A & B Rent-All, Inc.

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 had a 12 month promotional offer from April 24, 2016 through April 23, 2017 with a 2 year service agreement valid through April 23, 2018.  Therefore your estimated monthly recurring charge from April 24, 2016 through April 23, 2017 was $139.11 after tax total.    Since the promotional offer expired on April 23, 2017, your monthly rate went up by $30.00.  The charges are valid on your Cox account.  If you choose to go to a different provider, we will waive any early termination fees accrued onto your Cox account.      Best Regards,     COX - California --------------------------------------------------------------------------------...⇄ Executive Escalations Team   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. We apologize that you were unaware of the Cox Service Protection Plan (CSPP) that was added onto your Cox account on June 3, 2017. However our records show that the CSPP feature was removed from your account on that same date along with a credit adjustment of $7.37. Per your request, you are asking for a 1 year credit for the CSPP fee, but since we were able to cancel the feature immediately, we cannot honor your request. However, I will issue a one-time courtesy credit of partial of the requested amount of $42.00 onto your Cox account. The credit adjustment will reflect on your next billing statement. Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalation Team

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 webmail service. 
Cox is pleased to announce that on June 16, 2015, Cox installed 4 new...

email servers that appear to have resolved the intermittent webmail issues our customers have been experiencing for the past few months.
Please note that webmail is an incentive to our customers that subscribe to Cox High Speed internet.  Cox does not charge a monthly recurring rate for webmail.  However, we understand that these technical issues have caused you great frustrations.  As a good faith gesture, I have applied a one-month credit towards your internet service.  This credit will reflect on your next billing statement.
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 you downgraded your internet services from Preferred to Essential data on February 2, 2016. At that time the monthly rate for Essential data services was $52.99. At the time you downgraded your internet services there were no discount applied toward your internet service.
On March 3, 2016 there was a rate increase that took place in the California market. Therefore your Essential data services went from $52.99 to $57.99 a month. Fortunately, I was able to apply a 20% discount ($11.60 off) onto your Essential data services for 12 months. Your new monthly recurring charge is $46.39.

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

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 the options available to customers online.  I have reviewed your complaint letter and would...

like to respond accordingly.
Many customers subscribe to multiple services which qualify their account for the Cox "bundle" discount.  If a customer removes required services, this may actually increase their monthly rate as opposed to decreasing it.  Based on this information, Cox would prefer that customers call in to modify their rate so that we can explain the rate change and/or offer additional options to reduce their rate.  Cox does not intend to portray this as misleading or deceptive and would like to apologize if you have perceived it as such.
Mr. [redacted], on behalf of Cox, I would like to thank you for your feedback.  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]

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.
The main issue is my site via Sales team is a site that has service. I was told it had service. After determining Cox had a issue with that line, they set up a planner to advise Cox cost. My complaint has gone back and forth with cost to complete and getting it done. The site had a drop for a Cox somewhere under ground that line has degraded or is not working from the switch to my house 65 feet away in a straight line to the switch to my house. As of Wednesday last week the Sales team refused to approve cost to service lines that were there that are damaged. Somehow their position change and the construction company said the cost was approved and they were going to do the work free of cost to consumer.  I only reject because of the flip and flop of the divisions involved in this matter. As of today with a supposed approval to repair their lines, I would only accept their explanation if the job actually gets completed. My main concerns about my complaint was I was being sold a package for service with the gauss through discover on the sales computer that the site is serviceable and has service in the area. Once it was determined Cox had a issue with the line, they actually back pedaled in who should bare the cost to repair their lines.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for your interest in Cox High Speed internet service.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the restrictions implemented on your address.
Our records show that on March 4, 2011, our audit team discovered that...

