Cox Communications, Inc.

Review: Cox has put me into collections for $122 related to an equipment charge. I have called them four times in an effort to resolve this matter. They are unable to tell me what equipment I failed to return and I have no equipment that in my possession that I can return. Currently they are doing research to find out what equipment this charge is referring to but there is nothing in their records. I believe this has to do with an upgrade to a modem that Cox told me was necessary due to a network upgrade. When I received the new modem I called Cox and asked them what to do with the old one. They told me that the modem was out of date and that I should dispose of it. The point, however, is that they don't really have any record at all concerning equipment owed. In the mean time my credit score has been impacted and nobody at Cox seems to rectify this situation in a timely manner.Desired Settlement: Adjust my bill and insure that the ding against my credit is removed ASAP

Business

Response:

Revdex.com Case # [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 the customer directly to address their concerns and provide a successful resolution.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.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: concerning the cox communications store located at [redacted], AZ [redacted] I never received a cable box. I was charged $175 for the cable box. I spoke with customer service representative named [redacted]. he left the charge on my bill even though I never received a cable box.Desired Settlement: Requesting my bill to be credited the $175 Valentine was unable to credit. I never received the cable bill and was still charged for the product/service.

Business

Response:

August 27, 2014

Review: I called Cox to transfer my service from one house to another. I was offered Internet and cable for a price that was not honored.

I called Cox to transfer my service from one house to another on Feb. 13 2015. I asked about adding cable TV with two HD receivers to my service along with the move. I was offered internet and cable for 74.99. I did not write down if that price included tax or not. I agreed to the price and set up an installation date for Feb. 19 2015.

On Feb. 19 2015, I called Cox again because I had not received the HD receivers for my TV's. The representative said that the person I originally spoke with did not fill out a work order for the installation of the Cable TV. I told her it was no problem, we could reschedule the installation date.

There was a problem. She said that she could not find the 74.99 price that I had agreed too. She stated that I would have to pay 94.99 for the same service that I had agreed to pay 74.99 during my initial call. I told her I was not willing to pay more than I had originally agreed to paying. She kept trying to up sell me to the 94.99 service. I told her that I was not going to pay $240 additional per year for the same service that I had agreed to receive at a lower price

She said she would work on it and call me back. I never received a call back from her or any other representative.

I live in an area where I have no other choices for high speed internet. If it wasn't for Cox's monopoly of this service in my area, I would no longer be a customer.Desired Settlement: Despite my believe that it is illegal for a company not to honor the price that the company quotes the customer and the customer agrees to pay, I am not looking for any kind of compensation from this complaint.

I know this is a lot to ask, but I would like to hear from Cox Communications upper management what steps they will take to keep something like this from happening to another customer again. What I experienced from Cox was horrible business practices. I live in an area where I have

Business

Response:

We are sorry to hear our customer was negatively impacted by an order entry error by our sales representative. We reviewed the sales call to find that the customer was provided a valid quote. Regretfully, our representative did not complete the order as mentioned in the complaint. We understand that when the customer attempted to obtain the quoted services he was advised it was not available but would be called back. On March 3, 2015, the customer was directly contacted and offered to activate the services at the quoted price. At this time, the customer did not want to subscribe to Cox television services due to their household needs. We apologized for the missed opportunity to provide television service to him. We will also be working with the supervisors of the representatives for coaching and internal process reviews. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: We signed up with Cox in November of 2014 via an in-person salesman. We were happy with our [redacted] service (and still prefer their technology), but we were excited about the prices offered. Basically, our monthly payment remained about the same, but we added a home phone and premium movie channels. We ONLY switched because our salesman, Nathan W[redacted] assured us that our estimated payment of $155.13 would remain the same for the length of our two year contract. Again, we would NOT have signed up if we had known that our price would increase but we would still be locked into a contract. We were out of contract with [redacted] and our price was good.

This December our bill jumped by over $80. I called in January and was told that there was a mistake with our promotion and that it would be fixed. This month it was still the same. So I called today and spent 48 minutes trying to get this resolved. The best they could do was get our bill to $193, still $38 over our promised rate (equal to over $450 for the remaining 12 month period).

I couldn't figure out how they could do this when we were told something else. I was informed that the contract "clearly" stated this increase would occur after the first year and that we had 30 days from the receipt of that contract to cancel. I went back and read this contract and even now, knowing what it is supposed to mean, I cannot make sense of it. So, it is my understanding that the Cox salesmen can promise just about anything and it doesn't matter because the only legally binding information is in this contract. It is possible that ther trained employees do not fully understand the contract, but then how do they expect anyone else to interpret it? This contract is also sent out AFTER the customer has Cox installed and AFTER they have cancelled service with their previous provider. Not only would it be terribly inconvenient to cancel and switch back at that time, but they would also face installation and startup fees from the previous provider.Desired Settlement: We would like our base monthly bill returned to the promised $155.13 for the remainder of our contract and a credit for the months we have paid more than this amount.

Business

Response:

Revdex.com Case #[redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with our company. We have contacted the customer directly on 2/19/16 to address their concerns. We are confident we will be able to provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I called cox last june 2014 to cancel my service as I was leaving the country for several months. I had already had a significant problem with cox. At this time my bill was 124. a month for cable/internet/telephone which included a long distance program. I am canadian.so it is essential to me.

I was told first I could suspend my account for 38 dollars while I would be gone. I just needed to call prior to my return to ensure it was all running.

When I returned to canada within a month or so I started getting bills. Now I find out its 33 dollars a month cox says.. This I would never had agreed to. So after a couple months I called cox from canada.to settle up I was going to be returning to arizona.I contested the bill and they did reduce it a little.

