Cox Communications, Inc.

Review: WAS SENT A CARD FOR INTERNET SERVICE @ $19.99 PER MO. FOR 12 MONTHS.

CALLED A WAS TOLD THAT NOT AVAILABLE. UNLESS I GOT A PHONE LINE TOO.

TIRED OF THIS BAIT AND SWITCH ADVERTISING.

WOULD LOVE TO SEE SOME ATTNY START A CLASS ACTION ON THESE COMPANIES THAT REPEATEDLY DO THIS .Desired Settlement: INTERNET FOR $19.99 FOR 12 MONTHS WITHOUT THE "OH YOU NEED........"

Business

Response:

October 13, 2015 Revdex.com complaint # [redacted] We were sorry to hear that a former customer was unhappy with our marketing promotions.Due to the concerns that he brought to the attention of your office, we have attempted to reach him by phone and have left our direct contact information. We welcomed the customer to call us back to discuss his concerns. As always, we thank you for the opportunity to assist. Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

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 called about getting internet service based on a mailer that said $19.99 for 12 months. I called and the sales person agreed that it was $19.99 with a 12 month plan , so we proceeded and I gave them all my information. Then I was informed that I had to get a phone line to get the price. I am tired of companies giving bait and switch advertising. If it it's a price, make that the price and no more gotchas. offenders are everywhere, airlines, cable companies, cell phone companies, what happened to truth in advertising. Tell COX; I want the internet for the $19.99 per month that was agreed to on the phone with their rep. and I would like the state to really go after these ** ads.

Regards,

Business

Response:

October 20, 2015Revdex.com complaint # [redacted]We were sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message. We advised him that if he would like to send us the flyer that he is referring to, we would be happy to review it. We also advised the customer that he is always welcome to call our Sales Department to see what packages and promotions are available. Our Sales Agents are only able to offer the packages and rates that our Marketing Department make available to us. We are not at liberty to grant special pricing upon request. We hope this information has been helpful to your office. We look forward to hearing from the customer. [redacted]/Cox Communications Executive Offices/ Arizona

Review: I had Cox Contour cable package which included On Demand feature. The On Demand never worked. I called for assistance three times, twice they reset it and once I was hung up on. The next time called because it wasn't working yet again, I wanted to cancel this service. The woman asked if she could send a technician out but I declined because I had been paying for a service that hasn't worked properly in months and therefore I could not use it and I wanted to cancel. So she told me I had to pay a 169.99 cancellation fee. I was upset as this was not my issue and their services d not work. I asked what my options were and that I was not once offered a refund of charges for a service that wasn't working. She didn't offer a refund or compensation either. Now I am charge 169.99 cancellation fee for a service that wasn't even working, on top of what I already paid for that service while it wasn't on.Desired Settlement: I do not think I should have to pay the cancellation charge as it should be waived for their services were not working or utilized. I already paid for the monthly fees for On Demand and it wasn't working. So I've already over paid.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause them any frustrations.Upon receipt of this complaint, we were able to make contact with our customer on 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed. In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive ResolutionsCox Communications

Consumer

Response:

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 do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this.

Regards,

Review: On July 06, 2015 a Spanish commercial was advertised on an English channel, National Geographic. The commercial was for [redacted]. It is not a Spanish channel and should not be broadcast in Spanish. I have contacted Cox twice to speak with a supervisor. First time they never called back, second I was on hold for 17 minutes. Still no call. Next step is to file complaint with the FCC if this is not resolved and make them aware of the Spanish commercial on an English channel.Desired Settlement: I want a daily credit to my account from 07/06/15 until I am personally contacted by Cox and steps are made to correct the commercial from being viewed on that channel in Spanish.

Business

Response:

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their recent experience.We have contacted the customer directly to address their concerns.Thank you for your time and consideration.Sincerely,Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I moved in to my house in the beginning o[redacted] transferred my internet service and then purchased new cable/home security. I paid [redacted] (for the equipment) up front for the home security with free installation. I called cox the same week as my consultation to get my internet setup and somehow they cancelled my home security appointment (to get the equipment installed) but did not refund me. The consultant re-processed the order and told me that I wouldn't get charged again since they already took the money out of my account. I then see a charge last week for this month's bill for [redacted] for the security equipment again. I called them to fix this so I don't have to contact them for overdraft fees and the support rep told me not to worry it was because their system didn't update yet with the [redacted] charge so they won't charge me the[redacted]. Today, I got charged and my account was overdrawn. I called them at 9am to try and fix this glitch in their system and they agreed it was in fact a glitch and couldn't explain it. The rep told me he was escalating this to a manager and will call me back within a couple of hours (which I later learned that it is 24-48 hours for a callback from a manager). I waited 5 hours, called them back, and spoke to a home security supervisor. She told me that all she can do is escalate this to a manager. They did not refund anything, they confirmed that it was a glitch in their system yet refused to credit me back anything "because they don't have that authority". Calling support does absolutely nothing if you are overcharged. They just gave me a "too bad" attitude and told me to just wait on their phone call.Desired Settlement: I would like the $[redacted] put back into my account that they took out plus any overdraft fees that WILL happen since they can't fix this in a timely manner.

