Cox Communications, Inc.

Review: For the past 3 years we have been having major internet troubles with Cox. This year hit its peak. We have called numerous times to have service done and after 12 techs, the problem still is not fixed. That's over 1 tech a month for the same problem each time. There were points where we had 2 a month coming out. They have failed to provide the service we are paying for. I am getting anywhere from 0.87-10mps upload speed. Our package promises us 50. We have tried to switch to a competitor but the way our house is built won't let us. Every time I call, the phone support members are not able to do a reset from their office because our modem is showing up offline. The internet is consistently awful and Cox has done nothing to fix our problem The service we are getting is unacceptable for the price we pay and at this point it seems as if Cox doesn't care.Desired Settlement: Cox has sent 12 techs out this year and they have yet to fix the same problem. We are paying for internet that doesn't work as advertised. Something needs to be done, whether it be giving us a refund for their lack of repairs or send someone how can fix the problem out after 3 years.

Business

Response:

December 4, 2014

Review: On July 4 or 5 I signed up for Cox services with our Cox service rep Sherry T[redacted] we had to sign a new contract with Cox because the complex I moved to makes it mandatory to have Cox as my service provider where I pay them 52.00 a month for Cox Services. When Sherry signed me up she signed me up for the Gold Bundle and as part of that bundle she informed me I would be getting a 200.00 gift card after I paid my first 3 bills on time . A few weeks ago I went to check the status of my submission since I paid my first 3 bills . My tracking number for my submission is [redacted] When I looked it says my services do not qualify. These are the services that Sherry signed me up for when she guaranteed me I would get the 200.00 gift card. I called customer service and advised them of the package I was on. Again the Gold package and I keep being told to call back in 10 days. I have emailed Sherry 3 times asking her to contact me to discuss this and she has not answered my emails. I have proof of all my emails to her. She is the one who also texted me the campaign code to sign up for the 200.00 gift card.Desired Settlement: I want the 200.00 gift card I was promised by Sherry T[redacted]

Business

Response:

Revdex.com #[redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted 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. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Since having my Cox Service located to my new home, we have had over 18 Technical support calls beginning October 4th, 2015 and more than 4 home visits from Technical services with the first connection had to be redone due to the Technician had incorrectly installed our service causing multiple issues and tripping the breaker everyday, The next Technician came out after the support group set up the wrong day and I took off work on the wrong day, he confirmed and even said that it was done incorrect and said he has had to correct his work. The Electrical issue was corrected but then we begin to have issues with the box in our bedroom and it had to be reset multiple times with calls to support and different resolutions, such as problems in my area or just reset the box each time. This became a nightly thing and I would reset the box and or call Cox for help. Then the box began to click and shut off. I called Cox Support and they reset the box again!! Then the box clicked multiple times November 23rd, 2015. Then the TV failed to come back on. I contacted cox and tried the TV with the other box and it would not work. We went and purchased after a new TV, even though our TV was expensive and not very old. We tried the new TV with the box and it did the same clicking issues and shut the TV off. I told Cox to send someone out and he replaced the box and the issue was corrected. I filed a claim on 11/27/15 and made over 12 calls before it was even sent to the correct department and each time I called I got promises that it would be handled or a call back with no results. I would have to start the conversation of the details each time I called. I got different answers each time. I was then connected to a Service agent December 18th, 2015 and she said it would be handled and it took her until January 7, 2016 to get a resolution that the box they tested was fine??? After in writing told me it would be 7 to 10 days to resolve. I also know there is a box recall.Desired Settlement: To pay for the purchase of my TV that I would have never had to purchase if the box or the connection had not been defective. I cannot explain how many hours of work I missed and calls and emails sent to try to resolve all of the issues since 10/4, 2015.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her service and damage claim. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we have completed a full review of the account in question. After reviewing the account we found that our Damage Claims Department has conducted a thorough and impartial investigation of our customer’s concerns which resulted in the claim in question being denied. This denial has also been communicated directly to our customer by our Damage Claims Department. We also see that our customer spoke with our Corporate Care Department on 1/15/16 who further explained our stance regarding the denial of the damage claim and also outlined the substantial number of recent account adjustments applied by Cox Communications to the account in question in an effort to address our customer’s frustration. While we recognize this situation may be frustrating, we must be clear in stating that additional contact with offices of Cox Communications will not change the findings of our Damage Claims Department for the claim in question. 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[redacted] 623-594-1000. Thank You. George Executive Resolutions Cox Communications

