Cox Communications, Inc.

Review: quoted 29.99 for internet now paying 37.99. tried resolving on the phone and no help.

No additional services have been provided for the extra fees no have we asked for any.

Cannot talk with customer service cannot get through on the phone. Have to wait and then get disconnected.Desired Settlement: will pay the 29.99 plus the modem fee.

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 your monthly rate for internet. I have reviewed your account and complaint letter and have determined the following:Our records show that when you initially installed your Starter internet service on September 20, 2013, the monthly rate was $29.99. On September 21, 2013, a monthly modem rental fee in the amount of $6.99 was added to your account.On December 1, 2013, Cox initiated a rate change that increased your monthly internet rate from $29.99 to $32.99. Cox notified you of this change on your November 2013 billing statement.On January 14, 2015, Cox initiated a rate change that increased your monthly internet rate from $32.99 to $34.99. Cox notified you of this change on your December 2014 billing statement.On January 7, 2016, Cox initiated a rate change that increased your monthly internet rate from $34.99 to $37.99. Cox notified you of this change on your December 2015 billing statement.In order to remain competitive with our pricing and the quality of our service, we find it necessary to evaluate our rates to support the investments in improving our services and increases in programming and business costs. As outlined above, Cox does provide its customers with advance notice prior to the rate change becoming effective. Please feel free to contact me with any additional questions and/or concerns. Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications###-###-####

Consumer

Response:

This amount is too much for basic internet. Since we have no other option we have to pay. How do we return the modem and get our own?

Business

Response:

Dear [redacted],As a good faith gesture, I have removed the modem rental fee and updated it as a "purchased" modem. This will reduce your monthly rate by the $6.99 modem rental fee.Please feel free to contact me with any additional questions and/or concerns.Respectfully, Sylvia L. D[redacted]###-###-####

Review: Hello,

I am writing about my attempt to cancel my internet account with Cox.

A year ago I was living in [redacted], Arizona, with a roommate, and we had an internet account with Cox under my name. I was moving out of Arizona at the end of January, 2014. My roommate and I both went in person to a Cox office ([redacted],**) to cancel the account under my name, and to transfer it under his name. The Cox office representative filled some forms, we signed several papers, and we were told by the Cox representative that everything was good and ready. We were told that since the idea was that the account under my name would be transferred to my roommate's, there was no need to change or return the modem (which we were renting from Cox). We only had to sign up the papers, and everything was going to be OK.

However, it has been more than a year, and Cox has kept charging me through my checking's account every month. I went to my online Cox account, and cancelled the automatic payments. Still, I would get charged. I called Cox several times (###-###-####), and the representative told me that the papers of the cancellation were incomplete. I understand mistakes happen, but the fact that the papers were incomplete was not our fault nor our responsibility. We have called a few more times, but Cox has not been able to solve this problem.

My ex-roommate is still living there, he is using Cox internet services, and he has been paying me. The problem is that he should be paying Cox directly, and Cox should not be charging me.

I respectfully request a full cancellation of my account.

Thank you.Desired Settlement: It is Cox Communications' responsibility to cancel my account and transfer the service to my roommate, as we requested in person, and as we were guaranteed by the Cox representative that helped us. I request the full cancellation of the internet service under my name, with no fees, no charges, and no conditions.

Business

Response:

We apologize that our customer felt the necessity to file a complaint with the [redacted].We contacted our customer. His account is now closed and service was set up in his roommate’s name. We apologize for any inconvenience our customer has experienced with regard to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: Automatic payments do not work as advertised resulting in possible late fees and credit score hit.

I signed up for automatic payments with Cox Communications at the beginning of the month. It stated that it would pay my bill on DEC 26th. This did not occur. I checked my account on DEC 28 to confirm that my payment went through. It had not even been charged. I had to manually pay it. I was told this can result in late fees. As this was due to the fault of their system and not on my part (as I provided all information and confirmed prior to DEC 26 that the bill would be paid automatically). This is entirely unacceptable and an unfair business practice. This should be investigated by the Revdex.com as it could possibly be a scam as well.Desired Settlement: In order to resolve this issue, I would like an apology from the company, as well as confirmation that their will be no late fees nor will this effect my credit score. I would also like a representative from the company to assist me in correcting the technical issue that caused the auto pay function to not work. I would also like my pay set up so that it pays before the due date so if it fails again I can pay manually (since apparently Cox can't handle this simple function).

