A & B Rent-All, Inc.

Dear *** ***,
Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customers
Our records show you disconnected your Cox internet services on March 1, However, there was a charge of $for services rendered from February 6, thru March 1, and a return payment fee of $At this time, I have removed the charges onto your Cox account and applied a total credit of $on April 8,
I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:00am to 5:30pm, Monday through Friday
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ /> *** ***, Office of the Regional Manager
Executive Customer Resolutions Specialist, California
*** toll
Federal BlvdSan Diego, CA
Monday through Friday, 9:00am-5:30pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear *** ***,
Thank you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter filed with the Revdex.com in regards to your alleged damage claim
As previously stated in our past email communications, we do have record of
the technician notating on January 17, that his knee bumped your USB sound card that was sticking out of your computerHowever, there are also notes that indicate that the technician confirmed that the USB sound card was still workingThe technician notated that a piece of the plastic came off however, it was still working
As you stated in your complaint letter, you continued to call our customer service team in regards to the alleged damageSince our notes indicate that the equipment was working, Cox denied your damage claim
Although the equipment is no longer available for purchase and is now out of warranty, Cox agreed to refund you $which is an estimated value (as you stated it was purchased in 2011) of the device you had
A refund check in the amount of $was mailed on December 24, to your forwarding address:
*** *** *** *** ** ***
Based on our findings, Cox must respectfully deny your request for further compensation
Best Regards, *** ** *** Executive Office of the Regional Manager
Cox Communications, California ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I went to sign up with Cox Cable in mid January of with service to begin on Feb 1, The agreement was the $94.08mo for 15mb/s internet service, DVR service, mini boxThe salesman informed me that this would include taxUnfortunately Cox does not write up an agreement with me at the timeI requested this and the salesman stated Cox does not give written agreements at the time of the sale and the agreement would be with the first month's billingI did add a modem rental which Cox states is $6.99/monthThis would bring the total billing to $101.07/month tax includedThe sales practice of Cox should be illegal if not illegal for selling goods without a written contract! Please adjust my billing to $101.07/month for the services listed aboveI understand movie rentals are in addition to my billing
Regards,
*** *** ***

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
There was three phone calls that took place, two on December
17th and one on the day of install as the rep who was installing
didn't bring enough boxes as I was quoted and soldI requested to listen to
the phone calls because the information you relayed to me that you "said" you
heard was incorrect but you will not let me listenYou stated that they spoke
to my husband, that was only on the day of install when I was to livid to speak
to the customer service manager after going without cable for a week, having to
drill holes in my hard wood floor and waiting on hold for over an hour with a
tech at my house for nearly hoursI was quoted and sold a package that
should be honored and as a customer I shouldn't have to suffer because of your
employeeI have spent countless hours speaking with several customer service
managers, techs and now you have given me the run around and still I'm not
being provided the service that I was soldThis is yet again Cox at its finest
customer service on letting down another customer
Regards,
[redacted]

Dear Mr. [redacted],   Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the...

quality of the service we provide to our customers.   Our records show you subscribe to the premium channels Cinemax, Showtime, HBO, and Starz with Cox.  Unfortunately if you choose to watch any TV series through the On Demand feature that is not recent then you will be charged a $2.99 fee.  So for example on May 25, 2017 you watched Season 1/episode 1 of Outlander.  Since this is not Season 2 (the most recent season) you were charged the $2.99 On Demand fee.  However, if you chose to watch Outlander Season 2 On Demand then you will not be charged the $2.99 fee.    I truly apologize for any inconvenience this may have caused you.  However at this time I have applied a one-time courtesy credit adjustment of $100.00 onto your Cox account.  The credit adjustment will reflect on your next billing statement.   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager  Executive Customer Resolutions Specialist, California 877.982.5917 toll 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm Tell us why here...

Dear Mr. [redacted],   Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve...

the quality of the service we provide to our customers. On October 30, 2017 you called into Cox to disconnect your cable services.  You maintained both your internet and telephone services with Cox.  At the time of disconnection, you should have been advised to return the two cable boxes, ASAP.    Our records show on November 9, 2017 you were charged for two unreturned equipment(s) for $575.00. On December 30, 2017 you called into Cox regarding the equipment charges.  The Cox representative processed return boxes to be shipped to your residence so you can return the equipment(s).  The representative also requested for the Collections Department to place an extension till January 19, 2018 to give you time to return the equipment(s).   Our records show the return boxes were delivered to your residence on January 4, 2018 (Fed Ex tracking# [redacted]).  On January 20, 2018 you called into Cox stating you never received the return boxes in the mail and therefore your services were interrupted.  Our records show that we shipped you another set of boxes to your residence on the same day and a payment of $537.56 was paid in full so your services would be reconnected.  On February 7, 2018 Cox received the unreturned equipment(s) and the charge of $575.00 was credited back to your Cox account.  Please be advised the credit adjustment will reflect on your next billing statement. Best Regards, [redacted]
 
[redacted]

Dear [redacted],   Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve...

the quality of the service we provide to our customers.   I apologize that we set you up on a 2 year Price Lock Guarantee contract without your authorization.  Our records show we charged you an early termination fee of a total of $188.48 plus tax onto your Cox account on July 21, 2016.  On August 23, 2016 I have removed the early termination fees of a total of $195.36 from your Cox account.  You will no longer owe that balance.    However, our records show that you have not returned the Cox Equipment(s).  Please return the equipment(s) at your earliest convenience at any of the Cox retail stores.    I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted] 
[redacted]     Tell us why here...

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 have reviewed your response and it is not a satisfactory response. I checked your charges right now on the website and everything you had mentioned is not applied to the account. Additionally I see that additional credits that were previously applied to this account are taken off. In different occaisions when I had called in, your system would charge me items like the self setup fee since I had to return all equipment, wait for a tech that did not show up and had to resort to picking up new equipment and installing these items myself due to problems with the boxes not registering correctly on your side. This issue will not resolve until at minimum I am given credit for (2) months of credit from cox since I was unhappy with your service from the date that I had the service transferred over and additionally will not be a happy customer unless if cox does not correct the bill as you have stated. Thank you. ]
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 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

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.
Again - this is not a technical issue. Cox has received many communication from me and they understand full well that this is not an equipment of technical issue. This is about them charging me for internet speeds they knew full well they could not provide. They have consistently tried to deflect this issue with both you, the Revdex.com, and the FCC, who rejected the exact response they sent to the Revdex.com. They misrepresented what they could provide to me and have overcharged me for four years. They need to refund me the $686 in overcharges. I will not pay them to send a technician out to tell me what both of us know - that they can not deliver the internet speed for which they have charged me for four years. Their position that this is a technical issue is an attempt on their part to delay and deflect this issue in the hopes that I will give up. I will not and they will have to refund me the money of which they defrauded me over the past four years. Typical of a big corporation, and exactly why we need organizations like the BB to help represent the individual consumer in these issues.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Cox refuses to maintain outside equipment on it's own initiative and even when informed of outdoor equipment problems (cable) they will not come out to replace the cable. Cox continues billing customers full price for service even when the phone AND internet service breaks down repetitively and becomes completely unreliable. Cox internet and phone are completely unreliable and breaks down LITERALLY on a daily basis, often several times a day. There is an OUTSIDE cable which has been on the apartment bldg longer than I've lived here, going on ten years now. Cox refuses to replace the cable, coming up with two different excuses so far. Initially I was told it was because the so called technician couldn't figure out which cable needed replacing. This is a ridiculous claim for two reasons. 1)There is only one outside cable connected to my apt which CAN be replaced. All other cable run through the wall into the apartment so obviously, they cannot be the cable we're talking about. There is only one possibility. 2) The cable which needs replacing stands out as the oldest, dirtiest, and most yellowed cable outiside the building and it REALLY stands out. It's obvious that it needs replacing. After giving up on telling me that the so called tech can't figure out which cable to replace, Cox switches excuses and starts acting as if the customer needs to be inside the apartment in order for the tech to replace a cable outside the building. This is also not the case. The tech actually came out after I complained about exposed wires and the old, outside cable. The exposed wires were covered and after that is when I got the call telling me he didn't replace the cable because he couldn't figure out which cable it was. When I there was only one possibility, then I get the run around that it can't be done unless I take off work and sit in the apt while he works outside. It's a TOTALLY outside job and that cable obviously needs replacing. Replace the cable!

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.
--------------------------------------------------------------------------------...⇄ Cox representative said all refunds are credited to me in the previous reply.But I do not see the $33 prorated refund for the 11-day service cut-off credited to my new account (The Camden Old Creek bulk account).-----------------------------------------------------------------------...⇄ /> 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 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear [redacted],Thank you for your response to my complaint. However, my complaints were not addressed in your response. Although you summarized my bill, there were many items that were not addressed.  I was promised that my bill would not change for 2 years. I was not explained that cox will be dropping my discounts and that my bill will change. I pay over $40 more per month on my bill due to the dropped discounts which was not explained to me when I signed up. I was also told that my alarm equipment would not exceed $1200 and that my installs would be free. I was charged more than what was promised. I am asking cox to abide by what was promised to me and refund the charges that I already paid for. I also asked cox for a manager to call me and explain all the charges line by line. The bill and the sales tactics from cox were full of "smoke and mirrors". Please let me know if cox will stand by their sales practice and explain all the buried charges that confuse consumers on their bills.Sincerely
[redacted]

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 your Cox Home Security experience. 
I would like to extend an apology to you on behalf of Cox...

in regards to the unresolved issues you have outlined in your complaint.  In reviewing your account, it appears you spoke with a Supervisor today and we have a trouble call scheduled for tomorrow to resolve your technical issues.  I personally have requested that we conduct a thorough billing review of your account to confirm that all charges are accurate.  Please note, we did receive a returned payment in the amount of $1, 616.79 which has affected your account balance.
Mr. [redacted], you should receive a follow up call within 48-hours.  If this does not occur, when its convenient for you, please contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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.
Condensed from complaint [redacted] I googled Cox Internet. Under the official Cox.com section, advertisement was "Internet- 50 Mbps $14.00/mo. It was a stand alone line with bundle pricing listed below. I hit the call feature which connected me directly with Cox. The salesperson said they were unable to see that specific pricing. After a discussion I was encouraged to order the service and talk to customer service about the pricing. I ordered the service (but only 15 Mbps which seems to be significantly slower than my 12 Mbps I had at my previous residence in IN at $39.99) on October 8. I contacted Cox CS online on Oct 12. They responded on Oct 13 and I re-responded also on Oct 13 including an attachment of the pricing. They stated that they were unable to view attachment due to internet security/safety- which is ironic since they promote and advertise the safest email as a product. They gave me a telephone number to call. I did so and reached Orlando. He stated he COULD receive attachments so I sent it to him. The next day I sent a follow up- No answer. I sent another message to online CS and they gave me the number. I reiterated that I called the number and had no luck and they messaged back and said to ask for a supervisor. Today I did that and spoke to [redacted]. She was unable to see the price/help so she connected me to [redacted] in loyalty. He states that there isn't such a promotion. I explained the entire history and he, along with [redacted] before, stated they could look at pricing but it would not be near that price. I continue to have a copy of the ad along with my correspondence electronically. My telephonic responses were to Orlando 10/19, Angie, [redacted] and [redacted] 10/29. Filed Revdex.com. They contacted Cox again. I received message from Sylvia asking me to email the ad. I did on 11/17 and left a VM telling her. I received a response stating she was out. She has not responded. Revdex.com closed out my account listed above because of 1 week lapse. So refiling.At this point, I no longer request getting the service at that price because this week after going without internet I have service from another provider. I would like Revdex.com to have record of this and would be happy to forward the email sent to Orlando and [redacted] containing the ad as well as a refund for my services that I received at a much higher price than anticipated.
Regards,
[redacted]

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.[redacted], I spoke to [redacted] @ Cox but have not received any communication since that call. This issue is not closed yet. [redacted] 
Regards,
[redacted]