Review: I contacted Cox on September 23rd to cancel services as I am moving and will no longer require services at that address. I spoke to [redacted] at ext. [redacted] who confirmed my account was cancelled and service was stopped. He also gave me his contact information so that when I moved to my new location in a month I could contact him directly to regain services. Today, September 29th, 2014, I received a call from a rep [redacted], who was letting me know the new residents at my address [redacted] were unable to start services because my service had never been cancelled/turned off. I was surprised as [redacted] had let me know that they were when I called last week but now I was being told otherwise. The rep [redacted], had to transfer me again to a department that was able to turn off services. After waiting on hold I was transferred to a rep in Las Vegas who could not help me because they only services Las Vegas and I was in AZ. They then transferred me to a rep in AZ who was unable to help me because [redacted], the original rep, was still logged into my account so she could not access it! She then put me on hold which now it has been over 25 mins on a call that I received from Cox which was making me late to my meeting! Once someone answered ([redacted]) I was now in the Cox Business Department. At that point I had been on hold for so long and explained my situation so many times I was beyond frustrated. I just wanted my account cancelled. She was unable to help me and so I called back again.

This time I spoke to a supervisor who assured me that he would cancel my account and back date billing to last week when I called. Please note he was able to see that I had called in on the 23rd but no notes were made my [redacted]. Shocking! I did not feel that this "supervisor" showed any empathy towards my situation and made me extremely worried about all my personal information with this company. I explained to him that I do not have to choose Cox in my next residence and he made no efforts to gain my business. I have been a Cox customer for over 10 years and I am pretty much disgusted by the lack of empathy and customer service that these people have. They do not have their customer's best interest in mind and have no loyalty to customers who have been with them for so long. I asked for an e-mail confirmation showing I have been cancelled and what I received says nothing about being "cancelled".Desired Settlement: I am requesting that my phone calls (to and from [redacted]) be reviewed and all reps that I spoke with be coached especially the supervisor and [redacted] the original rep. No person should have to be transferred that many times and placed on hold for that long. I also would like confirmation letter/email stating in writing that all services including phone, internet, cable have been CANCELLED and monies refunded. The confirmation number I received is [redacted] but was an e-mail thanking me for my order?? How does this let me know that my service has been turned off at my old address? I am still not sure that this has been done. Cox has a huge amount of explaining to do about this and I will let everyone know about my experience. I would have been reissuing service at my new address but after this experience and how I was treated I highly doubt I will ever trust this company with my information.

Business

Response:

We want to thank our customer for bringing her extremely poor customer service experience to our attention. The complaint that was filed with the Revdex.com was directed to my attention for research and resolution. It is always our goal to assist our customers to the best of our ability and provide excellent customer service.

Upon receipt of this complaint, the account was thoroughly research and personal contact was made to our customer. Our customer’s concerns with regard to failures on our representatives’ performance have been escalated to the appropriate leaders for coaching.

We also reviewed her account to insure that the appropriate amount of credit will be returned to her and that we have the correct mailing address. The refund check will be expedited.

We sincerely apologize for what occurred and hope that we are able to regain our customer’s confidence in our organization. We want her to know that we appreciated her patronage and loyalty over the past 10 years.

Sincerely,

Executive Resolutions/Office of the General Manager

Cox 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 have yet to receive my refund check and I am waiting to close this complaint until I receive the check. I was also promised that someone would follow up with me from Cox to ensure the check was received. Because of my previous experience with Cox, I am not confident that this will be done so I would like to keep the compliant open until I receive the check in hand.

Regards,

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his recent experience. We sincerely regret the inconvenience that he experienced with our company.

Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question. Our records provided the following information:

The expected refund was not issued as the customer did not return Cox equipment after the account closed. The related charges for the equipment were in excess of the refund amount. On 10/27/14 the customer sent the equipment back to Cox. The equipment charges will reverse once the equipment is received. We will expedite our customer’s refund as soon as the charges revers.

We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue.

Sincerely,

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

Review: I am writing as I have an unresolved issue and a lack of customer service. I inquired about Ultimate & Premier Internet. I was told that I must have professional installation and the modem that I lease from Cox would support both internet services. Upon adding internet service, I was informed that the Professional Installation would be waived. I asked if I ordered the Premier, would I be able to upgrade to the Professional. I was informed by Cox that my modem would support both and as long as I had Professional Installation, I could do that, so we proceeded to order the Premier. Within a week, I decided to go ahead an upgrade to the Ultimate Service. Upon upgrading, I was informed that I needed Professional Installation. I explained that I just had that completed last week, but was told that I need to pay $60 for another Professional Installation. At no time was I informed that to have Ultimate, I needed two installations. As I already had Professional Installation completed last week, I would like to upgrade to Ultimate without having to pay for a second installation.Desired Settlement: As I already had Professional Installation completed last week, I would like to upgrade to Ultimate without having to pay for a second installation.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding the proposed charge for a professional install associated with upgrading his internet service.We contacted our customer to explain why the professional installation was necessary but as a courtesy would waive the installation fee. We want our customer to know that we are deeply committed to being his most trusted provider of communication service and apologize for the inconvenience that he experienced in regard to this issue. If there is any way in which we can be of further service, was ask that he contact our Customer Care Center at ###-###-####. Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: Cancelled service in October 2014. Following received bill for $132 for unreturned equipment from 2008 which was three addresses prior. Have contacted Cox customer service on 7 separate occasions regarding the matter, each time the representative said they could see where the equipment was returned and would take care of the matter.

Each time I've called back the Rep tells me they see no notes from prior conversations so another 30 minutes is spent going through the same process and results. Last week I received a letter from a collection agency & a letter from Cox requesting proof that the equipment was returned in April 2008.

My question in my last call to Cox was why wasn't this matter brought to my attention as a customer since 2008? The response was an audit is initiated when a customer closes their account with Cox.Desired Settlement: Cancel and remove from my credit order of collection service. Remove balance owed for outstanding equipment that was returned from my account that was returned in April 2008 or 2011. I was told by the Cox representative, in a conversation on December 24th, that I had two accounts showing equipment returned in 2008 & 2011.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges from an older account. We have reached out directly to the customer and came to a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I am extremely dissatisfied with Cox customer service. I moved into my house on June 19, 2015 and I had arranged to have my services transferred from my prior address. To date, I have had 6-7 technicians at my house and I have spoken to at least 50 people (reps and customer advocates) but nothing seems to get done to correct my problem. A technician from Bear Communication (your vendor) came to my house on June 21, 2015 (after the Cox employee left my house on June 19 without doing anything) and damaged by floor. I have attempted to get my problem resolved, but it seems like everyone is referring me back to Bear Communications. Bear Communications is not doing anything, timely, to get this matter resolved. I will submit a Revdex.com complaint against Bear Communications as well. I did not hire or request Bear Communication install or attempt to install my cable/internet. I was advised that the damage claim needs to be closed out before they will have anyone complete the installation, correctly. We had a technician with Cox ([redacted]) come to my house and took photos of the so called professional installation. I had to call and cancel my services (after having 6 years of service with Cox) but no representative or supervisor batted an eyelash regarding my concern or cancellation.

I am reaching out to see if you can assist me, before I taken further legal action.Desired Settlement: I am looking for the damages to my home be corrected before I take legal action.

Business

Response:

August 18, 2015 [redacted] We were sorry to hear of the difficulty that the customer experienced with our company and brought to your attention. Due to the concerns that the client stated that she had with her installation and damage, we contacted our Damage Claims Department for assistance. We were advised that the proper team contacted the customer and arrangements were made to have the repairs completed. The subscriber has the contact information for our Damage Claims Team should she have further questions regarding this matter. As always, we thank the Revdex.com for the opportunity to assist. [redacted]/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 have been in contact with bear communications but they told me they notifies their liability insurance companies and I haven't heard anything. Due to the fact that I'm you customer I expect you to assist me with my problem. I had to cancel my cable tv as I can't accept this type of service

Regards,

Business

Response:

August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office. Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com. The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution. Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona

Review: To whom it may concern:

My name Is [redacted]. I've been a customer since November 2014. Account number .

The reason I am extending this communication is to express my frustration and dissatisfaction as a customer.

I have been a customer of Cox for almost a year; I was approached in a [redacted] store by a representative making offers to enter into contract. The representative at that point mentioned a rebate in form of a [redacted] card in the amount of $200. Seemed like a great offer at the time, so I signed up. Today is 08/12/2015 and I am still to receive any rebate from Cox.

I originally submitted the first request for the rebate back in February, 2015. At this point I do not recall who I talked to. However, I was told that it would take 4 to 6 weeks to have this rebate expedited. Needless to say, that rebate never came. In June 29, I called back to the what I know now is a third party ("rebate department), that takes the order forms/submissions and asked about the rebate again. That occasion I talked to representative named [redacted]. He was very courteous, very professional and apologetic and talked me into re-submitting the request for the rebate again. The reason basically was because he was not able to locate the original request and could not explain to me what had happen. He asked me to wait another 4 to 6 weeks for the rebate to arrive to my address.

Well, today is 08/12/2015 and have not received this so-called rebate. I decided to call and figure what the issue is. Mind you, back in June, I was provided with access to this web page where I could track the expedition of this rebate; this page displays 3 stages of the process, 1) rebate ordered, 2) rebate accepted, 3) rebate mailed. My status has never moved from stage 1.

In any case, I called the rebate department again. This time I spoke with a guy called [redacted] listen to my issue, and just like [redacted] prior to him, offered me to re-enter my order and wait 4 weeks. At this point I express my discontent and stated this what not acceptable. He then stated he could expedite this to the supervisor, however that would take another 10 days for them to take any action on this. To this a agreed and figured "what else can I do at this point?". To this, [redacted] suggested for me to call the COX communications customer service and express the situation to make them aware and see what they could do on their part, "since they do not have any way to access/validate any specific acct".

Once I called customer service, I spoke with a Customer representative named [redacted] once I stated my situation said I needed to talk to a supervisor, to which I talked too once I waited about 10 more minutes on the phone. The supervisor (I do not recall the name at this point), stated she could most definitely help me, that all I needed to do is talked to the department where they would "escalate" the situation and see what the issue was. The gentleman was even kind to just transfer me instead of me having to call again.

To my disappointment, the line he just had transferred me too, was the same department that I have been calling before since back in February to submit my original rebate request.

At this point , I've have waited over 8 months for a rebate that has never been expedited. Spent over 4 combined hours waiting my time on the matter (over an hour just today alone). To be given nothing but the run-around and given no explanation, no apology, nothing. Anyways, I was able to talk to a supervisor, this was a lady. I was able to express my situation, express my concerns and asked, why was it that I was made to call customer service to have wasted my time, to just end up on the same point where I started with this request...No where!!. The supervisor was not only short and rude, but extremely disrespectful to the point she hang up on me in the middle of the conversation.

So, here I am. A customer of almost a year. Waiting on a supposedly rebate offered by Cox communications. Apparently expedited by a third party company that state they are Cox communications but aren't. I've have wasted my time on this matter for nothing. But you see, I am one to believe not only is my time valuable, but also my patronage and most importantly, my word to mouth. I work in customer service, I am a Retail Manager. I've been in the business for over 25 years. I know what information positive and or negative can do to a business. Whether this information is heard by a neighbor or the Revdex.com.

I would like to know:

1. Why is your rebate process broken?

2. Why is the customer "made" to call around when it should be a service rendered, not having to be asked for once it has been offered?

3. What does Cox Communications think about this situation?

4. How is my time (because it is valuable) going to be re-payed?

5. Lastly, what is the highest level of representative of Cox Communications is this email (communication) going to reach?

I thank you for the time taken to read this. I truly expect a prompt response.

Respectfully.

[redacted].Desired Settlement: I was offered a Rebate of $200. I expect this and a credit to my acct of at least the same amount minimum for my time and negative experience on pursuing this matter.

Business

Response:

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. 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.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: My partner and I have a 2-year Cox Communications contract. New people moved into our building and, our apartment became infested with bugs. The problem has not gone away, so we are forced to move to a better complex to get away from the filth that others have brought in. Cox does not service our new area. I called Cox to see what I could do, they said to just disconnect and they would charge the early termination fee (we are 13 months into the service). I asked them if they could waive the fee since they did not service the new area, and they refused. I spoke with a supervisor, Sherry, and after some discussion, in which she agreed with my case, she refused stating that the contract does not say they will waive it for a move to a new area where they do not serve. The contract only lists two conditions where they absolutely will waive the fee. However, it does NOT specifically state that they would charge the fee if it was a move out of the service area. One that basis, the early termination fee is an unethical business practice when there is no Cox service to which we can transfer. Sherry even agreed that this happens all the time. If that is the case, then it should be included in the contract as a clear stipulation of a time when the fee absolutely will be charged. Legal Department: All such situations should be listed (perhaps on the website) as a clear and transparent occurence of when the early termination fee will absolutely be imposed, and the information should be easily accessible. To charge this fee is a blatant misuse of power, and just plain bad business practice.Desired Settlement: I would like for Cox to waive my early termination fee, and create a webpage that clearly states reasons when they absolutely WILL charge the early termination fee. The contents of this page should be based on feedback from customers as to why they have terminated Cox services early.

Business

Response:

We would like to than the customer for contacting Cox Communications via the Revdex.com regarding the Early Termination Fee (ETF) assessed to their former account. We are sorry to hear that the customer was unable to resume services at their new home and that they do not feel the terms and conditions of the ETF were adequately explained to her. In the customer’s June 25th 2013 billing statement was a detailed list of terms and conditions of the 24 month Price Lock Guarantee (PLG) offer the customer agreed to. Included in this document was a detailed explanation of the ‘special’ circumstances in which Cox would waive its right to collect an Early Termination Fee if part or all of the services were disconnected prior to the end of the service agreement. Any other circumstances not stated in the terms and conditions are at the sole discretion of Cox. Below is an excerpt regarding the ETF. 3.3 Special Circumstances/ETF Waiver. You will not be responsible for paying an ETF if you terminate this PLG Agreement with thirty (30) day of our written notice to you of a material adverse change to this PLG Agreement or Other Service Agreement(s), as defined in Section 6 below, applicable to your PLG Service(s), or if you disconnect or downgrade any of the PLG Service(s) at any time during the PLG Term for one of the following reasons: (i) you upgrade your PLG Services to a new qualifying PLG Offer (as determined by Cox), (ii) you are a member of the United States Armed Services and have received military orders to relocate outside of the local Cox service area that supports this Agreement for a period of not less than 90 days, or (iii) you move to another location within the local Cox service area that supports this Agreement and you maintain the PLG Services at your new residence for the remainder of the PLG term. We apologize for the difficulty this matter has caused the customer. Customers on Price Lock Guarantee offers receive a highly discounted rate. To help offset the cost of providing this steep discount Cox enforces ETFs for customers who disconnect prior to fulfilling the terms of the agreement. We understand that life circumstances happen and therefore we are willing to credit ½ of the ETF charges applied to the account. A credit of $53.91 has been applied. The customer may satisfy the remainder of the outstanding balance by contacting us at ###-###-####. Thank you for your time and consideration. [redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On June 25, 2014, I was sent a bill for services in the amount of $157.66 to be paid by easypay on July 11, 2014. I made arrangements to ensure proper amount in account. On July 8, 2014 a debit amount of $190.08 was removed from my checking account and no authorization was given for this action. Then anothe debt of $157.66 was taken on July 11, 2014 which was scheduled, twice in one month, which through my budget in a turmoil. I called to get an explanation and was told that the $190.08 was an unauthorized withdrawal and was assured by a manager that I will be reimbursed within ten days. Well this never occured, I called and the debit amount was placed on a future bill, I was advised that I was getting my funds back to make necessary payments, this will affect my ability to make my payments. The billing department was rude and kept moving me through different departments only to get me to get fustrated and give up, I am not pleased with their service and the ability to take funds from account anytime they feel like getting payment.Desired Settlement: First I would like to get an explanation and appoligy on how this occurred and how I have been treated by their staff. Second, I would like to discontinue any service from Cox (after discussion) without any penalty for early termination.

Business

Response:

August 4, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the automatic debits. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Prior to transferring service the customer had an active account that was also on our [redacted] program. The balance on that account as of June 14, 2014 was $190.08 and was also scheduled to be automatically debited on the due date. Two days later the customer scheduled a transfer of service. When the new account became active the $190.08 was debited from the customers’ bank account as scheduled. Three days later the customer’s current balance on the new account was debited as scheduled. The account after these debits had a credit of $190.08. On July 14, the same day the customer’s next month printed, the customer spoke to an agent and informed the agent that she wanted to cancel [redacted] and get a refund of the credit balance. The agent filled out a form to have the money refunded but it had already been used to pay the current bill. Presently the customer has a credit balance of $8.58 which will be deducted from their future bill. Om May 29, 2013 the customer agreed to a 2-year price lock guarantee contract that expires on May 28, 2015. Should the customer choose to disconnect service they would be subject to the prorated early termination fee. On July 14 the customer’s bill printed and the credit balance was used to pay that bill. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. [redacted] Sr. Customer Relations SpecialistExecutive Resolutions/Office of the General Manager

Review: I recently moved into a Cox area and obtained Cox services in August 2014. I was told that the cheapest option would be the bundle service (TV, internet, and phone) even though I did not want all of the services. I was told by the first representative I spoke with that my price would be stable for one year. However, after 6 months, my bill skyrocketed. When I called a second representative to ask why the bill increased when I was told it was stable for a year, the person informed me that the first representative did not properly explain my plan. This second representative said that I could obtain a new bundle and my new, higher price would be stable until April 2016 if I cancelled a movie package by August 2015. When I called today to cancel the movie package, I was told that my bill would increase whether I kept the movie package or not! I believe that these representatives either misled or lied to me about my billing prices. I agree with another customer who said that Cox does not honor their agreements over the phone!

I am extremely disappointed with Cox's customer service. While speaking with Cox representatives, I have experienced the worst customer service from any company. I am seriously considering canceling all of my services soon. The problems have included customer service representatives either not understanding the bundle policies or deliberately lying/not providing me with accurate information, so I'd have to call in when my bill surprisingly increases in order for them to try to sell me a new package deal at a higher price. I am extremely frustrated and disappointed in Cox's customer service and the condescending and rude attitude of some of the representatives.Desired Settlement: I would like my bill to remain the same price after canceling the movie package until April 2016, since that is what the second representative told me. I would also like Cox to provide further training to all of their representatives on both their bundle services and also on customer service skills.

Business

Response:

July 10, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding the pricing for her services. It is never our intention to mislead any of our clients, so we regret that the subscriber feels that she was deliberately misled about our rates. We contacted the customer directly in an effort to assist and resolve her with her billing concerns. We always appreciate the opportunity to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

Review: Last summer, I visited a Cox retail store in Tempe so that I could open an account and obtain service at my new apartment. I was told by the employee that assisted me that there was a special promotion where I could obtain certain internet and television services for about $50 per month total. I knew that Cox routinely offered good rates for 6 months after which the rate would increase. I asked what the rate would increase to after six months. The employee told me that the rate was for 12 months and would not increase until after 12 months had elapsed. I was shocked at the great offer...so much so that I did not quite believe it. I repeatedly went over the offer to make sure I understood. I asked several times and in several ways what services and price I was receiving. He confirmed the original offer. I repeatedly asked in several different ways to make sure that the price was really for 12 months. I was repeatedly assured that this was the case. I left happy and under the impression that I was receiving what I was told I would.

Six months elapsed and my bill increased to about $72 per month. I wasn't necessarily outraged by the price, as I still saw it as a good deal, but I was outraged that I had either been lied to or that the employee given me false information which I then relied on. I called one of Cox's customer service lines. I explained my situation. The employee clearly had no idea to what to tell me other than he was sorry for what I had been told, but that it was incorrect and that there was nothing he could do. He repeatedly told me this in response to all of my protests and pleas. Eventually, I just resigned myself to the new price, thanked the employee, and ended the call.

About 6 months later, as my 12 month billing cycle drew to an end, I started receiving letters and email telling me that my promotional rate was ending and that I should visit a Cox retail store or call in order to see whether there were other promotions were being offered. I decided to visit the same Cox store as I did previously. My goal was to see whether I could get some sort of promotion to keep my monthly bill reasonably close to what it currently was or to reduce my service in order to reduce my bill from something unfavorable.

I asked a store employee about both options. After allegedly pulling up my account information, he seemed puzzled by my request to either find a promotional rate or reduce service. He said that my previous promotional rate from the previous summer had automatically renewed itself or been renewed within the last few days. I was very skeptical. He clarified that it was the $50 dollar figure. I asked several questions to confirm that he was telling me what I thought he was. He repeatedly confirmed it. I had not expected to get my bill anywhere near this great figure. He said that the figure was lower than he even had the ability to lower a customer's to in the store. He also told me that he did not quite understand what had happened and the promotion must be some automatic thing that Cox is trying out. He told me he had seen the same thing happen to another customer. I couldn't believe my luck.

I asked him how long this tremendous rate would last for me. He told me it would last six months and that there were no actions I had to take for it to take effect. I once again made sure to confirm everything I thought I understood as true. He confirmed it all. I thanked him and left.

Soon after, my next bill came, and instead of being about $50, it was about $112. I was stunned. I promptly called a Cox customer service line again to handle the situation. I explained my visit to the store and what I'd been repeatedly told. The customer service employee had no idea what I was talking about. She said she had no idea why I'd been told what I had been told. She said the $112 figure was a discounted figure and that the $50 and $72 figures were now unreachable and that there was nothing she could do to get me near either figure. She repeatedly apologized for what I'd been told. I informed her of the previous mishap and she apologized for that as well, but said that there was little she could do. I was receiving two transitional discounts to get my price at $112 and after six months it would go up to a figure near $140.

To make matters worse, she found no records or account notes that I had even visited the Cox store after my initial visit a year earlier. The employee I'd spoken to had left no trace of my visit or our conversation. The customer service employee suggested that I could file a complaint about the store. I did.

In one year, I have either been twice lied to face-to-face by Cox employees about my bill or the employees have been extraordinarily reckless in giving me incorrect information on which to rely. Twice, I have been promised repeatedly that I would be paying a certain price for a certain time. Both times the promises were broken and I forced to pay much more than promised.Desired Settlement: Ideally, I would like to be reimbursed for the price increase from second six months of the first year of service and the huge difference between the bill for my 13th month and the price I was promised. Additionally, I would like to have the promised price for the rest of the promised 6 months.

At the least, I would like this previous month to be lowered to the promised price and I want my service canceled so that I might contact a truthful provider.

Business

Response:

August 28, 2013

Review: I cancelled my services with Cox. 10 days later I was charged over $1,000 because I didn't return the cable boxes. The rep never told me I needed to return them since I still had high speed internet with them. I went into the store and returned them. The rep told me I would get credited back in 2 days. It's been a week and still nothing. I want my money back!!!!!!!!!!!!!!!!!!!!Desired Settlement: To issue a refund on my credit card immediately

Business

Response:

October 29, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the [redacted] regarding his refund concerns.

On September 5th 2014 the unreturned video equipment charges were assessed to the customer account. This balance was reflected on the customer’s September 16th billing statement.

Because the customer was enrolled in our EasyPay billing, this amount was withdrawn from his bank account on the scheduled due date of October 9th. The customer returned the video equipment on October 10th and the charges were reversed on October 10th. A refund check was generated on October 15th and printed then mailed to the billing address on October 17th.

We understand the difficulty this has caused our valued customer and took every reasonable step to ensure the customer received his money in a timely manner.

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I had purchased the service of having cable for the apartment I live in back in April ever since I have had it my cable has pixelated froze audio cut in and out or the cable box keeps shutting down and resetting itself it is now June going into July and I have had 16 techs out and each one tells me something different my neighbors are having same issues and this last tech that had come out to assess this problem had taken video snapshots and sent it to his boss but is trying to tell me that it is a cell tower that is in this area effecting the signal. This does not explain why it is just the back half of the apartment complex when the front half is not having this issue now all I want is them to fix this issue and it seems like nobody knows what the problem is all I ask is they do not charge me for this service of having cable when I can not watch a show at night with the problems that's been on going since day one. I would like there license to be taken from them if this issue is not solved by the first of July if not that the cancelation of my contract with no penalty charges and they pay for a satellite company to come in and pay the first months of my choosing .

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Cox services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we made contact with our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive EscalationsCox Communications

Review: I am having trouble with my internet service: internet not responding, website not responding, send/receive errors on e-mail, etc. I have asked Cox to send someone to my home to fix the problem and they absolutely refused. Instead, they give me a bunch of hoops to jump through and want me to diagnose the problem and chase parts all over the Valley.I am 78 years old and barely computer literate. I cannot parts-chase as they want and wouldn't know what to do with the new part even if I did get one.All I want is for them to send someone to fix or replace whatever is not working properly.Desired Settlement: I would like a technician to come to my home, fix what needs fixing or replace what needs replacing.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer has been negatively impacted by technical issues with Cox Internet services. We have reached out directly to the customer and scheduled a service call to address and resolve the issues. The customer will be contacted after the service call to ensure we have successfully resolved the issues. 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: March 23, I called cox communications to request an extension for my bill until April 1st. This was granted on the condition that I paid $150 which is approximately $60 more than my regular bill. I was asked if I wanted to set up a prepaid arrangement where cox would just take the $150 from my bank account and I declined. We had already decided my roommate Iva Giles would pay it. On April 1st Iva paid the $150. On April 12, I was horrified to see that they had taken another $150 from my bank account and had tried to charge another $150 to Iva's [redacted] card. April 12 I was told they would issue a refund to Iva's [redacted] card. Hasn't happened. Called them today, got the runaround again. Sent them all kinds of proof from my online account. I also reported it to the fraud department of my bank. Lisa the supervisor at cox said she will put forward a ticket but the "back office" that I can't talk to or get the number of might reject it. I was told they don't have the number for their corporate officers or the name of someone higher up I can talk to??? We are both disabled and live on very low fixed incomes. I haven't been able to pay my mortgage for April because of this and I was already a month behind. Now I'm two!!!Desired Settlement: My money back asap and some credit on my bill with them or I'm changing my internet and phone carrier.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding a recent payment to their account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause them any frustrations. Upon receipt of this complaint we did conduct a research of the account to gain a better understanding of our customer’s concerns. Review of the account found that while our Account Services Department were researching our options to refund the duplicate payment, that our customer opted to dispute the payment with their bank which resulted in the funds being returned to the bank directly. With this in mind, we are able to confirm that our customer has been refunded the amount of the second payment that was being disputed. Due to the frustration our customer experienced, we have also applied a one-time adjustment of $50.00 to the account. We are confident the issue at hand has now been addressed. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George Executive Resolutions Cox Communications

Review: After multiple calls, last one on February 9th 2015 to Cox Communications, I still have no resolution. This issue has been ongoing since November 2014. I had been experiencing outages with our phone and internet service, so they sent a tech out who ran a cable along our fence and tied it down with plastic ties. He said in two weeks at the most, they would come and bury the cable. Three months later and we still have this cable tied to our fence. The contractors that Cox uses, [redacted]) laid out cable through the inside of the house and did not do this correctly per one of the Cox supervisors, who also promised a two week resolution. The contractor from [redacted] drilled two holes on the roof and the outside siding, which I ended up having to repair myself due to leaking when it rained and no response to my complaint of this incident. Cox supervisor did not understand why the tech drilled the holes. We have been Cox customers since cable started and never had issues like this. During this last call to Cox, the rep advised a supervisor would call within two hours, neither Cox or [redacted] has returned my call regarding these issues or my complaints regarding damage to my roof and incomplete repairs to service. The rep I spoke to stated it is documented in my account each time I've called regarding these issues and no one will help.Desired Settlement: I would like Cox to send someone who know what needs to be done and finish the repairs, bury the cable and run the cables inside the house as promised.

Business

Response:

February 25, 2015

Review: I am a Cox customer for last 14 year using high speed internet with them. Since I was unhappy with the business and raising prices every few months, I was planning to cancel my connection with Cox on December 2013. The customer loyalty dept has given me 40% discount to retain them for 6 months. However I noticed that my price went up by 5 dollars again on January 14. I called billing dept and they transferred to customer loyalty department. Customer loyalty dept said, they will provide $5 discount for next 12 months. But I didn't see the credit on my bill. I called customer loyalty dept again yesterday 03/07/14. But they refused to provide the credit since I am already getting 40% discount and the rep was very rude with me.Desired Settlement: Please provide $5 credit as promised.

Business

Response:

April 1, 2014 Complaint ID# [redacted] We would like to thank the customer for contacting our company regarding his account billing. On March 13th, 2013 a discount of $5.00 off of the customer’s telephone service was applied to the account. This will reduce the customer’s telephone pricing until by $5 until February of 2015 as the discount was applied and backdated to when the customer wide rate increase impacted the customer’s monthly pricing. The customer’s Preferred speed internet is currently on a 40% discount that will last until May 12th of this year. We apologize for the difficulty the customer has experienced in his attempt to resolve this matter. We thank the customer and the Revdex.com for the opportunity to respond. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Review: I have a weak signal to my home for internet service and cable. I have lived in the house for 13 years. The cable was always checking and had a interrupted signal. I called several time for them to come and repair. They acknowledged that I had a weak signal so they had installed boosters over the years and they never worked so I eventually just dropped it and haven't had cable for 2-3 years. I recently had a issue with the cable service. It had gone down two out of the last three days before I had it shut off. They said they would send someone out to check it out. I told them I would not be there, they said that was fine. I requested that they check their cabling to my house and that was it. I would take care of things on my side, meaning from the box on the exterior of the house to my router. They said fine. I called after I got home to see what the results were and the technician said he canceled the appointment since no one was home. I proceeded to call customer service and try to get a resolve. They said that there policy is not to perform any work unless the customer is home. I gave them two choices to fix it with out me there or disconnect. So it is disconnected. I have had several people that work for cox verify that the signal is weak, including the day I canceled my internet. It appears to be worse in the summer months vs the winter. I had been previously told at one time that I was towards the end of the receiving line. What ever that means.Desired Settlement: I want the signal to my house to be strong enough that I do not have outages or slow performance in cable tv or internet. I believe this can only be done by upgrading there equipment/cable since im sure that it is very old and outlived its purpose.

Business

Response:

June 19, 2014

Review: I am being charged an early termination fee to my account after multiple customer service agents said this would not happen.

While under a 2 year service agreement with Cox at [redacted] W River RD #[redacted], Tucson AZ 85704, I purchased a new home outside of their service territory ([redacted] N [redacted] Dr, Tucson AZ 85743). When calling to cancel my service near the move date, I was assured multiple times that the $210 early termination fee would NOT be applied to my account since I no longer had the option to choose Cox as my provider. Today when I returned my equipment, the service agent at their store front informed me that the early termination fee is an outstanding charge on my account, and that I would have to call their 800 number in order to get it resolved. I called the number, and was placed on a series of holds, totaling over 30 minutes. Although the customer service agent was pleasant and trying her best to help, their system hung up on me and no one called back, even though they had just confirmed my cellular number. In addition, when she pulled up my account, there were no notes regarding the early termination fee, even though previous customer service reps had confirmed MULTIPLE times that it was noted. Frustrated with the phone system, I tried their online chat. The attendant took an incredibly long time to answer my question, and then told me to call the main line, and immediately disconnected. I am now left with calling the customer service line again, to waste more of my time on an issue that was supposedly already taken care of. I understand that Cox is a large company and incredibly busy, but is seems ridiculous that I would have to jump through so many hoops when I took the preemptive measures of validating the course of action for my account prior to the disconnection.Desired Settlement: I would just like my account to be credited the $210 early termination fee along with the $5.95 in taxes that were added, as they previously promised.

Business

Response:

March 25, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the early termination fee. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

I researched the customer’s account thoroughly and found that on December 4, 2013 the customer agreed to a 24 month price lock guarantee which carried an early termination fee (“ETF”). The customer did speak with several agents all of whom noted the account that the ETF would not we waived. There is no account documentation that the ETF would be waived. I do apologize for any misinformation she may have received.

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.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager