Cox Communications, Inc.

Review: Cox offered me a price fix for a year commitment and then upped the price half way through the supposed contract. Cox basically lied to me in order to secure my business. Prices have raised significantly over the years without any increase or value in service. Furthermore, Cox doesn't allow any fair warning about their price increases. There is no competition, and therefore, Cox holds their customers for ransom, without any responsibilities to their promises.Desired Settlement: In the very least, I want them to uphold the promise they made when we agreed on a set price for a year of service. I want fair warning when a price increase is going to be implemented. I also want honest and accountable customer service representatives who are focused on their customer and not an up-sale.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address his concerns in regards to his monthly rate. After speaking to him we were able to assist him with his monthly rate and feel that the outcome was successful. As for his concerns on our rate changes, we advised him that rate changes will be posted on his statement 30 days before the increase goes into effect. 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. Jaimi / Executive Resolutions Office of the General Manager Cox 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: My credit card number changed and I was issued another credit card. I had to change numbers with Cox for automatic payment. Not an easy process.

My credit card number was changed by the credit card company. I had to change my number with Cox. Upon calling there are several annoying prompts on the automated system, repeating what I already entered. Finally after roughly 6-7 minutes of waiting I was connected to a female employee ([redacted]). Advised her of the change. She was unable to change the number and had to quit my automatic payment and then required me to load my email, sign a waiver to sign up for automatic payment again. When she said I have to pay next months bill without auto pay I was shocked. I asked her to send me a bill then her tone became snotty and the rest of the conversation she did't even care. I asked if the conversation was recorded and her tone changed. Why do I have to do all the extra steps and spend time doing many different steps when the only thing needed is a change of card number. Why do I need to hear such a tone from the Cox employee when their system is frustrating and annoying. It is ridiculous that I have to go to such efforts to change one number with a company.Desired Settlement: I want Cox to contact me so my auto pay can go through for March and they need to change their system so this does not happen again. They need to train employee [redacted] on customer service and Cox needs to explain why the customer needs to go through so many steps just to change a credit card number.

Business

Response:

February 25, 2014

Review: Sadly I'm once again am having to file a complaint to resolve an issue a Cox representative can not, or will not, resolve.

My bill was due Dec. 30, 2015. We're 8 days out and my account has been suspended. I spoke with Carol in Collections today and she said even though my account was prematurely suspended, her hands are tied and she can do nothing to help me.

I suspect this stems from a payment I made Dec 27, 2015 for $464 that was returned by my bank. That was my mistake - I was in the process of switching banks and failed to update my Cox account with the correct bank info. As soon as I realized what I'd done, and knowing Cox has no way to stop processing the payment once it's made, I sent a payment on December 28, 2015 of $500 through my bank to replace this $464 payment and Cox received it by Dec. 31, 2015. I am 8 days late on the December 11, 2015 invoice, and my service is suspended, without ANY call from Cox between Dec 30 and January 6 about it. I can't even make a payment right now because I've not received my new cards from my new bank that sent the $500 payment.

I had a technician schedule to fix my equipment today, 1/7/2016. Cox called me on the 6th to confirm the appointment. Cox called me again today leaving a message they were cancelling my appointment because of the suspension. But Cox NEVER called about this...my last call from Cox regarding payment was December 24, 2015.Desired Settlement: Carol in Collections said she'd reinstate my service today if she could, but she couldn't and that it would take a supervisor to reinstate it but it would take them at least 48 hours to call me back. So I'm not sure what can be done today.

Business

Response:

January 18, 2016

Revdex.com complaint # [redacted]

We are sorry to hear that a customer experienced difficulty

resolving her billing concern with our Care Center agents.

Due to the concerns that the client brought to the attention

of your office, we contacted her directly in hopes of assisting and educating her

with the billing issues at hand.

While we have not been able to speak directly to the

subscriber, we confirmed on our message to her that our Collections Department

is the only team that would be able to grant her an extension on to payment to

her account. The customer has our direct contact

information if she needs further clarification on this matter.

We hope this information has been helpful to your

office. Thank you.

Catherine/Cox Communication’s Executive Offices/ Arizona

Consumer

Response:

this Catherine person made ABSOLUTELY NO EFFORT to contact me. She left 1 message more than a week ago and IGNORED ALL 5 messages I left her that day. Furthermore, her statement about Collections is a flat lie! I know that for a fact based on my call with them & one of her coworkers on an unrelated complaint from last year. There are no extensions! She obviously didn't read my complaint in its entirety. Put me in contact with someone who isn't a liar and actually will do their job. My service was suspended 8 days into my unofficial grace period when it should not have been. That I know to be true from speaking with Jesse in Catherine's office last year & information he provided AND Carol in Collections before filing this complaint. Catherine intentionally delayed returning any of my phone calls left more than a week ago this is the first I have heard from her since Lies and refuses to return phone calls. Nice try Catherine.

Business

Response:

January 25, 2016-- Revdex.com rebuttal [redacted] We are sorry that the customer was not happy with the information that we provided to your office. While the client believes that her service was shut off unfairly, our Collections Team assessed and addressed the account balance in accordance with the guidelines that our company has in place. All customers are given equal and fair treatment in relation to past due balances. While our Billing and Collections Team does have the ability to grant extensions for payments in extenuating circumstances, our Customer Service Department cannot make payment arrangements if a customer has more than one returned payment within a billing cycle. As we stated in our first response to your office, our Collections Department is the only team that would be able to grant an extension for payment to her account. While the fees charged for reconnection and late payments are considered valid, we have removed the December reconnection fee and the late fee, as a courtesy. We hope this information has been helpful to your office. Thank you for the opportunity to assist a customer. Catherine/ Cox Communications Executive Offices/ Arizona

Review: I have been a customer of Cox Communications internet and cable for 5+ years and have never had a full year without an issue arrising. Last year, at my previous address we were having terrible issues with Cox and the cable service, which a technician after 4 visits was able to resolve by giving me a free modem and re-wiring the entire house. When I moved from the house, I brought the modem with me as it was gifted from Cox due to the issues that transpired at my old residence. When going through the install process of the new location, the Cox technician installed the modem and cable box. Unbenounced to me, they also began charging me for the modem, which equates to $7 a month rental fee. In essence, they started charging me for my own modem. They did not advise me of the charge after inquiring on my bill on 4 different occasions, one of them being in person at the Tempe Marketplace location. When calling the representative yesterday, they advised that they would only waive 2 months worth of fees and not the full 6 because as a customer it is my job to read my statement. Keep in mind, my statement is being delivered via email that is being sent to the wrong email address on file. From an ethical standpoint and being a transparent business, Cox does not do a good job. As a customer I asked on several occasions to verify charges, which was never correctly explained. I recieved paper statements last year and forwhatever reason was changed to paperless. As a company, it is your job to provide your clients an accurate description of the services provided.Desired Settlement: I would like the refund for the 6 months of charges of the modem rental fee as the modem is owned by me and not a rental.

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. Upon receipt of this complaint we were able to make contact with our customer on 1/7/16 to address their concerns. During our conversation with our customer we were able to come to an agreement on an appropriate adjustment to the account for the disputed charges. Additionally, we made the necessary updates to the account to ensure our customer receives paper billing statements moving forward. We are confident the issue at hand has 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 [redacted] Cox 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 received a phone call from Cox Communication's Collection Agency. They were so rude and obnoxious. They said I owe them $95.32. I was driving when I got their call on my cell. I told them I don't owe Cox or them any money that I paid the balance in full. They said prove it. I couldn't believe if these were real people or not due to scams. I called Cox and they told me, they wrote off $95.32 to the collection agency. I was never aware of this amount, nor knew that the collection agency charge would be added after my balance of $80.21 was paid in full. I had received a letter on 12-22-14 from the collections agency stating that my account was closed and my balance due was $80.21. The collection agency claims that they don't send out letters as such. I have that letter in my hand with the Cox logo and my account #.

I paid in full $80.21 on 1-12-15. I have never received any other notification that I owe otherwise until I received the call from the collection agency and contacted Cox to verify today, January 5, 2016.

I can't pay anything as it is. I am still looking for a job after losing my business last June.Desired Settlement: Due to the balance of $80.21 paid in full which is what I was told my balance was after closing my account, they should adjust the 'NEW' amount of $95.32 after I had paid the original balance due, to $0.00 and consider the balance is paid in full. No further charges due.

Business

Response:

January 13, 2015

Revdex.com complaint # [redacted]-

We were sorry to hear of the billing confusion that the

customer experienced with our company.

Due to these concerns, we have made direct contact with the client and

given her our contact information.

We are working directly with our Accounting and Collections

Team to see if we can resolve the concerns that the customer brought to the

attention of your office. We will

continue to work directly with the subscriber and keep her informed on the

investigation request that we filed.

As always, we appreciate the opportunity that the Revdex.com has

given us. Thank you.

Catherine/Office of the General Manager/ Cox Communications

Executive Offices/ Arizona

Consumer

Response:

I am rejecting because I called the number Catherine left me last week, on Monday, January 11th. I stated the best times to call would be after 2 p.m., every day. Their automatic voice message said they would call by the next business day. I waited yesterday and today. I called again, today, January 13th and left another message. Part of the rejection, is I am not confident enough that they will keep me posted on the investigation to get this matter resolved. They should have called by yesterday to give me any updates and ask me the questions they need me to answer.Thank you,[redacted]

Business

Response:

January 14, 2015—Revdex.com rebuttal # [redacted]

We are sorry that the customer does not accept the

information that we provided in our first response to the Revdex.com.

We currently do not have any new information to share with

the client. Once we have confirmation

from our Accounting and Collections Department that her request has been

addressed, we will contact the subscriber directly.

We appreciate your patience as we wait to hear the update on

the account. Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

Review: After transferring my service, I received a bill with errors. [redacted] at customer service could not explain what the errors were. She would not correct my bill. She is saying that the 156.00 overage is for partial service from 12/7 to 12/15, 5 days of service. Even though I was given a promotional deal for a free phone for a year in Aug/13, [redacted] said she doesn't see it in the notes. I believe I've been overpaying on my account for months. [redacted] told me that promotional reps do not communicate with billing reps so it wouldn't show on my acct. I have no faith in Cox billing practices. I transferred from one apt. across the hall to another and they are double billing me, took away the promotions. I have paid (overpaid) my bill every month and yet she says I owe from a previous month as part of the days after or before the transfer. She made no sense. She is untrained and kept making errors in her speaking. She also told me to stop cutting her off. She is rude, inexperienced and put me on hold for over 20 minutes. I spent 45 minutes on the phone without one question answered about how my bill is suddenly over $200 when it is normally $157.00 [redacted] repeated each payment that I've made since 1/2013 and she agrees that I've paid every month, yet still said that I had a bill transfer on my current bill. She refused to connect me to a supervisor, twice, putting me on long holds and said that if I wanted to speak to a supervisor, I would have to wait at least 20 minutes.Desired Settlement: I want to be reimbursed the $20 per month I've been paying for the phone that I was told was free. Credit of $80.00.I want a corrected bill without the transfer of fees as I've paid my fees every month.I do not want the phone connected to my account anymore, get rid of the service.I will pay the normal $157.00 per month until this matter is corrected. I will not incur any late fees or bad credit due to Cox's errors. I want an apology.They should train [redacted] and those in billing.

Business

Response:

Revdex.com complaint # [redacted]—[redacted]

Review: Cox communications sent out a tech to wire my cable and the tech didnt complete the install correctly. When I contacted Cox, they wanted to charge me another fee on top of the $100.00 they already charged me for doing the job incorrectly.Desired Settlement: Send a different tech out to complete the job correctly.

Business

Response:

December 16, 2015

Revdex.com complaint# [redacted]

We were sorry to hear of the difficulty and confusion that

the customer experienced.

Due to the installation and service issues that the customer

brought to the attention of your office, we contacted the customer directly and

sent one of our Goodyear Field Supervisors to assist the client directly. We were able to investigate and review the

billing concerns that the subscriber had as well, and the customer is very

happy and satisfied with the service that we provided.

Thank you as always, we appreciate the opportunity to assist

a customer.

[redacted]/ Cox Communications Executive Offices/ Arizona

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 ordered internet service moved from one house to another on 10/26/13. I was told a 'hard line' needed to be run to our current home and it could take up to a month. During that time, I've reached out to [redacted] at Cox, who I understood to be in charge of this line, then was directed to Josh, who admitted to loosing my work permit, then was directed to William who has provided no useful information. All three men assured me I was top priority after waiting so long, but none of the 3 ever call me back with one exception, when [redacted] called me one morning to tell me we were now waiting on [redacted], who has come and gone and still, I have no internet, even when they tell me they will call, they don't. Frustrated with no information, and paying for internet I don't have access to, I called to see if maybe management could do something for me, and spoke to [redacted]. I found out the drop will not be until Jan 3. She turned out to be argumentative, never once apologized for my inconvenience, offered no kind of monetary compensation, but told me she would see if she could get the date moved up a bit and then call me back. She didn't call me back. I've kept the service to the residence I can no longer access because I fear loosing email address I'm using for job hunting. No one has offered to help me solve that issue either. In the mean time, Ive had two client projects delayed due to my lack of connection and both my son and I are having to tote laptops to the library for job searches. I have to go to Starbucks to download my email (won't let me do it from library), and can not send any email from my cox account. I'm at an absolute loss as to why I'm not important enough to even call back.Desired Settlement: I would really appreciate a phone call from a person who is not going to give me arbitrary dates, or argue with me, but who is interested in doing what it takes to help make me a little more satisfied customer. 12/26, I will be 2 months without internet that I have diligently paid for. If my date can be moved up before Christmas, I could live with the monetary loss, But if I'm still waiting in January, I challenge the representatives of Cox to consider the frustration I've been through and weather or not I really am a valued customer. And above and beyond that, training employees in the basic customer service skill that when one says [redacted] is going to call a client back, [redacted] actually does call back. And why isn't there an actual complaint department so I don't have to go through the Revdex.com to file a complaint? We could have had this solved already.

Business

Response:

We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding her service installation concerns. We regret the delay of installation and the subsequent frustration this has caused the customer. When the technician came onsite to install the customer’s service on October 26th he found that a new cable line drop was needed in order to provide service to the customer’s home. If the line must be laid under sidewalks, streets, or out of the utility easement a permit from the [redacted] is required. We must also have blue stake markings completed which is handled by a third-party. The complete process can take 2-8 weeks depending on the back log with either of these entities. The customer’s line work was further complicated due to the need for the city to provide traffic control in order for the technicians to perform the work. It is always our goal to provide accurate information and we apologize that the customer states that she did not receive consistent follow-up throughout the process. We will review our current policies and improve the communication to the customer going forward. The customer states that she was paying for service while waiting for a hard drop. Our records show that the customer had no actively billing service after she left her prior residence on October 26th 2013. Our records show that her last payment was made on October 14th 2013. We apologize for the difficulty and frustration this matter has caused our valued customer. We have applied one month’s credit for Internet service and in addition to this have applied a 12 month 20% off discount. We appreciate the opportunity to respond. Sincerely, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Review: I contacted COX communications to provide home phone, internet and cable. They were unable to get the home phone signal back to my ADT security system. They asked me to have the ADT technician come out and help them. They said they understand that there would be a charge from ADT, and that COX would reimburse me the cost. ADT charged me $173.00 on June 17, 2015. As of August 12, 2015, I have made numerous calls to COX trying to get a credit for this amount. As of August 12, 2015 COX has done nothing but send various forms to various internal offices.Desired Settlement: I am due a statement credit of $173.00. Or, they can mail me a check in the same amount.

Business

Response:

Revdex.com Case # [redacted] We regret to hear of our customer’s recent experience regarding the reimbursement. We have contacted the customer directly to confirm their concerns have been addressed and successfully resolved on August 14th, 2015. Thank you for your time and consideration. 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: I've had a terrible time getting Cox to repair my problems with the OnDemand movie system. In addition, the regular television cable is rough too.

There is a constant skipping and distortion that will not go away. I had to take a break from complaining because we had a baby, but the issue has been ongoing. It's so bad, it has become almost impossible to watch a movie straight through. I counted over 10 distortion and visual garbage session in the latest movie we just watched. I've recorded it as proof and would like to show it to you or whoever is interested.Desired Settlement: Firstly, I would like my bill adjusted for the time I e paid for inferior service. Secondly, if they cannot resolve the issue (which they haven't so far) we either need a full refund of service or a resolution that includes fractured service and subsequent settlement.

Business

Response:

November 4, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty that the customer is experiencing with his services. Due to the concerns that the customer brought to your attention, we contacted him directly to discuss. Our Field Leadership is aware of the video reception service grievances that the client has brought to the attention of your office. We will continue to work with the customer directly towards resolution of the service concerns.As always, thank you for the opportunity to assist a valued customer.[redacted]/Office of the General Manager/Cox Communications Executive Offices

Consumer

Response:

Although they have contacted me and sent someone out to resolve the issues, the company is aware that the services I paid for were not what is considered acceptable, even by their standards. I have been told this repeatedly by everyone from customer service to the field technician. I have also supplied recent video of the ongoing issues as proof of the problems we have been having with the service. For now, I need to wait and see if the current changes to the wiring were successful, however, I have not heard anything about crediting my account for the ongoing, poor service that I was charged full price for. Until the financial issues is resolved, I would hope the Revdex.com will not close this complaint. Providing a television service that is practically un-watchable and charging full price for it does not seem very fair.

Business

Response:

November 19, 2015

Revdex.com rebuttal Hernandez--# [redacted]

We were sorry to hear that the customer was not satisfied

with our assistance.

We spoke with our Field Service Leadership on the customer’s

concerns and received confirmation that the customer has a bad line which is

causing the tiling issues. The line

cannot be run by our company and will require an electrician to replace the

line. The customer has been advised and

understands that the fault is not with our service, but with his own wiring. We also confirmed that the other cable boxes

in the house that are not connected to this line are working flawlessly with

our service. We have explained this to

the customer and he understands.

We hope this information has been helpful. Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

Review: We were without Internet, phone, any type of pay channels. Sixty percent of our cable did not work. We called more than a dozen times. Cox sent technicians out eight times. Apparently when their sub contractor was installing fiber optics our line at the street was severed. We were told that we would be credited a month for all three services. A week later we received a shut off notice for non payment. [redacted] in billing refused to get a manager and told my wife she was wrong about the credit. We have every name for every cox employee whom we talked to. The work order sat for 10 days with no one knowing why it wasn't acknowledged. Our cox bill is 254.00 for cable, 99.00 for Internet, and 50.00 for phone. We have been a customer for 12 years and this is how we get treated. I may not like [redacted] or [redacted], but maybe their customer service is better. Cox is a huge disappointment.Desired Settlement: All we asked was for the 5 weeks of no service credited. Not to be treated rudely after at first being told it would be credited.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer has been negatively impacted by work done in the customer’s area. We reached out to the customer directly by telephone to address the concerns listed in the complaint. We apologized to the customer for the experience and worked with the customer on a satisfactory resolution to the account balance. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: When I moved into my apartment complex I was told I was being referred to cox cable as a "gold member referral". The location of my apartment complex and particular unit prevents me from getting any other cable except through Cox, so I know previous tenants have gotten cox cable. So when I called to set up my cable the male representative told me the initial start up fee would only be $5 and that any cable set up I chose would only be $60 a month for 3 months. My options were basic, box, or box with dvr capabilities. I picked DVR and added the sports pack for an extra $10 per month. When I received my first bill, I was shocked when it was almost $200. I contacted the billing company and they referred me back to the gold member referral department. Each time I have called, a representative tells me I need to speak with the agent who set up my cable, they would send him an email to contact me but never did. I contacted the same department again and was told by an agent that they would ensure the initial representative would contact me to work out this issue and if he did not they would call be back. But that never happened either. Every time I call, I get he run around and now I have a bill over $700 and the initial representative has never called me back. Every call center that I work at prides themselves in customer service and I have had the worst customer service experience with this "gold member referral department".Desired Settlement: I would like someone to call me and adjust my bill to reflect what I was initially told. "First 3 months, no matter which set up I chose, $60". I would like to be charged for the time the cable was on and not after the time that Cox cut my cable off due to non payment. I refuse to pay until my issue is resolved.

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 her issues with her installation charges and monthly rate. 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 service was ordered on 8/14/14, the account opened on 08/16/14 but due to issues with the service didn’t actually start until 8/18/14 and started on /16/14. Our records indicate the customer was charged $30 for the installation but on 8/14/14 a $25 credit was also given leaving $5 owed for the installation. Per the order the monthly rate was $80.48 plus tax. On 8/16/14 our customer contacted our office to let us know the service was not working. A technician visited the home and the customer was billed for the visit. Half of the charge was removed on 10/1/14 the other half was removed as a result of reviewing the account for this complaint. An adjustment to the bill was made to correctly reflect the time the customer had services. We sent a letter advising the customer of the updated account balance and adjustments made. We want our customer to know that we are deeply committed to being her 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 / Arizona

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: It started on march 9th 2015 when we were switching our services and moving into a new house, the tech was to be out between 10 and 12 and he was on march 9th, he was here for about 4 hours and he was supposed to be installing cable threw the attic where he was at, he connected one room, and told us the adapter on it was not good, and we need to replace it before a fire started, at no time did he replace it, he then went back and told COX that he installed all 4 rooms, which he never did, he did one. at that time we were billed for service and didnt even have it. after calling and arguing and a tech coming out to hook up our boxes to finally realize that there was nothing hooked up to the house, I continued to call them for a month to get our services on in the house, April 16th 2015 about 7pm with no call before, and not being aware a team of 5 showed up to install the cable and internet and phone in the house, it took almost 2 hours, they left about 9, while there my husband [redacted] and I express that they needed to put it in the attic where it was supposed to be in the first place, they said they could not do it, because they were not third party, and that they could put it on the walls, at that time we gave the consent, they told us it would not be noticeable, you can see it everywhere, and while here I asked that they used existing holes that where in the walls, they refused to do that, at that time, they left holes open not sealed, didnt properly install stuff, wires hanging, the nails pulled the tape off the dry wall. which is now turned into a 2 foot long crack. they used the wrong silicone on the walls it can not be painted over, it will need to be removed, and hope no damage is done to the walls while it is being removed. also the patio was just done in march, when we bought the house, as of rite now there is one room hooked up in the attic, and the other 3 are on outside walls, there are wires everywhere, as I work from home, this is a very big distraction and causing me to lose money as well. we have attempted to get this solved many times with them, one being when they were to have [redacted] come out and fix the drywall and fill the wholes that the other employees have not, ones that will cause more damage to my home if not fixed soon. that company never showed up, the guy that was to be here got in trouble when I called back asked where they were. needless to say that was never fixed. and then they had offered over the phone to have the wires painted, and they wanted to go to home depot for an "eye"match which is to get the paint to match, the only problem is home depot dont do "eye"matches, they do read and shoots, and we are talking about 3 walls in 2 colors and the trim is another color. one wall is in full sun all day and it would not match to just putting paint on it, I asked for a good paint, not one thats gonna pill off, and I didnt want cancer products used in the paint, this is our new house, we should have that choice, they at that time denied it, then sent a letter asking for proof of the damage, we gave that, they claim more than one supervisor has been out to look at the damage but in fact only one has, and I have his card, he even confirmed the damage, and tried to fix what he could, which was not much, he also took pictures of the damage, he then went back to [redacted], the claims person and again they said they would pay $300 to paint over the wires, at that point it would leave lines in all directions on my walls, which I did not want as it would cost me more to paint it to fix it, so I requested that they paint corner to corner on the 3 walls at that time they refused, and the problems have escalated from there, we did contact the legal department at cox in which they responded back after I sought out an attorney to help get this done, they have refused, to help, they responded with first I need proof, which I did and I supplied, then they came back and denied saying I dont have an attic, funny thing is I have 2, hey claim I have vaulted ceilings, I only have one and it can be ran threw the wall from my room, which is connected to the attic. the lady denying the claim is holding a personal judgement against us, as I brought that up with the CEO's assistant [redacted], she gave me [redacted] bosses name and number and said I should reach to her, so at that point, I did, I left 3 messages threw out the week, and never heard back, then I get a letter telling us we need to stop calling or they are going to disconnect our services, iam sorry, you have caused damage to my house, and I want it fixed in the proper way, if this does not get resolved here then I was advised to take it to court, as a couple of the areas in question being the back patio lid, and the side wall, where water and moisture can get in and cause damage to my walls and cause mold to grow. as monsoon season approaches this is not going to be good, as right now we have been quoted $1250 for all the damage to be fixed as of now, if it continues to go on it will cost more, including court cost and attorney fees, we ask that this get fixed in a timely matter, as its been going on since march 9th 2015.

