A & B Rent-All, Inc.

Dear [redacted],Cox Communications (Cox) is in receipt of your second “rebuttal” 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.It was a great pleasure speaking with you on May 5, 2016.  Per our phone conversation,you have agreed to provide me a copy of your Cox receipt regarding the returned Cox equipment(s) including the modem you purchased.  I received a copy of your receipt on May 9, 2016 and I have submitted it to the retail Manager for research.  Once I hear back from the Manager, I will give you call over the phone, with our findings.I have also agreed to credit the two self-activation fees that were charged onto your Cox account.  The credit adjustments will reflect on your next billing statement.  Plus, I have applied a couple of additional discounts onto your account for 12 months to assist with lowering your monthly recurring charges. I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 9:00am to 5:30pm, Monday through Friday.Best Regards,COX --------------------------------------------------------------------------------...⇄ [redacted]), Office of the Regional Manager  Executive Customer Resolutions Specialist, California[redacted]5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 9:00am-5:30pm

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.
As of April 17, 2016, I have added the [redacted] ($10.00 a month) onto your Cox account for a discounted rate of $1.99 for 12 months. However, you stated on the complaint that you were supposed to receive the [redacted] for free per the online promotion. I will honor your request and will apply a lump sum credit of $1.99x 12 = $23.88 plus tax onto your account, today, toward the [redacted] fee. The credit adjustment of $25.44 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 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ /> [redacted], Office of the Regional Manager
Executive Customer Resolutions Specialist, California
[redacted] toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

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.THE email from COX cable that says they called but received a FAST busy signal just means that I was on the phone talking to someone else.   The good news is COX after over a month, made the correction to my service for the phone.  The bad news is since they are my phone company , they should know that this busy signal means I was on the phone-   since I had my account, I want a busy signal to prevent other callers from bothering me while I was on the phone, someone in their office changed it to go to voice mail, instead of a busy signal.  The reason I like busy signal is I do notlike being interupted  while I am on the phone, and also recieiving incoming calls makes out going faxes I send fail , and I get poor line connection .  SO one problem has been fixed ( I am glad that the fast busy signal was heard when they called ) now my service is how I want it to remain this way.  What they should have know is to try and call me later if they heard a busy signal.  I found out that this problem was corrected when I called last night.    I was also promised a CREDIT to my account which  have not received for this phone issue ,   I did have another problem also with internet for a few weeks and was told I would get a credit for that, each time I called,  I found out that I only got ONE credit for that and no credit for the problems I have had with the phoneI am home now, I am going to try and call the person that responded to my complaint nowI CALLED [redacted] again , and JUST left her a voice mail message at 319pm, I explained on her voice mail JUST now that if she gets a fast busy signal, to please call back in 15 20 minutes or so IF I DO NOT answer, she can leave a message in my voice mail 
Regards,
[redacted], [redacted]

Dear Ms. [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 a rebate offered to you at the time of establishing services.  In reviewing your account, I have...

determined the following:
Our records do not show that you would have not qualified for the $200.00 rebate as the cable portion of your services is paid by your apartment complex/association.  However, it does appear that this was not explained to you.
Although you do not qualify, Cox has applied a $200 credit to your account which will reflect on your next billing statement.  Please accept our apologies for any frustration this may have caused you.  We will use your experience as a coaching opportunity to ensure that accurate information is provided to our customers.
Again, please accept our apologies.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],   Cox Communications (Cox) is in receipt of your “rebuttal” 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.   As we stated in our original response to your complaint the promotional offer of $129.99 is only for the following services:   Ultimate TV Service1 Free Rental Cable ReceiverUltimate internetPremier Phone service   DVR services and additional equipment is NOT part of the promotional offer.  Our technicians (installer) are not supposed to discuss any pricing with our customers since they are not trained to do Sales.  Therefore, the information he provided to you was incorrect unless he was referring to the free rental cable receiver.  Our Panoramic Wifi product always include an equipment fee since it is Cox equipment.  You may have the option of purchasing your own equipment if you choose to not use our equipment.  If you do so, then the equipment fee will be removed from your Cox account.    You state in your letter you never ordered the Cox Service Protection Plan (CSPP).  Therefore, as of November 2, 2017, we have removed the CSPP services.  Since we charged you the fee on September 8 and October 8, 2017 we have applied a credit adjustment of ($6.99 x 2) = $13.98 plus tax total of $14.92 onto your Cox account.  The credit adjustment of $14.92 will reflect on your next billing statement.   Your new monthly recurring charge before tax is now $165.29 and after tax total of $189.86.   Lastly, Cox does not offer customers a 24 months promotional discount.  We offer customers a 2 year services agreement with a 12 month discount.  You are not in a 2 year service agreement and have a 12 month promotional discount.    Again, we apologize that you were provided the incorrect information.  We have provided the proper coaching and feedback to the representative that you spoke with on August 13, 2017.    Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd. San Diego, CA 92105   Tell us why here...