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their automatic payments. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding our customer’s concerns with their automatic payments, we did attempt to reach them at their Cox service telephone number ([redacted]) to address these issues on 12/29/14 and 12/30/14 but we were unsuccessful. We have left voicemail messages with our contact information on each of these attempts. Additionally, when researching the account we do see that our customer did speak with a member of our Corporate Escalations Department who appears to have addressed the issues outlined within this complaint as of 12/29/14. Should our customer opt to contact us or if the issues are still unresolved we will be happy to address their concerns with their automatic payments. 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 previously had issues with this company regarding random charges being placed on my bill. It usually takes about 2 or 3 calls to get these random charges removed. I recently received a bill for my internet connection. The price listed on their website and advertisement is $64.99/month for new customers and $77.99/month regular pricing. I refused to get into any additional contracts with this company so I choose to pay the full $77.99/month price and have been doing so for the last year. Suddenly my internet connection is priced at $85 while everyone else is paying $78. This is a 100% example of price discrimination. There are only 2 Internet companies in my area. Cox has taken advantage of this and I have dealt with it however price discrimination is definitely not something I will sit quite for.Desired Settlement: Cox to be held responsible for their fraudalent and discriminatory pricing. I would like to pay the pricing that was agreed upon and that is listed on their website and their advertisement the $77.99 and not being a victim of their pricing discrimination only because of their monopoly in the internet services sector.

Business

Response:

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding the Internet pricing. 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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Account [redacted] We were promised a $250 Gift Card at inception. After 6 months of fighting with Cox, we received a $200 card.

#2 On the August bill, we were charged a return check charge. We never had a payment near the dates of the charge. We need the $133 credited back.

#3 Last week, we were without internet service. A tech came out today, (Contractor) and an hour after he left the service wasn't working. It's still not working. I was given a $40 credit, and I have been on the phone with cox for 1 hour and 19 minutes today. Supposedly, another tech is coming back.

Please call Jon about this complaint, (BF) [redacted] He is authorized on the Cox account.Desired Settlement: $183 + Compensation for all of the time spent with an incompetent company.

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 2/2/16. Because we were not able to directly speak with our customer before his service call, we forwarded 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 623-594-1000. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I open this complaint with Revdex.com because of three days communication with Cox customer service that includes 4 reps and 3 managers not solved the raised wrong billing. As today I still see my false debt to Cox for34 dollars. The detail explanation is below.

I had signed for Internet service with Cox with promotion rate of $19.99 per month in 2011. After this promotion expired Cox sent me letter and offered the same service for $45 per month. I called Cox and asked for disconnection. Cox service managed asked me to continue service and gave me another promotion for one year for $28.19 per month started at March 2012. I agreed and service was restored with this price. At December without any notice when I tried to make monthly payment I saw that price was jumped. I did not get any meaningful explanation from Cox customer service but I made my payment at December 23rd 2012. Couple days ago when I went online I saw that price for Internet jumped to $62.99.

I think that Cox pricing is very bad and price itself is unbelievable high ($62.99 per month) if compare with others Internet providers and not reasonable. If you look at published prices on Internet service from Cox it started on $47.99 and go up to $99.99. This company monopoly in service is leads to unreasonable high price. Common, this is 21 Century. If this is not “Wild West”, what is this?

I am not satisfied with Cox customer service as well.

I want Cox to remove false billing amount from my service charge for January 2014 to our agreeable settlement ($28.19). I also want Cox to apology for no good customer service (long conversations and no results), which I received during December 2013 and January 2014.

Business

Response:

February 4, 2014

Review: I cannot get a straight answer from the Billing Dept., Account Specialists or Loyalty Dept. I do not know what I owe. When Cox refused my credit card last fall, it took months of calls while they corrected their internal system. The last person I spoke with found a better rate because of the difficulty Cox caused and I was told that I would pay that rate until October 2015. I repeated several times the amount and the length of this rate and he confirmed it. My mistake is that I didnt get it in writing. Cox doesnt do that. Two months later my rate increased. I called again and was given excuses that made no sense. I have sent at least 5 emails and spoken with 6 customer service people. Each one tells me a different story. I have been promised a return call in 15 minutes; no call ever came. Today, there have been 3 different amount due by Feb. 16 rates on the online bill and the automated phone line says I have a credit and owe nothing. I asked for a confirmation in writing for the agreement and was told they cannot send any outgoing mail. I thought I had a locked-in rate via the contract and today Im told that I dont. Is this bait and switch or something worse?Desired Settlement: I want a specific amount due each month in writing through October or longer, as long as I don't request a change, pay-per-view, etc. I want to be able to view the correct bill each month, not the two different ebills on my account.

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.On 2/10/15 we were able to speak with our customer directly to discuss her concerns. During this conversation we were able to fully explain her account billing and ensure she understood why she experienced the recent changes to her billing. While we certainly understand our customer’s frustration, we are confident that they now have a better understanding of their account billing in order to consider this issue resolved. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with her for many years to come. 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 EscalationsCox Communications

Consumer

Response:

I am accepting the resolution because there is no other solution. While courteous, their repeated insincere apologies are tiresome. Their billing practices are suspect. I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etc. so I have never been able to dispute their charges. No one should ever have to make 6 or 7 phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month. I was told that discounts and expiration dates could be found on my bill, but not the day I looked. I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed to. Unfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words. For a communications business they don't do that very well. I don’t know how much of this is legal and how they stay in business. Customer care? Not.

Regards,

Review: We are not receiving phone and internet service as we are being charged for.

There has been soo many days when our employees would not have internet connection. our merchant processing is unable to settle and our alarm company has called us cause theres been no dial tone. We are also getting cross communication on our phone lines with our neighbors. This is unacceptable since we pay a lot of money every month to have service. I have called customer service and I keep getting a very rude employee that is unwilling to help out in any way.Desired Settlement: I would like a partial refund for the inconvenience and the fact that we have to get another phone line put in to get our stuff working.

Business

Response:

We are sorry to hear our business customer was negatively impacted by technical issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the complaint. 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.I have tried to call the local cox business office several times. Each time I was promised a call back and nobody has bothered calling in.

Regards,

Business

Response:

We are sorry to hear our business customer feels we have not provided a successful resolution with our recent response. Our Cox Business team did directly contact the customer on February 10, 2015. The account is being reviewed by our Cox Business technical support and if needed schedule a service appointment based on the availability of customer. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I have been discussing with Cox customer service representatives for 10 months regarding a refund in the amount of $1,605.73. In August 2013 I returned all equipment and discontinued service at [redacted] In September 2013 I purchased a home, in 5[redacted] and subsequently was given a new account number, new equipment, and new service including internet, cable, and phone.

During the following year I was charged for two services, one I was receiving and one that I would not be able to receive since I did not have the equipment. During that time, when I noticed the charge to my credit card, I understood this to be for service for a single account that I receiving service at, not two different accounts. I discovered this when I called to transfer the service at the [redacted]address to my new tenants in October 2014.

I have discussed this matter with multiple customer service representatives, each time saying a check would be sent out and can take up to 2 weeks. I would call back after the time period and they would tell me to wait an additional 6 weeks. When nothing would arrive I would call back and start the process again. The last conversation, the representative said there was nothing that can be done and they denied the reimbursement. Once I asked for a manager, I was told differently. During the last conversation that lasted an hour, Jillian, Manager ID # S[redacted] stated that the previous customer service representative did not provide the accounting department with the correct information and she would resubmit this to them. I received a phone call Tuesday December 1st, stating the accounting department has approved $169.96. Nothing close to the $1,605.73 that was charged over the past year.Desired Settlement: Refund in the amount of $1,605.73 for services not performed.

Business

Response:

December 15, 2015

Revdex.com complaint # [redacted]

We apologize for our delayed response to your office

regarding the concerns that the customer brought to your attention.

We have been in touch with the customer directly, and he has

our contact information. We are working

with him in regards to his refund request, and we will be updating him with

confirmation of his refund.

As always, we appreciate the opportunity to assist a

customer, so we thank you for bringing this to our attention.

Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

Cox Communications offered a refund of 35% of the original amount. I have requested that they break down the $619.90 refund of the $1,750.81 in dispute. Cox Communications billed and collected a total of $1,750.81 for services they did not provide and have confirmed they did not provide. They have not taken responsibility of their double billed services and stated it is my fault. All past continues I have utilized discontinue autopay immediately after service is terminated. Cox Communication does not terminate Autopay and hopes the customer does not do so either. By doing this, Cox Communications unethically continues to collect funds for services not rendered and denies such reimbursement. Sincerely, [redacted]

Business

Response:

Revdex.com complaint # [redacted]—Gregory Baker We were sorry to hear that the customer was not satisfied with our resolution and response to his credit request. We contacted the customer directly and confirmed that our company has given him approximately half of his requested refund for services rendered from 2013 to 2015. We explained that our refund estimate was calculated including the credit that the customer already received. Without documentation or account notes to confirm or validate that the customer requested disconnection of service at his most recent account in August of 2013, we have no support for further credit. Our company feels that by agreeing to meet the customer half way, our $619.90 refund is generous. We also advised him that as a consumer, it is his responsibility to be aware of automatic debits to his bank account. Billing errors that are brought to our attention in a timely manner can be quickly rectified. We hope this information has been helpful to your office. Catherine/Cox Communications Executive Offices/ Arizona

Review: I made a Cox payment through their website on December 27, 2013. The bill due date was the 31st. I talked to 4 different representatives all of whom gave me a different story. I received a call on January 6th, 2014 saying that I had a late payment & they were charging me an additional $25 for a bounced e-check that they tried to withdraw on January 2, 2014. I called my bank and they confirmed that I had enough funds in the account every single one of those dates including today and didn't have any overdraft fees. Cox was also showing that my bill was paid off yet I had received a late fee & bounced e-check fee. The first woman said I was late, my e-check bounced and I owed the full balance + the next months bill. The next person said he would file paperwork regarding the issue but there was another issue that it said my payment was over 60 days late and therefore the paperwork probably wouldn't be processed on time before my cable was shut off and who knows when the bill would go to collections since the late date was inaccurate by over 50 days to begin with. I called back, got another person who confirmed my bank account number was the correct one. We were "disconnected" and I called yet again. The last person I got ahold of said that the only way to even file the paperwork (which they initially told me took an entire billing cycle - they later told me it really took 24 to 48 hours) was for me to pay the bill and who knew if it would or would not be a hit on my credit if I didn't because they couldn't even tell why it said it was over 60 days late to begin with. There is something severly wrong with their billing practices, notification of any errors/issues with billing & with their customer service - particularly how they strong arm you into making a payment because they won't file paperwork until you do.Desired Settlement: Refund for the balance they forced me to pay ($233.24) and give me the $25 "courtesy" waived fee for another payment that is truly late as it this one was not. If I cannot get this back then allow me out of my 2 year agreement with no termination fees as I no longer want this "service".

Business

Response:

January 7, 2014

Review: We are retired, on a fixed income and have to BUNDLE with cox to get a reasonable rate for our phone and internet services, Cox said that they would charge us more if we did not have our home phone services with them. They assigned a phone number and we have been hounded to death with telemarketing calls...........as many as 20 a day! I called to see if they could help with the problem and they suggested I get a new phone number, which may solve the problem but creates a huge list of other problems for us. Then they said to get an unpublished number it would be a monthly charge.

Then we found out about Nomorobo which is a new way to prevent the robo calls from coming and cuts down on the telemarketing flea-bags that phone. They would not even take my phone call about it.

Here's the problem. Cox insists that we have their phone, then they give us a number that rings all day with nothing but telephone solicitors and scammers. They do not offer any help with resolving it other than solutions which line their pockets. All we are asking is that they take a look at the new NOMOROBO system to protect their customers. WE are sick of trying to fix a problem we did not create and the unwanted phone calls at all hours of the day and night.Desired Settlement: Be willing to look at adding the new NOMOROBO system to protect your customers from harrassing phone calls.

Business

Response:

We want to first apologize to our customer for the poor customer service experience that she has encountered. We certainly understand how frustrating that it can be to receive that many daily calls without any validity to them. We have recently been made aware of the new Nomorobo feature that is currently being offered by other telephone providers. We agree that this is quite a significant invention. I am not sure whether or not the article that you read provided the information regarding the requirement for a “simultaneous ring” feature. At the present time, Cox does not offer the simultaneous ring as a telephone feature; therefore, our customers are unable to utilize the Nomorobo service. We always appreciate receiving feedback and suggestions from our customers. This information has been submitted to our Marketing Department for future consideration.We apologize that we were not able to provide our customer with the answer that she was seeking. We recognize that she is a loyal customer and want her to know that her patronage and loyalty is important to us and we appreciate her. For future assistance, our Customer Care Center can be reached at [redacted]. Thank you.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Review: We purchased a new home in [redacted] Festival in Buckeye Arizona and received the keys on September 11th 2015. We were very excited to have a new home in Arizona and couldn't wait to move in. We were given a 'special card' for our Cox Communications Inc representative for direct sales [redacted] had given us a sheet about two weeks prior with all the utilities, post office, and cox communications on it so we had already made an appointment to have cox come out and hook us up on September 13th. We were disappointed that it would take a few days but we had so much to do we could wait for our TV, phone, and Internet. Our cell phones were pretty sketchy but we could make due. When cox came out on Sunday he went to the box to hook us up and said that there wasn't anything there to hook your house to. The box had not been turned on. He made us another appointment for the following Sunday September 20th, 2015. On Monday we contacted [redacted] and got his answering machine. I left a message to contact us. When we didn't hear from them I called again on Tuesday the 21st and left another message. [redacted] called me back a few minutes later. I explained the problem to her and she told me she would look into it and get back to me. When I didn't hear from her by Thursday the 23rd I called again. She informed me that she hadn't gotten an answer for me but she would send out another email. On Friday our field manager [redacted] knocked on our door and said that he had heard about our problem and contacted the field manager for cox. The field manager said that there was a problem with a crossed wire in the street and they took care of it so we were good to go. We were so excited so we thanked [redacted] and told him we had an appointment set up for next Sunday. When Sunday came the cox man came out checked the box and said that their was no hub for me to connect to. We were furious. Here we sit in our brand new home without any phone,tv or Internet service. On Monday we again contacted [redacted] who told my husband that it wasn't his department and he would send an email to that department. This is unacceptable. Here we sit without the necessities ,especially a phone, of everyday living without any resolution in sight. Cox should be held accountable and doesn't deserve an A rating. Look at all the complaints from customers. It should get an F. Please look into this. Thank you.Desired Settlement: We want prompt service, an apology from an executive, and credit for our loss of time.

Review: In April of 2015, I ordered Cox Cable after being sold a bundle package which consisted of TV, internet, phone, and a prepaid gift card of $200. I've yet to receive my gift card which was promised several times by multiple reps of Cox Communications. It seems every person I talk to I get a different story and the runaround. The latest person told me I would not receive my $200 prepaid Visa gift card even though it clearly states that's what I'm owed in their initial work orders and sales invoice. I've been told 60 days of good standing to 90 days of good standing and it's now December, over six months later and I've yet to receive the gift card which is the remaining part of my package I'm owed. I've looked online regarding small claims court and learned if I sue Cox Communications I can receive up to three times the amount I'm owed in damages. While I will keep this as an option I would like to resolve my issue with Cox Communications with your help. I feel I have been more than patient and even managed to talk to the salesman who sold me my package in April. The salesperson has stated I'm not the only person Cox has cheated out of this part of their package and he is willing to advocate on my behalf to Cox. As of today, I've yet to hear back from him. I have sent the original sales invoice to Cox which clearly shows everything I am owed including the $200 Visa prepaid gift card.Desired Settlement: Delivery of the $200 prepaid Visa gift card I'm owed immediately as this was part of the package I was sold by Cox Communications.

Business

Response:

December 28, 2015

Revdex.com complaint Nunez-# [redacted]

We were sorry to hear of the distress that the customer

recently experienced with our company.

Due to the gift card situation, we contacted the customer to

speak with him directly. Although we did not reach the customer, we

left a detailed message with our contact information. Our records confirm that our Customer Service

Team was able to resolve the matter with a direct credit to the client’s account. We advised the customer to contact us

directly with further concerns on the matter.

As always, we appreciate the opportunity to assist a valued

subscriber. Thank you.

Catherine/Cox Communications Executive Offices/ Arizona

Review: Cox Technician came to my home even though everything was working as it should. He checked the connections and all was fine, he went into the alley and was kicking the box because it would not close, the cover was on the wrong way. When he left I have had nothing but issues with my internet service. I called to make a complaint and nobody was available to come to my home to fix till Monday 1/12/15 10am-12pm. Yesterday 1/9/15 at approx 11pm my internet went out. I waited about 30 mins before calling Tech Support, reason I waited is because my area receives numerous outages via Cox Communications. I went outside and my box in the alley appears to have been hit by a vehicle or damaged by somebody. I called Cox numerous times to get someone out here to repair my utility box and restore my services and I am told to wait, wait and wait some more. Nobody is helping me nor cares that a fire hazard is outside my alley gate.Desired Settlement: All I am asking for is to be treated like a valued customer and for supervisors to come to the scene to see the damage and to understand my frustration and solve all of my problems.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.When we contacted our customer on 1/12/15, we were able to confirm that our Field Services Department was already able to dispatch a technician earlier in the day to look into the issues with their services. Additionally, a second technician was dispatched to the home on 1/16/15 to investigate the issues further. After this visit, our Field Services Department was able to confirm the trouble with our customer’s services was a result of a problem with the equipment outside of their home. Our customer was made aware of this by one of our Field Service Supervisors and was also made aware that these repairs may take 1-3 weeks to complete. We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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: On Tues. Sept. 9th an independent conrtactor for Cox here in Phoenix came to do an install at my new address, the installer was new and the install took almost three hours. That very evening my downstairs neighbor knocked on my door and asked if I had had COX installed that day as her cable was no longer working. The call center here in Phoenix refused to send someone out until two days later, once the second technician arrived we discovered that the original installer has cut ALL of the lines to the main box on our roof, it took the second installer almost an hour and a half to repair the damage. Still when I arrived home my cable was once again not working. And again there was a refusal to send out a technician on the same day, so whehn the third set of technicians came out there were still wires that were not attached as they were supposed to be. Now my neighbor downstairs and to the right has knocked on my door and has had no service since the

original date of my install on Sept. 9th.

I once again called Cox, during this call I had a supervisor refuse to speak to me, ([redacted]), and when I finally got a supervisor on the phone he was condescending and extremely rude, and told me that it is not Cox's problem and my neighbor would have to have it repaired herself and then file a claim with Damage reimbursement, I was told that there was no one other than him that I could speak to and that no he would not transfer me to the Damage reimbursement dept. This gentleman's name is [redacted], he is a floor supervisor in [redacted] and I will be following up on thee way way I was treated by this gentlemen, I have already filed a complaint with the Revdex.com here in Phoenix, but I thought you needed to be aware that you have an employee that believes he can do whatever he wants. He actually told me that there is no one he answers to.Desired Settlement: I would like Cox to take repsonsibility for the damage caused and I would like a formal apology for the way I was treated by their representatives.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her installation and customer service experience. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I contacted the customer on 9/23 and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund that will be issued to her account for services she did not have. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns we do not share information regarding our representatives and corrective action taken. 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: This company has put services and billed me for services I did not request or agree to several times. Most recently I called because my internet wasn't working over the July 4th weekend, and added tv services to my account. I was told by the representative there would be no installation charge and when I got my bill I had two installation charges on 60.00 each. In addition to that I was told I would have over 160 working channels, however some of the basic channels aren't even working. So what am I paying for? I called them on Monday 8/4 to remove the install charges however the supervisor said he would only waive half. That is not what I agreed upon at the time of setting up this service so I will not be paying these charges. In addition to that, he did nothing to resolve the non working channels. I'm also suppose to be receiving free equipment on both internet and tv. But am being charged 6.99 for internet.Desired Settlement: Have both charges of 60.00 removed, as well as free equipment. I also want my non working channels active at no additional cost.

Business

Response:

We were sorry to hear of the confusion that our customer experienced on her billing.

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account. The July 8 work order notes confirm that the installation of the cable was charged on the original order for service, as well as the data upgrade. Our Technical Service representative notated that the subscriber requested a service call for the data; as well as relocation, as the modem had been moved to another location in the house. The $60.00 fee is the normal and customary fees charged for the services requested on the work order.

While we don’t have any notations on the customer’s account that indicate we agreed to a free install/upgrade of cable and Internet service, we have requested a copy of the phone call so we may review the conversation between our agent and our client. We will contact the customer once we are able to review the call, and we will discuss the installation charges with her directly.

To address the $6.99 Gateway modem charge, our records confirm that this monthly fee has been on the customer’s statement since the inception of the service in September of 2013. Our company does charge a lease fee in lieu of forcing our subscribers to purchase equipment. By renting equipment from us; it ensures that our subscribers don’t have to purchase costly equipment that becomes quickly obsolete. The leased modems that our customers use are frequently changed out as technology changes.

We hope this information has been helpful to the Revdex.com. Thank you for the opportunity to address the concerns that the client has brought to your attention.

[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.

I received a new statement in the mail and the initial waive of 60.00 as the supervisor advised he would credit was not credited to the account. Both install fees were still on there. I was told by the tech specifically there would be no installations charges. One the service was out several days and two the new service is not everything I was promised several basic channels are not active on the account and I want that rectified. The response above did not address the missing channels. I'm okay with the equipment fee, but I'm not paying the 120.00 install charges or the late fees that are beings assessed on the account. I will pay the standard service fees when they resolve the inquiry. If not, I may have to take my business elsewhere.

Regards,

Business

Response:

We were sorry to hear that the customer was not satisfied with our first response to the Revdex.com. As we stated in our previous reply, we don’t have any notations on the customer’s account that indicate we agreed to a free install/upgrade of cable and Internet service. While we attempted to listen to the conversation between our agent and the customer, the file was no longer available, so we were unable to hear the call. We were also advised if the normal and customary install and service order fees were to be waived, a notation would have been included on the work order, as well as the account. Because we have no support to waive the disputed $120.00 charges, these charges will not be removed from the customer’s bill.

Late fees are assessed if we do not receive the payment due by the scheduled due date. Our monthly statement clearly states that if a customer has a billing question or dispute, the best course of action is to call us as soon as possible so we can address and rectify the concerns.

The customer states that she is not receiving the channels that she wants. Our records confirm that the customer is currently subscribing to the Starter level of cable. Our Billing Department noted on September 11, 2014, that the customer hung up after requesting to speak to a Supervisor We urge the client to contact us at her convenience and allow one of our knowledgeable agents to review her account with her. We can be reached by phone at [redacted]Call: [redacted], or via our website at [redacted]. We also offer Live Chat as well as email correspondence. Our agents are trained to assist our customers to find the best packages for our clients. Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year. This group is trained to address service issues, outages, and technical problems with any of our products, and can also be reached at [redacted]Call: [redacted].

We hope this further information has been helpful to the Revdex.com.

[redacted]/Office of the General Manager/ Cox Communications

Review: My wife and I had moved to a new residence in October and discontinued service at our previous residence in advance of our move. In fact, we purposely went 3 days without internet at our new residence because we wanted to make sure that we weren't going to be double billed by Cox Communications for overlapping service at our old and new residences.

Around October 20th a Cox "installer" visited my residence after my wife was told that there must be a physical site visit in order to "hook up" the internet. Once the technician left our residence the modem was not attached to the cable or even powered on or plugged in to the wall, I essentially had to "install" the modem myself.

Upon receiving our November bill we quickly discovered that Cox had billed us $60 for "installation" of internet at our residence. First off.. no additional cable was run, no trenches were dug, and no outlets were installed or changed. Our new residence already had internet previously and to "install" the service again simply took me attaching my cable modem, powering it on and calling to provide the [redacted] address and ** for whitelisting. The installer literally did NOTHING.

Early in December my wife called to ask about the additional charge and spoke with someone on the phone in that regard. At that time the representative agreed that we had "installed" our own internet and agreed to split the cost with us. I'm no expert, but if the representative agreed that no service was provided, why would we split a cost? To me that seems like leaving the grocery store with nothing, but writing a check to the store owner anyway.... in short, no additional service was provided by Cox Communications, and therefore I feel like no additional money should be billed to us. I encourage you to review our account and notice that we have NEVER had a late payment, that we have been loyal customers for 15 or more years, and have never asked for anything additional from Cox despite that fact that our cable bill goes up every year while the value of the service is quickly declining.Desired Settlement: I'd like a refund of the additional $30 billed to my account.

Business

Response:

[redacted] complaint# [redacted] We were sorry to hear that the customer is experiencing confusion on their billing. We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this subject. Thank you. [redacted]/Cox Communications Executive Offices

Review: I called Cox to downgrade service and transfer remaining internet and phone to new address. Extremely difficult to remove TV (operators trained in high pressure sales). Took two phone calls to try and get this done because I kept being disconnected when I said I wanted to get rid of a service. No one wants to take those calls. Very Suspicious.

Finally, [redacted] w Cox quoted internet (25mps) & phone (basic) = $85.00 month, included [redacted] tax + $6.99 line insurance charge (which I wanted)/price lock guarantee for 2 years + $10.00 discount per month for 12 months + $49.00 install fee. We had it installed.

On July 22nd or 23rd we received a phone call from someone at Cox (it was a sales call) to tell us that we had been such good customers that we could bundle our Internet and Phone with Basic cable for just an additional $10.00 per month. I told her no thank you. She said if I ever changed my mind to just call back and we were eligible.

I Called Cox on July 29 to add TV because we live in an area that requires an antenna to get any station. I was informed by [redacted]/Cox that current monthly charge was $91.00 (not what was previously quoted). Turns out they are sorry but whoever ([redacted]) promised me all that was wrong to do so but they will add some more costs and I can get those services. She apologized and said she could add "basic" TV and Phone with caller ID and Call waiting/Call Forwarding...same Internet for $117.00/month w/all tax and waive install fee. I was very apprehensive because of what had already happened I said are you sure "this includes "basic" cable, and phone with caller ID and call waiting" she said "Yes, it includes all that and all taxes" The out the door final price will be $117.00. She said that she would waive the $19.00 installation charge and the $49.00 charge for the tech to come out again. I told her I needed to ask my husband and she said she would call me back in 10 minutes. She did and I was still apprehensive. We reviewed our previous conversation and what was included again and she told me "I realize you have no reason to trust me and I am sorry for what happened before but this includes everything, "basic" cable, phone with caller ID/call waiting and the same Internet and all taxes and she would waive the tech charge and install charge". Finally I agree thinking it cannot possibly happen twice. Guess what it did!!! The tech came the next day. We have "basic" cable (antenna only no cable channels Cox has added an adjective to their basic cable packages). The tech said I must have been expecting "preferred basic" which includes cable channels.

And Guess what? There is no caller ID and no call waiting!!!

8-5-13, Danielle w/Cox said that "caller ID and Call Waiting were never included but she could add it for $7.99 month". I went over my previous calls with her and told her what I had been promised and what had been delivered. I told her this was ridiculous because what is being offered on the internet to new customers is better service and cheaper prices and why I had originally wanted to drop Cox and switch providers but I was promised the MOON and so I did not cancel Cox but guess what I got nothing promised and for more money. She said I had a better deal before we moved because we were "Grandfathered In" and so did not pay new rates and that if I had not downgraded services I would be getting all services that I had for the same price.

The problem with that is that I was BAIT AND SWITCHED.

I had originally wanted to cancel ALL cox services but because of the original price I was quoted and services I was promised I did not cancel. Promised one thing and delivered another!!! They will be happy to add what they promised before for some more money though.

I have now been lied to on 3 separate occasions about the services I would receive and the cost I would pay. This does not afford me, as the consumer, to be able to get price quotes from Cox's competitors because what you are quoted before installed and "locked in" is different than what you receive. When you call back they are sorry for what the last person said but they will be happy to add it for an additional cost. This kind of thing happens, I understand that but 3 times to 1 person makes you think that this was their intention all along.

My guess is that the customer service reps are paid bonus' for how many deals they make and so they say anything to get the $$$. BAD BUSINESS PRACTICE unless it is monitored closely.

I just filed an [redacted] complaint. and the Attorney General for state of Arizona is next one I will write...

This is ridiculous,

[redacted]Desired Settlement: I would like someone to review this matter and make the necessary changes to Cox policy and procedures as well as to my account.

I would ultimately like what I was promised, if the persons who are making deals are not authorized to quote prices for services, they should not be allowed to answer phones.

I would like the final deal that I made with [redacted] (representing Cox) on July 31, 2013 which is $117.00 month for everything including all taxes to be for the Internet I have now and the TV I have now with Phone to include the caller ID and call waiting features. I want that to have included the installation of $19.00 and the $49.00 tech charge.

I appreciate your time and attention to this matter.

Business

Response:

This

is in response to the complaint that our customer filed with the Better

Business [redacted] regarding her concerns on what she was quoted for service

during and after a transfer of services. We apologize for the frustration this

situation has caused.

Upon receipt of this complaint, we reviewed his account and

found that our customer has also filed a complaint with the [redacted]. Our government relations team is currently in

the process of investigating our customer’s concerns. In order to alleviate a duplication of

effort, we will await the completion of their investigation and incorporate

their findings into a final response to this Revdex.com complaint.

We want our customer to know that we appreciate her business

and are very sorry that she has encountered such a poor customer experience. For future assistance with any other issues

that may arise, our Customer Care Team is available 24 hours a day, seven days

a week. They can be reached at [redacted]

or he may also contact us on our web site at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox [redacted]/Arizona

Consumer

Response:

Better Business [redacted]:

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.

Regards,

There is no resolution, we are only still stuck with service that is not what was promised and for a price that was not what was originally quoted. Cox heard that a customer is not satisfied and called to complain to no resolution, filed a complaint with the [redacted] and the Revdex.com and reported that fraud by, not one, not two, but three of their customer service representatives and this customer is not important enough to "duplicate [their] efforts" of an investigation into the matter. Meanwhile the fraud that happened to me will continue to happen to others. I think this confirms my original suspicions that this is exactly what they (customer service reps) have been trained to do or at least they know it will be ignored if anyone complains and they will still get their commissions or bonuses.

Business

Response:

September

13, 2013

VIA

ELECTRONIC TRANSMITTAL

& [redacted]

Inquiries and Complaints Division

Gettysburg,

Pennsylvania 17325-7245

Re:

[redacted] File IC#: [redacted]

Response Date: September 20, 2013

Ladies

and Gentlemen:

Cox

Arizona Telcom, LLC–and- Cox [redacted] Arizona, LLC (“Cox”) files this

letter as its response to the above-referenced complaint received by Cox on August

21, 2013.

Mrs.

[redacted] contacted Cox on July 17, 2013 and requested to transfer her Cox Digital

Telephone (CDT) and Cox High Speed Internet (CHSI) to a new address. She wanted

to cut back services and reduce her monthly bill and so she declined all offers

to retain the existing video service. Her

existing CDT subscription had included Call Waiting ID for a monthly charge of

$7.95. This feature was left off the

work order (created to transfer her services) and was presumably one of the

ways the customer had decided to cut back.

During

the July 17 call Mrs. [redacted] signed up for the Cox 24-month Price Lock Guarantee

which carried a $48.00 prorated early termination fee and guaranteed locked-in

rates as follows:

Ø

Cox High Speed Internet (Preferred) = $55.99

Ø

Phone = $13.18

Mrs.

[redacted] was careful to include the Cox Service Protection Plan at $6.99 per month

to avoid any costly repairs that may occur with home wiring and opted to keep

her phone number from being published ($2.00/mo). These four billable line

items come to $78.16 plus tax and fees = $91.59. But Mrs. [redacted] states she was

quoted a monthly rate of $85.00 that included the [redacted] Access Charge ($7.10) and

all other applicable tax & fees. She also states that the $85.00 accounted

for a $10 per month discount but Cox records show that the $10 per month

discount wasn’t added until a “welcome call” that Cox initiated on August 10.

Mrs.

[redacted] contacted Cox on July 31 to add video service to her subscription. Cox has

reviewed the phone call and must emphasize that several different options were

discussed based on available offers and the customer’s interest in limited

channels. In the end, adding the desired channels increased the monthly charges

by $26.24 bringing the total monthly bill to $117.84. The video service was installed

on August 1 and the $49.99 installation fee was waived. Unlike the phone and internet service, Mrs. [redacted]’s video service is not

price locked.

Review: Last year I filed a complaint with the [redacted], complaining about unethical advertisement. Cox had agreed to honor a fixed price for me for two years. But after one year, the price has gone up and Cox has failed to fullfill their end of the resolution that is documented with the [redacted] Office. I have since filed another complain with the ** and wrote several letters to COX without acknowledgement.Desired Settlement: Honor agreement from Cox dated 30 May 2014 to the [redacted] and to me. Ref [redacted].

Business

Response:

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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 [redacted] ManagerCox Communications, Southwest Region

Review: [redacted] has attempted to replace or repair my DVR on more occasions than I can count over the past few years. Each time a different employee comes to my home, they each do the opposite "repair" and undoes something the other repairman has just done. i.e., place a splitter in the attic; remove a splitter in the attic. I am now complaining to the Revdex.com because after the most recent repair involving my electrical box and attic, when my air conditioning or living room fan goes on or off, my TV shuts off. [redacted] has obviously done something to my electrical system and I fear some type of damage will be done to my home. I need someone who knows what the heck they are doing to come to my home, and not just another contractor or serviceman. A serious error has been made to my electrical system.Desired Settlement: Repair

Business

Response:

August 16, 2013