It also needs to be included that everyone is saying iam harassing them and beinf rude, and abusive, no one has thought to take into consideration how we have been treated talked to, or information with held, rude comments made and so on, and [redacted] was also informed that I have bipolar disorder. and so has many others, and at no point have they tried to change how they talk to us, if they even talk to us, they do not return phone calls or messages left.Desired Settlement: We want it fixed the right way, and in a proper time frame, or we want the money to get it fixed ourselves if this does not get resolved we will pursue this is court, as we have all the proof and documentation that we need including the letters from the legal team who cant even get the information correct. If we take this to court it will cost more than $1250. we will go after court cost attorneys fees and damages,medical discrimination , and deformation of character.

Business

Response:

We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted] regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication

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.

In response to the previous letter, I have sent in the proof to the address you have provided, its also attached here, I have submitted all the pictures to who needed them, also a supervisor by the name of [redacted] came out and also took pictures of all the damage, and also gave them to whom ever needed them, In response to that [redacted] (he refuses to provide last name) and [redacted] said that they would pay $300 to have walls painted, and was to have [redacted] come out and repair the dry wall, the day of the repair the uy never showed up, when I contacted [redacted] from cox and [redacted] over at [redacted] and asked what happened to our appointment, she said he was to be there when she found out, he got in trouble, and she was going to have someone else come out, at that time, I told her to wait, because we were not agreeing to the paint job that they wanted to do, after they got the demand letter with the proof they wanted, they then responded back with I dont have an attic, when I have 2, and one room in the house is hooked up threw it, and the second room should have been as well, but that's when we were told it could start a fire, and we needed to replace it. That is his job to replace that when hes hooking it up, I also feel [redacted] the lady who wrote the first denial letter is holding a personal grudge being we had legal problems with her husband. I then called and talked to [redacted] about it, she gave me [redacted]'s boss) and her phone number and told me to bring it up with her, and to give them a second chance at that time, we were sent another letter telling me to stop calling or they were going to disconnect our services, all because we are trying to get this fixed before before my house has more damage, When the one guy came out to fix them, he only fixed one of the plugs by filling it with a silicone that can not be painted over, there is still one plug that is exposed, and water can and has gotten in, It will start to damage the house, and cause mold, My daughter and I both have health problems, and asthma, and that will make us very sick. I have more pictures of the damage, I was not able to attach, but willing to provide again. As Far as the Patio lid for the back patio that they deny they did, we purchased this house on march 9th, and also attached is the full report which shows on pages 23 and 24 that the patio was not done, and we completed that in april 14th and they came out april 16th and installed the cable wires all over the house, at which time the nails in the drywall started to pull down the tape and crack it, it is now over 24 inches long, and continues to grow, so as that continues to grow, so does the price tag if this is taken to court. we have done what they have asked, and we keep getting denied, and at this point we getting tired of it. and want it fixed, Iam an ordained minister and wedding planner, I have weddings at my house, since the the wires are up, and hanging in some spots I have been losing allot of money. and that will also be asked for in court. at this time we are asking that they fix what they damaged before it gets worse, or even a fire starts. all together there are about 10 pictures of the damage, there are the 2 main ones in question.

Regards,

Business

Response:

We appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims. Thank you. Executive EscalationsCox Communications

Review: I have never had an account with [redacted] My husband [redacted] did. I had to file a restraining order against [redacted] and he was removed from my home. When I attempted to call [redacted] to have the service terminated and switched to my name, they would not allow me to do so as I am not an authorized user on his account. Since then I have been contacted numerous times on my personal cell phone in an attempt for them to collect a debt from [redacted]. I have told them they cannot reach him via my number, I have the restraining order and they need to call his phone. I provided them with his phone number and they refused to add it to his account claiming that he has to call in to have my phone number removed and his phone number added. They've asked me to contact him to have this done knowing that I have a restraining order against him. To further my frustration, once the service is finally disconnected due to non-payment they have refused to allow me to have service started in my name until [redacted]'s final bill is paid. There is not another service provider in my area so [redacted] s refusal to contact the correct person about payment is going to render me unable to have internet in my own home.Desired Settlement: I want [redacted] to stop contacting me concerning anything having to do with [redacted] account. They need to contact him via the phone number I provided.

Business

Response:

July 13, 2013 Revdex.com No.[redacted] – [redacted] We would like to thank the consumer for taking the time to file her concerns regarding removing her personal cell number from the account established in her estranged husband’s name. Please let me begin with an apology for any misunderstanding that occurred when she called our Customer Care Center to have this completed. We certainly do not want to cause her any frustration and always strive to resolve issues for our customers. Research of the account confirms that while she is not an authorized user on the account, we do understand the circumstances that she provided for us. I have removed the cell phone number from the account today and this should prevent future collections calls for this account going to her private cell number. To provide further information with regard to setting up an account in her name at that address; there are a few options that she can consider. Due to the laws of the state, because she was married at the time the debt was incurred, she is also responsible for the debt owed on the account. We can complete the non-pay disconnect on the account and she will have to pay the balance due at that time and then we can establish an account in her name. If this is something that the consumer would like to consider she may contact me and I will be happy to assist her with the process. We are sorry for the misunderstanding the customer experienced and we hope that we are able to regain her confidence in our organization. If she should require any further assistance, she may contact our Customer Care Center at 623-594-1000 or on our website at www.cox.com/arizona. Thank you. Sincerely, [redacted], Executive Customer Relations Specialist Office of the General Manager Cox Communications

Consumer

Response:

Apparently I was not explicit enough when I said I DO NOT want to be contacted any further by Cox Communications. Removing my phone number from the account DOES NOT mean it is okay to come to my place of residence and leave notes on my door concerning my estranged husband's account. As stated, I am not an authorized user on his account. I WILL NOT be paying ANY fees having to do with his account PERIOD. If Cox Communications wants money, I would suggest they contact him VIA THE PHONE NUMBER I PROVIDED when this whole "misunderstanding" started. The service has already been disconnected and I feel the way about Cox Communications that I do about my estranged husband. I WANT NOTHING TO DO WITH EITHER OF THEM. The account is in his name attached ONLY to HIS social security number. It is none of my concern regardless of when the debt was incurred. Either contact him or cut the losses and attach it to his credit report. And let me just say thank you to Cox Communications for allowing my estranged husband to continue to victimize me by harassing me on his behalf. I can't tell you how wonderful it feels to be vindicated from a man that has abused me for years only to have someone "apologize" for a "misunderstanding" yet still continue to contact me. I will NEVER do business with Cox Communications and you can bet I will tell anyone that will listen how poorly I have been treated and they should take their business elsewhere. Regards, [redacted]

Business

Response:

August 16, 2013 Revdex.com No.[redacted] – Rebuttal -- [redacted] As requested, we had removed the contact phone number from the account. The account has been closed and disconnected. There will be no further contact from our company. We are sorry for the personal issues the consumer has endured and apologize that this issue created an additional burden. Sincerely, [redacted], Executive Customer Relations Specialist Office of the General Manager Cox Communications

Review: Cox communication refuses to change my my plan due to a contract issue, I have contacted them in the past to take off my static IP to lower my bill, no result! To lower my bill further they want me to extend my contract. I feel that this is unethical because I do not want to leave the company I just want to go to a residential plan to lower my bill by half and keep a similar data speed.Desired Settlement: For Cox to change me from a Business account back to a residential account. Cox Residential did not charge me a huge fee to change to business. Im just trying to be reasonable.

Business

Response:

June 30, 2014

Review: I am a disabled veteran with Post Traumatic Stress disorder who just moved to get better mental health care. I am being charged an early termination of service fee. The department of Veterans affairs and Social Security have me permanently and totally disabled due to my mental health. It is my understanding that it is not legal to enter contract with a person who is not mentally competent. I do not understand how I can receive a Early Termination Fee-Agreement when I have not signed one and my care provider was not informed of this. I did not think it was legal to impose a contract on a mentally impaired person. I was not informed of these charges at the location that I returned the equipment to or it would have been dealt with by my care provider at that time.Desired Settlement: Remove the "Early Termination Fee-Agreement" and permanently close the account. I have not signed anything or agreed to anything that includes this charge.

