Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their Cox account refund.  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 do see the refund amount of $119.74 was processed as a mailed check by our Refunds Department on 9/08/16. However, since our customer has requested this be returned to her original method of payment we have canceled the mailed check and send the funds back to the method of payment on file for this Cox account. Our customer can expect to see the funds deposited into her account within 72 hours. We have left a message with our customer with our contact information and 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. Thank you. [redacted] Executive Resolutions Cox Communications

[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,
Eugene H[redacted]

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their 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 her concerns regarding her former Cox account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations. Upon receiving this complaint we were able to...

make contact with our customer on 2/10/16 to address her concerns. During our conversation with our customer we were able to come to a resolution regarding an appropriate adjustment to the account for the missing equipment. 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 S. Executive Resolutions Cox Communications

November 19, 2015
Revdex.com rebuttal Hernandez--# [redacted]
We were sorry to hear that the customer was not satisfied
with our assistance.
We spoke with our Field Service Leadership on the customer’s
concerns and received confirmation that the customer has a bad line which is
causing the tiling issues.  The line
cannot be run by our company and will require an electrician to replace the
line.  The customer has been advised and
understands that the fault is not with our service, but with his own wiring.  We also confirmed that the other cable boxes
in the house that are not connected to this line are working flawlessly with
our service.  We have explained this to
the customer and he understands.
We hope this information has been helpful.  Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona

September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours.  We do empathize with the customer’s frustration with her rate change.  While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing.  This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have.  This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee)  The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email.  We hope this information is sufficient for closure to this complaint.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]   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.   After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office...

on 10/24/16 regarding this matter. The Corporate Escalations Department followed up with the customer on 10/28/16 after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his Internet service and 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 receiving this...

complaint we were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have 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 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 the concerns and provide a successful resolution.Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox 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.On June 3rd Cox called me to respond to my complaint I was told they would give me the service we discussed for $170 for two months and then it would go up to $198 per month that number never came up before. On April 27th their original price was $170 per month for 1 year, Cox should honer that price. I feel I'm being treated very unfairly. Regards,[redacted]

We want to thank Mr. [redacted] for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the account. With this equipment now removed, the unreturned equipment charge of $131.69 will be removed from the account within 1-3 days, leaving the account with a zero balance. 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. George 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.
Regards,
[redacted] My credit report shows Cox Communications allegedly allowed a Cox Localization Data "RS $Service Name Switch L Service Name" with pnp networking tosync to my home thru remote access in Cox box on street/NO ONE EVER CHECKED NOV 13/ COULD NOT GET BOX OPEN THREAD SPLIT HE SAID. There isevidence a splitter aux from 2 cox customers cox dvd10 and cox P dvd 10 sync somehow to my home thru efi /firmware interface and etl electric trunk line.This account set up by someone in 2014, affecting my credit/ a cox collection and due to alleged identity theft issues reported to Police.I have given cox investigator/ [redacted], mac addresses and other evidence showing on my Asus laptop to catch illegal cox customers linking to me, he refused toinvestigate this matter and I want a new COX DETECTIVE INVESTIGATOR on this case or I go to ATTORNEY GENERAL OFFICE, as this is quite serious hackingfrom illegal cox link to my home.  On 5/26/15 my neighbor whose home I connect to: 10126 N 100th place had Pinnacle Comm for Cox install Cox and hergeo id/ and account information links to my home.. and I saw the workers in the CABLE BOX belonging to me/ not my neighbor/ and I allege illegal splitteror junction located there/ tied to my address tag in the Cox box on street.  My computer shows a MS COX COMMUNITY access which disturbs me and 8 hubpnp/ peer networking Broadcom users link to my personal Asus /in my home without internet.  I have wifi modem identities of each/ all Cox customers.other than one CLink 4195 customer also linking to my home thru electric trunk line and splitters aux/ shown on my laptop.I have also explained to Cox. my Asus shows a Global Cox id pop3 linked to me GUID{4875 666 8c43 4db5 abof 2 eb 7377 ae330} AND IT LINKS TO AMICROSOFT REMOTE ASSISTANCE{126CD3ED442EF} build string 22  OSLI=USWVHP  Intl 3=10150  .com=pis-bza SWSETUP GLBL 1.0.0.0  A-1 WINVTXX

if they truly listened to this call they would hear verbally the agreeable to waive the fee this further shows the company is dishonest and unwilling to provide excellence service. This company has poor service and fails to notate accounts then apologizes but makes no change. You will find with them you constantly hear  what they will do to make things better but no changes happen. It is unacceptable to require cancellation fees and then put someone into an agreement and you don’t hold up your in providing good service that’s fraud

Revdex.com #[redacted]We are sorry to hear that one of our customers had a negative experience with our company.  While the residential team does not handle concerns for our Business subscribers, we have sent the customers comments to our specialized Cox Business team for...

assistance.  Executive EscalationsOffice of the General ManagerSouthwest Region

We appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims.   Thank you. Executive EscalationsCox Communications

[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]

June 7, 2016-Revdex.com complaint # [redacted] We were sorry to hear that the customer was disappointed after her recent interactions with our employees.  As a customer oriented company, it is never our intention to cause problems for our subscribers. Due to the concerns that the client...

brought to the attention of your office, a thorough review has been completed on her account.  Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late charge. The total credits applied to her account were $158.78. The current monthly rate is $80.97.  The customer’s billing is current.  We do not show support for further credits to be applied. We hope this information has been helpful to your office.  For future questions on the billing, we advise the customer to contact our Care Center at ###-###-####.  Thank you for the opportunity to address the issues at hand.  Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing.  It is certainly not our intention to cause any frustration. Due to the concerns the customer brought to the attention of your office, we thoroughly reviewed his...

account.  At the conclusion of our investigation we determined that the balance owed on the customer’s former account includes unreturned equipment charges and final billing for services rendered.  The total amount owed for unreturned equipment is $940.00 and $253.10 is for services rendered. Our customer’s balance owed is valid, because of this we cannot remove the mark on his credit report.  However, once the equipment is returned and the balance is paid in full, we will update his credit report to reflect that the balance has been satisfied.  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

August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office.  Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com.  The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution.    Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona