Cox Communications, Inc.

Review: every time I try to pay my bill through their automated system they sent me to a representative and charge me 10.00 dollars

every time I try to pay my bill through their automated system they sent me to a representative and charge me 10.00 dollars my account number is [redacted]. They also give me 3 different amounts. Paper bill says 127.00, online says 119.00 and over the phone it is 99.99Desired Settlement: I dont want to be charged 10.00 every time I try to pay my bill

Business

Response:

March 18, 2014 Revdex.com Complaint - Case #[redacted] We would like to thank the customer for taking the time to file her concerns regarding the making payments through our automated system. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. On February 18, 2014 and March 3 the customer called stating that they were having a problem making a payment through the automated system. In each case the agent took payment over the phone and waived the payment processing fee. During the March 3 call the agent attempted to walk the customer through the automated payment process but the customer declined. There are several additional ways for customers to pay their bills. Online through [redacted], at a Solutions store, Automatic debits through [redacted] and at payment kiosks at [redacted]. If a customer chooses to make a payment on the phone through an agent there is a payment processing fee of $10.00. Account balances may differ for a number of reasons. A customer might add, drop or change a service during an active billing cycle or the automatic update process through our billing system has not yet caught up to the latest balance. 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 Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: Online it cox.net states my service includes unlimited local calling. When I called to question a $15.00 charge on my phone bill the representative stated I had a 18 mile radius to make phone calls. I told her I was reading directly of their website and she explained that it is only 18 miles not unlimited as stated. I am questioning their false advertising practice and the fact that it took me 45 minutes for someone to explain a $15.00 charge on my bill. My bill also does not state the breakdown of charges including telephone numbers and time frame.Desired Settlement: I would like Cox Communications to change their website to clarify that unlimited is actually only 18 miles and to add a breakdown of charges to their bill which would include numbers called( and addresses if it is an 18 mile radius) and time spent on the call.

Business

Response:

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.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

Consumer

Response:

I spoke to Jesse on 1/12/2016. There does not seem to be a solution on Cox's part. Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes. He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect. So I do not know who is correct since I can not verify anything online. It seems Cox is presenting themselves falsely. I am including the screenshot of my account services. It states my name at the top, because I logged in with my cox email and password. My phone services are at the bottom of the page. Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.

Business

Response:

Revdex.com Case # [redacted]We regret to hear our previous interaction did not sufficiently address our customer's concerns. Please know we are currently working with our IT Department regarding the information displayed on our customer's online profile. We will provide an update to our customer directly once it has been addressed internally.Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I was billed $50 for TV install when I was informed that they would waive this charge for me. I then chatted with a Cox agent online, who stated they would notate the account for me. To date, I have not been credited the $50.Desired Settlement: I would like Cox to credit my account $50 for the TV install.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet service and account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receiving this complaint we were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have now been resolved. 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

Consumer

Response:

Cox did call me and they agreed to provide me with a $50 credit for the installation charge. As of today 1/22/16, that credit has not been applied to my account. I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service. Very unsatisfied with Cox customer service and follow up.

Business

Response:

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer. Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved. 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: When I had cable installed, Cox wanted me to do a two-year contract. I said no and called after I received my first bill to ensure I wasn't on a contract. I was told I wasn't but they couldn't send anything to confirm. I just didn't need to worry...I wasn't on a contract.

I called today to find out why my bill went up $20 and was told that the two-year contract I was on had an increase after 12 months. I told them I had asked not be on a contract and was told a year ago that I wasn't, but was told it didn't make any difference. I was on a contract and that was that. I said I would cancel but was told there would be an early termination fee and was put on hold with a 12 minute wait time. If it wasn't so ridiculous, it would be funny.Desired Settlement: I am not happy about being lied to nor the response I got when I mentioned this. A call from someone who cares would go a long way.

Business

Response:

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their account. 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 Tell us why here...

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.]

Cox did call me, but nothing was really done to make up for the fact that they lied and put me on a two-year contract. The end result of the call was that I was lucky to be on a two-year contract as my charges are less because of it. And they offered to take me off the two-year contract but my charges would be another $40 per month. They did offer to waive an early termination fee if I moved and canceled the cable service. I guess there isn't much they can do to make up for lying.

