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September 21, 2015 Revdex.com complaint # [redacted]
 We were sorry to hear that a former customer had difficulty with his home security services as well as his billing.   Due to the concerns that the subscriber brought to the attention of your office, we attempted to...

contact him by phone on two different occasions.  While we were only able to leave messages for the client, we will attempt email contact with him if we are unable to connect by phone.  We will also update the customer once we have the results from the investigation that is being completed by our Home Security Team.    As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding their account billing. 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 speak with...

our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed.  We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications

The cox representative is incorrect, once again, on the "in depth anyalysis" of my account.  When I asked them to transfer the account to the new home, they said it wouldn't be a problem.  But upon moving a setting up the new home, we rec'd the first bill for over $500.00.  The telephone number was "slammed" and we could not use the phone for 3 days while we waited for the FCC to release the number back to us. The "new boxes" that were installed all needed to be taken out and "new" boxes needed to be installed. 6 cox techs later, the account was "transferred". I was then made aware that my new plan included HBO. The plan I transferred did not include that service, nor did we want to pay for it.  I was told that it was part of the new bundling package that was being added to our service.  I informed the representative that I was simply TRANSFERRING all existing services from one home to the other.  The service rep stated that since all of this debacle had happened, she was not able to reconnect me to the TRANSFERRED plan that we were on due to that plan being discountinued.  I was told that the new plan was going to be price locked for the two year time period and that the small increase in the plan would include HBO.  Since we were only talking about a few dollars more, we agreed since the price lock would keep us very close in pricing to our - OLD TRANSFERRED NON-HBO HAVING PLAN. I'm not sure what stake Cox Cable has in HBO but I'm sure that forcing it into plans has reaped some heavy dividends onto their bottom line.  Were simply asking for Cox to keep the price locked for the 2 year time period as agreed.

We would like to thank the customer for taking the time to file her concerns regarding the pricing for her services.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any frustrations.After receiving this complaint, we...

investigated the customer’s concerns, starting with the call she referenced with our Customer Care Agent and the price quote of $32.99. On that call October 4, 2017, our customer was advised and agreed to the monthly rate of $54.99. This was after the agent advised of a recent increase in rates for the level of internet service she subscribes to of $2.00. As a courtesy, our agent applied a credit to the account which brought the balance to $32.99 for that month’s statement only.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 [redacted].Thank You.ThomasExecutive ResolutionsCox Communications

We appreciate our customer taking the time to voice their concerns regarding their experience with our Customer Care Center. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although we do see that our customer has since spoken...

with our Customer Care Center and advised us of their decision to discontinue their service with Cox, we would like to assure them their feedback regarding their previous experiences with our Customer Loyalty Department and Field Installation team will be addressed with the appropriate company leadership. We appreciate our customer’s patience and understanding. We truly hope that they reconsider Cox Communications as their service provider in the future.   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

December 5, 2016 Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with email.  Due to the concerns that the customer brought to the attention of your office, we attempted to reach the customer by phone on several occasions. ...

While we did not reach him directly, we left detailed messages and sent him an email, inviting him to contact us directly. We appreciate the opportunity to address the customer’s concerns.  Thank you for bringing this to our attention.   Catherine/Cox Communications Executive Offices/ Arizona

April 4, 2017—Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with his account billing.  Due to the complaint filed with your office, we attempted to reach the client by phone to discuss his concerns and answer his questions. ...

While we did not reach him when we called, we did leave detailed messages with our contact information.  The customer also contacted our Corporate Office and spoke to our Customer Relations Team on April 3, 2017, who assisted the client with his billing questions.   As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to voice their additional concerns regarding their account billing. While we understand our customer’s frustration, we would like to reiterate that our company has reviewed the call recording from 10/30/17 where the original service disconnection was requested by our customer. After reviewing this call in its entirety, we are able to confirm that our customer was advised of the early termination fee by our staff and at no point during this call was our customer advised that our company would be waiving this fee.  Although we understand this may be frustrating, based on our review of this situation our company does consider this matter to be closed.   Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

April 14, 2016—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing regarding his account and service rates.  Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on his...

account.  Our records confirm that the subscriber contacted us by phone on April 13 to inquire on transferring service to a new address.  The client was hot happy to hear that the BULK apartment discount he is receiving at his current residence is not offered at a his new address.  While the complex he is currently living at offers some cable TV and Internet as part of the amenities, many apartments and no single family homes have this option available.  While we would love to offer the same discounted rate at every service address, the apartment complex that the customer currently lives in has a contract with our company to supply these services as a benefit to residing in their complex.  Notes on the account indicate that one of our Customer Service Supervisors explained this to the customer on the phone on April 13, 2016. We hope this information has been helpful to your company as closure to this complaint.  Thank you. [redacted]/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]

[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.The Cox representative Ivan assured me that in the future they will sweep any gravel they caused to disperse off of customer driveways, and to rake out gravel ground cover to leave it in the state they found it after working on gravel covered yards.  He will inform his field service technicians about this.
Regards,
[redacted]

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 and...

verified that they have received their refund check.  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

Good Morning: I am in receipt of the Revdex.com letter dated February 14th with comments from Cox regarding the above reference claim. I am not in agreement with his assessment of the situation.  My husband and I signed up for service with Cox and were very plain that we did not want our security attached to the internet.  I have internet service thru my cell phone provider and did not want to pay more.  We have security in Alaska that runs through a cell phone and it works great. At first Chris told us we had to have internet and when my husband told him we did not want the security system then, he called someone and said they could make it work.  We then went forward.  Over time, we had many issues with Cox billing system.  They seemed never to get it quite right and we would then go to Matt Pendleton at the Surprise store and he would get the bill straightened out and a month or two later we’d do it all over again. All of this time, though, they never charged us for internet.  Then last, I believe October, we began getting a bill for internet equipment not returned.  A niece had returned our TV equipment.  We did not know we needed to return anything else. At this point they began harassing us.  I would explain we did not know we had the equipment and would gladly return it when we got back but we were in Alaska and physically it was impossible to return the equipment.  We spent hours on the phone with them.  One month I think someone was able to get it deferred and the next month it was right back.  I asked that they just defer it unitl we got back in January and we would immediately bring the equipment back.  They called us daily and kept insisting.  Finally , they said they would turn off our system if we did not pay for the equipment.  At that point after hours and hours of arguing with them and trying to get someone to be reasonable, I told them “Fine! I am sick of dealing with you anyway!”  No one reminded me of the contract.  I should have considered it, but after months of frustration, it was a little difficult to think.  We always pay our bills.  We have excellent credit and would go hungry rather than not meet our obligations, but when someone does not fulfil their part of the deal, we believe that is justification to void the contract.  I hope you can do something so no one else has to deal with this frustration.  I fear you will have difficulty as one never seems to be able to talk to the same person, they transfer you from one department to the other and no one seems to be able to help and then it all starts over again. We appreciate any help you can give us. Thanks. Barb B[redacted]

August 24, 2016—Revdex.com complaint rebuttal # [redacted]-- [redacted] We are sorry that the customer was not satisfied with the response that we sent to your office on August 17, 2016.  The client’s additional concerns and documentation have been sent directly to our Damage Claims Team as well as the Management Group at Ver Tek. A second complaint has been filed and the customer’s concerns have been duly noted in our office.  Because specific and PIN (personal identifiable information) cannot be posted in the Revdex.com’s publicly viewed website, our response to your office is limited. We do suggest that the customer contact our Damage Claims Department or Ver Tek directly to discuss regarding the concern at hand.  Thank you for the opportunity to respond. [redacted]/Cox Communications Executive Offices/ Arizona

I was told by Cox Communications that they would wave the remaining balance on my account. I was also told I would receive this and writing. I still have not received anything in writing period and until I do I don't feel that this is resolved. I would have really liked to remain a customer with Cox because I did have great service for a long time. But then I experienced horrible service that made me leave and go to another company. I would be willing to go back to Cox if they would honor what they said. And if I was given the same rate that my mother and friend pay for the same services I had. They were paying half the amount I was paying. I am asking for something in writing showing a zero balance. Until I have that I don't feel this is resolved

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.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have...

attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.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

July 7, 2016   Revdex.com complaint # 11544430—[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...

details.    At this moment we have resolved the customers billing 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...

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.  Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

September 15, 2015 Revdex.com complaint #   [redacted]  -*  [redacted] We were sorry to hear that a subscriber is unhappy with his services. Due to the concerns that the customer brought to your attention, we attempted to reach the customer by telephone to discuss...

the phone and internet concerns.  While we were not able to reach him, we were able to leave a detailed message with our contact information.  Although we have not received a call back from the customer, we have also reached out to him via email in hopes of coordinating an opportunity for our Field Leadership to address and schedule a time frame so we may perform the work needed to ensure he is receiving the services that he should. As always, we appreciate the opportunity to assist a valued client!  Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region