A & B Rent-All, Inc.

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 requested to hear the audio of recorded calls and this wasn't granted, the dates and times of the phone call where the rep quoted me isn't in line with what they stated they listened to. I was quoted a rate and it wasn't honor, even the discounted rate of $120/month from the last manager and my bills are still coming out over >$160/month.
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 installed Cox TV, phone, Homelife Security services on June 23, 2016 for a promotional offer of $99.99 for 12 months with a 2 year service agreement.  Therefore the promotional offer was valid from June 23, 2016 thru June 22, 2017.    Our records show you transferred your services to a different address on June 14, 2017. At that time, we charged you for an installation/activation fee for your Homelife services.  We have waived the fees on August 10, 2017 by applying a credit adjustment of the amount of $50.00 and $49.99.  The credit adjustment will reflect on your next billing statement.    We were also able to apply an additional $20.00 off your monthly bill as of August 10, 2017 therefore your new monthly rate before tax is $146.47 and after tax total is $162.17.  Unfortunately we cannot revert your monthly charge back to the rate of $130.34 from months 1 thru 12.   Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 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 that you called into Cox on November 9, 2016 stating you were looking into lowering your monthly rate.  Our representative offered to downgrade your TV and Phone service to avoid any early termination fees.  However, you stated that you will go to our Cox store to swap out the three cable boxes for one mini box.   On March 16, 2017 you called into Cox disputing the cable balance on your account.  You stated that you requested to downgrade your services on November 9, 2016 however you did not go to the Cox store to return your equipment(s).  Since the equipment(s) was never swapped out at the store the TV services was never downgraded.    Our records show you downgraded your TV cable to Starter service on March 16, 2017 however you requested to be refunded for 4 months of cable services.  The request was declined.   On April 17, 2017 a courtesy one-time credit adjustment of $100.00 was applied onto your Cox account for the disputed four month charge.   At this time, no further credit adjustments will be applied onto your Cox account.    Best Regards,     COX --------------------------------------------------------------------------------...⇄ Executive Escalation Team- Cox California 5159 Federal Blvd. San Diego, CA 92105   Monday through Friday, 8:00am-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.
[I would not have downgraded my service to the TV Economy Package if I did not get those same channels in the On Demand which is what I was told by the first Rep when I called to reduce my rate.  The Second Representative that I spoke to regarding these On Demand Channels went so far as to say...."That with any package you get, you will also get those same channels in On Demand".  So it is evident that either the Reps are told to agree to what I am asking and then giving me a different package....the Old "Bait and Switch" tactic....or the Reps are not informed of the limitations of each package.  Maybe they need more training.  Either answer is not acceptable. I wanted what I was told I was going to receive.  If they can't deliver, then that is not my problem.  If these conversations were recorded as they suggest that they are...why don't you listen to them and tell me exactly what I was offered.]
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 the technician that went to your residence on September 29, 2016 added the Cox Service Protection Plan (CSPP) for $6.99 a month so you would not be charged the tech visit of $75.00.    On October 7, 2016 you called into Cox requesting to remove CSPP stating you never ordered this plan.  So when it was removed an automatic charge of $75.00 was applied onto your Cox account because CSPP was canceled before the 90 day window.  Essentially the $75.00 fee was for the technician visit that took place on September 29, 2016.   However, at this time, I will issue a one-time courtesy credit of the $75.00 charge onto your Cox 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], 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...