Cox Communications, Inc.

Revdex.com #[redacted]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 Resolutions Office of the General Manager Cox Communications, Southwest Region

How the hell does a company like Cox get an A+ rating with the Revdex.com? Their service is notoriously unreliable, they treat their customers like crap, and they overcharge for the whole experience, simply because they can -- since they're essentially a monopoly.

I have some serious doubt about the Revdex.com if this is your idea of an A+ business.

December 5, 2016 Revdex.com complaint # [redacted]

0in 10pt;">We are sorry to hear of the confusion that the customer is experiencing with email.  Due to the concerns that the customer brought to the attention of your office, we attempted to reach the customer by phone on several occasions.  While we did not reach him directly, we left detailed messages and sent him an email, inviting him to contact us directly.
We appreciate the opportunity to address the customer’s concerns.  Thank you for bringing this to our attention.
 
Catherine/Cox Communications Executive Offices/ Arizona

Compliments to COX for the great job they do. As a snow bird from WI we turn our service on and off each year and COX has always had our system working when we return - had to place a call about our second box not working properly this year and the issue was resolved in minutes over the phone. I wish our provider in WI was as efficient. Thank you COX.

A Cox Sales Representative, Esteban, came to my house to offer me a cable for $25/month for over 220 channels and unlimited long distance phone. I already signed up for DirectTV Now but was willing to try it for $25 a month. It was deceptive because it was the Contour Flex package with 70 channels and no long distance on the phone. I cancelled my order because of the deceptive practices. I am looking to change my internet and security with Cox. Beware when a Cox Representative comes to your house. They lie!!!! Get everything in writing!

Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary...

services. We have already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office.  We did attempt to reach the client by phone but were not able to reach her, or leave a message.  We did...

send the customer correspondence via email.   Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount.  After reviewing our available promotions, we didn’t find a better rate than the customer already has.  We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intent 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

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.[redacted], who responded the the Revdex.com complaint by calling me has admitted iCox did Make mistakes and agreed that everything I did complain about,  is accurate and that I was misquoted from 2 different departments. He also acknowledged that Cox made a mistake when I called in a month later and they still told me I was under the plan I was promised. ($94.00 out the door)  If cox feels they made a mistake, they should do what a reputable company will do and honor what was quoted.  I left the service I was with and out of contract with my other service provider, and had many loyalty discounts and a grandfathered discount associated with my old account. If I go back to my old service, I will have to start from scratch and pay for equipment and I will no longer have loyalty and grandfathered discounts, costing me much more than where  was.  I appreciate the $61.00 credit and the offer to waive the cancellation fee after having me agree to a  contact under false presences.  But the credit was not accepted  by me as a bribe to buy me off, I took it as compensation for the grief they put me though so far.    The Manager, [redacted], who responded the the Revdex.com complaint by calling me, , just held his ground, admitted Cox was wrong, but still refused to honer the contract they made with me. He tried to come from a position of power , trying to control the call to try to intimidate me.  If cox wants to waive the termination fee for me because they want out of a contract they committed, I will accept that if they waive all cancellation fees on all clients who cancel service with cox, (And refund anyone who has ever had a cancellation fee)  because  these clients made a mistake when they signed up and made a commitment, cox does not believe in keeping commitments they agreed to just because they felt like it was a bad deal for them after the fact. and just like cox did to me,  so anyone who feels they made a mistake with cox and  they freely admit it they should get out of their obligations since an agreement means nothing to cox. This is a policy cox uses with me where you can get out of  a written commitment if you change your mind and make a mistake, , and I'm sure that this is a form of discrimination if cox does not offer that same option to all of it's  customers .. Once again, I am available  to share all of my signed documentation from cox and and recordings of all conversations (The rep was aware the call was recorded)  there is no exaggeration on my part, it is not my goal to "stick it to the man", these are just facts of my dealings with Cox Communications.

Revdex.com Case # [redacted]
 
We have attempted to contact our customer directly at the e-mail address and telephone number provided on 4/20/16 and 4/22/16. Once we are able to speak with the customer, we can address their concerns and provide a resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his bill.  Please let me begin with an apology for any...

inconvenience he experienced.  We certainly do not want to cause him any frustrations. Due to the concerns that the client brought to your attention, we contacted the customer directly.  
 
The necessary adjustments have been made to the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly.
 
Thank You.
 
Atari/Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]Thank you for bringing the customers additional comments to our attention.  While we are sorry our client is not satisfied with the answers one of our Home Life Supervisors provided to him, we are not able to offer him the functionality he is requesting.  If the customer would like to speak to our Home Security Team, he may call us directly at [redacted]  Our friendly and knowledgeable Home Life billing agents are available to assist Monday – Friday 8 am – 8 pm and Saturday 9 am – 6 pm. 
Thank you for your time and consideration.    Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted] We...

would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account.  Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement.  The promotion he is on included a $30 step up for months 13-24.  This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months.  Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. 
Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues.  Due to the concerns that the subscriber...

brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but due to privacy rulings in place we urge the account holder to contact us directly to better assist them.   We hope this information has been helpful to your office.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Complaint – [redacted] – Ms. [redacted]

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July 16, 2014

We would like to thank the consumer for taking the time to file their concerns regarding the monthly rate on their Cox account.  Please let me begin with an apology for any misinformation that was provided.  We take great pride on building a dependable and outstanding relationship with our customers and we train our employees to uphold this position while working to resolve problems.  I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what they should expect from our company.

The call with the Customer Care agent was reviewed and I contacted the customer and confirmed that we were unable to provide two different sales campaigns on the account at the same time.  It was understood that the agent had submitted a repair ticket to add the two campaigns; however, a follow up call was not completed to notify the customer that the campaigns he had requested were unable to be added to their account at the same time. 

We worked together and found a similar discount campaign that reduced their monthly rate close to the amount that had been quoted originally.  The customer was satisfied with the new offering and a credit was placed on the account to credit the difference between the new discount and what they had been billed thus far.  A new work order is being placed on the account to discount the rate for six months as was promised initially.

We appreciate the opportunity to resolve our customer’s dispute and regain his confidence in our organization.  Their business is very important to Cox and I am certain we can and will do what is necessary to ensure that they have the reliable service that makes Cox a trusted household name throughout Arizona. For future assistance with any other issues that may arise, they may call our Customer Care Center at [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case No. 10022657 – [redacted]

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May 22, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the unexpected charges on her first Cox statement.  Please let me begin with an apology for challenges that she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

The customer contacted Cox to dispute the deposit and installation charges that she had been billed for.  The issue escalated to our supervisor, [redacted], who reviewed the initial sales call and confirmed that the customer was not informed of the installation charges totaling $60.00.  However, it was determined that the deposit was correctly charged. The deposit will be held on the account accruing interest.  After 12 months of timely payments, she may request to have the deposit (plus interest earned) credited back to her account.
 

On April 8, 2014, [redacted] credited her account $60 for the two installation charges that she had been billed.  Today I have applied a credit for the late fee she was charged for $8.00 and have also provided a $25 courtesy credit for the misinformation that was provided to her regarding the installation charges. 
 

We apologize for her poor customer experience and we hope to regain her confidence in our organization and look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center at ###-###-####.  Our Technical Support staff is available for our customers 24 hours a day, seven days a week.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle.  Our records also confirm that we processed the refund as the customer requested.   The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her.  If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her.  We hope that the Revdex.com will take this into consideration when closing this complaint.  Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona

On

November 22, 2016 a Cox field specialist was dispatched to review the service

issues brought to our attention. The

specialist investigated our service delivery from the exterior of the residence

to the back of the modem and was able to rule out service delivery as an issue.  At this point, due to heave congestion

detected from neighboring wireless networks on the 2.4 frequency, he elected to

replace the single band modem for a dual band. 

This provides the customer with two frequencies to connect wirelessly

and an attempt to avoid the many wireless networks broadcasting within his

complex.  Testing with the new modem

showed we were receiving 160 mbps wirelessly on the 5.0 and 60 mbps on the

2.4 frequency.  Our customer called our

technician directly last night reporting further issues while using his cell

phone.  The field specialist verified both

the 5g on his work phone streaming a video and 2.4g on his Blu-ray player

streaming Netflix with no drops or issues detected.  Further investigation from our monitoring software

continues to show the signal strength received by the modem as optimal on the

24 ds and 4 us channels.  Customer was directed

to his cellular provider for assistance. 

Cox provides the subscribed bandwidth (up to 150 mbps on this tier) while

hardwired to the modem.  We are unable to

guarantee the same bandwidth wirelessly. 

Out technical support teams are available 24 x 7 365 a year at ###-###-####

for immediate assistance.     
 
As of Wednesday November 23, 2016 we have verified the service

as working as designed and are closing this complaint.  We appreciate the opportunity that the Revdex.com

has given to us to respond to this rebuttal.

Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their concerns and provide a successful...

resolution.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing.  Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist...

them. After a detailed conversation with the clients, we have connected them with one of our Supervisors for assistance.  We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves.   As always, we appreciate the opportunity to assist our customer.  Thank you! [redacted]/Office of the General Manger/Cox Communications