our network had been tampered with which resulted in unauthorized services being provided to your home address.  As a result, a filter was placed on the outside line.
 On March 10, 2011, our audit team discovered that the filter that was placed on March 4, 2011 had been removed which again provided unauthorized service to your home address.
 Per Cox policies which are located at: [redacted]
2. SUSPENDING AND CANCELLING THE SERVICES.
Your Cancellation of the Services. If you purchase Cox Services pursuant to this Agreement, then you may change or cancel individual Services by calling the Cox customer service number on your Cox bill. This Agreement remains in effect for any state-to-state or international Services that you continue to be enrolled in, use, or pay for. If you want to cancel all of the Services, discontinue your use of all the Services and call us at the customer service number listed on your monthly bill.
Fraudulent Use. You will not use the Services for any unlawful, abusive, or fraudulent purpose, including for example, using the Service in a way that (1) interferes with our ability to provide Services to you or other customers; or (2) avoids your obligation to pay for the Service. If Cox has reason to believe that you or someone else is abusing the Services or using them fraudulently or unlawfully, we can immediately suspend, restrict, or cancel the Services without advance notice. In addition, your Service shall be subject to discontinuance, without notice, if Cox is required to comply with any order or request of any governmental authority having appropriate jurisdiction.
Based on this information, we must respectfully deny your request for services.
 
I am available for any additional quesitons and/or concerns you may have regarding this response.  My direct number is ###-###-####.
 
Best Regards,
 
[redacted] L. [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.
First and foremost, I apologize for the delay in receiving your $200.00 gift card for signing up with Cox Communications. I received confirmation on February 26, 2016 that you should receive your $200.00 gift card within 7-10 business days. In addition, due to the delay, I have applied a $100.00 credit onto your Cox account. The $100.00 credit will reflect on your next billing statement on March 15, 2016.
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am – 5:30pm, Monday through Friday.
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ /> [redacted]), Office of the Regional Manager
Executive Customer Resolutions Specialist, California
[redacted] tel 866-570-5486 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 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 need.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the disputed modem charge that was billed to your account.
In reviewing your account, it appears...

that the equipment charge has been removed from your account.  A credit in the amount of $81.01 was applied to your account on July 10, 2015.  A refund check was mailed to your billing address of:
[redacted]
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
###-###-####

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 on April 1, 2016 you downgraded your cable services from the Advance TV package to the TV Economy package due to your monthly recurring charges being too high.    On April 13, 2016 you contacted Cox regarding the On Demand channel and that you were not receiving it.  The representative explained to you that the TV Economy package does not include the On Demand channel.  Therefore you requested to remove the TV Economy package from your account and add back on the Advance TV package.    Our records show we received a partial payment of $126.41 on May 27, 2016 which paid a portion of your April 13, 2016 statement.  At this time, you have a balance of $469.72 that is owed to Cox.   April 13, 2016 statement = $105.24May 13, 2016 statement  = $179.71June 12, 2016 statement   = $184.77        (I have attached a copy of your statements for your review/records.)   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 [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 our phone conversation that took place on April 5, 2016 I explained that I was able to review the two recorded phone calls that took place on December 17, 2015 and December 26, 2015.
The first representative quoted you $82.06 with the FlexWatch package and you agreed to the package. Therefore your services were installed on December 23, 2015. On December 26, 2015 you called back into Sales and explained that you were not receiving all the channels and that is when you agreed to upgrade your services to the Essential cable package and also added DVR services. The representative on December 26, 2015 went over the new charges of $156.95 with your husband, Dallas Layne, and he agreed to the change and pricing.
However, when I spoke with you April 5, 2016 you stated you spoke with a different sales representative that quoted you $82.06 even after you upgraded to the Essential cable and DVR services. Plus you stated that your husband never spoke with any sales representative regarding the upgrade of services.
Unfortunately, with the upgrade of your services we are unable to charge you a monthly rate to $82.06. I explained that you have the deepest discounts we can apply toward your account with the level of services you have.
You have explained to me that you will speak with your husband on what next steps you will do regarding your Cox services. If you decide to downgrade/disconnect your Cox services please feel free to contact me to start the process.
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.
Cox has repeatedly tried to pass this off as a technical issue and tried to send a tech out (charging me of course) to "evaluate" my modem. They have known about my modem since 2011 (as detailed in their response) and still charged me for internet speeds THEY KNEW THEY COULD NOT PROVIDE, charging me a significantly higher rate for this. Charging for a service they knowingly could not provide based on my equipment is the very definition of fraud. My issue has been a complete lack of response for months, followed by the same one or two form email responses that have nothing do do with my complaint. I am not asking for a technical issue to be resolved; I am demanding a refund of the four years of overcharges they knowingly made for service they knew I was unable to receive. It comes to over $686 dollars in fraudulent charges. Their insistence on trying to sell me tech service or a new modem is a smoke screen to hide their fraud. The FCC has determined that this exact same response to you was unacceptable, and Cox has failed to respond to a second FCC notice in the 14 day time frame required buy the FCC as part of their rejection of the EXCAT SAME REPLY Cox has sent to you, the Revdex.com. As far as the purported 3 attempts to contact me by phone, I have received one call made on the Monday September 7, 2015 in the middle of the day on the Labor Day holiday which I was unable to answer at the time of the call. Even so, I am leery of taking a phone call as that can easily become a "he said, she said" situation - I prefer a written record of all communications on this issue. I have communicated this to Cox on several occasions, and they are clearly stalling, sending canned responses, and insisting on giving no significant response in writing as required by the FCC and requested by me. The solution is simple - they need to send me a check for the $686.00 of which they have defrauded me as of June 2015. Further evidence that they feel they are above accountability is that they continue to attempt to overcharge me in spite of my communications to them; I still receive bills for services they know they cannot provide even though I have called this to their attention since April 2015. As I have informed them in writing, their continued failure to response meaningfully to both Revdex.com and FCC complaints will leave me no recourse other than suing them in small claims court. It is my hope to avoid this and that is why I have sought Revdex.com support in addition to FCC support. I will not let the pressure and attempts to delay, deny, or string out my complaint deter me from seeking restitution - as I have written to Cox, this will not simply go away not matter how much they try to deny or put me off. I have kept copies of communications on this issue, and the pattern I am discussing here is clearly demonstrated in the email content, and my clear direct communication to them on this issue is unequivocal. Please do not drop this matter and allow a big corporation like Cox attempt to defraud me, a solo, small consumer. As individual consumers, we rely on organizations like the Revdex.com to be our voice in a world where big corporations can easily overwhelm the individual consumer.
Regards,
[redacted]

Dear [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 $75.00 charge for the technician visit on 11/28/2015.
In reviewing your account, it appears...

that when the technician arrived, the outside cable was cut. I am unable to determine from the notes on the account whether someone in your home cut the line or it was damaged by other means.
You state in your complaint letter that you were assured over the phone that you would not be charged for this visit. It is not our standard business practice to advise a customer that their visit will not incur a fee as we need to determine whether or not the issue is on Cox's end.
As a good faith gesture, I have reversed the charge on your account. You will see the credit on your next billing statement.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[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.
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.
[redacted] your monthly charge for 12 months is $102.47 and after tax total it is $109.04. Our records show that you have ordered movies in the last couple of months and please be advised the movie fees are separate from your monthly charge.
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] toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

Dear Mr. [redacted],
I would first like to apologize for the delay in responding to your calls.  I have unexpectedly been out of the office.  I am hopeful that our senior technician that came to your home on July 31, 2015 was able to resolve your service concern.
If you are still experiencing issues, please feel free to contact me directly at [redacted].
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[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.   Our records show we charged your Cox account a technician visit fee of $75.00 plus tax on October 6, 2016.  On October 14, 2016 a partial credit of $40.05 was applied onto your account for the technician visit.    I have reviewed your account and issued a full credit of $75.00 plus tax of $80.10 onto your Cox account on October 21, 2016.  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 [redacted] 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm

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 the status of promotional gift cards that were promised to you.  I have reviewed your account and...

have determined the following:
Our records show that you installed services on August 4, 2015.  In order to qualify for the gift card promotion, you are required to pay the first 3 (three) months of service on time. 
You state in your complaint letter that you were offered a $300 gift card and that you have made your payments on time.  In reviewing your account, your August and September statements were not paid by the due date (see attached).  The first payment received was October 24, 2015.  Based on this information, you do not qualify for the gift card promotional offer.
Please contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]