Talty Chevrolet Buick Cadillac, Inc.

Cox Communications offered a refund of 35% of the original amount. I have requested that they break down the $619.90 refund of the $1,750.81 in dispute. Cox Communications billed and collected a total of $1,750.81 for services they did not provide and have confirmed they did not provide. They have not taken responsibility of their double billed services and stated it is my fault. All past continues I have utilized discontinue autopay immediately after service is terminated. Cox Communication does not terminate Autopay and hopes the customer does not do so either. By doing this, Cox Communications unethically continues to collect funds for services not rendered and denies such reimbursement. Sincerely, [redacted]

Revdex.com Case #[redacted] It is our goal to provide our customers with exemplary customer service.  We regret to hear of any inconvenience that our customer has experienced with our company.  We have contacted the customer directly to address their concerns. At this time we are currently...

working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

June 3, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we contacted the customer directly to...

assist him.  We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [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. 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. 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], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was contacted by [redacted] several times by phone and returned his call each and every time he called.  I even stood outside in the heat attempting to call him back on my lunch hour since we cannot receive personal calls at work.  He was not available.  I left messages as to when I could be reached.  Last Friday I was home early and had left a message informing him when I would be available.  I even called his number and sat on hold in excess of 30 minutes.  He returned my call after I had already left and after the time I told him I was available.  I was finally able to pay my bill online last Friday. What this company needs to address is their poor customer service.  No one from their resolution department is ever available to take your call and their regular customer service people tend to be rude and unhelpful.  I am not sure what can be done at this point to resolve the issue.  Apparently they just expect their customers to deal with bad customer service and keep their complaints to themselves because I have complained about this before and have always been assured that they would "coach" whomever but nothing ever changes..  I am so glad my employer expects more from us.Thank you.
Regards,
[redacted]

We have attempted to directly contact the customer to by telephone, however, were unable to make contact. The customer’s bill is scheduled to be sent within the next few days. We will be following up to ensure everything has printed as discussed. When originally speaking with the customer we did address and correct the customer’s billing concerns. We did agree that this was a satisfactory resolution. However, as the bill is set to print within the next few days, we have to wait for the customer to receive this and review per his request.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her account billing.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause them any frustrations.
 Upon receipt of this complaint we were...

able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. 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.
GeorgeExecutive ResolutionsCox Communications

February 9, 2016 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve.  The customer has...

our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their former Cox account.  Please let me begin with an apology for any inconvenience they experienced.  Additionally, our thoughts are certainly with our customer following the loss of their loved...

one. Upon receipt of this complaint, we were able to make contact with our customer on 3/4/17 to arrange to have a technician pick up the equipment in question at no additional cost. Once the equipment has been picked up, the unreturned equipment charges will be removed within 3-5 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. Thank you. George Executive Resolutions Cox Communications

I was contacted by the business directly which I thought it was not supposed to happen, I thought they were to contact Revdex.com first to give a resolution. All I was told is the EXACT SAME THING, we can’t change the due date because you have some type of promotions on your account. So no it’s not an acceptable resolution, I am still not happy with being told the same thing. I do not want to be contacted by the business again directly any responses to the resolution please I want them done through Revdex.com. All I need is a due date change to the 15th or 20th. I don’t know why they can just do that. Thank you

apparently this was valid,however, my complaint now is that they did not notify us of f this bill which had been paid automatically by credit card.  Apparently the credit card company refused a bill of $1.60 -- perhaps as card date expired etc..  However Cox SAID they notified us by phone and we responded.  We have no recollection of this. They did not notify us any further of this debt nor did they give the Collection agency correct information as to how to contact us.  WE NEVER KNEW OF THIS DEBT and now our credit has been ruined because of a $1.60 bill that probably was due. One can say we owed this bill, however, a company should not be able to ruin people's lives over a $1.60 bill plus late fees.

hello, my husband was having surgery. we just want our bill lowered, as your had promised us last time. we are hard of hearing and disabled. we only need the price we signed up for. now it has increased 10.00 a month with less service.  I guess we should contact more places to get help.  Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone.

Dear Mr. [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 Cox's advertised internet rates.  We have reviewed your complaint letter and would like to...

respond accordingly.You state in your complaint letter that you visited the Cox.com website and saw an advertised rate for Preferred internet at $54.99/month for 12-months and Premier internet at $64.99/month for 12-months.  Under the terms and conditions (https://www.cox.com/residential/terms-and-conditions.html#internet ) on the advertisement page, there is a disclosure that states: Offer expires 2/29/16 and is available to new residential Cox Internet customers in Cox service areas.  $54.99/month is only available for new subscriptions to internet Preferred or higher.Our records show that on December 12, 2014, you were taking advantage of a 12-month campaign that provided you $40.00 off of your advanced TV and Preferred internet.  This campaign expired December 11, 2015.  As a result, we began billing you the standard rate for your services.Currently, you subscribe to Preferred internet and are being billed the standard rate of $73.99.  You are also renting a modem for $6.99.  However, I have added another 12-month campaign that will provide you with 20% off of your internet service.  Your new monthly recurring rate (including modem rental) is $62.97.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

It has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor Tess R[redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, Duncan T[redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]

Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office.  We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16.  As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center.     Thank you for your time and consideration in closing this complaint.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We are sorry to hear of our customer’s concerns regarding our advertising. We have made 4 attempts to directly contact our customer by phone and have been unsuccessful.  Once we are able to speak with our customer and verify the account, we can address the concerns and provide a successful...

resolution.
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 the interruption of their services.  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 have attempted to reach our customer on 1/18/17 and 1/20/17 regarding their concerns but have been unsuccessful on attempts. While we were unable to speak with our customer directly, we did speak with our Field Services Leadership team who confirmed they have repaired the temporary line providing service to our customer’s home to restore the services. Additionally, we are doing everything possible to expedite the construction work necessary to replace the temporary line with an underground service line. While we are doing all we can to expedite this process, generally permitting from the local governing offices takes roughly 4-6 weeks. Rest assured, this should not have any impact on the availability or quality of our customer’s services in the interim. 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 ###-###-####. Thank You. [redacted] Executive Resolutions Cox Communications

Revdex.com complaint # [redacted] We were sorry to hear of the difficulty experienced regarding the account assumption.   While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during...

the transitioning of accounts.  While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced.  Our company is unable to process a refund check in any other name than the subscriber.  We apologize again for the difficulty that the family of the accountholder experienced.  Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company. We hope this information has been helpful to the Revdex.com.  Thank you. 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,
[redacted]

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]