At this time, there isn’t anything further I can assist Mr. [redacted] with.  Unfortunately, I do not have the capacity to continue calling Mr. [redacted] throughout the day until his line is not busy or he is available.   As mentioned in our previous response, if  Mr. [redacted] is having billing or service issues, he may  contact our customer and/or technical service team.  The Executive office does not have the tools available to assist as our frontline  employees do.If Mr. [redacted] chooses not to contact our customer service and/or technical team, we will consider his concern(s) resolved.Please let me know if you need anything further from me.

Dear [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 a recent credit inquiry conducted by our sales team. In consideration of your request to have this inquiry...

deleted from your credit file, I have reviewed your account and have determined the following:
On December 18, 2015 you placed an order for Cox Premier internet service. In reviewing the call, the sales representative asked you for your social security number in which you provided in order to determine whether or not a deposit would be required. The call revealed that you were not required to pay a deposit based on the results of the credit inquiry.
Based on this information, we must respectfully deny your request to have this inquiry removed from your account nor can we have the address associated with the inquiry removed.
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.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[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.
I don't recall downgrading the service. I called to ask why my rate went up from $35 to $53 within a few months and I was offered a 20% discount which would be $42 and I accepted that. It is hard to believe the rate went up again the next month to $58. Something is fishy here!
Regards,
[redacted]

[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.   Unfortunately our records show that you have two cable boxes that have not been returned from your closed Cox account# [redacted]-04.  This is why you have write off balance of $447.80. The two boxes that have not been returned have a serial numbers.  Below are the serial numbers for the two cable boxes that need to be returned to Cox.   [redacted]
[redacted]   Please be advised that once the cable boxes have been returned to Cox then the equipment charge of $447.80 will be credited back onto your closed account.    You can return the Cox equipment at any Cox Solution Stores in San Diego/Oceanside.    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 free 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm     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. My account balance currently shows $0 and no credit was given.  I am requesting for a full refund for the overpayment.
Regards,
[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 our most recent price change.  I would first like to apologize for your online chat experience...

as it does not appear that our reason for rate change was thoroughly explained to you.
The pricing of Cox's video, high speed Internet and digital phone services change to reflect the increased costs of doing business.  The primary reason for the increase in the retail price of cable television is the rising wholesale cost of television programming.  Broadcast networks such as [redacted] now charge higher fees to cable and satellite companies that distribute their television content instead of primarily relying on advertising to generate income for their station.
 
While Cox absorbs as much of these costs as possible, a portion has to be passed to consumers.  However, Cox continues to enhance its service offerings to bring even more value to customers.  Enhancements include more TV Online options so customers can watch television when and where it's convenient for them, new HD programming such as [redacted], and an advanced interactive programming guide with new features.
 
The costs associated with meeting customer demand for faster, dependable high-speed Internet have also increased.  Internet use is doubling every two years and people are consuming more data now than ever before.  Cox continues to invest and improve its network in response to this growing demand. Customers can benefit from the fastest in-home WiFi available in the nation, increased cloud storage for most customers, and free access to a comprehensive suite of security software, including parental controls.
 
Cox is also part of a cable consortium that offers its Internet customers access to more than 300,000 free Cable WiFi hotspots nationwide in popular cities such as Los Angeles, San Diego, San Francisco, Las Vegas, Phoenix, Philadelphia, Chicago, New York City and Washington, D.C.
 
If you are experiencing technical issues such as slow speeds, please feel free to contact me directly and we will have a technician come to your home at your convenience. 
 
