Talty Chevrolet Buick Cadillac, Inc.

Revdex.com #[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 their concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer and are always...

happy to address concerns that a customer brings to the attention of your office.  Executive ResolutionsOffice of the General ManagerCox 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,
Kathy B[redacted]

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent returned payment that has been charged back to your account.  I have reviewed your...

account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40.  At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds."  As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee.  However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards,  Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

December 20, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer experienced with our company.  We attempted to reach the customer on several occasions but we were only able to leave voice mails.  We invited the customer to contact us directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client.  Thank you Catherine/ Cox Communications Executive Offices/ Arizona

We appreciate our customer taking the time to file their additional concerns regarding their Cox account and experience with our department. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. Please know, we genuinely appreciate our customer’s honesty regarding the means in which their voicemails were returned by our department. We would like to express that we take all of our customer’s concerns and calls to our department seriously and in order to ensure all customers are helped equally we do return such calls in the order in which they are received. While we understand Mr. C[redacted] would have preferred an immediate response to his voicemail, we did do everything in our power to return his calls to us in a timely manner. Rest assured, we are able to confirm that our department did speak with Mr. C[redacted] directly on 8/24/16 to address his service concerns and confirm the adjustment that was applied to his account. We are confident the issue at hand has been resolved. 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. Executive Escalations Cox Communications

I find it disturbing that Cox writes of "transparency" while their website still states only that a DOCSIS 3.0 modem is required (which I have), no mention of 8x4 (see attached) and their site reported during my upgrade that my existing modem was sufficient. It seems their goal is still to sell the upgrade THEN deliver the bad news (and underperformance). I would appreciate their paying for the modem upgrade they're now telling me (and still not telling other customers) is required.

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their negative experience with one of our field technicians.  It is certainly not our intention to cause any frustration. Due to the claims our client brought to the attention of your...

office we have forwarded their feedback to our field leaders.  We were able to verify that our customer received credits for their service calls dated on 6/9/16 and 6/17/16.  To remain in good faith with our longstanding customer we have issued a $20 courtesy credit to their account.  The credit will be printed on their August 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

Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.

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.  Sharon H 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. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Upon receipt of this complaint, we were able to...

speak with our customer on 10/13/15 regarding her concerns. We explained to our customer that the experience she had with our Care Center and field technicians is something we take very seriously and assured her this feedback will be addressed with our leadership team.Additionally, we confirmed that our customer did speak with our Customer Care Center on 10/12/15 who did work to lower our customer’s monthly rate as low as we possibly could, as well as applying a manual adjustment for the disputed Cox Service Protection Plan charges. We completely respect our customer’s frustration in that the rate we were able to provide her on 10/12/15 was not exactly what she was paying before, but we would like to express that we have done everything we possibly could to assist her in this matter.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

We would like to thank the customer for taking the time to file their concerns regarding their Cox 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 listed on their account 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 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. Thank you. [redacted] Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet Service and its quality.  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 regarding the issues. As a courtesy, we offered to schedule a technician and waive the normally applicable fee to verify the services were up to specifications. We followed up after the technician's visit to confirm everything had been addressed. At this time, the customer stated that his services are working correctly. 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 Resolutions Cox 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.
We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.
Regards,
[redacted]

June 16, 2016   Revdex.com complaint # [redacted]—John I[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. ...

  At this moment we have resolved the customers concern in a satisfactory manner.  The client has our contact information should he 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 Tell us why here...

Revdex.com Case # [redacted]  We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and assure her that...

the refund will be mailed to her in a timely manner. 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

What about all the time I spent trying to get my bill fixed that cox had no answers as to why it was changed? And my 2 trips to the service depot in Gilbert? No deduction of bill for my wasted time due to their problems? I spent 6 hours on the phone and 2 hours at their store. All for a problem that was Cox fault and they just apologize? Not acceptable.

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to assist our customer. It is never our intention to cause any frustration for any of our clients. We have corresponded directly with our customer and he has confirmed that his pricing issues have been resolved.  We have also...

addressed the concerns with his overall experience and the information has been forwarded to the appropriate leadership for further review. 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 Mr. A[redacted] for taking the time to file his concerns regarding his bundle pricing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.I spoke with Mr. A[redacted] on 10/30/2015 and after a...

thorough investigation determined we could make the appropriate changes to his account.  We worked diligently together to find a solution and he is satisfied with the outcome.  We appreciate Mr. A[redacted]’ choosing Cox Communications for all his entertainment and communications needs,

Revdex.com #1[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. When contact was made with our customer, we extended 2 separate promotional offers, both of which our customer declined.  We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately.  This was done to honor the promotions our office extended to them.  In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service.  Their current discount is in effect until April 1, 2017.   Thank you for your time and consideration. [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region

Cox did call me and they agreed to provide me with a $50 credit for the installation charge.  As of today 1/22/16, that credit has not been applied to my account.  I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service.  Very unsatisfied with Cox customer service and follow up.