Cox Communications, Inc.

I received an email from an agent by the name of Thomas that sent me one email accusing me of being a liar and never contacted me back after sending him an email with a detailed account of every service request and fees/credits applied to my bill. He never responded and just emailed back in regards to the complaint to Revdex.com. There was still no resolution or any options offered to resolve the issue.

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.
Lawrence E
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

TMarch 16, 2015 Revdex.com complaint #   [redacted]      [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund.  Due to the complaint filed with the Revdex.com, we contacted her...

directly on March 3 and spoke to our Accounting Department the same day regarding the missing refund.  We confirmed that the refund was processed and mailed to the customer on November 6, 2014 at her post office box.  To date, the refund check has not been returned to us.  We will follow up with the customer and ensure that she has received her check.  If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her.  We appreciate that the Revdex.com has given us an opportunity to assist our customer.  Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

May 18, 2016—Revdex.com complaint # [redacted]—Jef [redacted]
We were sorry to hear that the customer was unsatisfied with our response to the client’s first complaint filed with your office.
As we stated in our original reply, there is a *$50.00 fee for a technician to come out to the subscriber’s home to activate or relocate an outlet for the customer.  We would like to point out that company operates on the same pricing guidelines for all of our systems throughout the country.
For assistance with scheduling a change of service or a service call, we suggest the customer contact our Technical Support Team for help.  Our Technical Team can review and advise the client if there will be a charge associated with a visit to the home.  This group is available 24 hours a day, seven days a week, and 365 days of the year.  We can be reached at 623-594-1000. 
While we always appreciate the opportunity to address customer’s concerns via the Revdex.com, we cannot guarantee that the customer will not have charges associated with a visit to the home. 
We hope this information has been helpful to your office.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
*rates subject to change

Revdex.com Case # [redacted]

It is our goal to provide our customers with...

exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.  
We left the customer a message on 4/21/16 with our contact information to return our call. While the customer did leave us a message on 4/22/16, we were unable to reach him when calling back that day and again on 4/28/16. We also sent an e-mail to the address listed on the complaint on 4/29/16.
  
Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer...

service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case No. [redacted] – Ms. [redacted]

class="MsoNormal">June 27, 2014

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

We have researched our customer’s concerns regarding the misinformation she was provided on her initial call to set up her service.  I have contacted our customer and apologized that she was given incorrect information regarding the channels that were included in her package.  We have readjusted her account to include the [redacted] channel that she had originally requested

We apologize for the problems she had in trying to resolve this matter and hope to regain her confidence in our organization.  She has my contact information while we work together to get her account to the promised price point for the services she is receiving.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

We are sorry to hear of the telephone service concerns that the customer has brought to the attention of the Revdex.com.  While we always appreciate the opportunity to address and assist a subscriber with the services and products that we provide, we apologize for the inconvenience that the customer...

has experienced.

 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our Mesa Field Manager Dustin advised that he has attempted to contact the customer to ensure that the phone service concerns are addressed quickly: to no avail.  He will continue to try to reach the customer at the phone numbers that we have on file.  Our office will work closely with our Field Manager to ensure that we provide resolution as well as customer satisfaction in regards to the situation at hand.

 

Because the customer advised in his comments to you that he is using his phone exclusively for business, we would like to suggest that the customer consider using our business telephone product.  Because a business product is supported differently than residential service, the customer can work with confidence; guaranteed.  For information regarding our business product options, we can be reached by phone at [redacted]Call: [redacted]. The subscriber can also visit us online at [redacted], and select Business.

 

We hope this information has been helpful to the customer, as well as the Revdex.com.  Thank you.

 

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

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.
 Lawrence E.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

February 25, 2016
Revdex.com complaint [redacted]/ Thomas Cox #...

[redacted]  
We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name. 
Due to the concerns that the customer brought to the attention of your office, we contacted the client directly to discuss.
As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns.  Thank you.
Catherine/Cox Communications Executive Offices Arizona

Revdex.com Case #[redacted]

"Helvetica",sans-serif; font-size: 10pt;"> We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.
Thank you for your time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for contacting our company via the Revdex.com regarding her desire to add additional services to her existing Cox account we apologize that the customer was unhappy with the assistance she has received thus far and hope that the information provided in this response...

helps to clarify Cox’s stance on this matter. The customer is currently enrolled in what we call our Flex Watch duo bundle.  This promotional offer allows the subscriber Advanced TV service, HBO, Starz, waives the monthly receiver rental fee, and includes Preferred High Speed Internet service for $59.99* before tax for the first 12 months.  The pricing raises $20.00 to $79.99* per month before tax for an additional 12 months.  This is a highly discounted rate for both services as normal rate card pricing for these services is $158.96 before taxes.  By having this heavily discounted rate the customer saves almost $100 a month.  Because of the amount of discount provided by this bundle, the customer is not eligible for other promotional offers.  In order to upgrade either the internet or cable television services her account would be subject to normal rate card pricing.  On our website we place the caveat that the promotional offers cannot be combined with any existing promotional offer the customer may be on.  We apologize for the confusion, and have sent the customer’s concerns to our corporate Webmaster for review so we can make sure that this disclaimer is more prominent. We thank the customer and the Revdex.com for the opportunity to assist.  We are always available to all of our valued customers at [redacted]. Thank you. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona*may be subject to any general rate increases

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. Travis Turner, a supervisor from Cox, did call me in regards to the previous email response and we are currently working on a settlement amount.  I would like this complaint to remain open until the matter is completely resolved.  As I stated earlier, I tried to resolve this on several occasions with the company and got no where until the Revdex.com was involved.  I appreciate your follow up and I will let you know when this case is completely resolved.