Review: Hello back in July cox communications had to do some work in my backyard. I noticed one day one of their workers letting himself into my yard with no notice. I asked him not to do that because I have dogs, and also it's kind of scary when you see a random guy in your backyard and don't know who it is. Well his response was "I didn't see any dogs" So both me and my husband called cox and asked them to give us a 24 hour notification of anybody was coming to do work. They told us, they would do so. Well they didn't. So my husband purchased a lock for our gate, thinking they would have to come ask for the key. Nope. I heard my dogs going crazy the next morning, looked out the window to find the same guy along with 3 other men jumped the gate. I called the police, who told me there was nothing they could do. So we called cox again and they said sorry and that is wouldn't happen again. So the next morning my husband wakes me up and informs me the whole side yard is flooded. I called my plumber immediately and he came out and found the cox crew had busted out sprinklers. He was able to fix it. I called cox again, they sent the crews manager out. Who told me they would reimburse for the damages, along with any increase in our water bill. Also if anything else was damaged to let them know. Because I rent the house I gave the information to my landlord. We found the gate was broken, but because of all of the other damage we have been barricading it until we hear from cox. Both me and my landlord have called and left messages with no response. Well this morning the unthinkable happened, my issue that started it all. I was out running errands, and I received a call from one of my neighbors that my dogs had escaped. Luckily with the help of random strangers driving along, my dogs are now back home safe with me. I am so disgusted with this company. It's not even about the money. It's about trespassing, and damaging my property and not owning up to it. Please help.Desired Settlement: I want others to be aware of their business practices.

Business

Response:

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted our customer directly and forwarded her concerns to the appropriate departments to provide a successful resolution. We appreciate the opportunity that the Revdex.com has given us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region

Review: My internet suddenly dropped to half a Megabit per second. I spent over an hour troubleshooting to it before I concluded that they had throttled my internet.

I decided to call them to discuss this. After navigating the menus I was told that there was "No one available to take my call"

This is completely unacceptable behavior from a business. Being put on hold for over 30 mins and then told there is "nobody" there is rediculous.

I pay for fast internet and I expect this company to deliver. I understand there may be dips in service by my speed dropping from around 46 Mbps to .5 Mbps is ridiculousDesired Settlement: I pay for Cox Premier which is "up to 100 Mbps" I understand that I usually average around 50-60 Mbps but I want the company to deliver on at least half their promised speeds, I want at least 50 Mbps throughput.

Half a megabit is less then 1% of what I am paying for. Please fix my speed so that it is a reasonable speed

Business

Response:

[redacted] Case #[redacted]

We are sorry to hear our customer has recently been negatively impacted by a decrease in the speed of the Internet service. We did reach out to the customer by telephone. The speed of the Internet service has been restored. The customer was given an explanation, an apology, and a credit for the time the service was not working.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I lived in [redacted] and purchased a house in [redacted]. Once I knew my home purchase closing date, I scheduled disconnect for all my utilities, including my Cox Communication internet services in [redacted]. I attempted to cancel these services via phone but I gave up after sitting on hold waiting to speak to someone after 15 minutes and instead went to the Cox store location about a mile from my residence in [redacted]. I schedule my disconnect for 3/13/14 as this was the date of my scheduled move. I also requested the balance on my account at my time of visiting the location and paid my balance to $0.00 on my account while I was there instead of paying online or mailing a check.

I move on my scheduled date and approx 2 weeks later forwarded to my new address I get a bill from Cox stating I owe for services through April and I'm past due. I called and stated I scheduled my disconnect for 3/13, so how could I possibly owe for services connected a month after that when theres no service? The CS rep stated they show my request for disconnect but they failed to actually cancel my billing so he corrected it. He corrected all errors and canceled my billing as of 3/13 and said I only owed $14 prorated for the time in-between my last payment and the few days until my disconnect date and he would waive it for the inconvenience so my new balance was zero and my account was closed.

2 days later I get an automated collection call from Cox saying I'm past due on my bill and to contact there customer support. So I call.. again. The rep says I have a $87 balance on my account because of non return of equipment. I stated I never purchased nor rented equipment from Cox, I only had internet and supplied my own modem I had purchased prior to my Cox account set up. They reviewed my account and agreed with me and stated I was indeed correct and showed no rental or purchase charges 18 months prior when I set up the account and they removed the non return of equipment fee and said my account was zero and closed.

2 days later I get ANOTHER automated collection call from Cox saying I'm past due, so I call AGAIN. She said I have an $15 dollar balance on my account. that$8 is their late fee for non payment on my bill for April. I said this is getting ridiculous I don't have service on this account for April, you billed me for April because you forgot to cancel my billing, check your notes it shows I requested disconnect on 3/13, I will only pay for service through 3/13. she said the other $7 on the account was billing through 3/17 because their worker didn't physically come to disconnect at my address until that date. I said well thats too bad, I moved and requested disconnect on 3/13, I'm not paying for 4 extra days because it took them 4 days to go to my vacant condo to disconnect outside. She agreed the $8 late fee and $7 service fee for dates of no service were incorrect and removed them and said the account was zero and closed.

the next day I get ANOTHER automated call from Cox collections saying I owed money still so I call AGAIN. This time the CS rep says they never received my payment from back in Jan and I owe $84 for that month. Mind you, now its April and I've never received a late notice between Jan-March when I actually had service. I paid in store in person in Feb, when I scheduled my disconnect and requested my CURRENT balance and paid in full. I wasn't past due at that time. Today I received a bill from Cox Collections for $87 stating I have a balance, this balance doesn't even match the $84 balance they told me on the phone during my last call.

This company is RIDICULOUS. They gave me the run around 4 times on the phone trying to correct their billing mistakes over and over again. I cannot deal with CS reps that are this incompetent. If I owed money It would have been only a few small dollars, I assume the $14 the first CS rep said he waived for the inconvenience of them forgetting to cancel my billing. I would have paid the $14 if he had requested payment over the phone that day. I didn't get a [redacted] credit score by not paying my bills on time. I no longer live in the area so I cannot go into their offices and speak to them directly. I spent 2 and a half hours sitting on hold and dealing with them going through my account correcting their errors. Thats MY time wasted. My time according to my employer is worth $26/an hour. So based on this, Cox owes ME $65 worth of inconveniences for my time.Desired Settlement: I expect them to close my account for the 4th time and send me written confirmation that it is in fact closed with a zero dollar balance. An apology would also be appreciated.

Business

Response:

Revdex.com Complaint – No. [redacted] – [redacted]

Review: Cox Account Number: [redacted]

I am writing you regarding Cox TV service, hoping you can help us get some resolution to this situation. In July, 2012 at [redacted] a Cox salesman approached us and ask if we had Cox TV. We said no, and told him we had [redacted] He asked us what we pay for their service, and the salesman said he can give us the bundle for $90 a month. The bundle included TV, phone, and internet, plus he said there would be no contract, and we could cancel anytime with no charge.

We liked what he said. He also said the service technicians were the best and well trained. We were also told that we would have faster internet connection and the TV and phone would be the best. We were also told our personal information would not be given to any third party. Being convinced of these promises we signed on.

We set up an appointment for the installers to come to our house between 8 and 10 AM, the technicians needed to get into the attic before it got too hot that’s why we set up the appointment early. On Friday July 6th the technician got to our house at 10:30 AM and he hooked the master bedroom and family room. When he finished that part of the job it was close to 1 PM and told us they could not get into the attic for the other rooms because it was too hot. He stated Cox would not allow any technicians to go into an attic after 10:30 AM. We were okay with this.

On Monday July 9 the technician arrived and wanted to run the TV wire outside the home. We said no, that he was supposed to run the wire into the attic that’s why we set up the early appointment. The technician was afraid to go into the attic, and said the insulation was in his way and he could not see where the wire should go. (I felt the technician did not know his job very well, and needed more training} My eldest son (18 years old) had to go into the attic to move insulation and drill holes into 2x4 to feed wire to 3 rooms and run the wire to the technician to make the connection. Three hours later that day another Cox technician arrived to see how the job was going and mention him that it taking him too long. I told him my son had to do the work for the technician because he did not know how to drill a hole on a 2 x 4 in the attic, and the insulation was too much for him. The second technician asked the first if this was true, and he replied yes. He also said it was not right for my son to do that work, and he also reported it to the Service Dept. at Cox and we also reported it to Cox.

Since the beginning of our service with Cox we have had problems with our internet. The internet was off and on, and was completely shut down and our kids needed it for their school work. During this time my son had to go to the public library to finish his project for school.

The phone also gave us nothing but trouble, it never worked when we needed it. We would call Cox on our cell phone, and would be put on hold for hours. Cox never sent a technician out to fix the phone. We were eventually told the router was bad, a service manager brought us a new router and we replaced it, but the phone and the internet still had problems.

Since the phone and internet worked together, nothing worked. Whenever the phone work we would get calls from telemarketers trying to sell us sell us their products. We asked if Cox sold them or any other 3rd party our phone number. They said Cox does not do that, another lie.

After 5 months of Cox nightmare service that did not work well for us, we decided to go back to [redacted] The [redacted]technician that hooked us up found that Cox's technician work was poorly done, and that is why our service with Cox was not working well. If Cox had sent out a qualified technician to fix the problem all would have been fine. But Cox didn't, and we are no longer with Cox. [redacted]works well and I recommend them to everyone.Desired Settlement: After shutting down with Cox and returning their equipment, we are told by Cox that we owe them money. During the time that service was not working, I feel Cox should refund us all the money that I paid for their inferior service. Since from the start, we had problem after problem that was never addressed. I appreciate your attention to this matter, as Cox is refusing to do so. I feel that Cox needs to refund our money because of the poor service and we owe Cox nothing. Cox reported our account to the Credit Collection Agency and they have been calling us everyday. I sure wish they should pay more attention to details on how to provided us great tv, internet & phone service. Maybe COX should hire the collection agency to be the technician because they do better job than Cox.

Sincerely,

Business

Response:

August 12, 2013

Revdex.com Complaint - Case #[redacted] - [redacted]

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

Upon receiving this complaint I did a thorough investigation into the specifics of the customer’s concern. The customer contacted the company to report a service problem. A service call was scheduled after troubleshooting the issue over the phone. The technician determined that the problem was caused by a defective fitting and repaired it and also verified that the signal to the home was within specs. The technician also verified that the customer’s laptop had an inactive WIFI connection that would drop in and out. The technician also verified and confirmed that the WIFI connection was steady on his laptop. The customer did inform the technician that he would have his PC and laptop looked at by a computer specialist. All other account documentation indicates that the problems were not caused by the company’s delivery of service.

Although account documentation does not support any credit for the service we have issued credit to the customer’s account from the day of install through the date of the service call. The customer still has an outstanding balance that needs to be paid.

There is no account documentation that either the contractor nor the customer notified Cox regarding the work his family member performed. However, all installation charges were credited.

This company does not sell customer information to any third party companies. Every year each customer is sent an annual privacy notice that explains customer privacy in detail.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: We PURCHASED THE MODEM FROM COX STORE FOR INTERNET SERVICE. BUT EVEN AFTER 2 WEEKS SERVICE WASN'T DONE. SO RETURN THE MODEM BECAUSE OF 30 MDAYS RETURN POLICY. DID NOT CANCEL THE SERVICE JUST RETURNED THE MODEM FOR TIME BEING UNTILL SERVICE IS DONE. BUT LADY AT THE STORE NOT ONLY SEND OUR MONEY TO COX, BUT ALSO CANCEL THE SERVICE WITH OUT OUR CONSENT. THIS IS SOMETHING WE CAME TO KNOW AFTER 2 WEEKS LATER WHEN WE CALLED TO KNOW WHAT'S GOING ON. AND SHE TOLD ME SHE IS GOING TO RETURN THE MONEY TO MY CREDIT CARD. SHE LIED TO US AND SENT THE MONEY TO COX. NOW NO BODY WANTS TO RETUN THE MONEY. ASKING US TO WAIT FOR 4 WEEKS. THAT IS SO UNFAIR. NOE WE HAVE TO PAY $10 EXTRA A MONTH BECAUSE PROMOTION IS ALSO EXPIRED. DEAR Revdex.com OF ARIZONA, JULY 25TH 2014 WE WERE OFFERED A COX INTERNET SERVICE FOR $39.99 A MONTH FOR 50MBS. WE PURCHASED THE MODEM FROM A COX COMMUNICATION STORE AT CHANDLER FOR $161.41. EVEN AFTER WAITING FOR TWO WEEKS WHEN SERVICE WASN’T STABLISHED. I SIMPLY RETURN THE MODEM TO COX STORE BECAUSE OF 30 DAYS WARRANTY OF THE COX COMPANY. WE WERE NOT SURE WHEN THEY ARE GOING TO DO/FINISH THE INSTALLATION. AT THE STORE I TOLD MISS TECH#[redacted] (SHE HAD NO NAME TAG ON) “ I’M RETURNING THE MODEM BECAUSE NOT SURE HOW MANY MORE WEEKS IN INSTALLATION.” DID NOT ASK HER TO CANCEL THE SERVICE. SHE TOLD US MONEY IS GOING BACK TO YOUR CREDIT CARD, AND SOME TIMES IT TAKES MONTHS TO COMPLETE THE WIRING. ‘I ASKED HER RECIEPT DOES NOT SAY MONEY IS GOING BACK TO CREDIT CARD.” SHE SAID IT SAYS RETURN. SO YOU WILL GET YOUR MONEY BACK IN 24 - 48 HRS. ONE WEEK LATER I RECEIVED A STATEMENT FROM COX THAT THEY HAVE MY 161.41 DOLLARS AS CREDIT TO THE ACCOUNT. I CALLED THEM AND COMPLAINT ABOUT IT, AND SAID THAT MEANS SHE LIED TO US. COX CUSTOMER SERVICE WASN’T COOPERATIVE AND ASKED ME TO WAIT 6 - 8 WEKKS TO GET THE MONEY BACK. ON 8/19/14 I CALLED AGAIN TO SPEAK TO SUPERVISOR BUT GENTLEMAN NAME [redacted] AT 5.00PM DID NOT PUT ME THROUGH, AND TOLD ME HE WIL ASK CREDIT DEPARTMENT TO RETURN YOUR MONEY SO HE IS FILLING A FORM, BUT NOT SURE HOW LONG IT IS GOING TO TAKE ATLEATS 15 DAYS. NEXT MORNING 8/20/14 I CALLED BACK TO COX CUSTOMER SERVICE AT [redacted] AND SPOKE TO [redacted] AT 9.30AM AND ASK HER TO CONNECT TO A SUPERVISOR FIRST SHE DENIED THEN SHE CONNECT ME TO MS. [redacted]. I EXPLAIND TO HER THE SITUATION AND ASK HER TO SPEED THE PROCESS PLEASE. AS USAL WITH FALSE PROMISES AND WITH FURTHER INQUIRY ABOUT IT SHE HANG UP THE PHONE. SHE ADVISED ME DO NOT GO BACK TO COX CHANDLER STORE. 8/22/14 I CALLED BACK TO COX CUSTOMER SERVICE AND WANT TO SPEAK TO ANOTHER SUPERVISER, BUT GENTLEMAN NAME [redacted] REFUSED WITH THE WORDS “DO WHATEVER YOU WANT TO DO BUT IT WILL TAKE TIME TO GET YOUR MONEY BACK.” ARE WE REALLY LIVING IN A CIVILISED SOCIETY WHERE THERE IS NO MORE CREDIDIBILITY? BIG COMPANIES LIKE COX COMMUNICATION CAN SAY AND DO WHAT EVER THEY WANT TO DO AND SAY? YESTERDAY I CAME TO KNOW SOMEONE ALSO CANCELL MY ORDER.. THEY DO NOT KNOW EXACTLY WHAT HAPPENED BUT IT IS CANCELLED. NOW IF I WANT THE SERVICE AGAIN NOT ONLY I HAVE TO WAIT PROBABLLY ANOTHER MONTH BECAUSE IT STARTED ON JULY 25,14, BUT ALSO HAVE TO PAY $10 EXTRA A MONTH BECAUSE THAT PROMOTION IS EXPIRED. IS THIS REALLY A JUSTICE? THERE ARE ABOUT 300 ONLINE COMPLAINTS ABOUT COX COMMUNICATION. PHYSICALLY I WENT TO COX GILBERT STORE, I WAS TOLD THERE IS NOTHING THEY CAN DO. NO MANAGER WAS ONSITE. THEY TOLD ME NOT TO GO TO COX CHANDLER STORE EITHER, THEY PAGE 2/3 WON’T BE ABLE TO DO ANYTHING FOR ME. IT IS ONLY BILLING DEPARTMENT WHO CAN RETURN YOUR MONEY. THANKS FOR YOU TIME AND CONCIDERATION. PLEASE SUPPORT US FOR BETTER QUALITY OF LIFE. THANKS, [redacted] WO# [redacted] ACCT# [redacted] DATE: JULY 25TH, 2014 (A MONTH AGO THIS WORK ORDER WAS ISSUED, BUT STILL NOT DONE) IT SUPPOSED TO BE $39.99 A MONTH FOR 50MBS. BUT NOW THEY ARE ASKING $49.99 A MONTH. ($10 EXTRA A MONTH). STORE: PURCHASED AND RETURNED THE MODEM: CHANDLER COX STORE DATE:8/8/14 PRICE $161.41 RETURN TECH NBR [redacted] COX COMMUNICATIONS, INC. [redacted] CC: GOVERNOR OF [redacted] OF AZ Revdex.com OF AZ ? PAGE 3/3Desired Settlement: MONEY SHOULD BE RETURNED TO CREDIT CARD ASAP. PROMOTIOM PRICE SHOULD BE HONOURD. $39.99 A MONTH FOR 12 MONTHS FOR 50MBPS. WORK SHOULD BE COMPLETED ASAP. PRICE SHOULD BE $39.99 A MONTH FOR 12 MONTHS. ZERO INSTALLATION, AND ZERO ACTIVATION OR OTHER CHARGES. REFUND THE MONEY TO CREDIT CARD ASAP. TALK TO STORE MANAGERS ABOUT BAD BUSINESS PRACTICE IN STORE. SUPERVISORS SHOULD BE HONESTTO CONSUMERS/CUSTOMERS. THANK YOU

Business

Response:

We were sorry to hear of the confusion our customer recently experienced with our company.

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. The customer states in his documentation to your company that they have experienced difficulty receiving credit back to their charge card from our company. Our records confirm that the August 2, 2014 charge of $161.41 was credited back to the customer on the 26 of the same month. While we do not control the amount of time that the consumer’s financial institution may take to process the credit for the subscriber, we can confirm that our Accounting Team has done their due diligence and processed the credit. We do suggest in situations such as this, that the customer contact their bank to confirm that the credit has been processed on their end. We would also like to point out that payments made with credit cards can always be reversed by the consumer, within 30 days of the transaction. This procedure is initiated by the customer, and processed by their financial intuition.

In regards to the delayed install situation, we can confirm that the first request for installation failed, after we attempted to clear the rocks and dirt from the conduit line. The installation order was rescheduled and the outside line work; a hardened drop, was scheduled to be completed. Because of the location of the other utilities, and the permit process that we are required to complete per our agreement with the City; a sketch was drawn up for the City by our Engineering Team in an effort to expedite the installation for service request. While we understand that the customer is dismayed that we were not able to install services right away, we want the Revdex.com to know that we are diligently working with all parties involved to provide the service to the customer. Our Construction and Field Team has been in contact with the customer directly to keep them up to date on the steps of the process. Our office will continue to work with all parties involved to ensure that we continue to do everything in our power to speed up the process that we must endure, to provide service to the customer. Once the line work is complete, we will work directly with our Sales Department to reinstate the original quoted rate for service.

We hope this information has been helpful to the Revdex.com, as well as the customer. Because the customer also filed a complaint with the Attorney General’s Office in regards to this concern, this information will also be sent to their office. Thank you.

[redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

Consumer

Response:

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 IS TRUE THEY HAVE SENT THE PAYMENT BACK TO CREDIT CARD, BUT MAY BE AFTER COMPLAINING TO EITHER Revdex.com OR TO [redacted] OFFICE. ON EVERY SINGLE CALL TO COX COMMUNICATIONS I WAS TOLD IT IS GOING TO TAKE 6 - 8 WEEKS TO REVERSE YOUR MONEY BACK. COX COMMUNICATION WILL SENT A CHECK TO ME. THIS IS THEIR POLICY. MY COMPLAINT HAS AN ISSUE WHY SHE SENT THE MONEY TO COX ACCOUNT AND TOLD US SHE IS RETURNING TO CREDIT CARD? IN MY UNDERSTANDING WHEN YOU BUY SOMETHING ON CREDIT CARD IT SHOULD BE RETURNED BACK TO CREDIT CARD. I DID NOT ASK HER TO CANCEL THE SCHEDULE/INSTALLATION, BUT SOMEHOW IT WAS CANCELLED.

FOR INSTALLATION OR WIRING I WAS TOLD IT TAKES 7 - 10 DAYS TO COMPLETE THE JOB DONE. IN OUR CITUATION THEY DO NOT NEED CITY PERMIT SO MAXIMUM 10 DAYS. THERE IS NOBODY IN TOUCH WITH US. I MADE MOST OF CALLS TO COX TO KNOW EXACTLY WHAT IS GOIN ON? EVERY TIME I WAS TOLD "SOON CONSTRUCTION COMPANY WILL CALL YOU". TILL TODAY NOT A SINGLE CALL FROM ANY CONSTRUCTION COMPANY WE RECIEVED. ALL THE MARKINGS ARE THERE FOR LAST 3 - 4 WEEKS. WE DO APPRECIATE ATLEAST COX COMMUNICATION STILL WANTS TO PROVIDE SERVICE TO US EVENTHOUGH IT HAS BEEN ALMOST ALREADY 7WEEKS WHEN WE REQUESTED FOR INTERNET SERVICE FOR FIRST TIME. THANKS FOR YOUR TIME.

Regards,

Review: Every single day since past two months, my internet connection with Cox Communications has constantly and randomly been disconnecting. This happens on average about 5-10 times a day, and lasts anywhere between 30 seconds to 10 minutes. I work from home sometimes and can’t ignore constant disconnections. I have replaced both my modem and router and the problem with Cox Internet disconnecting has persisted. Speaking with the Cox phone blockers (Representatives) gets me into the Service Technician-Cox Representative Loop where my complaint cannot be escalated to the point where someone (a line technician) can actually look here and actively monitor the quality of the lines. Every time I have contacted cox technical support, I keep moving from level 1 - level 2, but the issue isn't resolved. When I request for an on-site technician, I keep hearing excuses like its an issue with modem or router or my location but Cox has still to admit its an issue within their network. Along with that, my actual upload and download speeds (as well as my ping) are not even managing to reach half of the "up to" advertised 25 Mbps" that I pay full price for and I receive speeds of at most 8Mbps for both upload and download.

This also affects my movie streaming, video game performance which is why I pay for Premier service, I don't want to see "buffering 0%" every time I watch a movie. What can I do to help resolve the issue. I really want a consistently stable experience, as it stands I have not experienced a single problem-free day in past 2 months if not more.

This is unacceptable, especially when the bill for my services are $65.00 a month, every month, and these bills come on time and are expected to be PAID on time.Desired Settlement: Working and reliable internet connection without constant disconnections and to receive actual speeds and latency to match (or even come close within reason) to their ADVERTISED speeds.

Business

Response:

May 28, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file his concerns regarding the performance of his internet service. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. The customer called the company on May 13, 2014 to inform us that his internet connection was dropping. The company is able to monitor and look at the signal as it goes into the home and to the modem. The signal was very good and no visible issues were detected. The customer has been using the same Docsis 2 modem since 2007. Since then the company has increased its internet speeds several times. To enjoy a stable internet connection the customer would need to swap his current modem for a Docsis 3 modem. This could be the cause of the problem. The customer called on May 19 regarding the same issue. Once again the signal was determined to be free of any issues and the customer’s internet connection was functioning properly with 50 packets sent and 50 packets received with a time of 8.10ms. The customer was installed on April 21, 2007 and has not had a service call scheduled. If the customer is still experiencing this issue he should call and ask for a technician be sent to his home. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: I returned my equipment 3 months ago when the account was canceled. they still sent me the bill for equipment I don't have , cannot prove I have and refuse to stop sending me bills and threatening to ruin my credit by sending debt that I don't owe to a collections agency if I don't comply . They also sent a threatening letter that they refuse ti acknowledgeDesired Settlement: do not bill me for equipment I don't have . Send me a statement in writing letting me know my account is clear and that I do not owe anything . Do NOT send me to a collections agency or threaten to not service me unless I pay for something I do not have.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we were able to speak with our customer on 5/1/15 to advise them we would be looking into their concerns. However, when we did attempt to reach them at the telephone number they provided to us (###-###-####) to advise them the disputed charges had been removed, we were unsuccessful after three attempts. We have left voicemail messages for the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: I have Cox service. They raised by bill from $129 per month to $180 per month. I called to cancel the service on Friday May 9th. I waited on hold over 20 minutes. When I reached the representative to cancel the service she informed me I needed to speak to the "Loyalty" department and they were closed for the evening and I would have to call back! I tried again Saturday and on Monday. Unable to reach someone on hold for various lengths of time from 20 - over 45 minutes unable to get someone to answer the phone. I have gone online and attempted to cancel. You can upgrade service online but you can't cancel. This is ridiculous.Desired Settlement: Cancel my service. As of Friday since I have been trying to since then.

Business

Response:

We would like to thank the customer for contacting our company via the Revdex.com regarding her difficulty with closing her account. We are sorry she had such a difficult time receiving assistance and are sorry to have lost her business.

The customer’s account was closed as of May 13th. We have adjusted the account for service charges from May 9th through to May 13th totaling $24.82. The remaining and final balance due is $33.90. The customer may make this payment online at www.[redacted].com/[redacted], or over the phone at ###-###-####.

Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Review: I have made several calls to Cox, spending nearly four hours on the phone trying to get a resolution for my issue. I have been told twice that I would receive a call back from a representative, but never received a call. I even sent a letter to the president, and two other managing officials, but did not get a response.

The issue is that a promotional fee for services ended causing my service cost to increase. I only have $150 in my home budget for phone, internet and cable service so I requested adjustments to my services to bring my monthly bill down first on 6/21/13 and then again on (2/28/14). I was told that after making modifications to my services my monthly bill would change to $149.09 however when I got my subsequent bill is was over $186. I've made two additional calls trying to get my account adjusted as agreed on 2/28/14, however after two more phone calls (nearly two hours of time) and waiting for two return calls that never came, I decided to submit a complaint to Revdex.com. I have been a consumer of Cox Communications for 14 years never leaving to once to acquire services from a competitor. I want to be treated as a valuable consumer and the agreement made on 2/2814 to be completed. I also want Cox to change their customer service policies so consumers don't have to waist hours of their time on phone call after phone call never getting any resolutionDesired Settlement: My account to reflect the changes requested to bring my monthly account charges to $149.09 as agreed on 2/28/2014.

Business

Response:

Revdex.com Case No. [redacted]

Review: On April 7, 2016 I had ordered a mini box. On the 7th I received an email stating I received it. I had called cox and they told me that the email was an error it takes up to 5 days to receive the box. On 4-12 I called because I still did not receive it. I was told that my order was never completed. I then was told to wait 5 days. I called on the 20th and stated I never received it. They told me to go to a cox store and pick one up but it might take a few more days. I called on the 22nd to state I still have not received the box. They were stating they would send another and I asked that they just cancel my service. On the 23rd they sent an email stating that I had to return their equipment one item was the mini box. I called and was told that they had removed it from my account and I would not be charged. On 4-30 I went to the cox store and they told me I still needed to turn in my mini box. I called today and they stated they needed to put in a dispute. I stated that I should not have to pay for something I did not receive and was told it would be removed for my account. I was told it was out of her hands and they would contact me in a few days. So now I might be charged for something I did not receive and was told I would not be charged for.Desired Settlement: Not to be billed for something I did not receive.