Well I arrive here after going through several calls to get this rectified paying more then I had thought the agreement was to find nothing is running. The whole point of keeping my account and paying 38 dollars was to avoid this.Well I had to bother the neighbors several times using their phone to call cox. It took from November 3rd when it was supposed to be running for sure till November 15th to finally get my phone running. I had to send a fax in the meantime and had to go pay to have it done as well.

So, I'm mad and not happy. I feel like I have been defrauded frankly but I just let it go. Then I get my first cox bill. I get charged for all the time it wasn't running Not july, august,september, october. Now they have the nerve to charge me for the time they left me stranded as well.the first half of november. Thats only part of it. Now they tell me I left my plan I had and they had moved me to a seasonal plan. Well the seasonal plan doesn't include long distance so I get this huge bill like 300 and change and the thing has been running for 2 weeks.

So by this time I'm so upset. I call yet again for the 100th time if once to try again to fix this. I get the run around of course bounced from one person to the next. Finally I just say I would like to cancel my account. Again I get transferred to a retention officer. She tells me she will rectify this. Puts me finally on a long distance plan which I had thought was done already and not. tells me its gonna be 150.00 now not 124 because my old plan isn't available now. So I agree to stay on thinking these calls to canada will be removed.

Well I get my next bill from cox. it is now 480.00 dollars. I'm sorry but this is just not right. It never gets resolved. I barely use my phone. when I do its either to canada or to cox it seems. I owe them some money for sure but I also think that I have been ripped off,mislead and severely gouged by this company. I paid all summer and fall and received nothing. I returned and still received nothing, I feel I have lost hours and hours of my time trying to resolve this. It just never happens.I feel being left stranded here without communications is wrong and I should be compensated not charged for it. Why would anyone want a seasonal package without long distance?Especially when your a canadian and I had had it since the day I started with cox. they changed this not me. I would never agree to this knowingly.

I hope you can help. I feel there has to be repercussion for this behavour

Sincerely,

[redacted]Desired Settlement: I want this company to send me a letter of apology. I want this bill fixed period once and for all. I have sent them some checks. my account should never have been changed. I feel because it wasn't running all summer and they were billing me it all should be returned. I believe for all my time I should be compensated. I feel for all my frustration I should be compensated. I feel I have received 3 months service since I returned and my total bill should be no more then what I was originally paying since I was lied to by a cox employee. I asked the man 2 times its 38 dollars period not more because I would've removed the service right then. he flat out lied to me and it was recorded around june 5-10 2014 the day my problems started with cox.

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 services, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. While there was not an option to leave a message when we called this number, we have submitted a letter to 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

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 feel they are merely trying to get you out of the resolution process. they committed fraud by telling me my plan was only 38 dollars till I reinstated it. turned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any services. I expect cox to review the recorded conversation and reimburse me for everything including all my time lost. A letter is not sufficient. especially when when it removes the 3rd party from the negoitations

Regards,

Business

Response:

We are truly sorry for any frustration this situation with your Cox account has caused Mr. [redacted]. Please know, we are dedicated to assisting him and we apologize for any inconvenience. Please know, upon receiving this rebuttal we have tried again on 3/5/15 and 3/6/15 to speak to our customer regarding their concerns. Regretfully, both of our calls were unsuccessful and the telephone number our customer provided does not have an option to leave a message. We would like to stress that as no point is Cox Communications attempting to bypass the Revdex.com for this complaint. However, due to the nature of this complaint, in order to best assist our customer we will need to speak with them by telephone directly. They are welcome to contact us at ###-###-####.We appreciate the patience and understanding of our customer and we look forward to reaching a resolution. Thank you. [redacted]Executive EscalationsCox Communications

Review: I am currently experiencing severe quality of service issues with my internet provided by Cox Communication. Since November 2014 I have had to make 12 calls regarding the service to the contact I was given when I last had issues with my service back in 2011 named [redacted] at the number ending in [redacted] (number can be provided if needed, wasn't sure of the policy regarding it here). The issue is now despite numerous calls the service is sub-par. Per the Cox website this is what the service I pay for should be:

Preferred Package

Pricing and Offers

Feature Maximum Limit

1. Maximum download speed 50 Mbps (megabits per second)

[15 Mbps] 2

Maximum download speed with PowerBoost 1 55 Mbps (megabits per second)

[18 Mbps] 2

2. Maximum upload speed 5 Mbps (megabits per second)

[2 Mbps] 2

Maximum upload speed with PowerBoost 1 6 Mbps (megabits per second)

[4 Mbps] 2

3. Monthly data plan 3 250 gigabytes combined download and upload

4. Online file storage (Cox Secure Online Backup) 5 GB

This is a list copied from their internet speed test taken at various times of what my service has been as well as ones from a third party site:

Cox Download Upload [redacted] IP Location

Mon Dec 29 07:08 PM Yes 60 Mbps 2 Mbps 7 millisec 98.167.182.172 Phoenix

Wed Dec 10 10:05 AM Yes 60 Mbps 2 Mbps 8 millisec 98.167.182.172 Phoenix



Speedtest.net Download Upload [redacted] N/A Location

11/25/2014 24 Mpbs 0.58 Mpbs 12 millisec Phoenix

12/1/2014 33.18 Mpbs 2.43 Mpbs 11 millisec Phoenix



Unknown date 33.50 Mpbs 4.31 Mpbs 5 millisec Phoenix

There have also been various service outages it happened on 1/8/2015 at around 1 AM

1/9/2014 at around 3 PM

And countless others I figured a call to [redacted] would get these resolved but nothing has been done despite numerous attempts to contact them and report the issue.

The connection is also not consistent, during a speed test the connection will go from 5 MPBS to 60 back to 10, this causes severe issues not only for the VPN but for VOIP calls and leisure activities. There will be some fluctuation and I understand that, but a speed test shouldn't look like a mountain chain with its peaks and valleys and that drastic of a speed difference (I do have screenshots of this I have saved in a document if further proof is needed).

I am a ** patient and work from home as it is better for me and allows me to work when I am able to. What has happened is this is causing me serious issues with trying to work. I use a VPN for work as well as VOIP. I made sure I purchased a plan that included adequate coverage for both, now while on calls the VOIP quality deteriorates where I sound like a robot, or it disconnects me in the middle of calls. This also causes the VPN to disconnect or have considerable issues. Not only does this impact my work, but I cannot even reliably use the internet for leisure activities as the connection doesn't allow me to download or stream a movie without issues or studders and long load times. Playing an online game there are constant connection issues caused by the connection.

In the last two months when I call I am told the connection looks good, its the best it has ever looked, yet I still have these continuous issues. I have even called them when the service was down, and they could see there was no modem connection. Yet nothing has been done and this issue has not been resolved. I don't think it is too much to ask to have the service I am paying for to be provided. I don't want more then what I pay for, I want WHAT I am paying for, and right now I am not receiving that. I do understand it was around the holiday season, but I don't think it is right that my holidays are interrupted or frustrated due to this, and I don't think it is right that a service I pay for is not being provided, or being provided in a much diminished quality, or that I should have to call several times in a week to try and get this issue resolved.Desired Settlement: My desired outcome is for the service I pay for to be provided. While compensation for the difference in what was provided the prior 2 months would be nice I doubt I would ever receive it and at this point I want what I pay for. I want to be able to work as I need when I want to, not having to work during "good" times when the service is mostly okay. I work from home to work on MY schedule and right now I have been unable to do that for the past two months. I would also like for the service to be fixed soon after I call, I feel it is uncalled for that I have to call 2-3 times per week sometimes just to get something resolved (or in this case not resolved).

Business

Response:

We would like to thank our customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on 1/09/15 we let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaint. During this call, we scheduled a service repair appointment for 1/11/15 to investigate these issues. During this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations Department. On 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved. When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolved. We appreciate our customer’s patience and understanding while we addressed these concerns. 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]Executive ResolutionsCox Communications

Review: I have been a customer of Cox Communications for approximately 8 years. Typically, I pay my bill over the phone through thier automated bill pay process. On 10/31/14 I paid my bill online. On 12/15/14 we discovered that Cox had debited our checking account in the amount of $299.22 without authorization. I immediately called customer service and spoke with a gentleman who assured me that the charge would be immediately refunded, and obtained authorization to pay the bill in full on 12/26/14. I was informed that it could possibly take up to 4 business days for us to see the credit on the account. I patiently waited 4 days; still no credit. I called yesterday, 12/18/14 and spoke with a supervisor named [redacted], ID# [redacted], who informed me that the refund would NOT be forthcoming, as it would place my account in a past due status. He also told me I had signed up for automatic payments -WRONG! I never have and never will sign up for automatic deductions from our account. I was basically called a liar - that yes I did indeed sign up for this service. I had a lengthy conversation with [redacted], explained to him that we are on a very tight budget, and the unauthorized deduction was money needed to put gas in the car so my husband could get to work. [redacted] promised to make some calls to see what he could do and would call me back by 2pm. I never recieved a call back.

I have since spoken with numerous people at Cox, including thier customer service escalation department, with absolutely nobody willing to rectify the situation. They all sound like they are reading a company script as to WHY the funds will not be returned to us. I attempted to call [redacted], the President of Cox Enterprises, but could get no further than the switchboard.

Removing funds from a customers account without permission is illegal. I asked for proof that I signed up for this service, but there is none. This practice needs to be stopped immediately, as it adversley affects the parties involved.

I was PROMISED on 12/15 that our funds would be returned, and it has not and will not happen. I was not notified of this until I made further phone calls...I trusted that Cox would do as thier representative promised.

I need our funds returned so my husband does not lose his job. Cox needs to be reprimanded nad practices need to change so this does not happen to trusting consumers.

PLEASE HELP!Desired Settlement: Refund our funds immediately in the amount of $299.22 and stick to the payment arrangement made on 12/15/14.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs. [redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at hand. After completing this research, we determined that on 10/31/14 this Cox account was enrolled in our automatic payment program using our Web site. As a result of this enrollment, an automatic payment in the amount of $299.22 was processed on 12/13/14. While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her request. It is our genuine desire to continue a positive relationship with Mrs. [redacted] and we appreciate her patience and understanding. 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 ###-###-####. Thanks. [redacted]Executive ResolutionsCox Communications

Review: On September 4 I was promised a price of $74.91 by Cox communications. I received the bill this month it was more than $100 over that promised price. I have contacted them more than a dozen times and a supervisor named [redacted] is supposed to get back to me but has not even though she promised to get back almost a week ago. all the other people telli me is that I will hear from her and Have this corrected. I have an email from [redacted]. promising me a price of $74.91 yet they billed be over $180.Desired Settlement: I want a refund of the overcharged amount and to have my future bills be $74.91

Business

Response:

October 28, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her billing. Due to the concerns that the client brought to your attention, we contacted her directly to discuss the details. Although the subscriber refused to speak with us, we have honored her misquote through a credit in her account. The client has our contact information so she can call us directly.As always, we thank the Revdex.com for the opportunity to assist our customer.Luis/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I don't trust [redacted]s response. He gives you no actual amount of credit I will receive. He gives you no amount I will be charged. He is deceptive in stating that I refused to speak with him. I stopped taking his calls when he kept trying to put words in my mouth. Instead I contacted a lawyer and told [redacted] to talk to the lawyer. It was only at that point that [redacted] was willing to give me a credit of any kind. Luis never called my lawyer. There is no way for me to determine what they will actually be charging or crediting until November 19 when my bill is generated. I need have until then to determine if their response is acceptable. Below is the confusing set of number they have for my account right now.My recent activity on Cox. com shows this:10/29/2015 A/R Adjustment - Single S ($49.68)10/29/2015 A/R Adjustment - Single S ($12.39)10/28/2015 Free Preview $0.0010/28/2015 Cox Bundle Benefit ($11.00)10/28/2015 Cox Bundle Promotional Di ($36.67)10/28/2015 Cox High Speed Internet $0.0010/28/2015 Digital Telephone $0.0010/28/2015 DVR Service ($3.67)10/28/2015 Monthly Services Credit ($400.00)10/19/2015 Video Campaign Discount ($18.50)10/19/2015 Internet Campaign Discount ($18.50)10/19/2015 CHSI Preferred Package Di ($2.00)10/19/2015 Cox Digital Telephone Pac ($18.98)10/19/2015 Federal Excise Tax Credit ($0.90)10/19/2015 Statement Taxes $0.0010/19/2015 Statement Taxes $0.0010/14/2015 Payment Processed VISA ($49.73)10/14/2015 Payment Processed VISA ($84.49)10/14/2015 Payment Processed VISA ($46.49)Recent Charges (Unbilled)Date Description Amount10/29/2015 A/R Adjustment - Single S $62.0710/28/2015 Video Campaign Discount $13.5710/28/2015 Internet Campaign Discoun $13.5710/19/2015 Cox TV Starter $23.9910/19/2015 Expanded Service $47.0010/19/2015 Advanced TV Service $3.0010/19/2015 DVR Service $11.9910/19/2015 Contour Receiver $8.5010/19/2015 Preferred Internet Servic $66.9910/19/2015 FCC Access Charge $7.1010/19/2015 Basic Monthly Service $13.9910/19/2015 Premier Feature Pak $15.9910/19/2015 Voice Mail* $8.9910/19/2015 Unlimited Long Distance $15.00Then on my [redacted] message I received this:Cox

CommunicationsHi

[redacted] was hoping to speak with you, but asked that I relay his message.

Luis was able to reduce your monthly rate to $147.38 (tax included) per your

10/26/15 phone conversation. The rate of $147.38 includes the following

discounts:•

$50 Bronze Bundle discount for 12 months • $15 Bundle discount for 12 months •

$5 off DVR service for 12 monthsThe

$50 Bronze Bundle discount and the $15 secondary Bundle discount both expire on

11/18/16; while the $5 off DVR service expires on 10/27/16. Please note that

since you no longer have a Price Lock Guarantee on your account, your rates for

Cox TV Starter, Expanded TV, Advanced TV, Internet service, and Telephone

service are subject to local rate increases during the 12 month term of the

discounts. Also, as we are unable to honor the monthly rate as quoted by

E-Care, [redacted] has applied a one-time credit of $422.26 to your account. This

credit is what you previously referred to as a “refund for the 12 months of

overcharging.” We

hope these account adjustments meet with your satisfaction. Sincerely, BeckySince they have not honored the original promised price. I can't trust what they've written ($422.26 credit and 12 month rate of $147.38) until I see the bill.Thank you,[redacted]

Business

Response:

Tell us why here...November 13, 2015Revdex.com complaint # [redacted]We are 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 did send an email with information on the special discounts and credits applied to the customer’s account since that was her main concern on her complaint. We also advised the customer that she is always welcome to call our Account Services Department at [redacted] to verify this information. We hope this information has been helpful to your office. We look forward to hearing from the customer. Cox Communications Executive Offices/Arizona

Review: I called Cox Cable on 12/10 and requested information on how I can reduce my monthly bill as it is very high every month-I was told that I signed a contract and that my monthly bill was 199.00 per month and they can go down to 164.00/month-I did not think that I signed a contract for that amount and thought my monthly bill was high due to being off the contract. I told her I would call them back tomorrow after I look into this. on 12/11-I found the agreement that I signed that promised my bill would be lower than what I was paying--on 12/1/12-I signed this agreement for a 24 month pricelock guarantee-99.99 per month plus box and taxes-I called cable again this morning was told again my monthly plan is 199.00/month that I had a contract from 2012 till july 2013. I then told her I signed an agreement back on 12/1/2012--so if that was not honored what happened. Then she tells me she does see it and that this agreement is good till 12/1/2014 and if I cancel I get charged 10.00 a month from now till 12/1/14--I was trying to tell her she had the wrong monthly amount--I requested a manager--I was put on hold for 20 minutes, to just get put back on the automated machine then hung upI find this terrible service to someone how has been there customer for over 20 years in 3 different statesDesired Settlement: Correct my billing statement and any past corrections

Business

Response:

We certainly appreciate it when our customers let us know that we have not met their expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. From what has been described in this complaint, it does not appear that we were successful in providing this level of service. We would like to take the time to apologize for the inconvenience that our customers experienced in their attempts to resolve the billing discrepancies on their account.Upon receipt of this complaint, the account was researched thoroughly. We contacted our customer today and discussed these concerns in detail. We believe that once the documents that the customer received from our vendor are reviewed that we will come to a successful solution. Any credits that are deemed to be justified will be applied to the account at the conclusion of our research.We want our customers to know that we value them and appreciate their business. We know that this apology does not make up for the difficulties that they went through, but we do apologize again for the negative experience that they encountered in attempting to resolve this matter. Our Customer Care Center can be reached [redacted]. Thank you.[redacted]Executive Resolutions Office of the General ManagerCox Communications/Arizona

Review: I was wrongly charged for a one-time installation charge of $40.00 for an upgrade to a COX Communications bundle package service, after being told that I would not be charged sine I have been a COX customer for over 5 years.Desired Settlement: Credit on next billing statement in the amount of $40.00

Review: I have been paying for service for almost a year and cox cannot provide support for product to actually work! I have been paying for internet that I cannot use for almost a year and after countless phone calls and HOURS on the phone with support I still cannot use my internet. I was told I had to purchase a modem through them in order for cox to service the product so I spent $150 on their modem and $56 a month for internet that I cannot use!! You call cox and they tell you they cannot help and you have to call the manufacturer yet when you call [redacted] they tell you that due to their contract with cox they cannot help you and cox has to service the product. It's now been ten months and finally I am sick to death of dealing with rude people who keep giving me the run around and treating me like a stupid child, asking if I have the router plugged in.....I have clearly told them I cannot access the connection and all the lights are on! I even had one customer service person hang up on me after I asked to speak to a manager. Every time I call I am bounced from person to person and no one can help, they say the signal is good yet I still cannot connect and they say they cannot do anything to help. Finally I wanted to cancel the service and they want to charge and additional $130 for early termination fee!!! How is a company going to charge you after they cannot provide the service I have already been paying for......I have now spent $840 for something I have never been able to use. This has been the worst experience with a company and I would never recommend using them ever. They have stolen money from me for almost a year and refuse to even acknowledge this lack of service and treating their customers horrifically. I thought the great thing bat cox was no contracts?! How is cox even still in business with such poor support, treating customers like [redacted] and stealing money from them month after month!!!!!Desired Settlement: A full refund for product, service and additional fees and an apology for such poor customer service!!!

Business

Response:

We were sorry to hear that we weren’t able to assist the customer with the service issues that the customer brought to the attention of your office. Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. While the customer states that she experienced 10 months of problems with the Internet service, our records do not support a refund of service. We have no service calls on record for the data issues that the customer brought up in her complaint. The notes from our Technical Support Agents who attempted to assist the customer by phone indicated that our system levels and signal strength was acceptable and within the appropriate parameters, and the customer was referred to contact the manufacturer of her router. We are sorry that we weren’t able to provide the Revdex.com with the answer that the customer was looking for. In an effort of good customer relations, the Early Termination Fees for the cable and the Internet service have been removed from the customer’s account. The subscriber may contact our Billing/Customer Service Team at ###-###-#### for an updated balance on her account. We hope this information has been beneficial to the Revdex.com. Thank you. [redacted]/ Cox Communications Executive Office/ Arizona

Review: In September, per the promotional letter that I received from Cox Communications, I decided to subscribe to a bundle package (including phone service and [redacted]) that would have dropped my monthly bill from the ~$144 that I am paying right now to the $120 range. I went with the bundled package, even though I did not need the phone component, as I have a mobile phone. Cox representative took my order on the phone, told me to go ahead and ignore my existing invoice, as I would be receiving a new invoice reflecting my adjusted and prorated balance. He also scheduled for someone to come to my house to activate the phone component of the service on a Friday. Unfortunately, since I could not leave work on Friday, I called to delay the phone installation to some other time, as I did not have an immediate need for the LAN line. I found out yesterday, 10/15/2013, that this supposedly triggered a cancellation of the entire order, and my service went back to what it was at the higher price. To make it worse, not only did I not get the prorated invoice that the rep had promised me, I received an invoice after about a month reflecting 2 months of service charges at the original rate plus late charges.

I called and explained to the first customer rep that I did not cancel the order, just delayed the installation of the phone component, since I was not at home that day and did not immediately need the LAN line. He told me that since the field rep was unable to activate the phone service, they had to cancel the entire order, which was not my intention. When I asked the customer rep to explain why I was still receiving [redacted] channels even though the order was cancelled, he told me that I was now getting those channels outside of the bundle, which again was never my intention. He told me that he understood my situation, but that there was nothing that he could do. He told me that he was going to have to transfer me to the sales dept, since Cox was supposedly no longer offering this promotion and he could not reinstitute the service. I then asked to speak to a manager that can help me. He put me on hold, came back, and told me that his manager told him likewise, and that he was going to transfer me to sales. During the transfer process, he hung up on me.

I called again and pretty much went thru the exact same conversation with another rep. The second rep told me that she was going to remove the late fees but that there was nothing else she could do for the cancelled service. She again proceeded to transfer me to sales, and yet again, hung up on me. At this point in time, I wasted about an hour of my time at work trying to repeatedly explain my side of the story. The third rep that I spoke to informed me that Cox had installed a new phone system and that was the reason for the hang-ups.

At this point, I gave up and just scheduled (thru online banking) to pay the portion of my bill that was immediately due. This was on 10/15, and the amount was deducted from my account on 10/16. On the afternoon of 10/16, I received an automated call telling me to make an immediate payment to avoid cancellation of my service. I proceeded to talk to an agent, and explained to her that the payment was already deducted from my account and proceeded to tell her what happened the day before. It didn’t take me too long to realize that it was a dead end, so I hung up feeling extremely frustrated.

In summary, the service for which I subscribed to as advertised is cancelled on me due to a technicality without my consent (since my intent was to just delay the phone installation as I was at work and could not be at home that day) and no attempt is done to correct the situation. I fail to understand this kind of treatment towards a long time customer. I think that I was treated in an extremely unfair and inconsiderate manner. I am extremely disappointed in Cox. I live in a condo building and unfortunately I do not have a lot of convenient alternatives, so I still have Cox service. That said, I will continue to seek alternative arrangements. I will also send this letter to Cox Executive Complaint department as well as Revdex.com. I hope that it reaches the appropriate people that can do something about it.Desired Settlement: I would like COX to reinstitute the original terms/rate of the service that they offered to me and I ordered.

