A & B Rent-All, Inc.

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 your recent experience with attempting to get cable service with Cox Communications.  If you are interested in ordering cable services, again, please contact our Executive Escalations Team, directly, to ensure that you receive the services you are requesting.  Due to the inconvenience it appears we applied a 20% discount onto your internet services along with 35% off discount on your modem rental fee for 12 months.  I have also issued a 3 month credit toward your internet services of $167.97 in which it 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]5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 9:00am-5:30pm

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 truly apologize for the delay in installing your Cox internet services at your residence.   Once we received your complaint through the Revdex.com, we escalated your concerns to our Field Operations Team in San Diego on December 18, 2017.  Our records show that our Cox technician went to your residence on December 19, 2017 and successfully installed your internet services.  At this time, we have waived the installation fee of $75.00 and applied a credit adjustment toward your first monthly bill of $29.99.  Please be advised that a credit adjustment of $104.99 will reflect on your next billing statement.   At the meantime, we are investigating as to why it has taken several weeks to have your internet services installed.  We will be providing the proper coaching/training/feedback to the proper team/representative.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ The Executive Escalations Team – California 5159 Federal Blvd. San Diego CA 92105   Tell us why here...

We just spoke with this customer and she stated she accidentally selected “reject” the amount.  She paid her remaining balance in full over the phone with us today.  I will respond to this “rebuttal.”  [redacted]Cox Communications - California

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 have waived the self-activation fees of a total of $44.44.  The credit adjustment will reflect on your next billing statement.  We have also added the sports and information package on August 26, 2017, free of charge, for 12 months.  We also added $5.00 off on your DVR service along with $3.00 off your modem rental fee for 12 months as well.  These discounts are valid from August 26, 2017 through August 25, 2018.  Your new monthly recurring charge after tax total is $157.60. Unfortunately, Starz is not included on the promotional package you subscribed to therefore it would be an additional fee of $15.99 a month.  We truly apologize for any inconvenience this may have caused you.  Best Regards,     COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 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 rate of service. I have reviewed your account and have determined the following:
You state in...

your complaint letter that you were quoted a rate of $218.00 for your cable, internet and home security service. Cox would like to apologize if the correct discounts were not added to your account at the time you added your home security on October 8, 2015.
Cox has corrected the billing and your monthly rate (including taxes, fees and equipment rental) is $220.66 for 12-months.
As a result of your experience, I have applied a 1-month service credit to your account. This credit will reflect on your next billing statement.
If you are not satisfied with the quality of your Cox services, we will allow you out of your contract and waive any applicable early termination fees.
Please accept our apologies for the frustration we 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
858-836-[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.   We apologize for the delay on your $200.00 gift card.  I have expedited the request and your gift card will be mailed out to you on Monday, December 19, 2016.  Please allow 7 to 10 business days for you to receive it.    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] 
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    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.   Please contact our third party collection agency regarding the write off balance from your closed Cox account.    [redacted]   *  [redacted]   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]  Executive Customer Resolutions Specialist, California [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]