Regards,

Review: Cox account number [redacted]. Very simple complaint against cox. Signed up for expanded cox communication service back in November of 2013. Promised in person at the Cox Chandler store that I would have a rate of $115 for my service for 6 months. I have yet to have a single bill be the same. Called numerous times with blunt refusal by phone reps to escalate my case to speak with a supervisor. Furthermore, falsely have charges on movies I never purchased on my bill. Rather than listen, they accuse me of being dishonest. Very threatening phone staff with dishonest in-person staff.Desired Settlement: Adjust my bill to the promised amount of $115 per month.

Business

Response:

March 13, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his account billing concerns. We are sorry to hear that the customer believes they were quoted an inaccurate pricing for their monthly services.

We’ve reviewed the customer’s account billing and found the following: The customer signed up for services on November 8th 2013 with video, telephone, and internet service at a price point of $111.76 before taxes. After all taxes and applicable fees the customer’s monthly rate at that time was $121.70.

On November 10th, the date of service installation, the original sales work order was modified. The standard DVR included in the original price quote was swapped for our advanced Contour DVR which is approximately $10 a month more before taxes. This increased the customer’s monthly pricing to $132.20 a month including then taxes and fees.

We are sorry the customer believes they were quoted incorrectly. Price quotes are given prior to taxes and any applicable fees. The customer is currently receiving several promotions from the normal rate card pricing and there are no available discounts for the customer’s account. We do encourage the customer to contact our Customer Loyalty team at ###-###-#### to review ways to lower the bill.

Thank you for your time and consideration.

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.

Cox has a tendency to add services when not requested. I never requested a Contour DVR nor was I aware of such an "upgrade". All I ever wanted was a regular DVR. I expect full refund for the last few months of this charge. Again, I had no idea I had anything in addition to a standard DVR box. Over the years, cox tends to throw charges at customers without them knowing. They get away with this as they are a monopoly. I pleaded with them to remove a fasle movie charge in December of 2013, but they just accused me of lieing to them on that regard. They border on the line of harrassment over the phone, and are unwilling to let people speak with their supervisors. I would appreciate a quick resolution as I simply want to have my basic cable needs met.

Regards,

Business

Response:

We are sorry to hear that the customer does not feel as though their concerns have been addressed. As outlined in our previous response, the customer’s pricing was quoted prior to taxes and fees and equipment charges.

The customer is receiving the maximum discounts available to his account and we apologize that we are unable to meet the $115 price point including all fees, taxes, and equipment charges. In a show of our commitment to being the most trusted provider we have credited the customer’s past due balance of $58.41. We encourage the customer to contact our Customer Loyalty department to find ways to reduce his current services to be more in-line with his preferred pricing.

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Review: My HOA ended contract with cox communications. cox communications sent out notices and had flyers to neighborhood offering all inclusive Package , Phone, Internet (150 MB per second) Contour TV Including 3 Movie channels Price Guarantee for 3 years, 2 year contract $129.99. I contacted Cox and spoke to Rep (All conversations are recorded) Offered same deal at $94.00 all taxes and fees included for 3 TV's all on 1 bill) Rep came to my house and contract with cox was signed. This was for an independent account and not on the HOA account which was cancelled. Cancelled [redacted] and had cox installed on 10/25. First Months seemed High, called cox and they confirmed $94.00 price , this was a contract for myself and no dated to HOA and said bill was for full month and partial Month. Next month, charges on 2 bills Totaling 179.00/ month. Called cox, they put me with retention manager who stated cox will no longer honor the price that was agreed to and the new price is $179.00 a month. Claimed they sent letters to all in neighborhood, I never received on and no one else in neighborhood received one. She also acknowledged the deal amount I had agreed to but refuses to honor. She Did Pro-rate of Bill to Match $94.00 that was agreed, but refuses to honor contract going forward. I have all documentation and recordings of all calls. Others on my HOA had same issues with cox not honoring their agreement. I have multiple Recordings (Reps were aware conversation was recorded) Reviewing each item agreed to and all pricing and terms.

They refuse to honor their contract and would not give the reason why. Offered to waive termination fee, but I want this service at this price as promised and agreed to.Desired Settlement: I want cox to meet the terms that they agreed to of $94.00/ month for 3 years.

I was off contract when I left [redacted], and had discounts c arranged with them. I do not want to switch back and also pay higher costs. Plus if roles were reversed, They would charge me if I role their agreement.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his monthly rate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the concerns our customer submitted about his account billing, we have researched his account to gain a better understanding of the issues at hand. When speaking to Mr. [redacted], we explained to him the monthly rate he was originally quoted in the amount of $94.00 was a mistake. We apologized for any inconvenience and let our customer know that due to this mistake we will be happy to release him from his contract agreement with no penalty. Due to the inconvenience that was caused, we did provide a credit to the Cox account which cleared the remaining balance owed for his November 29th billing statement. We also explained that should he opt to keep his existing services it would be at the correct monthly rate of roughly $167.82 per month. Mr. [redacted] let us know that he will need to weigh his options on whether or not he will remain a Cox customer. We let the customer know whichever option he does decide, he is welcome to contact us and we will assist him further. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank you. [redacted]Executive ResolutionsCox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[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.

Business

Response:

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. We are sorry to hear our first interaction with Mr. [redacted] was not to his satisfaction. Regarding his concerns with his Cox account, we did speak with our customer again on 12/22/14 to address this. We explained to Mr. [redacted] that while we absolutely understand his frustration, we will not be able to provide the level of services he is currently receiving for $94.00 per month. We reiterated to our customer that if at any point he would like to exit his contract as a result of the initial mistake made regarding his monthly rate, we will allow him to do so with no penalty. However, we again explained that should he opt to continue service with Cox Communications at his current level of service, it would be at a monthly rate of roughly $167.82.It is our genuine desire to continue a positive relationship with Mr. [redacted] and we truly appreciate his patience and understanding throughout this situation. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank you. [redacted]Executive ResolutionsCox Communications

Review: On 9/12/2015 my email stopped working. I could no longer send emails and the error message implied that the SMTP server as not responding.This was the error: Task '[email protected] - Sending' reported error (0x800CCC60) : 'Your outgoing (SMTP) e-mail server has reported an internal error. If you continue to receive this message, contact your server administrator or Internet service provider (ISP). The server responded: ?on't &show this dialog box during Send/Receive'.

I called COX and got the automated system which was pretty much useless in this case and only gave me the "correct" SMPT and POP address. I've changed those addresses and still could not send an email. I called again and waited to get a person on the phone. The lady went through the account settings and made me change several settings including the port numbers. I asked her when COX had made all those changes and not notified the users, but she said the changes were not all necessary. Either way, Outlook was successful logging on but timed out on the server. She said the problem was with Outlook (??) and transferred me to another technician who made me repeat my name, address, phone number and the problem I was having. Because COX webmail was working, they simply dismissed the case as an Outlook problem and wanted to transfer me to the sales department so they could sell me some technical service to fix my Outlook. I tried using the WEBMAIL but the search function does not find the email I was trying to forward even though I see it in Outlook. Also, it does not go far back. The email I wanted to forward is from 2013. So, I have the email, can't access it through webmail, can't get support for the Outlook. That's not the 1st time I get bad service from COX.Desired Settlement: I want COX to fix the Outlook email problem as nothing was changed on my computer but apparently a lot was changed at the COX server side

Review: I live in [redacted] and own two condos in [redacted] which I rent. I have had Cox services since 1999 on my condos. Do not have a bad word to say about the company until now. On or about October 10, 2014, a Cox representative by the name of [redacted] called me unsolicited. He offered to lower my cable bill while upgrading my services. He said I would save approximately $50 a month and get better service. I told it was my lucky day. Boy was I wrong! The bill due November 6, 2014 and December 7 were for the agreed amount. However, the bill due January 6, 2015 was $80 dollars higher than the agreed to amount. I called Cox and talked to a [redacted] who told me, after about an hour on the phone, there was nothing I could about the charges because I had locked in pricing. This is another thing Mr. [redacted] failed to mention in our conversation. I would incur a $300 cancellation fee and I would be charged $250 a month for their service if I opted to cancel the services. The back of my bill has a sideways triangles which indicate those services that may and may not be cancelled without incurring an early termination fee. The services I would like to cancel are denoted as those which may be cancelled without early termination fees. She said that because I had the locked in pricing this clause was not valid. Another thing Mr. [redacted] failed to mention. And nowhere on the monthly bill is that explained.Desired Settlement: A cable bill of $129.00 + taxes & fees per month for both condos as agreed to for the three year term of the agreement for all the services listed on the bill due January 6, 2015.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.When speaking with our customer on 1/08/15, we were able to determine that both of his Cox accounts had already been corrected to show the correct monthly rate for what was originally ordered. We explained this to Mr. [redacted] to ensure he was advised of his correct monthly rate. Additionally, as a result of this inconvenience we did adjust his most recent bill for both of his accounts to reflect the correct monthly rate for the promotion that was ordered. Once Mr. [redacted] was advised his account had been corrected he no longer wished to disconnect any of his Cox services. It is our genuine desire to continue a positive relationship with Mr. [redacted] and we sincerely hope that as a result of this resolution that he will continue to be a customer of ours 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 6[redacted]Thank you. [redacted]Executive ResolutionsCox Communications

Consumer

Response:

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

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

Regards,

Review: I closed my account with Cox in July. Was told I had a $192.13 in credit and a check would be mailed out within 14 days. I then had a charge to my bank account of $304.53 on August 23rd. When I called they could not give me any reason why they had pulled this amount from my account but stated that they did in fact owed me $192.13. I have called multiple times and on October 31st was told they mailed a check on September 14th. I have not recieved any checks from Cox. I let them know and they stated that they would submit a form to find out if the check had been cashed and they would follow up within 48 hours. I called again on November 11th as I still had not heard a response. No investigation of the funds had been completed. A new form was submitted. I called to follow up today and no follow up has been done for this missing check. I don't believe they mailed it nor do they care to investigate.Desired Settlement: While I would like to have my funds refunded back to me I don't believe they are able to competently mail a check. I would like the funds ACH back to my account.

Business

Response:

November 28, 2014 [redacted] complaint # [redacted]—Jennifer Uranga

We were sorry to hear of the confusion that the former customer experienced regarding her account billing. Due to the complaint filed with the [redacted], we investigated the refund concerns that the customer brought to the attention of your office.

Our records confirm that the refund check was not processed and mailed to the subscriber; but it was applied to a former account with an outstanding balance owed. We contacted the client at the daytime phone number listed on her [redacted] complaint, and left a detailed message regarding the matter. We invited the subscriber to contact us directly to discuss.

We hope this information has been helpful to the [redacted]. Thank you.

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

Review: In mid July 2013 I called Cox Communications. I had service with them for several months and was preparing to move. I had recieved a note on my door from [redacted] from Cox Communications that asked me to call him. I told him I would be moving soon. He told me that I have would have no activation or installation charge as long as I set up the modem in my new apartment myself. He told me that I would get the same "Special" that I had been recieving for the first six months at my new apartment. The rate I had been recieving was $27.63 a month or $19.99 a month for high speed internet plus the modem fee and tax. My first bill at my new place was $118.29. I called Cox customer service, and they said they could not give me the rate I had been told. I called [redacted] number (###-###-####) on August 24th, August 28th, and August 29th and left messages each time regarding what the call was about and my phone number. I have not heard from him. I did call Cox customer service on August 24th and theyt took off the install charge. I called again on August 29th and was told that the best rate they could give me was $44.62 a month for 12 months with a lower internet speed. This is not a bad rate, but it is not what I was told. Can I believe that they will actually give me this rate and not change it on me? I made a decision about whether I could afford this service and how to budget based on what I was told. I don't appreciate being lied to!Desired Settlement: I want the quote I was given of $27.63 a month for the first six months at my new apartment with free installation. I want them to be accountable for what they say and apolagize.

Business

Response:

Complaint ID # [redacted]

We would like to thank the customer for contacting Cox communication via the Revdex.com regarding her account billing concerns. It is always our goal to provide the exemplary services and customer care that our customers expect and deserve. We apologize for the difficulty and confusion the customer has experienced.

At the customer’s previous residence they received a reduced monthly promotional rate of $19.99 for Preferred speed internet (normally $55.99) for six months. This particular discount cannot be added consecutively to an existing customer’s account. We apologize that the customer was informed otherwise. Our Customer Loyalty team did apply a discount that the customer’s account was eligible for and am sorry to hear that the customer is still unsatisfied.

We will take necessary corrective action for that representative’s misinformation and failure to follow-up. A separate communication will be made to the customer once the final investigation is made into this matter.

We thank the customer and the Revdex.com for the opportunity to respond.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, [redacted]

Review: When I originally signed up with Cox communication I knew I had the chance of moving out of a Cox area. The sales representative told me if I moved out of the area and cox was unable to provide service it would void my contract with my security system. This was in April of 2013. Starting in April of 2014 I contacted Cox and was told I have to pay a fee to for early termination because that information was not correct. They did let me know that if I found someone to take over my contact and service there would not be any fees and I wouldn’t have to pay the termination fees. I played their game and my mom was willing to take over my security contact. I contacted cox in June 2014 and spoke to [redacted] (I believe that was his name). We worked for over a week roughly June 16 to June 27 to switch it from my house to my mothers. He told me there be no fees to transfer the system to her house and we add her name to bill so she could pay it. We schedule the installation on June 27th. When the installation guy came to my mother house they told her it would be 300 dollars to have them install the security equipment. I tried calling [redacted] when the installer was at her house and left multiple messages unable to reach him. The installation guy even attempted to call him. The guy was unable to wait but left his card and said to call back once we got contact with [redacted] and straighten it all out. He said he would then come back out to install the equipment. Over two weeks went by with multiple messages left and I was unable to reach him. On Sunday July 13 I saw early termination fees on my account bill. I contacted cox saying I never terminated the service with them. They guy was unable to help and submitted a resolution form to have someone call me back in 24 to 48 hours. He couldn’t provide me any information. I never received a call from anyone. On July 15 I called back and spoke with a representative he told me [redacted] had canceled the service and also is no longer an employee at Cox. He also submitted a resolution form and I have yet to have someone call me back in the 24 to 48 hour time fame. As a customer it sounds like [redacted] has lied about what he could provide to me as a customer and when he couldn’t make do he took the easy way out and cancelled my service the knowing he was going to no long be employed and wouldn’t have to deal with it. Also believe that is why he never returned my phone call as he could not make good on what he told me would happen. I have had the worst time getting a straight answer from anyone at Cox. It seems like everyone lies and every time I call in I can get a different story about what will take place or what happened. All of the Cox security employee are out to just make a quick sale and will lie to get the customer into the product. They will say anything to get you to sign up.Desired Settlement: I would like cox to reverse all charge in regards to the early termination fee since Cox as a company (A cox employee) cancelled the service not me as the customer. I have never once said to any one at Cox please terminate my services with your company. The only thing that was said to an employee was to hold off on the installation so we can straighten out the charges before having it installed. Which we were never able to do as [redacted] never would return any of my messages and when ahead on his own to cancel the service.

Business

Response:

We want to thank our customer for taking time from her busy day to let us know about her concerns regarding the early termination fee associated with her contract. It is always our goal at Cox Communications to provide our customers with exemplary customer service. Unfortunately, it does not appear that we were successful in this effort in meeting her expectations. We would like to apologize for the inconvenience that this issue has caused her. Upon receipt of the complaint, her account was completely researched. Our records indicate that our customer accepted the home security contract and the ETF (early termination fee) information was part of the contract. Our records further indicate that the early termination fee was credited on the customer’s former account as of today. We apologize for the poor customer experience that our customer encountered. If our customer has any additional questions or concerns, she can contact our Customer Care Team at ###-###-####Call: ###-###-####. Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Review: I have a defective cable box that takes 45 minutes to reboot. I called customer service, first agent could not answer my questions and could not resole the problem( her speech pattern was so bad that I had a hard time understanding her!)

During our telephone conversation there were long moments of silence, she was obviously lost and untrained! A service call was scheduled.

A few hours later, I received a call from a cox communications, [redacted] from near [redacted] ,( as she referred to herself) .She told me the signal to my cable box was strong and I did not need a service call. I told her that was not the nature of the problem, she then proceeded to tell me that if I wanted a service person to come an check the unit I might be charged a service call fee!!!!She the told me the service person will not have a replacement box with him so.........

It is a well know fact that Cox communications subcontracts their service call to third party repair companies, thus the charge!

Scare techniques and scam are words that come to mind! I do not respond well to implied threats of a charge! it is a company policy it should be changed and if the supervisor [redacted] acted on her own she should be fired!

Clearly my cable box does not work properly( 45 minutes to reboot????)

The customer service at Cox Communications is awful, rude and ineffective!Desired Settlement: I want to hear from a trained ,experienced SENIOR MANAGER.I want my cable box to be exchanged free of charge.

Business

Response:

July 11, 2014

Review: We have used COX faithfully for almost 20 years. This is the third year in a row that COX has had problems providing the service we pay for over 3 months at a time each time. In the past two years the problems were definitely COX issues. COX ended up giving us a refund and a couple of our neighbors. This year the COX representative I spoke to has blamed the problems on a variety of things - all of which have we have supposedly had fixed. There appears to be a lack of communication in COX because we are still having intermittent problems and so are several neighbors who use COX. The last person I spoke to said COX was still working on fixing lines in the area. I have left messages for the customer service "loyalty" person only to not even get the courtesy of a return phone call. The manager I have been dealing with has gotten frustrated and been rude to me saying all problems are fixed. Yet other COX employees have stated they are still working in the area. I know of at least 3 other neighbors having problems still and one or two more "snowbirds" who use COX and had problems the previous years who would probably be having them now also if they were here. We have yet to receive any kind of refund from COX for the lack of service; spent a great deal of time on the phone trying to resolve the problem; and had service people out. COX has some of the longest wait times of any company I have dealt with when calling customer service. Some of the people you reach are helpful - others not. We had a tech here Sunday who was very good and explained what could be causing some problems still. I strongly feel COX needs better inter-company communication; overall customer service; and should refund all customers impacted by their failure to provide the services we (and others) have been paying for yet failed to receive.Desired Settlement: I expect at least 3 months of full Cable TV, Internet, and phone service refunded at this time and more until the line problems are resolved. I will continue to communicate with neighbors to make sure we are not the only ones having this problem.

Business

Response:

October 8, 2014

We are sorry to hear that the customer is still unhappy with the service with our company. It is never our intention to cause problems for any of our customers. Our office, as well as our Field Team, has been working with this customer since March of this year in an effort to address the service issues that she has brought to our attention.

Our Field Team has advised that we will need access to the inside of her home to further address the intermittent service issues that the customer has brought to the attention of your office. We will again make contact with the customer in an effort to rectify the situation at hand. Thank you.

[redacted]/Cox Communications Executive Offices

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Cox HAS received access to the inside of the home several weeks ago. At that point they checked everything, replaced one cord (which had to be wiggled to cause a problem) and said the inside of the house looked fine. I was told they are still working on lines outside between our house and 99th. Since then I and several neighbors are still experiencing problems particularly during busy times of the evening (such as 4-10). I expect to receive a full refund for services until this is resolved. Cox has not told me they need access to the home again. I will call them again regarding this and hopefully be treated more respectfully.

Regards,

Business

Response:

Revdex.com rebuttal complaint # [redacted]

This correspondence is in reply to the rebuttal response submitted by the customer to the Revdex.com.

We attempted to reach this customer today, but we were only able to leave a message.

As we stated in our response to your company this morning, our office, as well as our Field and Network Team, has been working with this customer since March of this year to address the service issues that have been brought to your attention.

The customer states that she is experiencing intermittent tiling and freezing on her video service and is requesting further credit. The customer will be advised when we receive the results from our Network Operations monitoring, and we will continue to work with our Field and Maintenance Team on the clients concerns. The customer will be fairly credited once we have more information. Our records confirm that the customer was appropriately credited for the previous service issues that she experienced earlier this year.

We know that as a service oriented company, it is always in our best interest to ensure that our customers are receiving the service that they expect, and deserve. We hope that the Revdex.com will recognize the effort and diligence that our company is committed to on the clients concerns. Thank you.

[redacted]/Cox Communications Executive Offices

Review: My neighbor (at [redacted]) had a new cable line run by Cox from the street to her house. The street connection is on her property. When Cox came to bury the line, Cox went sideways to my yard then dug a trench for 40 feet through my yard, 32 feet beyond the public easement before going back to her yard to connect to her house. Also, Cox used my water faucet to clean up which created a lot of mud where they dug and left my faucet dripping which contributed towards more mud. Currently my side yard has a lot of mud with the rock landscaping damaged. Cox never contacted me about digging through my yard nor asked permission to use my water.

I attempted to resolve this through Cox online chat support and calling the Cox phone number. Online chat told me to call Cox technical support. Technical support forwarded me to billing. Billing forwarded me to technical support. Technical support put me on endless hold. Evidently there isn't a claims department with Cox Communication. I only seek resolution in this complaint concerning the damaged landscaping. I will address the Civil Trespass issue in another forum.Desired Settlement: I would like Cox to give me $20 cash or a $20 Lowe's gift card so I can purchase additional rock to restore my landscaping. I am not a Cox customer so a billing refund isn't applicable. I also seek a written apology from Cox Comunications.

Business

Response:

September 26, 2014

Complaint ID# [redacted]

We would like to thank Mr. [redacted] for bringing his concerns to our attention. We have discussed his concerns and will work with him to reach a satisfactory resolution.

We apologize for the inconvenience this matter has caused him.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I reject Cox's response for the following reasons:

1. The response is vague. It says Cox will work with me for resolution but doesn't address how Cox will work with me for a resolution. Who from Cox will work with me for a resolution?

2. I'm working with the contractor for Cox ([redacted]) who did the improper digging on my property and am reaching reolution with them. But it's of no thanks to Cox who seems void of any sort of communication and seems to be AWOL with being responsible. Cox needs to step up and take some responsibility for the mess created on my property.

3. Although I'm not a Cox customer, I have lost the ability to easily become a Cox Customer because the Cox cable to my house was removed and redirected across my property to the neighbor's house. If I ever choose to become a Cox customer, I must have my yard dug up again to put the line back in that was removed with the fiasco around 9/22/2014.

4???. I do keep open the possibility of filing a Civil Trespass suit against Cox for digging across my property without permission and without public easement.

I'm not happy with my side yard being dug up without my permission and without public easement. My suggestion to Cox is to make a specific recommendation to me about how to resolve the issue. Please don't be vague as in your initial response. You haven't resolved anything.

Regards,

[redacted]

Review: We recently moved to AZ. We set up new phone and internet service with [redacted] Communications. We purchased a wireless router/modem for $140.13 and have already been charged for this. Installation was scheduled on Sat. June 29th between 8-10 am. They never showed up. They never called us or anything. Called customer service was advised there was an error on their part on how our order was entered into their system. They also advised there was an "issue" with the 3rd party verification, but they could not explain what the issue was or how to resolve it. They advised our order was mixed up with someone else's. Afer my husband pushed for resolution and they advised that we would receive $20 credit towards our monthly bill. Rescheduled to install on Monday July 01 between 8-10 am. No show again. Spent hours on the phone trying to discuss with customer service. Again advised it was an error on their part, but that it was "just the way it is" that the soonest they can come to install would be Wed. between 8-10 am. [redacted] was unwilling to correct their errors or send a tech out to install service before their schedule allowed. We have paid for everything; however they have failed to complete installation and we have not received the service.Desired Settlement: 1. Serivce to be installed.

2. Explaination of the "error" on their part along with confirmation that our private information was not disclosed or released to another party.

3. A credit for a minimum, or more, of one months billing for failure to install the service and provide the equipment that we had already been billed for.

4. A sincere apology for the terrible way we have been treated and how the situation was handled.

Business

Response:

July 11, 2013

Review: I have had several issues with [redacted] starting back in 201o when I lived in surprise Arizona. when I initially signed up it was a 1 year contract. after a couple months there was always an issue with the internet services, either getting logged on or the paid for speed just not being available. call after call was made and [redacted] when say they could come out but their would be a $75.00 charge. who tells a customer that they charge you to come out so we didnt have them come out, as we felt that this was more of a threat or leverage. finally we had them come out and the technician admitted the problem was with [redacted] as the node or nodes were insufficient as [redacted] had signed up triple the people for the hardware they had in place in the area and it would be a few more months before they corrected it. so [redacted] had been charging hundreds if not thousands of households for premium services and speeds they knew they were not or could not provide. this would come to a head obviously when the overload would cause an outage. we moved from surprise to el mirage and was going to cancel services when one of their reps talking to us on the phone says due to those issues they would gives us a better rate and as my job has transferred me several times since 2008, the agreement was for 12 months term. as I continued to have issues and call [redacted] the agreement went from 12 months to 18 months to 24 months. each time I called re this the customer service reps would refuse to put a supervisor on the phone or said someone would call back and address the issue which no one did.Desired Settlement: a formal apology from [redacted] and some sort of credit or restitution for the fact that dozens of calls have been made re issues where their company representatives had lied or tried to mask their deceptive practices regarding signing people up over the phone and inputting termed contracts for longer than what was stated. if I had canceled then they would've pushed through an early termination fee that then turns into a legal nightmare for the consumer. since the company has no integrity at any level then they could at lease follow the telephone companies and have customers actually sign agreement as their practices as they stand at not only shady they are outright deceptive

Business

Response:

July 8, 2013

Review: I signed up for Cox internet and cable TV. The Third party contractor(person on the phone) messed up the order and the install. The phone sales person stated that all the TV in the house would have free install for the one time fee of $100, he then stated that I was be getting 50 meg internet. When the tech came to our house he told us that the first three TV's were free and that the other four would be $25 per TV. The Tech then told us that we had signed up for the 15 meg internet. I called and spent two hours on the phone getting this corrected. As a result we ended up with a $40 higher monthly bill then quoted and three rooms out our home without cable.

A week later I called Cox and asked by the cable speed was in the high 20's when I am paying for 50 meg's, they reset the system and check for firmware updates. The system is still only providing half the speed as advertised and stated in the contract. I spent nearly an hour and a half on the phone and was transferred five times.

Two weeks later I called again and asked about the speed and spent another hour on the phone trying to get it fixed.

I called today (3/16/2016) to cancel the service since they were not providing the speed in the contract. I was told that we were just past the 30 window and that I would have to pay $240 to cancel the contract. During my initial call to Cox to setup the account I was told that at most it would be $120 and if the service was not as good as promised they would make it right.Desired Settlement: I would like my money back and the $240 contract fee waived.

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. Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/16 to order services. Our review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their order. Additionally, we found that our Sales Representative did disclose the $100.00 installation fee and advised the customer that our technician would activate the outlets during the installation. We do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installation. We would like to assure our customer this feedback will be addressed. Regarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/16. However, we found that between the installation and disconnection dates (2/11/16 to 3/17/16) there was only one call made to our Customer Care Center on 2/22/16 to discuss an issue with speed. While we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of service. At this point, the final balance of $245.70 is valid and will need to be paid. 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 S. Executive Resolutions Cox Communications

Review: Cox advertised and confirmed $400 visa gift card as part of "Black Friday" only promo. Switched services based on this information, with gift card to be sent after 30 days of continuous service. After two months of service, we called to inquire about the status of the gift card. We were advised it would be mailed to us via USPS within the week. After 2+ weeks we called again and were told that they could not locate the appropriate "code" for this Black Friday rebate and we may be eligible for $200 upon further approval. This is not satisfactory to us as we would never have switched without this promotion.Desired Settlement: We do have saved text from chats with cox representatives confirming the aforementioned promotion, which we can provide if needed.

We would like the $400 visa card that was promised on their website and confirmed via chat by their reps.

Business

Response:

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

Review: I transferred my service from my old address and put in a request on 2/05/2015 to have my phone service cancelled since I was receiving nothing but solicitation calls and I never used my home phone. Upon having my service installed at my new address in Laveen, no phone service was connected per my instructions and I thought everything was fine. Also when I transferred my service I was told the move would be free and for my home security I was advised to ensure that all the equipment including sensors were there so I would not be charged for the installation which I did. Not only did cox charge me for the installation of my security which was supposed to be free, I have also been billed for the last three billing cycles for full months of phone service I requested to disconnect and that is not active in my current home. I have called cox about this issue several times and I have been given the runaround and told that someone in management will call me back but as of yet nothing has been done and I have a new bill that is charging me for the third time, for services I do not have that I have asked to be removed and for me to get my money back but no one will help me. I do not want to pay for something I do not have and I think that these billing practices are deceptive and shady. I even tried getting a manager to give me the number to the corporate office so I could formally file a complaint and they refused telling me that they would cancel the phone service that is still showing active on my account and that was two weeks ago. I need help.Desired Settlement: I want my bill adjusted since 2/5/15 when I cancelled the phone service. I want my money back for March and I want it taken off my april bill. I also want the installation charges for the security removed as I was told when I put in the request to move service and when the technician was installing it that I would not be charged.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. After a detailed conversation with the customer, we have satisfactorily addressed all of her concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. We appreciate the opportunity that the [redacted] has given to us to assist our customer. [redacted].Executive OfficesCox Communications

Review: A year ago I contacted Cox and was directed to the customer retention department because I wanted to cancel our cable service. The women in retention offered us a loyalty discount to stay that would drop some unused services and the price on our bill. This year we were having service issues during the Super Bowl and couldn't get a signal and then found out everything on our DVR for a week was corrupted and we'd need to turn in our box for a new box. We decided that we would just cancel the service since we already lost everything we had saved. We went in to turn our box in and they said that last year I signed up for a 2 year contract. I tried to dispute this in store that I had never verbally or in writing agreed to a contract. They said well you paid your bill so that counts as agreeing. We have automated bill payment and don't see a bill. They should have to issue you an agreement to review and acknowledge. I've seen in other forums that Cox representatives have stated that acknowledgement forms were emailed and had to be signed in 7 days. I did not receive such a document. That is ridiculous to be locked into a contract that was never informed of or agreed to. I have tried to resolve this in store and on the phone to no satisfaction. They have no tapes of me agreeing to a contract or that I was informed of one. Their business practices are not acceptable and I feel they need to be investigated. They should absolutely have to make it clear that you are agreeing to a contract, not just receiving a discount.Desired Settlement: I want my cable tv service cancelled and not have to pay the early termination fee.

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 her attempts to remove the early termination fees that were charged as a result of cancelling her services and ultimately canceling her contract. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]