A & B Rent-All, Inc.

Revdex.com-
I have issued a one-month phone credit to Mr. [redacted]'s account in the amount of $40.32.  Cox does not have sufficient notes to justify a monthly credit for internet. 
Our records show that on May 21, 201, Mr. [redacted] called into our technical support and his modem was reset.  Our records show that Mr. [redacted]'s main concern was his phone feature (call-waiting).   
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Ms. [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.   First and foremost I apologize that you are having ongoing issues with your internet service.  On August 4, 2016 I contacted you at [redacted] and left a voicemail message.  I would like to schedule for a Cox technician to come out to your residence, at your convenience, to trouble shoot the ongoing issue.  If you would like to proceed with this offer, please contact me directly at [redacted].  Please be assured that you will not be charged for the tech visit appointment.   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,   [redacted]
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
    Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will just have to be...I was expecting a call from [redacted] , Executive Office of the Regional Manager of Cox Communications, California but it seems her out of office activities are more important than retaining a customer. !
Regards,
[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 through the Revdex.com in regards to the cable service billed to your account.  We have conducted a thorough review of your...

account and have determined the following:
Our records show that on September 20, 2013, you visited our local retail center and requested to disconnect your telephone service and install Cox cable as well as add home networking service.  At that time, the Cox representative provided you with a cable box and modem router combo. 
You contacted us on May 23, 2015 to dispute the cable charges.  At that time, your cable service was canceled and you were advised of the unreturned equipment charge if t was not returned within 7-business days.  Notes on your account indicate that you were disputing the equipment charge as you state you never received it.  Cox conducted an investigation which included searching for the equipment in our warehouse and are unable to locate the outstanding equipment.  Based on this information, we must respectfully deny your request to have the equipment charges removed.
Please accept our apologies for any inconvenience this may have caused you.  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
[redacted]

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.   The $150.00 credit that was applied onto your account was a courtesy credit and not a specific amount toward your monthly charges.  Unfortunately, no further credit will be applied onto your account.    Mr. [redacted] you have also stated on your rebuttal that you signed up for a 48 month contract.  Cox does not offer customers a 48 month Price Lock Guarantee (PLG) contract.  You are on a 24 month PLG contract starting from March 24, 2016 through March 23, 2018.  I have attached a copy of your April 13, 2016 statement for your review on the PLG contract (please see page 1 & 2).   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 877.982.5917 toll 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 9:00am-5:30pm     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.  For your reference, details of the offer I reviewed appear below.
Over the course of 2 years Cox has raised my rates 30%+ and changed my the speed of the plan I purchased. They have done this with no regard to my agreed upon contracted plan. The rate and details of the plan should not change. I filed an FCC complaint and Cox obfuscated in their response. Cox indicated they can raise rates with 30 day notice. That is untrue. My service plan was for a short period discounted rate with a specified rate thereafter, not subject to being arbitrarily changed without agreement from all parties involved. At the time of service being initially purchased, there was no stipulation that rates or service would change beyond the expiration of the promotion rate. Cox changed my plan without my consent with regards to both pricing and the speeds for which I agreed to. Cox also indicated that ATT offers service in my area in a rebuttal to my charge of them wielding monopolistic price gouging powers on customers in my area. I contacted ATT and there are no similar broadband plans available in this area of Irvine. They indicated they would give me a courtesy "discount" for 1 year. It is only an attempt to bribe me from pursuing further action so they may continue their practices of illegally raising rates in a monopolistic enterprise, engaging in price gouging and ignoring the consumers that have no choice but to use their provided utility service. This is the second time I have complained on the Revdex.com, with no response as of yet to the previous.I want the plan I ordered, with the speed I ordered, at the price I ordered, not subject to change until I either request different service or discontinue it. $47.99 per month for, I think it was 5 or 10 Mbps. The former plan details are no longer listed on their website, I only have billing information.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  I would first like to apologize for the delay in resolving your damage claim. 
In reviewing your account, it appears that a credit of $350.00 was applied on May 20, 2015.  This...

credit will reflect on your next billing statement.
Again, please accept our apologies for the delay in responding to you.  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
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Dear Mr. [redacted], Please accept my apology for the delay in responding to your initial complaint. Per your request, I have applied a credit to your account in the amount of $75.47.  This amount is equivalent to the two payments that you made on your account and will be refunded in the form of a check. Cox would like to apologize for any inconvenience we have caused you.  Respectfully, 
[redacted]Executive Office of the Regional ManagerCox Communications, California858-836-7319

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.
It's regrettable that Cox cares more about making a few extra bucks rather than being honest with their long term customers. Unfortunately this is the consequence of holding a monopoly in the cable business for our area.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your concerns about Cox’s “Go All -Digital” transition.  Cox appreciates that this change will affect our customers who have either never used Cox provided equipment or...

have cable ready television sets.  In an effort to ease the transition, Cox is providing a variety of discounts for the new mini-boxes.  To find out which discounts you are eligible to receive, please contact Cox customer service 888-222-7743 or visit one of our retail stores.
 
We are moving with the industry standard to provide you a purely digital picture on every TV.  Most TV providers have moved or are soon moving to a digital only service.  As a Cox customer, benefits you'll see include better picture quality, more channels and an on-screen guide.  All TVs that are connected directly to the cable outlet on the wall will be affected when we make the transition to all digital.  The mini-box will be required to continue receiving television signals once the transition is completed. 
 
Please call the above referenced number if you have any additional questions and/or concerns.
 
Respectfully,
 
[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 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.  Thank you very much for your assistance on this matter!
Regards,
[redacted]t

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 you were experiencing intermittent data issues on your Cox account.  On September 8, 2016 I spoke with you via phone and you have stated that you are no longer experiencing the intermittent issue.  In the event you have any issues with your Cox services/billing please feel free to contact me at [redacted].   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...

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]

Dear [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.
Per my original response to you dated April 8, 2016, you have
the following services. 
Our records show that you received the Advanced TV and
Essential Data services for $79.99 for 12 months with a 2 year Price Lock
Guarantee (PLG).  However, you added DVR
service for $11.99, a rental cable box for $8.50, and a rental modem of $6.99
for a monthly fee.  Our records show you
currently have a $5.00 off discount for your DVR services for 12 months so the
monthly fee is $6.99.  Your monthly
charge for 12 months is $102.47 and after tax total it is $109.04. 
Since you have added DVR service and there a rental
equipment fees, we cannot lower your monthly charge to $94.08, per your
request.  If you would like to downgrade
your services by removing the DVR service and cable box and replacing the cable
box to a mini box then your monthly fee will be $89.97 before tax.  However if you choose to keep your services
the way it is then your monthly will remain $109.04 for 12 months. 
You also requested that we remove the $20.00 step up fee from
months 13 through 24.  Unfortunately, we
cannot make any changes onto your Cox account, until your current discounts
expire.  I strongly advise you to call
into Cox on February 1, 2017 to see if we can add any discounts to help lower your
monthly fee, at that time.
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 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 recent install.  We have reviewed your account and have determined the...

following:
Our records show that when you placed your online order, there was an error in the promotional rate that was listed.  The website listed your total savings as the monthly recurring rate.  We thank you for bringing this error to our attention.
As a result of this error, we have issued a lump sum credit to your account in the amount of $409.85.  This amount was figured as follows:
Amount you are being billed:   $64.99 (not including taxes and fees)
Amount quoted online:              $31.01 (not including taxes and fees)
Difference:                                  �...⇄ x 12-months = $383.76 (not including taxes and fees) $409.85 (including taxes and fees)
Please accept our apologies for any inconvenience this has caused you.  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 [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 that [redacted] responded to your original Revdex.com complaint on May 31, 2015 stating the following – please see below:      On April 8, 2015, Cox received a credit card dispute from American Express in the amount of $373.49.  Our records show we billed you $1066.46 for cable and internet from July 2014 to January 2015.  The difference between the amount billed and the amount disputed and credited is $692.97 ($1066.46-$373.49=$692.97).  As a result, Cox has credited 50% which is $346.49  ($692.97/2= $346.49).  This leaves a remaining balance due to Cox of $77.05.   Therefore [redacted] issued a courtesy credit of $346.49 onto your Cox account on May 31, 2015 which left a balance of $77.05 that you owed to Cox.    However on June 1, 2015 Cox received the following charged back fees from your [redacted] account as follows:    $180.87 $180.86 $180.86 _____________ $542.59   Since those fees were charged back to your Cox account, a return payment fee of $25.00 each x 3 = $75.00 was also charged to your Cox account.  Regretfully, the balance of $694.59 is valid and the monies is owed to Cox.     $77.00 $542.59 $75.00 ________ $694.59   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...

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 your video service.  In reviewing your account, it appears that the video services have been...

disconnected and the applicable early termination fees have been waived.
Cox would like to apologize for your video experience and are hopeful that we will be able to restore your faith in us.  If there is anything further we can do to assist, please contact me directly.
Respectfully,
[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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
[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.   I truly apologize for your recent experience with our staff at Cox.  Per our phone conversation, on June 17, 2016, you have requested for your cable, internet, and home security services to be disconnected on June 21, 2016.  After your services are disconnected, I will waive the early termination fee that will be charged towards your home security services.    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.   Our records show you installed Cox services on July 9, 2016.  At that time you were on a 12 month promotional discount of $99.99 for Contour TV, HBO, Preferred Data and Premiere phone with a 2 year service agreement.   You are still receiving a discount which is called a $30.00 step up that is valid through July 8, 2018.  We apologize for any confusion this may have caused you but you are being charged correctly.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ The Executive Escalations Team - California