A & B Rent-All, Inc.

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.   We are more than happy to upgrade your cable receivers to the Contour 2 boxes.  If you are interested in doing so, please contact me, directly, at 877.982.5917 so I can set up the appointment for you.  I will also ensure that I waive any installation fees for my technician to come out to your residence.   Please be advised that if you upgrade your cable receivers your monthly rate will not change.    I look forward to hearing from you.   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 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 would like to take this opportunity to apologize for the delay in not receiving your $150.00 [redacted] gift card.  I received confirmation that your [redacted] gift card has been issued/mailed on January 13, 2017 and you should receive it within 7-10 business days.  Please contact me, directly, if you do not receive the [redacted] gift card.    Importantly, I apologize your phone number was not ported over to Cox in a timely manner.  I have provided the proper coaching and feedback to the various representatives and teams you spoke with regarding the issue.    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

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 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 your experience in establishing service and our process for customer contact from our...

technicians.
I have provided your feedback to the organizations within Cox that are responsible for ensuring that our customer(s) experience is more than exemplary.  I understand that the pre-call process was an inconvenience for you and on behalf of Cox, I apologize.
In reviewing your account, it appears that the installation was completed on May 5, 2015.  As a result of your experience, in addition to the installation credits that were applied to your account in the amount of $100.00, I have applied a 1 (one) month service credit to your account.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the inconvenience we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
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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,
[redacted]

I filed a complaint and it was resolved to my satisfaction.

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 new installation of service. 
In reviewing our records, it appears that you have an...

installation scheduled for September 16, 2015 between 1-3pm.   Cox would like to apologize for the delay in adding your address into our system.  As a good faith gesture, we have applied a $50.00 service credit to your account.
Again, please accept our apologies for these delays.  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],   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 we had a Cox technician come out to your residence on February 10, 2018 to resolve your issues.  It appears a credit adjustment of $10.00 for not having services for 6 days was applied onto your Cox account on February 9, 2018.  However, our department added an additional $100.00 courtesy credit adjustment onto your Cox account on February 15, 2018.  Please be advised the credit adjustment will reflect on your next billing statement.   [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 your interaction with our contracting team.
Cox would like to assure you that our...

contracting team is provided with the same level of training as our in-house employees.  Due to the volume of our customer base and the nationwide Cox footprint, we find it necessary to partner with organizations outside of our customer(s) local service area.  The level of service or call center that our customer(s) reach should be transparent to our customer(s).  Based on your complaint letter it appears that this is not the case.
Cox would like to apologize for your experience(s) and will use this as a coaching opportunity to ensure that our customers receive the legendary customer service we have built our reputation on regardless, of which division they reach.
Again Ms. [redacted], we apologize for your experience(s) and are hopeful that we will be able to restore your faith in us as your service provider.
Please feel free to contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
###-###-#### tel  ###-###-#### cell
[redacted]
Monday through Friday, 7:30am-4:00pm
[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]
Their  Response  regarding  their  Fees of $185.91 were  incorrect  since  they are  not  justified and not  matching at  all  & supported  by  all  their  previous  Billing from  February  thru  June  2017  for  the  following  Reasons : 1)  per  their contractual  Offer   of $109.99 +  rental  free  2 DVR   was  for 24  months  not  12   months  as  per  their  response. It  is  obvious   disregard  of  their  Obligations.2) on their  Bills  there  were  nowhere  to  see that  Equipment  rental  fees  are listed  and  itemized  as  such .3) the  April  bill  clearly  showed  the  amount  of  $144. 38 which  would  not  at all  support  their assumed Fees as  responded.4)  every  other  Billing  Fees from  other  Months  clearly  overcharged  a lot  over  their  April  Fees. Thanks  for  Your  Help & Assistance.