Again, please accept our apologies for the lack of explanation during your initial call.
 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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.   Our records show you called into Cox on Sunday, March 26, 2017 to cancel your services however our Billing, Sales, and Retention departments are closed on Sundays.  I apologize for the inconvenience.    I can disconnect your cable and phone services.  However, I want to make you aware that once the services are disconnected your data service pricing will be charged the regular rate of $87.99.    Please let me know if you’d like to proceed with the disconnect.   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 Ms. [redacted],   Cox Communications (Cox) is in receipt of your “rebuttal” 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 a courtesy credit adjustment of $20.00 was applied onto your Cox account on October 6, 2017 due to a miscommunication of when Cox initially debited your bank account for a “promise to pay”.   However, Cox rectified the dispute and ultimately debited your bank account of $163.58 on the date you requested for October 13, 2017.  Therefore, Cox will decline your request to have a credit adjustment of $163.58 be applied onto your Cox account.    Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd. San Diego, CA 92105 Tell us why here...

Sine the filing of my complaint I was able to get a hold of an associate who was able to make sure my bill only increased $18 instead of $38 dollars. You referenced in your response that I was given a 2 year price lock guarantee where my rate could not increase. Yet it increases after 12 months. that does not make sense however you try to spin it. I asked the associate multiple times when I signed up if my rate of $115 would be the same for the entirety of my 2 year contract and she confirmed. Which in fact is not the case. In my line of work that would be deemed fraud and my company and I would be sued. Apparently this is how cox does business. I begrudgingly accept the increase of $13 as it seems I have no choice. I urge those reading to avoid cox at all costs and will be disconnecting after my 2 year "contract" is up.

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 account.  I have reviewed your complaint letter and Cox account and have determined...

the following:
Our records show that we are currently mailing you a monthly Cox statement to your service addressed.  However, On October 24, 2014, our records show that you selected to "opt-out" from receiving paper statements and therefore, your billing was provided online. 
In regards to lowering your rate, our records show that you spoke with a Cox customer service representative on June 3, 2015 and were advised that based on the level of service that you subscribe to, you were taking care of the most aggressive discounts available.
Based on this information, we must respectfully deny your request to lower your monthly rate.  Since you are  not in contract, you may cancel your services at any time without penalty.
I am available for any additional questions and/or concerns you may have regarding your Cox account.
Best regards,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
858-836-7319

Mr. [redacted],
I have submitted a request to have our construction team go out and check the status of the street repair.  They will make contact with you to advise you of next steps if any.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your former Cox account. 
On behalf of Cox, I would like to extend an apology to you for the...

misinformation you may have been provided.  I have shared your experience with the organizations within Cox that are responsible for ensuring our customers are provided accurate information which aids in their buying decision.
As a result of your experience, I have issued a credit for the remaining balance on your closed account. 
Again, please accept our apologies for the inconvenience we may have caused.  I am available for any additional questions and/or concerns you may have.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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.   We apologize for your recent experience(s) with our Cox (contracted) technicians and retention representatives that took place at the end of May 2016.  Unfortunately, there is no record stating that a credit of $50.00 would be credited onto your Cox account, due to the inconvenience.  However, I will honor the $50.00 credit and it will reflect on your next billing statement.   On the desired settlement you requested to be compensated $200.00 for missing a day of work.  We do not compensate customers for lost time so we kindly deny your request.    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]
[redacted]
[redacted]
[redacted] 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.   Our records show your wife had equipment Ubee DDW366 installed onto her Cox account on May 13, 2014.  At that time the equipment was suitable for the level of internet service she was paying for.  It was not until 2 months ago that we have increased our internet speeds therefore customers that had Ubee DDW366 was encouraged to swap out their equipment.    Our records also show the last time a technician was at her residence regarding her data issues was on July 8, 2015.    Unfortunately, Cox will decline your request for a credit adjustment $1365.00 to be applied onto your wife’s Cox account.  However, we would like to offer a 2 month credit adjustment onto the account for the ultimate data price of $77.99 x 2 = $155.98.  The credit adjustment will reflect on your next billing statement.   Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team

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 agree to pay the balance of $347.94 for my actual service charges if the termination fees and all other additional charges are removed from my account. I was not told that there would be any additional charges to my account when I suspended services. I was told I had up to 9 months to suspend my account and in that time could bring it current until I was financially able to keep up with the monthly bill. I did not make any payments because of all the additional charges that were tacked on to my account incorrectly and I did not agree to them.
Regards,
[redacted]