Business

Response:

We are sorry to hear there was an issue with the customer’s billing. We have reviewed the account and due to reason the customer disconnected, we have credited the early termination fee. The customer is aware of the correction. 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: I was out of town for almost six months and repeatedly called, faxed, and email Cox to update the status of my account, all while still paying to keep the status of my account active. They sent my account to collections for equipment, even though I called and told them I was not returning the equipment, because I was still using/paying for the service. There was never an agreement to return the equipment, because I was still keeping the account active by making my payments.Desired Settlement: Please tell the collection agency to quit reporting this debt to the credit bureaus. I don't want the status of the account updated with the credit bureaus like it is presently. I need the account removed/deleted from my report because of its damaging effects to my credit score. If I cannot get the item removed from my report, I will have to take my business elsewhere and potentially report the violations to the [redacted] and [redacted]

Business

Response:

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

Review: I am signed up for automatic bill payments with [redacted] communications via my Visa debit card. I was issued a new debit card by Wells Fargo due to a data breach, they change my card number. I failed to update the auto payment with [redacted] I didn't know it was attached to that card.)

[redacted] tried to charge the card via auto payment but it was declined. I did not receive an email or phone call about the failed billing.

Two weeks AFTER my bill is past due I receive a call from the "Collections" department stating they had a "Return Payment" and I am billed a late charge of $25. When I received the phone call today I immediately payed the bill in full, and set the new card number up on auto payments.

This exact procedure happened to another close friend of mine, same situation. How many "late charges" are they charging a month from loyal customers? This is a deceptive billing practice, and there is nothing we can do about it as a consumer.

I signed up for auto payments for ease not to be duped into paying erroneous fees. I was late on my payment but not on my own accord.

A utility company like [redacted] has extreme power over the consumber - I don't have an option for century link at ny location, so what am I to do?? I guess I am forced to pay a fee to help boost [redacted] s profit.Desired Settlement: I would like them to adjust their billing practices. They have a "Collections" department why can't they implament a "Customer Service" department to phone auto payment people who have had a declined payment so they are not charged this fee?Well I guess that doesn't make much BUSINESS sense.

Business

Response:

May 31, 2013

Review: I was told someone was going to install my cable no one showed up

I was scheduled to have my internet installed on 3/12/2015 the appointment was set between the hours of 1 and 3 pm Because it is customer service standard to call the customer before showing up and I was told that I would be called. When I got no call at 1:15 pm I called customer service to find out if the had an order, which they did and let me know that someone would "call me" before they came. No one called by 2:00 pm so I called back at 2:51pm, I was told that the tech was running late and "would call be in about 15 minutes when he was on his way. At 3:56 pm I called back and I the operator called the dispatch and was told that the Tech tried to call but the number was not in service. I told him I was talking on the number, he checked the records and found that who ever scheduled the appointment had transposed the area code to read [redacted] not [redacted] he corrected the mistake and I was told "the tech would call me in 15 minutes. I called back at 4:11pm to speak to a supervisor because I wanted someone to know about the poor customer service, I was put on hold and when the supervisor came on the line it was 4:40 pm and no one had showed up and no one had called. He checked with dispatch and told me he would call be back when he found out what was going on. He called me back at 5:07 pm to let me know that the tech would be giving me a call in 20 minutes, at 5:17 I called back no one had called and no one showed up. I was told that the tech was on his way and he would call me in 20 minutes. At 5:56 I called back because no one showed up and was put on hold while the operator said she was going to call dispatch after 10 minutes an operator came on line and asked if she could help me? The other operator decided she did not want to be bothered so she transferred the call to sales. I requested a supervisor who put me on hold for another 20 minutes then came back on line in a condescending to as if I did something and said" the driver said he came to the door and no one was home he did not have any door tags". Yes I screamed into the phone how dare he talk to me as if I did something wrong I asked his name and operator number told him I am reporting him to the Revdex.com. I told him to have a supervisor call me in the morning since it was 7:30 pm by the time I got to him. I feel this attempt me cause me to lose my temper so Cox could refuse to give me internet at the discounted connect2compete rate because Cox can treat the people in this area anyway they want because Cox is the only internet carrier for this area.Desired Settlement: I want to have my cable installed

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 her attempts to have her service installed. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we contacted our customer to acknowledge her concerns and confirmed the install appointment scheduled for 3/14/15. We then involved our Field Service group to ensure the install was completed. Our records show the service was installed on 3/14/15. We want our customer to know that we are deeply committed to being her 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]

Review: Cox charged a Early Termination Fee which I never agreed too. I called three times asking for an explanation of how I signed or agreed to the contract and no one could tell me. I only got "we sent you a bill". I signed up when I was out of state and never went through an IVR or even told I was entering an agreement.Desired Settlement: I will pay the fee so it doesn't hit my credit, but I want a refund back of my money for $120

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by a billing dispute. The customer did speak to a representative prior to the complaint. The account was provided credit to address the concerns of the billing dispute. We did make contact and confirm with the customer the issue was fully resolved. 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,