account on 10/30/15. Due to the close proximity of the November billing statement being created, this credit did not appear on our customer’s billing statement until the 12/1/15 cycle. As a courtesy, we have also waived the late fee of $8.00 our customer was charged as a result of this dispute. 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. GeorgeExecutive ResolutionsCox Communications

Revdex.com #[redacted]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client.  We have contacted the customer directly to address their concerns.  Our Field Supervisors reached directly out to our customer and they informed him of the...

time frame for service availability at his home. 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

I was quoted a price of $129 a month when I requested changes to my service and I got several different prices when I got my bill and called customer service. I should have gotten that price that I was quoted in February but now I have to pay $150 a month and poor at that.

We would like to thank the customer for taking the time to file his concerns regarding the equipment and billing his former Cox account. 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...

reviewed the account and we were able to confirm the modem in question was returned and removed from the account on 2/29/16. Once the equipment was removed from the account, the associated unreturned equipment charge of $108.60 was also removed on 2/29/16. We see that our customer spoke with our Customer Care Center on 3/18/16 who confirmed his account refund balance and assured him of the timeframe in which he can expect to receive this. Generally, once an account refund is processed it will be received within 1-3 weeks. Our review of the account shows the first portion of the refund ($48.54) was processed and mailed on 3/8/16, and the remaining $57.76 will be processed and mailed within 5-7 business days. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive ResolutionsCox Communications

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 our office we reviewed the call in question to verify the...

promotion that was offered.  From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error.  To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires.  When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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 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 submitted a credit inquiry removal request to [redacted] on December 12, 2017 this can take a minimum of 10 business days before we receive a response back from the Credit Bureau.   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 and deeply sorry we were unable to successfully resolve. 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 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.  The damage claim in question has been reviewed and...

denied multiple times.  This matter is closed.  We currently have a service visit scheduled for November 22, 2016 and are working with our customer to resolve any service delivery issues that may exist.  We are confident we will be able 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.  Lawrence E.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], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this. 
Regards,
[redacted]

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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