Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file her concerns regarding the pricing on her account as well as the poor experience she had on the phone.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any...

frustrations. Upon receipt of this complaint, we reached out and spoke with our customer. We collected the feedback regarding the poor interactions and have passed that along to the appropriate teams for resolution. We also discussed the rates and services for our products and provided information for the customer to make some changes. We will be following up once they have had time to discuss them. 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

Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns. We advised the customer that their feedback will be addressed...

with the appropriate leadership within our organization regarding their experience. While the customer has advised us they had contacted a third-party to resolve the issue, we have provided compensation in the form of an adjustment towards 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 for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 were able to make contact with them on 7/7/15 to address the issues at hand. During our conversation with our customer we were able to come to an agreement to waive the disputed service charge and apply a courtesy adjustment for our customer’s inconvenience. We are confident that 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. [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.
Consistent server issues on their end, this is what I have been told all the times I called them, they are having issues with their servers and then they are rebuilding their servers. Please have Cox pull all the calls I made to them and listen to what the rep told me. They are being dishonest, they are not telling you the truth. See attached screen shot of the issues. I already called them over and over again and they keep telling me the same thing, it's the servers. The supervisor that  called me today told me there is nothing wrong. She suggested to pull the calls and I agree.
[redacted]

March 7, 2016---- Revdex.com complaint [redacted] We were sorry to hear of the billing confusion that the customer experienced with our company.  Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity...

to assist a customer. Catherine/ Cox Communications Executive Offices/ Arizona

January 18, 2015
Revdex.com complaint # [redacted]—Amanda L[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account and billing.
While the client did not provide a contact number on her
documentation to your office, we did attempt to reach the consumer by...

her home
phone.  While we did not reach her, we were
able to leave a message on January 12, 2016. 
We have also attempted to contact the subscriber via email to advise her
that we can be contacted directly for further assistance on her concern.
As always, we appreciate the opportunity to assist a
customer. 
Catherine/ Cox Communications Executive Offices/ Arizona

May 5, 2016—Revdex.com complaint # [redacted]—A[redacted] A[redacted] We were sorry to hear of the confusion that the customer has experienced with our company.  Due to the concerns that the client has brought to the attention of your office, a thorough review has been completed on his account. Our records...

confirm that on April 28, 2016, the customer‘s account was credited for the service calls, as well as the installation fee.  Notations from our Field Technician confirmed that the client’s modem was the cause of the speed issue, and we were able to confirm that the signal and service that we were providing was not substandard.   Standard lease fees do apply for the rented modem.  We do not and have never offered HBO free for a year, and could not find any documentation to validate this claim.  Should the customer have further questions regarding his account, he may call our Customer Service Department at 623-594-1000. We hope this information has been helpful to your office.  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their monthly rate and 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 our...

customer’s account.  We were able to confirm the quoted rate of $127.75 offered to our customer on 1/20/16.  Because there were promotions on his account scheduled to expire before the 12 month time frame had ended it created a change in the quoted monthly rate.  To remain in good faith to our long time customer we have issued a credit in the amount of $187.66.  The credit is to honor the quoted rate for the remainder of his promotional time frame.  He can see this credit on his April 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

Tell us why here... 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 have 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.  Sharon HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

[redacted]—Revdex.com rebuttal # [redacted]
We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.
While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.
We hope this information has been helpful for final closure to the client’s concerns.
Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their account and 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 services, we did attempt to reach them at the telephone number they provided to us [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.  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

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 attempts to reach them 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.
Sharon H.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

March 6, 2017—[redacted]   We were sorry to hear of the confusion that the customer has experienced with his billing.  Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to...

him.  We will continue to work directly with the subscriber on the matter at hand.      We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month.  On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill.  It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than 60 days from the due date indicated.  As a courtesy, we applied a credit of $204.00 to the customer’s account, which is equivalent to one year of charges for two boxes.    As always, we appreciate the opportunity to address the concerns of a valued client.  Thank you.   Catherine/Cox Communications Executive Offices/ Arizona

August 17, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with our response to her original complaint. We contacted the customer again and advised her that we need support for credits to her account, and gave her the option of faxing or emailing us the documentation which verifies the missing payments from her account.  Once we receive the paperwork that verifies a payment was taken from her account, but not applied to her billing, we will be able to apply credits.  As always, we appreciate the opportunity to assist a valuable customer, thank you. [redacted]/Cox Communications Executive Offices/ Arizona

May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing.  Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...

leave voice messages.  We also sent the customer an email.  We advised the customer that we will need his PIN to disconnect his account.  We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested.  We hope to hear from the customer very soon.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

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 havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint Regards,[redacted]

I left a message at the number provided during the hours of operation that were listed.  I am waiting for a call back.

We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting.   Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

This is a very typical response from Cox, that doesn't take responsibility for their customers.  I have spent 8 hours with technical support BOTH from the residential and business side.  The business side says it is a .net residential account and they can't help, and the residential side says since I have a business account with a .net email they can't do anything.When I reached tier 2 a man called Kia, said my problems were resolved and that he had used the .net email as a dummy email and I would need to set up a .com email to forward my emails to.  He emailed me the particulars of setting up the .com account.  I set up the email account using business support as I was instructed, we ended up in a 3 way call with the residential side again, and spent another 2 hours working on getting my email to work.  Nothing worked.  Last night I started the process again through the business side to begin with, and then another hour with the residential side, and I still can't receive emails or send emails through either account.You may think its OK to just shrug off this complaint with it's a business issue not a residential issue, but I don't think it's ok period, I have been an Cox customer for 13 years plus.  And I can't use my residential email.  I use this account for sending all of my invoices for my business as I have for 13 years.  Since 8/3/2016 I haven't been able to do anything with my invoices.  I wasn't notified that my email had been shut down and I have 3,500.00 worth of invoices that are waiting to be sent.Perhaps that doesn't bother you, but I think that since I haven't missed a payment to you for 13 years that I deserve service that I am paying for.Your response dictates that you don't care, and I will be taking this to the next step which will be filing a complaint through the justice system for financial compensation.Perhaps you think that you have two businesses?  I am only dealing with one.Sincerely [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,
Emilo [redacted]