Regards,

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

Stay clear from this company. Was told when I first signed up with Cox that I had a 2-year price lock and not a contract and if I didn't change anything on my service that I would be locked in at the price I had after the second year. They said the second year would be $30 more and it has been for 10 months then all of a sudden it jumped up by $22. I called customer service and they said I have no price lock and once my 2 years are up my bill will go up.

I told the customer service rep that this it not what I was told and she said "I don't know what conversation you had, but the price will go up at 2 years." I then said I don't think my bill should go up by $23 after 1 year and 10 months though. The customer service rep kept putting me on long holds and she finally came back and said the technician I saw at my local store did something to my account and she doesn't know how to fix it so she needs to transfer me to technical support. I said I went to their local store and THEIR employee told me to swap out my modem/router that I was renting from them and he said that it wouldn't change my monthly bill. She just forwarded me to technical support. Then the technical support person said he couldn't help me because the person who transferred me was still in my account and probably went on break so he can't view my account. He said to call back in an hour because I didn't want to waste any more of my weekend.

I called back a few days later and THIS customer service representative (I use the term loosely in this case) started to give me attitude like I didn't know what I was talking about. She was very condescending and rude and went even as far as to providing me with a long sigh in the phone when I was explaining what happened at which point I asked to speak to her supervisor. The supervisor did not come on the phone, but the representative came back on and said that I need to check if this new modem works so she would transfer me to technical support. Sound familiar? I said "I'm at work and I'll call later." I'm calling around for new service. This is ridiculous.

October 27, 2016—Revdex.com complaint # [redacted]
We were...

sorry to hear that a customer is experiencing problems with our Internet service.  Due to the complaint filed with your office, we contacted the client directly to advise him that we are working directly with our Field Service Team on his account concerns.  Our technician did go out to the customer’s home on the 24 of the month, and replaced the fittings and swapped out the Gateway modem.  We sent the customer’s feedback to our Field Supervisor and we will follow up with the customer directly.  Should we find that the problem that the customer experienced is on our end, we will be happy to waive the ETF (Early Termination Fee) and sever the service agreement with the client. 
Thank you for the opportunity to assist our customer!
Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] RebuttalWe would like to thank the Revdex.com for bringing our customers additional comments to the attention of our office.  We made contact with our customer on 10/6/16 to discuss his concerns and complaint.  Our customer provided very important feedback on his experience when calling in to our Customer Care Center.  He also advised us that he is not being notified online when there is a known outage in his area that directly affects his services. We sincerely appreciate the feedback our customer has provided and we will forward it to the appropriate departments.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

July 27, 2016

New Roman",serif; font-size: 12pt;">Revdex.com Complaint #11595035- [redacted]
We would like to thank the customer for taking the time to file his concerns regarding an early termination fee.  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 contacted the customer directly to address his concerns. At this time we have resolved the customer’s concern to his satisfaction.
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.
Atari
Executive Resolutions
Cox Communications

We were sorry to hear of the situation that the customer experienced.  Due to the nature of the complaint filed with your office, we requested information from our Damage Claims Department regarding the concerns that the customer brought to the attention of the Revdex.com.

 

In any...

situation that a subscriber feels that our equipment caused damage to their equipment, a standard testing process is performed on the box by a third party that is certified by the [redacted] manufacturer of the equipment. The results of the investigation proved that a power surge from the TV blew out the HDMI chip and the board in our convertor box. We found no presence of power on the coax, which would have been indicated by burned or melted cable.  If the surge would have passed through the receiver into the TV, the output fuse for the HDMI port would blow out the four amp fuse, which did not happen. Interior inspection of the cable box indicated damage to the board from some sort of liquid.  Our Manager met with the customer and relayed the findings of the investigation to the customer, and followed up with a denial of credit letter to the subscriber as well. Our Claims Team also pointed out that all equipment; customer and Cox owned, is powered by the internal electric provided by the renter/landlord/customer’s home or apartment electrical service. 

 

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

 

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

We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. Please let me begin with an...

apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.
 
Due to the concerns that the client brought to your attention we made multiple attempts to reach him/her.  We were unsuccessful in our attempts but were able to leave voicemail messages requesting the customer to contact us. The client has our contact information should he wish to contact us directly.
 
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]/Cox Communications Executive Offices/Arizona