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.   First and foremost, I apologize that Cox has not called you back regarding your pricing concerns.  Our records show you spoke with our Corporate Executive Escalation Team on January 18, 2017 regarding your pricing concerns and Cox services.   Our records show you have the following services for a set price for 12 months with a 2 year service agreement.   Contour cable services           $34.99 a monthDiscount valid from 1/03/17 thru 1/03/18 Preferred data services           $54.99 a monthDiscount valid from 11/20/16 thru 11/19/17   Please be advised the above costs does not include equipment rental fees.  Therefore you have the following equipment(s) on your account:   2 Cable receiver boxes           $8.50 each /$17.00 a month   Modem rental                         $9.99 a month/discount rate of $6.99 a month$3.00 off for 12 month valid from 1/19/17 thru 1/18/18   Your monthly recurring charge for 12 months is $113.97 plus tax total is $121.19.  In order to receive these promotional offers, customers are required to be on a 2 year service agreement.  I truly apologize that our representatives placed you on a service agreement although you expressed you did not want to be any type contract.   Per the Escalation Teams at our corporate offices and in California – we promise to waive any early termination fees, if you choose to disconnect before the 2 year service agreement ends.  The 2 year service agreement is valid from 1/03/17 thru 1/02/19.   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.   This letter is in response to your complaint regarding Cox High Speed Internet service, your monthly data plan, and Cox’s introduction of data usage billing.   As background, Cox offers a variety of High Speed Internet plans to meet the particular needs of its customers.  These plans offer speeds ranging from 5mbps download/1mbps upload to 300 mbps download/30mbps upload service, and we are currently expanding Gigabit service across our markets.  All plans above include one terabyte (1TB) of data usage per month, and we also offer customers the option of 500G and Unlimited data add-on packages to accommodate individual needs.  Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.   As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers.  Cox also provides the tools customers need to monitor and manage their data usage.  For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period.  This is an easy way to check your household’s total monthly usage. Cox will also attempt to provide browser alerts and email notifications when you reach 85% and 100% of your monthly plan, and customers have a grace period of two billing cycles when data usage billing begins in your market.  Other online tools are also available to help you better understand and estimate your household’s monthly data usage, so that you can proactively manage your activity.  We anticipate that less than two percent of customers will exceed the monthly amount of data included in their service plan.  The list below gives a number of examples of just how much you can do with a terabyte of data in a month without exceeding the plan: Watch 140 two-hour HD movies Watch 300 half-hour standard definition TV shows Watch 1,500 three-minute videos Surf the web for 3,000 hours Listen to 30,000 songs that are 4-minutes long each   For more information on these tools, data usage, plans and more examples of all the things you can do with a terabyte of data in a month please visit www.cox.com/datausage.   While monthly included data is not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in your market.  However, we expect minimal to no impact for the vast majority of our customers, and for those who use data in excess of 1TB per month, we offer upgrade packages at a significantly lower cost than through standard overage charges.   We trust that the tools referenced above will be of help to you in managing and understanding residential broadband data usage, and we hope this information alleviates your expressed concerns.  You are a valued Cox customer, and if you have any additional questions concerning data allowances or usage billing, please feel free to contact Cox at (888) 269-0574.      Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd. San Diego, CA 92105

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 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.[I did NOT place my order online. I PLACED MY ORDER OVER THE PHONE WITH A COX REPRESENTATIVE. AND I CALLED COX BACK TO VERIFY WHEN I SAW THAT THERE WAS A PROBLEM- COX CABLE REP LIED. I HAVE A RECORDING OF THE CONVERSATION (PREVIOUSLY SENT) IN WHICH THE LIE WAS MADE AND CONFIRMED AND BASED UPON THAT LIE I WOULD LIKE COX CABLE TO BECOME AN HONORABLE COMPANY AND REMOVE THE HARD INQUIRY OFF OF MY ACCOUNT. IF IT IS NOT REMOVED THEN I WILL CONTACT MY ATORNEY.]
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 transferred your Cox services to your current address on October 25, 2017.  At that time, you were placed on a promotional discount of $129.99 for 12 months (valid from 10/25/2017 through 10/24/18).  The following promotional discount provided the following services:   Ultimate TV Free Cable Rental Box Ultimate InternetPremier Phone   The following charges is not part of the promotional discount as follows:   FCC fee of $3.82 a monthWi-Fi modem rental fee $7.99 for 12 months   Therefore, your monthly rate before tax is $141.80 and after tax, total of $165.20.    Unfortunately, when you went to the Cox store on December 5, 2017 the agent removed your promotional discount in error.  Therefore, you were being charged the full retail rate for services.    We have corrected the issue and backdated the promotional discount back to the original date as of October 25, 2017 thru October 24, 2018.   Due to the inconvenience, our Team has issued a credit adjustment on your current billing statement from December 13, 2017 of $450.24.  The credit adjustment will reflect on your next billing statement.   Mr. [redacted], Cox does not compensate customers with lost time therefore we decline your request for a credit of $10,000.00 to be applied onto your Cox account.    We have provided the proper coaching and feedback to the various representatives that you were working with to rectify the issues on your Cox account.  We truly apologize for the inconvenience but want to assure you that the issue has been resolved.   Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd. San Diego, CA 92105 Tell us why here...

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.   The credit of $50.00 was applied onto your Cox account on August 2, 2016.  You should be able to view the $50.00 credit adjustment online.    [redacted], you expressed on your initial complaint to the Revdex.com that you were quoted $119.48 per month if you added cable services.  You also stated that you have PDF copies of the order confirmation.  Can you please forward the PDF files so I can research and see why were not able to honor the quoted price?    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 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 and Cox for understanding and making this situation right.  I feel so much better and feel like I can trust Cox again.
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 equipment balance on your former account.
As a good faith gesture, I have removed the...

outstanding equipment and your account will be credited during our nightly processing. 
Please accept our apologies for any inconvenience we have caused you.  I am available for any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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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.   Our records show that you disconnected your Cox cable, internet, and Homelife services on August 17, 2016.  At that time Cox charged you an early termination fee of $271.39 toward your Homelife services.    On August 30, 2016, the early termination fee of $271.39 and the Homelife activation fee of $49.99 was waived/credited onto your Cox account.  A credit adjustment of $321.38 has been applied onto your closed Cox account.    However, please be advised there is an outstanding balance of $100.81 that is still owed to Cox. The charges are for the following services.    Cable               $49.63             Service period July 29, 2016 thru August 17, 2016Internet           $31.28             Service period July 29, 2016 thru August 17, 2016Homelife         $19.93             Service period July 29, 2016 thru August 17, 2016  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...