Talty Chevrolet Buick Cadillac, Inc.

We would like to thank our customer for taking the time to file his concerns regarding his account.  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 and were able to fully resolve his concerns.     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]

the modem was bought from cox. The man came and didn't know what to do with how to fix the problem. Was not what we discussed with the manager on the phone the other day. Problem is still there. Nothing was 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...

her concerns and once we are able to speak to her we are confident we will 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.  [redacted] E.Executive Resolutions Office of the General Manager Cox Communications, [redacted]

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. We previously contacted our customer directly to address their concerns in detail and have shared our findings with her that at no time was the customer owed a credit.  We have outlined the final months of the customers services below. This of course is a simple version, the complete and detailed version can be found on their month statements that are mailed on the 22nd of each month.  We would like to further note that our customer elected to terminate her services voluntarily on June 20, 2016.  At that point we do not provide access to any television networks through Cox service lines.  To access network programming the customer would need to acquire service with another provider or purchase a digital antenna at any electronics retailer.        4/22 – 5/21Customer monthly outstanding balance $98.87 Payment processed 5/17/16 - $98.87 5/22 – 6/21 Customer outstanding balance $114.36 includes pay per movie rental24 month promotion included a $20 step up increase from months 13-24 on 5/22/2016. 6/7Cox added an additional promotion/discount to the account ($15.00) and downgraded TV from advanced to Economy.  This was applied mid-month, customer received 50% of the discount and prorated change in service.New balance on the account $98.35 6/16Auto Pay processed payment for $114.36 leaving account at credit balance of <$16.01> 6/20Customer disconnected account.  Customer received pro-rated credit for last two days of the month and the Early Termination Fee of $112.41 leaving the account at a balance of $91.44. 7/1Customer final payment processed for total balance of $91.44. We consider this complaint closed as no credit was due at any time.  [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

July 19, 2016   Revdex.com complaint # [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 the customer directly.   The necessary adjustments...

have been made to the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Melissa/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted]   We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company.   Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and...

provide a successful resolution. We are confident that we will be able to provide a successful resolution for our customer and address all of their concerns.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]   We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

First, in answer to there response, I was told by Deana in the Tech department that it was a rental. Also we receive so much junk mail on a weekly basis from Cox, wanting to sell us service's. Most are geared towards new customers. I never at no time said that I acknowledged that I received some type of free upgrade. If that was the case I would have taken advantage of it. They also mention that they sent that out 2 year's ago. What about the prior 5 year's. I was obviously paying for 50 meg's based on there own admission. If they really cared about there customers, it would not have been to hard to call me about a service upgrade. They could set up an appointment to change the equipment in the same call. I'm so [redacted] of these large communication companies that just think they can do what they want. If I owed them money, they would want it ASAP or shut off my service. However if they owe me something it ends up like this. They are lying, period.

[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 #[redacted]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 Resolutions Office of the General Manager Cox Communications, Southwest Region

We are sorry to hear the customer is confused on his billing. Due to the concerns that he brought to your office we contacted him directly to discuss his bill. The customer has our direct contact information and we will continue to work with him to clarify his concerns. Thank You for bringing this...

to our attention. As always, we thank the Revdex.com for the opportunity to assist our customer.   Thank You [redacted] Cox Communications Executive Escalations

August 12, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer is having difficulty receiving his refund. Due to the circumstances, we contacted the customer directly to discuss his concerns.  We requested our Accounting Department to process the check...

and send to the customer as soon as possible.   The customer has our direct contact information if he has further questions regarding this matter.   As always, we appreciate the opportunity to assist our customer! [redacted]/Cox Communications Executive Offices/ [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.  The management and engineers moved very quickly to resolve the issue.  The phone call from Larry was especially appreciated.  Cox engineers found a switch not properly set deep why that happened is a mystery.  Either Cox or T-Mobile in the porting missed something.  Again thanks for the quick fix and response.
Regards,
[redacted]

We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although we...

completely understand our customer’s reservations regarding this change, we would like to reiterate once more that 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 have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback.    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.   Thomas Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their cable services.  Please let me begin with an apology for any inconvenience they 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 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed.  In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer. 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 ResolutionsCox Communications

We appreciate our customer taking the time to voice their concerns regarding the billing for their former Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this account, our Executive Escalations...

Department conducted a review of our customer’s account to gain a better understanding of their concerns. Following this research, our Executive Escalations Department was able to locate the call recording our customer had on 8/2/17 to schedule their service transfer. During this conversation, we confirmed that our customer was mistakenly quoted a 12 month price of $51.17 due to our employee not realizing an existing promotional discount was set to expire on 9/6/17. Since we were able to confirm the misquoted amount, a manual adjustment of $510.96 ($42.58 per month x 12 months) has been applied to honor the difference in pricing.   Our Executive Escalations Department also attempted to reach our customer by phone and e-mail on 9/26/17 and 9/29/17 to advise of this resolution but were unsuccessful on all attempts. 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. George Executive Resolutions Cox Communications

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 their services.  We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a...

service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jesse W. 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 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 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 ([redacted]) 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 unsuccessful in reaching our customer, we would like to assure them that as a courtesy we have waived the disputed charge for the recent repair visit mentioned in their original complaint. This adjustment will be reflected on their next monthly billing 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. Thank you. George Executive Resolutions Cox Communications