Business

Response:

Revdex.com complaint # [redacted]—[redacted]

Review: I have had issues with Cox Communications for about 5 years now they reneged on their guarantees and their contract they set up they overcharged and they do not honor their contracts their customer service reps cheap people with disrespect laugh at them and are rude they argue with the customersand look for every opportunity to overcharge as well aswhile trying to take away services and providing shoddy serviceto long-term customers of 18 years plus who have been on tia call one day from a customer service rep out of NewI even received a call one day from a customer service rep out of New York stating that he was upset that I had followed up on a complaint I had made to him and he pretty much told me that he was in trouble because of my following up on the complaint and it looked bad for him to his superiorsDesired Settlement: I would like to have my contract explain to me in full details full detail as well as whether or not I have received the lifeline telephone plan I was told that I did and I got $33 a month for it and then they say they don't have it on my record I don't know how much I'm supposed to be paying or what for and they have reneged on their contracts several times with me at some point I would like to leave the company entirely and get either another company to provide me service was not trying to rip me off everytime I turn arounddone nothing but be loyal to costco and recommend them to I have done nothing but be loyal to costco and recommend them to everyone I know now I am ready to leave they lie about everything they renege on everything they tell you and charge you more money but I keep on paying my bills well they take away more more services when they found out I had my own DVR they then proceeded to practically scramble all my channels and make them unwatchableaccording to f_c_c regulations I am about to have my own d_v_r for my own personal use which is what it is in exactlexactly for. I am home bound I rely on cox for my entertainment for my internet entertainment with us have to disconnect because they did not believe me when I told him that my computer was infected with virus now I have absolutely no use of my computer because of them because they refuse to help me clean it up and wanted to charge me to wonder dollars for that service and I've had my phone issues with them multiple times when I am on a lifeline service where I wear a pendant around my neck because I'm off already and I'm very illthey have done nothing but over charge me rootslie about how much I mean charge I'm up my contract is and b extremely rude at almost every opportunity these are not fairbusiness practices 2 able customer for almost 18 years who is never been late on a payment 1 time I was with cs when they only have cable that's how far back my history goes with them if they wanna company in the area that provide a cable service I would use them but I'm stuck with cs for the time beingprobably about any spelling errors but it is my correction on my cellphone as I do not have internet to type this and I have to use my cell phone

Business

Response:

October 20, 2015Revdex.com complaint [redacted]We were sorry to hear of the difficulty that the customer experienced with our company. We reached out and spoke to the customer on the 14 of this month and we were able to discuss her concerns in detail. We will continue to work with the subscriber after completing a full investigation on her account.As always, we thank the Revdex.com for the opportunity to assist a valued customer. [redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I spoke with [redacted] on the 14th she said she would follow up with me on Monday I never heard anything from her I would like to discuss a couple of issues with her but I'm not going to reach out until she reaches out to me as she told me she would it seems as though this issue is not resolved but just open ended I would also greatly like to resolve the issue of their last timed out is blowing my vizio speaker out I am Not sure if I should contact [redacted] about that or wait for her to contact me any advice you have would be greatly appreciated thank you so very much have a great day and many thanks to the Revdex.comRespectfully[redacted]

Business

Response:

October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company. Due to the concerns that she brought to your attention, we contacted the customer directly this morning. While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience. We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees. In our message to the subscriber, we asked for clarification on her concerns. Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer. As always, we appreciate the opportunity your office has given to us. Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Review: The house located at [redacted] was a rental property and the utilities were under my name including cox communications. I had 3 cox boxes. This rental went into foreclosure and after it was foreclosed I no longer had legal access to the property. I immediately called Cox communications to let them know the situation and I after multiple conversation we set up an appointment for cox to pick the boxes at the premises. It was my understanding that this was done, however I just recently pulled my credit and it shows a collection with Cox. The reason that property went into foreclosure was due to my medical condition I was diagnosed with testicular cancer and had to do chemotherapy for several months. That is another reason why I arranged pick up because I was unable due to my medical condition. All I cared about at that time was to get better.

I called Cox to get an explanation and representative [redacted] informed that I have a balance due of $1630.

This is unfair because 1) I did my due diligence for those boxes to be returned I should not be penalized for Cox inability to collect boxes 2) I had services with Cox for over two years in that time I was billed for using the boxes. I paid a monthly rental fee for those boxes to be used. 3) Perhaps those boxes have already been returned and I am still being charged for them.Desired Settlement: 1) I do not have an outstanding balance with Cox and they should not be charging me the ridiculous amount of $1630. 2) I want cox to remove the collections from the credit bureaus.

Business

Response:

This is in response to the complaint that was filed regarding a former customer’s missing equipment charges. We want to thank him for taking the time to let us know of his concerns. We apologize for any frustration that he has encountered in his attempts to resolve this issue. We conducted the research of the account in conjunction with our Collections Team and our Warehouse Team. No one was able to locate any additional information for the equipment in question. We are providing the following information:

1. 4-11-11 – Account on [redacted] was closed.

2. 4-12-11 – New service started in the name of the tenant shown on the previous account authorized user screen.

3. 5-24-11 – Notes on the former customer’s account indicate that there was an issue with the tenant regarding the return of the equipment in question.

4. 10-12-11 – Work order set up on former account for equipment pick-up on 12-14-11. This work order was cancelled as it was on a former account.

5. 06-18-14 – Received final word from Collections and Warehouse that the equipment has never been returned.

While we certainly understand that our former customer was going through a difficult time in 2011, we are unable to remove the equipment and the outstanding write-off. We recommend to our former customer that he contact his former tenant to see what they may have done with the equipment. Possibly, they placed it in the garage or in a closet to get it out of the way. It is surprising how much equipment is recovered with a little additional research of the residence.

We certainly understand that this is not the answer that was desired, but our customers are responsible for the any equipment that they receive from us for their services. We would like to note that the equipment from the Minton Drive account was returned. Again, we apologize for the inconvenience that this issue has caused. If there are any additional concerns, our Customer Care Center can be reached at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

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 find it very suspicious that the work order to pick up equipment was cancelled? Who cancelled it? Is it possible that COX is using the boxes that were assigned to myself? Why would COX provide services to a house, which has possession of COX owned (missing) equipment that should be returned? As explained before, once the house was foreclosed I lost the ability of access to the property. I was not going to trespass into the property to collect cox equipment. I responsibly set up communications with the current tenant and cox communications to recover equipment and now you have informed me that the pickup for equipment recovery was cancelled. In fact, I visited the house after the house was foreclosed to recover equipment and [redacted] told me to leave. Why did COX deliberately not pick up the equipment?

I appreciate [redacted]'s suggestion to communicate with former tenant to collect equipment. With all due respect Miss [redacted] I have already done my due diligence to communicate with former tenant back in 10-12-11 to ensure equipment was returned. This is the very reason of my outrage and complaint that I did my part and believed this was resolved and have learned that Cox maliciously has put a collection on my credit report when I am clearly not at fault.

I recommend to Miss [redacted] to contact my former tenant that opened an account with cox to try to coordinate with him/her to recover equipment, remove collections from my credit report immediately, and stop charging me fees for no reason. I have no proof of ownership of the equipment, COX does and recovery through them is more practical.

Regards,

Business

Response:

This is in response to the rebuttal that our customer filed regarding the missing equipment. We apologize for any frustration that he has encountered in his attempts to resolve this issue.

These are the responses to the additional questions that our customer posed in his rebuttal:

The work order schedule for 12-14-11 was cancelled as it was set up on a former account. This was done during a normal audit of the scheduled work orders. It should have been set up on the account of active customer if they had been in agreement to return the equipment on our customer’s behalf.

A complete audit has been performed on inventory and active customers and the equipment is not in our system.

The equipment was not noted as an issue when the new account was established as the current account holder at this address was an authorized user on our customer’s account noted as “tenet”. By being au authorized user, he was viewed as acting on our customer’s behalf and had the authority to close the one account and open a new one in his name.

The equipment remained the responsibility of the account holder, not the authorized user.

Again, we understand that there appears to be extenuating circumstances for our customer, but we are missing 3 cable boxes valued at $1608.44. We do not understand why the police would have accused our customer of trespassing or why his former tenet did not either return the equipment to us or to him.

Again, we certainly understand that this is not the answer that was desired. Possibly, he can file this as a claim against his homeowner’s insurance as a loss. Again, we apologize for the inconvenience that this issue has caused. If there are any additional concerns, our Customer Care Center can be reached at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

Review: I had and alarm system installed on june 7 of 2013 and the first day I got it I called them up saying that it wasn't loud enough to hear the doors open. They sent a technichian out to try to see what the problem was and he said that was as loud as it got. He told me to contact the rep that sold me the alarm and tell him that it wasn't loud enough and that I wanted it cancelled. I've been calling and getting the run a round. They tell me its cancelled and later on I get the next bill and it isn't cancelled I've been talking to the installation manager and he has been in contacted with another manger for the Home Security system its been 4months of phone calls and this last call I had with the billing manager they want me to pay for the break of contract for 400 dllrs event though I called since the first day. This is very bad service and for a company this big they should have better customer serviceDesired Settlement: 1st I want COX to take thier alarm out and cancelle it

2nd I want my bill to be adjusted

3rd I think I should get my money back

Business

Response:

September 23, 2013

Review: I got an extension on my bill to pay by Monday June 15th online. That was the agreement. I have been online everyday since the 15th trying to pay my bill but keep getting "system" errors and my payment is not accepted. I am also receiving phone calls from Cox. When I called I asked when I could go online and pay and was told they didn't know but I could pay over the phone. Due to identity theft and legal issues involved with that, I have been told by my attorney I need a receipt for all transactions. I explained this to the rep who stated that I had to go in to a store and pay on 6/17. I would have to take off of work to do this since there is no store anywhere near me. The rep was not very helpful at that point and seemed indifferent to the fact that this would be a problem for me.

I have had continual issues with Cox over the past two years. They insisted I go to paperless billing even though I have concerns with my bills. They insisted I pay online since the last time I paid with a check it was returned, this was due to identity theft and bank fraud but they do not want to hear "excuses" or so their rep told me. Now they cannot tell me when the system will be back up and running so I can pay my bill online and want me to go pay in a store.

This is an incredible problem for me since I will have to take off of work, drive a considerable distance out of my way and waste time and gas that I cannot afford to waste. Paying over the phone is not an option since I need a receipt.

I have asked these people to help me with my bill and they only managed to save me $6 a month by changing my phone service. In reality the change has actually cost me more money per month. Just once I would like to have good experience when calling Cox, someone who is knowledgeable and helpful. I will continue to attempt to pay my bill online but am sure my services will be disconnected and I will be charged a reconnection fee simply because Cox cannot tell me when the system will be back up or find any other way to provide me with a receipt.

I was getting a system error message earlier this week now I cannot even access the bill payment screen after logging in.

Thank you.Desired Settlement: I want to be able to pay my bill online as they have requested me to do so I can get a receipt.

Business

Response:

We are sorry to hear our customer was negatively impacted by technical issues when submitting payment. We have attempted to directly contact the customer to by telephone. 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 Manager Cox Communications, Southwest Region

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 was contacted by [redacted] several times by phone and returned his call each and every time he called. I even stood outside in the heat attempting to call him back on my lunch hour since we cannot receive personal calls at work. He was not available. I left messages as to when I could be reached. Last Friday I was home early and had left a message informing him when I would be available. I even called his number and sat on hold in excess of 30 minutes. He returned my call after I had already left and after the time I told him I was available. I was finally able to pay my bill online last Friday. What this company needs to address is their poor customer service. No one from their resolution department is ever available to take your call and their regular customer service people tend to be rude and unhelpful. I am not sure what can be done at this point to resolve the issue. Apparently they just expect their customers to deal with bad customer service and keep their complaints to themselves because I have complained about this before and have always been assured that they would "coach" whomever but nothing ever changes.. I am so glad my employer expects more from us.Thank you.