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 response provided by Cox is full of falsehoods and does not address the heart of the complaint.1)  We were told repeatedly when ordering the service via phone on 8/13/17 that all equipment was included in the package price of $129.99 per month inclusive of dvr, cable receivers and wifi modem.  I stated this in my initial complaint but this fact was not addressed by Cox.  Rather they are trying to 'negotiate' in their reply by lowering the monthly bill by $7 per month bringing the total to $197.35 per month (including taxes).  This does not resolve the false advertisement.  They need to live up to the promotion they offered to us.  It is the reason why we cancelled our existing service at the time and made the effort to switch providers. As I mentioned in the original complaint, the fact that the equipment was included was also confirmed by the installer.2)  We never signed up for "Cox Service Protection Plan" at $6.99 per month, so I'm not sure why that is being added on.3)  The deal we signed up for was for 24 months and with no contract required.  Cox's response mentions 12 months, so it doesn't appear they checked the facts to thoroughly.4)  We are not disputing taxes.  It was always understood they would be added on to the package price.
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 HAVE ALREADY CALLED COX CABLE MANY TIMes about this , I WOULD LIKE DIRECT PHONE NUMBER FOR SUPERVISOR - I WANT DIRECT PHONE NUMBER, I HAVCE CALLED MANY TIMES ABOUT THISI AM TIRED OF THE RUN AROUND, I HAVE SPENT HOURS ON THE PHONE ABOUT THIS ISSUE MANYTIMESAND ITS STILLLL NOT FIXED AS OF TODAYIF COX CABLE TRUELY WANTS TO HELP ME, THEY WILL ASK NO MORE QUESTIONS , THEY WILL GIVE ME DIRECT NUMBER AND NAME OF A PERSON I CAN CALL DIRECTLY WITH OUT GETTING THE RUN AROUND WITH MY CALL BEING DROPED, DISCONECTED, TRANSFERED OVER AND OVER AGAINSEND ME NAMEDIRECT EXTENSION , PHONE NUMBER AND OFFICE HOURS
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 your Cox service.  Upon receipt of your complaint letter, I asked that the supervisor of the...

technician assigned to your trouble call accommodate the tech to ensure that we thoroughly certify your home.  The technician’s findings were as follows:
The technician and supervisor confirmed that they were not able to locate any issues outside of the known software glitches with the Contour service.  All of the outside connections and levels were within specification.  I was also advised that you were provided with their direct contact information in the event you continue to experience technical issues after their visit.
Ms. [redacted], as a result of your experience, in addition to the credit of $168.05 that has been issued this month, I have applied a 3-month cable credit to your account in the amount of $423.06.  This credit will reflect on your next billing statement.
Please accept our apologies for any inconvenience we 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 [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, we truly apologize your Cox services was not installed on the scheduled date of November 5, 2016.  However, I reviewed your account and our records show that Cox installed your services on November 8, 2016.   Due to the inconvenience I have applied a courtesy credit of 100.00 toward your 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] 
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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 rate of your service.
Unfortunately, we no longer have access to the sales call to confirm the...

rate that you were quoted. As a result, we have credited you the difference of what you state you were quoted ($181.77) and what you are being billed ($224.13) which is $42.18. We will credit this difference for the months of November, December and January (total credit $126.54). This credit will reflect on your next billing statement.
You have also requested to be released from your 24-month contract without assessing the early termination fees. If you disconnect service on or before February 12, 2016, we will ensure that the termination fees are waived.
[redacted], please accept our apologies for any frustration this may have caused you and your family. 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
858-836-[redacted]

Mr. [redacted],
Your experience has been shared with our construction team and again, I apologize for your experience.
Respectfully,
[redacted]
Executive Office of the Regional Manager
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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 Mr. and Mrs. [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 internet service.  I have reviewed your account and have determined the...

following:
Our records show taht you have contacted our customer service team on January 7, 2015 to report intermittent connections with your internet service.  At that time, we scheduled a technician to your home on January 8, 2015.  The technician determined that you needed to upgrade your modem.  Notes on the account indicate that you elected to rent a modem from Cox.  You state in your complaint letter that you purchased the modem via a 15-month installment of $10.00 per month.  Cox does not offer such an installment plan.  Please accept our apologies if you were advised otherwise.
You again contacted us on July 4, 2015 and again on July 28, 2015.  It appears that our visit from July 29, 2015 resolved your service concern.
Since this issue appears to have been intermittent, Cox has applied a credit to your account in the amount of $293.91.  This is 50% of your internet charges from January 8, 2015 through July 29, 2015.  Please accept our apologies for any inconvenience this may have caused you and your family.  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 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 agreed to the $129.99 promotional offer for the following services for 12 months:   Ultimate TV serviceEssential Cable (TV starter and Expanded service)Movie PakSports/Information packageVariety Package CinemaxHBOShowtimeStarz 1 Free rental cable receiver   Ultimate Internet Service Premier Phone Service  In reviewing your account there were additional services that was added onto your account that is NOT part of the promotional offer as follows:   Record 6 DVR service            $19.99Cox Service Protection Plan   $6.992nd cable receiver rental          $8.50Pano WIFI modem rental       $9.99 ·       FCC fee                                   $3.82 $49.29 Total additional fees that is not part of the Promotional offer         Due to the additional fees your monthly rate before tax is ($129.99 + $49.29) = $179.28 and after-tax total is $204.84.  Please be advised that we always tax for cable and phone services.  Therefore, even though you were quoted $129.99, if you did not add the additional services, your monthly rate would be a little over $129.99 because of the taxes.    Additional discounts were added to your account today for the next 12 months as follows:    $5.00 off DVR service$2.00 off WIFI modem rental Therefore, your new monthly recurring charge before tax is $172.28 and after tax total is $197.35.    We apologize that our various representatives did not explain the pricing to you correctly.  We will provide the proper coaching and feedback to the various representatives that you spoke with.    Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd. San Diego, CA 92105     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]

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 am not excepting this offer from Cox because we have been trying to cancel the account for two months now without a return phone call and I'll confirmation that they will not charge us an early termination fee we attempted for calls with Cox and the resolution department without one call returned
Regards,
[redacted]

Dear [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the Revdex.com in regards to your monthly rate. I have reviewed your account and complaint letter and have determined the...

following:
Our records show that on August 23, 2014, you installed Cox Starter TV and Preferred internet under a 12-month promotional rate of $59.99 (Not including taxes, fees and equipment rental).
On August 25, 2014, you contacted our sales team stating you were not able to receive the Disney channel. At that time, you were advised of the promotional package you were on. In order to receive the Disney channel, your package was upgraded to our Economy package. This increased your monthly rate to $76.67 (including taxes, fees and equipment rental). In addition, a back office fix was needed to achieve this rate.
On September 2, 2014, the back office fix was completed. This corrected the internet billing by giving you 50% off for 12-months.
On July 6, 2015, you contacted our technical support team to report slow internet speeds. Our technical support representative was unable to resolve your issue over the phone. Therefore, he suggested we send a technician to your home. Notes on the account indicate that you stated you would call back.
July 8, 2015, you contacted our technical support team to again report slow internet speeds. Notes on the account indicate that you would purchase a new splitter and contact us if the speeds did not improve.
On July 31, 2015, you contacted our technical support team to report slow WiFi speeds. The technical support representative was unable to resolve your issue over the phone. Therefore, he suggested sending a technician to your home. Notes on the account indicate you would try installing an Amp first then contact us if a field technician was needed.
On August 28, 2015, you contacted our technical support team to report slow internet speeds. We were unable to resolve the issue over the phone therefore, we suggested having a field technician visit your home. Notes on the account indicate that you agreed to have a technician out on August 29, 2015 between 8-10am.
On August 29, 2015, the technician determined that the AMP connected to your outside cable needed to be replaced.
On September 1, 2015, you contacted Cox customer service to inquire why your rate had increased. At that time, you were advised that your 12-month promotional rate had expired. You state in your complaint letter that you were then offered a new 12-month promotional package to include phone and additional channels for $94.50 per month including taxes and fees. However, on the day that you may have been quoted this rate, the 50% off campaign for internet expired. This may not have been considered in the quote you were provided.
Your current rate for service including taxes, fees and equipment rental is $128.61 which is a difference of $34.11 from what you were quoted. In order to honor this rate, in addition to the $50.00 credit that was applied on September 1, 2015, we have issued a lump sum credit of $409.32. This credit represents the difference in what you are being billed ($128.61) versus what you were quoted ($94.50). Please allow a complete billing cycle for this credit to reflect on your billing statement.
Please accept our apologies for the frustration 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 8:30am to 5:00pm, Monday through Friday.
Respectfully,
[redacted] Executive Office of the Regional Manager
Cox Communications, California
[redacted]