Business

Response:

May 6, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced with his account. Due to the concerns that he brought to the attention of your office, we reviewed his account. Our records indicate that the equipment was removed from the account, and the client has no charges on his ledger for the mini box. Our records also confirm the customer has disconnected his service and no longer subscribes to our services. Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted]. Thank you for the opportunity to assist the customer. Catherine/Cox Communications Executive Offices/ Arizona

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

C[redacted]

Review: I was interested to get home security. So I called Cox Homelife to come out on the 26th of March . They installed a motion detector that has never worked. And two cameras that only work intermittently. I don't feel safe or secure with faulty equipment. Now the touch pad isn't working. I have called several times to cancel this service which has never worked from day one and I took off a half day for the installer and lost money cause I couldn't work. I also found him leaning over my dining room table snooping through my tax return information and other sensitive papers when I walked into the room. I told him to divert his eyes away from my table as it had nothing there in regard to alarm install and it was sensitive.They are trying to strong arm me into keeping the service and charge me $800 on something that isn't reliable or trustworthy and never worked in the first place. They want to come out again to fix it but I cannot lose any more money and don't trust them or the equipment they provide!!!!Desired Settlement: I would like an apology and to tear up the contract because it isn't valid.. I feel very vulnerable and violated. They equipment doesn't work. I don't feel protected or safe at all. They are trying to force a contract on me where faulty equipment and suspicious characters are involved.

Business

Response:

It is always our goal to provide our customer with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding the issues with her Cox Home Life Security system. We sincerely regret the inconvenience that she has experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. She signed a 3-year agreement that states she must give Cox adequate opportunity to repair the service before she is eligible to be released from the contract due to equipment. To date, our customer has not allowed a tech to be scheduled to the home. I reached out to our customer and left a message explaining this and that we had a work order set up waiting to know when to schedule a visit. I explained to make it easier for her she could call in to our technical support group to schedule that work order. Our customer did not call in to schedule the work order. Since she has not allowed us the opportunity to address the concerns the contract remains valid and Early Termination Fees would be valid upon disconnect.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. We will be happy to assist our customer when she allows to visit her home and address her concerns. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Consumer

Response:

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.

This is not a satisfactory response. I was unable to respond to COX in regard to them wanting to send a tech out to fix the equipment as I was very ill with the flu. I did get her message that she wants to send a tech out here but the faulty equipment was returned a long time ago as it didn't work. There is nothing for them to come out and fix. When the rep first wanted to send a rep out to try to fix the problem it wasn't even an option as this is supposed to be home security to protect your home. I had it for a short time and realized that it wasn't working. The motion detector was not working from day one. Verified by the COX HOME Life rep. Feb. 26th. The cameras also were only working intermittently. And only with much jiggling and fidgeting with them would they work at all. NO I DO NOT WANT NOR ACCEPT a bogus home security system. It never worked. I can't feel secure if they install faulty equipment and someone has to keep coming out to my house causing me to lose money from not working and try to get their inadequate equipment working. There is nothing safe nor secure about it. Also did we forget about the technician that I caught snooping through my tax return information and other sensitive documents on my dining room table when I walked in on him and had to ask him to divert his eyes and stop snooping through my stuff. WOW I really feel violated and very vulnerable now that he has that information and the equipment is trying to be strong armed on me. SHAME on COX!. I guess I will also have to take this to three on your side and file with the attorney general and also a business claim against them. There is no contract!

Regards,

Business

Response:

After receiving this rebuttal we spoke with our customer. We acknowledged that she returned the equipment and offered to re-install and address any issues she is having. Our customer declined our offer. We confirmed the equipment and service was working when the install left our customer’s home on 2/26/15. Our customer did not contact us until 3/2/15 to talk about lowering her bill. She explained she wanted to cancel her services because the bill was too high. Our customer did not contact us again until 3/6/15 stating the motion sensor was not working. We found a good signal. Our customer allowed us to set up a service call but our customer would not schedule the order. On 3/9/15 our customer contacted us to disconnect her phone service. There is no mention of issues with her security system. On 3/10/15 our customer called in about faulty equipment and that she will be moving. She would like the Early Termination Fees waived. We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service. Our customer declined our offer to have a technician out to address the faulty equipment issue. Later that day she brought the security system equipment into one of our stores. Our customer entered into a 3 year agreement and the agreement states she needs to allow us the opportunity to address issues with the service. Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/15. Our customer can disconnect service but would be responsible for the Early Termination Fees. We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install. So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork. He explained he spoke with our customer about this when he was onsite. This has been addressed.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience this has caused. We will be happy to address her concerns if she will let us. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Review: I canceled my service with Cox communications back in January. I paid my final bill which was around $40 that same day. I also returned the two cable boxes that I had that same day. I received an email from Cox in February stating that I owe $359. I called to speak to a representative about the charges. The representative then told me the charges were for an unreturned third cable box. I was only issued two cable boxes. I was only being charged on my statement for two cable boxes. I had stated to the representative that I had never had a third cable box. She proceeded to fill out a form to have the charges removed from my account and told me it would be about 10 days to have the charges cleared. I have been receiving calls from Cox collection department about the fees, I stated to each representative that I've talked to that the fees were supposed to be removed weeks ago. I have talk to total of five representatives. And each has filled out a form to have the charges removed but I still have no results. It is now been over a month that I've been trying to have these charges removed from my account, and I am still receiving calls from Cox communications collections department.Desired Settlement: I would like to have the fees removed from my account and for somebody to help me understand why it has taken over 30 days to have this issue resolved.

Business

Response:

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: In paying my January 2015 cable bill using on-line payment, I accidently ommitted the decimal from the payment amount. Instead of paying $76.84 I accidently paid $7,694.00. After learning that my bank could not stop the payment I called Cox to request a refund check. On Febuary 21st I was given the conformation of [redacted] as was told I should expect a check in 10-13 days. Today, March 6th I checked my account and noted a credit balance of $7,562.99 on my account. I called Cox communications to inquire as to the status of my refund. I was told by the billing represenative that she could process the refund request. I repeatidly shared with her that I had already completed this process and asked 3 times to speak with her supervisor. I was placed on hold for about 10 minutes. The same person came back on the phone and asked if I had submitted a copy of my bank statement which the person who processed my refund asked for. I was told the was required to prove that it came out of my account. That request had not been made so I never provided that documentation. The represenative indicated that she could make a request to "over expedite" the refund and that "if" the back office accepted it today than the refund would be processed on Monday and sent on Tuesday March 10th. If they did not get to it today it would take until March 17th to process.

I simply want my refund due of $7,562.99 so I can pay my other bills.Desired Settlement: A refund on the credit balance of my account.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by a payment issues. We directly contacted the customer by phone and telephone. The refund check was delivered today by [redacted] according to the tracking information. We are currently working with the customer to address the concerns and to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I've had serval issues with cox, time and time again I call because my internet is terrible I pay for the above average package and its skips more and freezes more the. A broken record. This is the first time I've been charged for something that is completely outrageous. They once charged me before for not being able to trouble shot my terrible Internet over the phone but they could not. I've now begun disputing a new charge saying that I got a returned check and an returned check fee. This money has clearly been taken out of the bank account I have the statements to show. Yet when I call customer service they treat me like I'm broke and a piece of trash and HANG UP ON ME. What the hell is wrong with your company you think that because I have no choice and I have to have you as my provider that you can try and rob me and belittle me and judge me when you are wrong. Once again cox you have screwed me over when and tacked on incorrect items.Desired Settlement: I want the fees removed from my account and my payment to be credited back to my account

Business

Response:

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 a recent returned payment that has been charged back to your account. I have reviewed your account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40. At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds." As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee. However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

Review: Internet service constantly drops connection. Multiple times a day the internet completely goes out for a few minutes. I have had COX out numerous times to fix the issue and they are never able to fix it. I am paying for internet and phone service along with paying extra for premium protection service but COX still will not fix the issue.

Dates included: 12/18 initial call to report problem, 12/18 modem replaced by tech, 1/18 call in to report same problem, 1/20 called in to report same problem again, 1/21 tech came out replaced modem and cord, 1/26 called in to report same problem, level 2 tech unable to resolve issue then scheduled tech for 1/28, 1/28 tech never showed up tech advised they called my phone and I didn't answer so they decided not to come message was never left on my phone and I advised by earlier reps that I may not be able to answer and could call back after message was left and they advised tech would still come out, setup new apt for tech for 1/29. 3 techs, 3 modems, and 1 cord total yet issue still unresolved. Issue has been unresolved for going on 3 months now and COX will not or is not able to fix the issue.Desired Settlement: Resolve this issue and compensate me for the 3 months worth of hassle. I have a special needs child who is home schooled and has been heavily disrupted on a daily basis by this issue. Along with fixing the product I want credits, bill reduction, or something equivalent for this constant hassle. I also pay extra for an equipment/line premium protection package yet that extra cost is doing no good as they have not fixed the issue even for a single day.

Business

Response:

Revdex.com #[redacted] We are sorry to hear of the service issues our customer brought to the attention of your office. We sincerely regret the inconvenience that he experienced with our company. Upon receipt of his complaint we were able to see he had a service call scheduled on 1/30/16. We did attempt to contact our customer on 1/29/16 to no avail. Because we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review. We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had. After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office. Thank you for your time and consideration. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I signed up for Cox internet service by phone about December 23, 2014 for service to my residence in [redacted] AZ [redacted]. I scheduled Service installation for Dec 30, 2014. I spoke with the phone sales person Gabriele, who advised me that I could buy a "DOCSIS-3" cable modem with router at [redacted] for as low as $69 instead of buying one from Cox for $129. She reiterated that as long as it was "DOCSIS-3" it would work. So, on Dec 29, 2014, I did purchase a new DOCSIS-3 modem and paid $99 for a DOCSIS-3 modem with wireless capability. When the installer came to the appointment, he was late, and was apparently a trainee. He worked for several hours to try to connect the internet without success, and finally, two other Cox technicians arrived; first the "trainee's" supervisor, and then another Cox technician. The 3 of them worked for another hour, and then finally the Trainer (Technician supervisor) told me that my new DOCSIS-3 would not work, and that he needed to use a $129 DOCSIS-3 that he brought with him, and advised me to return the modem to [redacted]. Then he spoke to several Cox people in the phone about the $99 modem issue in my presence, and before he left he stated to me multiple times that I would only be charged $99 for the modem that he was providing.

However, when I my first bill arrived, the entire $129 was on the bill, not the $99 as promised. On January 8, 2015, I called Cox billing and spoke with "**" and explained the issue. ** told me that he could not help me directly, but that he would "email the Technician" and make sure my issue was resolved. I did not hear back, so I filed a claim on-line on the Cox website on Feb 12, 2015, at 1:23 pm., and explained the issue once again, as described above. The Cox website acknowledged my complaint and said Cox "will respond within 24 hours." However, once again, Cox failed to respond.Desired Settlement: A refund credit of $30 and an apology for failing to address my claim in a timely manner, as, prior to this complaint I tried to correct this twice with Cox, once by phone, and once in writing.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually charged. We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually charged. We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

[redacted]:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

[redacted]:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,