Regards,

Business

Response:

We are sorry to hear our customer was negatively impacted by customer service concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I was having issues using the On Demand feature of my service. I called for support and they made the situation worse and no one was going to be able to come out and fix it fir several says. After speaking with many people and getting nowhere I had to settle for a repair person to come out several days later which I had to take time off from work for. I also demand they credit my account for a month of service which they said they would. The next bill I received from them had a charge on it for $100 with no explanation. I called and they said it for a telephone modem that I did not return. I have not had telephone service with Cox in 5 years. I find it extremely suspect that when I complained about the service that this equipment charge from 5 years ago suddenly appears on my bill. At the time I had phone service with Cox I had purchased all the equipment. Since it was 5 years ago I no longer have any paperwork. I refuse to pay the bogus equipment charge. I demand the charge be removed from my account. I will not let this go. Thank youDesired Settlement: Reversal of bogus equipment charge and apology letter.

Business

Response:

We are sorry to hear there was an issue with the customer’s billing statement. We have reviewed the account and have removed the equipment charge. We have made contact with the customer and advised the correction. The customer was given an apology over the phone. Customer is aware of the balance on the account. 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: Service was discontinued upon sale of home. We contacted company to see what we needed to do. Customer service told us television receiver needed to be returned and that was all, as other modem was owned by us. Equipment was returned on March 11th, 2015.

Cox continues to bill us for unreturned equipment. I called and was given reference number that account has zero balance and was closed. Cox still billed for equipment. Now I have called a total of 5 times with no resolution. Each time someone is going to look into it. The home is sold and I live in another state and the last customer “NO” service person said if I don’t pay the charge they will turn it into collection.

This is the worst customer service and company I have ever dealt with.

They are essentially forcing me to pay a bill I do not owe.

Business

Response:

Revdex.com Case # [redacted]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 their concerns and provide a successful resolution. Thank you for your time and consideration. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have left messages and they have left messages. Ne resolution, in fact it's gotten much worse! We have perfect credit so as not to put that at risk we paid the invoice in question. After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!! We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving bill. We cannot seem to get anyone to help us.

Regards,

Review: About February 2013 I call cox communications to cancel my service in which a customer representative give an option (offer) to stay and I was told if I stay they will reduce my cable cost for about 50% and lock my pricing for two years the only thind I had to do was to sign up for a two year contract in which I agreed cause it sounds like a great deal but last month 02/2014 I noticed that my bill went high so I contact them and they didn't do anything about it I'm upset cause they lied to me so I ask them to cancel my service but now they want me to pay them an early termination fee this is not what I agreed for in 02/2013 they lied to me and is not fair this is a scam.

Business

Response:

April 4, 2014 Complaint ID#[redacted] We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly pricing concerns. While we enjoy hearing from our valued customers we are sorry to learn that the customer believes they were misled regarding the promotions on his account. It is our hope that the information provided in this response will help to clarify our company’s position on this matter. On January 15th 2013, the customer enrolled in our 24 month Pk Lock Guarantee (PLG) service agreement. This agreement protects the customer’s selected services from normal rate increases. This agreement is not extended to any special pricing or promotions the customer may have. There is a prorated $240 Early Termination Fee if the price protected services are disconnected prior to the end of the agreement. This ETF is reduced by $10 for each month of active service that is maintained. On the monthly billing statement each item protected under the PLG is notated as well as the pricing that is protected under the agreement. Special notation is made of any promotional pricing. We are sorry if the customer was unclear on this. On April 1st a $25, six month discount was applied to the customer’s account. While we cannot continue the 50% 12 month cable television discount he was on previously or waive the valid ETF, we hope the customer sees this as a gesture of our willingness to retain him as a valued customer. We thank the customer and the Revdex.com for the opportunity to respond. We are always available to our valued customers at 623 594-1000. Thank you. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, 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 rejected there response because according tho them it was my fault for some reason they lied to me so they can locked me in a two-year contract with only one with the 50% discount (I was told that the discount it was going to be for the whole two-year contract) now they are charging me full price for the past few months and what I want is them terminate my contract without early termination fees and a reimbursement for the over paid or respect the original agreement of 50% till the end of the contract and a reimbursement for the over paid money on the past months that I was charged full price. Thanks!

Regards,

Business

Response:

May 14, 2014

Review: Service constantly goes out on random channels will not provide adequate solution

Service constantly goes in and out on multiple channels at random times they only solution they offer me is to send a signal to box or reset it. Which not only can I do on my own but does not fix the issue. The only other solution is to pay them to look at it, which I find to be unfair since the issue is their fault to begin with! They also advertise false prices and have hidden fees! Please look into this ripoff companyDesired Settlement: I want this company to send a technician out free of charge to fix their mistake

Business

Response:

We are sorry to hear our customer was having technical issues with her Cox services. We have attempted to directly contact the account holder of this location by email and telephone. The contact for the complaint is not currently listed on the account and we are not able to go over account information due to customer privacy. If there are service issues, we do need the opportunity to go to the location to have a technician review the equipment and signals. There are times that a service call would have a service fee; however, there are also reasons why our customers are not charged for service calls. Once we made contact with the account, we can work towards 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cox called me to schedule services that will result in me being charged. I find it very unethical that I have to pay even more money to fix the services that are already not working correctly. This issue is of no fault of my own so it is not fair I be punished for an issue on their end.

Regards,

Business

Response:

We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future. We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications