Talty Chevrolet Buick Cadillac, Inc.

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]

We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, 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

[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,
Jonatan F[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
Regards,
[redacted]

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 anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574.

Revdex.com #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer.  We appreciate the additional feedback that has been provided.  We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / 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 the billing for 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.   Upon receipt...

of this complaint, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found our customer spoke with our Customer Care Center on 9/20/17 and successfully lowered the level of service to our Starter Internet services. We are able to confirm that the initial billing statement was $72.56 due to an installation fee of $20.00 plus tax that was billed. As a one-time courtesy, we have also waived the installation fee that was billed. 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. Thank you. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his final billing statement.  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 were...

able to make contact with our customer on 12/22/15 to address his concerns. During our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneously. In an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balance. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
Executive Resolutions
Cox Communications

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their home security thermostats. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns.  Our customer has...

already been in contact with our Damage Claims department in regards to their complaint.  Nonetheless, our office scheduled to have a technician come to their home to address the equipment issues they were having.  Because of the problems our customer was having with the thermostats, they requested to have the units replaced back to a regular unit.  Due to the issues they were having, our field leaders coordinated to have an AC company come to their home to replace the thermostats. Because our customer filed a Damage Claim for the issues they were having with the thermostats, they will need to continue to work with the assigned adjuster for any further issues that may need to be addressed relating to this claim.  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 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. 
[redacted].Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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

We reached out and were able to speak with customer shortly after the rebuttal was submit. After receiving the information the customer had to provide specifically about the rebate, we were able to confirm the customer did qualify. The rebate card will be delivered within the next 7-10 business days. After advising the customer of the information, they had no further questions or concerns.

We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any...

frustrations. Upon receipt of this complaint we see that our Customer Care Center has shipped the return packages our customer has requested to the appropriate address as of 2/15/17. Additionally, we will ensure our customer’s feedback regarding the agent they first spoke with is addressed with the appropriate company leadership. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding the monthly rate for their Cox services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations. Upon review of the account,...

we do see that our customer contacted our Customer Care Center on 11/8/16 to discuss their account. Review of the account notes indicate that our customer opted to change their level of service to achieve a lower monthly rate. Although our customer has already spoken with our staff regarding their concerns, we would like to provide additional concern regarding their recent increase in monthly rate. Please know, in our customer’s 10/4/16 billing statement a notification was included explaining that as of the 11/4/16 billing cycle the base price for their Premier Internet services would be increasing from $84.99 per month to $87.99 per month. While we understand this increase may be frustrating, we would like to assure our customer that rate adjustments are a decision that is never taken lightly by our company and adjustments such as these are put towards ongoing product and technology investments in addition to increases in business costs. 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 Resolutions Cox Communications

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 (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter 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 research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. 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

August 31, 2017 Complaint # [redacted]   We are sorry to hear of the service issues that the customer experienced. Due to the concerns that the customer brought to the attention of your office. We contacted her directly.  After speaking with the client, we coordinated a visit...

with our field team. They were able to correct the problem and we applied credit for the substandard service she experienced.   As always we thank the Revdex.com for bringing this issue to our attention.   Thank you, Dani Cox Communications Executive Escalations

Revdex.com Case # [redacted]   We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.  ...

Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period.   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 ###-###-####.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.   According to our records, the Cox Collections Department made several attempts to contact the customer by telephone in May of 2012 before the account was assigned to a...

collections agency on 6/4/12. Notification letters were also mailed from Cox Communications to the customer on 5/17/12 and 5/26/12 in addition to the customer’s statements for May, June and July of 2012 which included the $59.57 balance.   While the account was re-assigned to another collections agency in April of 2016, the $59.57 balance had remained the same from the collections agency it was originally assigned to in 2012. Lastly, although the customer agreed to pay the balance, the equipment charges may still be reversed if the customer is able to locate and return the equipment in question.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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

Revdex.com Case # [redacted]   The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns.   Sincerely,  Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region