Cox Communications, Inc.

Review: I've lived in AZ for almost 14 years, and I have been a customer with COX at least 11-12 of those years. I am extremely frustrated over how a billing issue I have is being handled. I made a call on February 20 to take care of 3 matters. One of those was to switch my billing date. The female rep stated to me that I would pay $36.97 for March, and then $50.39 (my standard bill) in April. I found out on March 7, my second call in to Cox, that I was to pay the $36.97 and the $50.39 for March. Had that been told to me originally, I would not have made the change to my bill due date. I spoke with Chance in collections that day. He stated that his supervisor, [redacted], would reach out to the supervisor of the female I spoke to on February 20, and pull the tape to hear how it was discussed. I was told a supervisor would call me back. That did not happen.

April 4 comes, and still no tape pulled, no call back, no resolution. I call back in to Cox yet again. I spoke with a very rude person in collections, who said she'd get me to billing, and said she would put me through to a supervisor. That didn't happen. I ended up with a rep, telling my story for like the 8th time now. Then moved on to [redacted], his supervisor. She told me she was going to personally look into the matter and pull the tape herself from Feb 20. I expressed my concern that I didn't think anything was going to be done. I was told I'd get a call back at 1:00pm on April 8. That time arrived, with no call. At about 1:45pm on that day I'm make yet another call back to Cox. I get with a supervisor and had to tell my story for another time, which has done nothing but escalate the frustration of the matter. He then gets me to [redacted], in which i'm given this story of her having a different call time, and equipment not working. And also told the tape has still not been pulled, and that I'm not giving them enough time. Well that's preposterous, because Cox has had over a month to resolve this! So I was told it would only be a few more days, and that I would have a call back by Tuesday, April 15. Well, yet again, promise broken, and my frustration keeps growing!

When I asked on my last call how I could speak to someone above the supervisor level, I was told to write in to Cox via their "contact us" portion of their website. I di that on the 16th and received a reply stating they could not help me over email and that I needed to call in to speak to an account specialist. The number they give only gets you back to their normal automated system. I asked the guy in billing that answered the call if there was an "account specialist" for me to speak to, and he said no such title existed. So I spoke to his supervisor. He could not get anything resolved. He only offered a $20 credit, and said he couldn't credit the $50.39 until hearing the tape for proof. And I shared with him that Cox has been telling me that for 2 months now, with no solution, and that I felt like they are just using stalling tactics and being manipulative. I asked to speak to his supervisor, in which I was told he could only send an email requesting a call back to me that could take up to 3 business days.

Before hanging up the call I was forced to pay the past due amount to avoid service interruption scheduled for 4/20 because they couldn't offer me any other extension till the matter was resolved. I'm scared they will use that payment against me showing that I approve of the March payment - because I asked if my payment today could be put towards the current bill due today, but they can't do that.

I am so beyond frustration and anger over this matter and not only the principle of the original issue and Cox not being accountable for how they guided me the customer, and now the extra frustration and time waste for me making multiple calls to them over the past 2 months, sometimes spending an hour or more on the phone.

I would be so grateful for assistance in this matter, to hold Cox accountable to their word, and how they need to treat their long term customers.

Thank you so much!Desired Settlement: At the least, I would be happy with the credit of the $50.39 bill from March. I would hope that Cox would consider going beyond that for the trouble it's been working with them, and the time i've taken to make my continuos calls to them.

Business

Response:

May 8, 2014

Review: This all started back in August. I increased my internet speed for an additional $5 a month. I did not get the increased speed. I contacted various different levels of service. They never solved the issue but I downgraded my service back to what it was suppose to be. I also purchased a new wireless router since they tried to say that was the problem. When I downgraded I was told that my service would go back to my old price with tax that was $68.00. Every month I called in because it was not taken care of. Finally again in Feb. on the 13th I spent over 2 hours and spoke with someone in the customer loyalty department. She was suppose to get me on the plan that took my fee's back down. I was told that my monthly internet would be $51.99 and my phone would stay at the 11.00 that it has been until November of 2015. She told me that she would correct February's bill to reflect that and that each month from now on it would show the $62.99 plus tax. I then spoke to someone in the billing department. They agreed to credit the $8.00 late pay and the $14.00 that I was overcharged last month. She agreed that there would not be a late fee for Feb, because I explained to her that the reason that I had not paid my bill on time was because every month they don't fix it and do what they say they will and I have had to spend over 2 hours every month to deal with it and I am not going to pay until it is fixed once and for all. So, today I go to pay my bill and I see that it is at $65.99 and $11.00 for the phone. $15.09 more then what it is suppose to be, once again, and the $8.00 late fee is there!

I called in twice, was in the middle of speaking to representatives when suddenly I was transferred, it rang and then disconnected, both times. I called a third time and they were closed. This is ridiculous. I don't have over an hour to call them again tomorrow. All I tried to do was go online and pay my bill!!!!!!!!!!!! Today I was not able to clean my house or go grocery shopping as a result.

I am tired of Cox screwing up my life.Desired Settlement: I want an email with the billing adjustment and the information that I was told of the internet being $51.99 for two years and the phone continuing to be the $11.00 til the end of November 2015. I would also like a courtesy adjustment for all of my time. If they can not fix this once and for all I am going to switch my service for both phone and internet. Once I see that it is credited I will then go and make my payment.

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 correct her billing. 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 the unresolved internet issues she refers to were caused by her router. She downgraded her internet service on 12/2/14 and an adjustment to her bill was given. On 1/7/15 she contacted us again and added a courtesy adjustment again. On February 13 she contacted our loyalty department. We reviewed the call and found the customer’s rate is as quoted. She asked to be transferred to a billing representative so she could take care of the bill. That representative did adjust the billing as promised. Our customer did not pay the full amount due and was charged a new late fee. 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: my complaint concerns an increase to my monthly service charges.

In January my bill was $122.69. In February it raised to $134.16 and it is now 192.48. I called cox communications and asked them for an explanation. I was told that some discounts had fallen off and was transferred to the loyalty department to see what could be done. I was told that I had discounts that no longer applied and the best that they could do is to increase my internet speed, add HBO to my existing service and my new price would be $129.99 before taxes for 12 months and then would increase to $145.00 before taxes after 12 months. I advised the representative that I did not need HBO or faster internet service. I wanted to keep what I have and asked what she could do. She responded that If I keep everything the way it is my bill would be $179.99 before taxes. I told her that I have been a Cox customer for over 11 years and that I have an account with Cox both here in [redacted] and in [redacted]. She said they appreciate that but this was the best they could do. I advised the rep that I see the bronze package advertised on their website for $99.99 per month for 12 months and then $129.99 for an additional 12 months after that and that is what I wanted to do. She responded that this offer is only for new customers and I would not qualify for that special. I told her that this does not make sense that you would charge more to a customer with an excellent history with her company than someone who has no history with Cox. She said that this was how things were done.

I would like to stay with Cox and have my same services that I have now with no increase to my bill. A little customer loyalty appreciation is not too much to ask.Desired Settlement: I would like to stay with Cox and have my same services that I have now with no increase to my bill.

Business

Response:

Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

It is sad that I did not even receive a phone call from Cox regarding this complaint. I have never in my life seen a business that cares so little about their long time customers. I expect a phone call to discuss the options that you speak of and I expect the call to come from the executive offices and not from a customer service rep. My phone number is [redacted]. I will await your call before paying my bill and disconnecting my service.

Business

Response:

Revdex.com Case # [redacted]

* We appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration. We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: Our bill increased after they fixed it for 2 months, now it has increased again, up again after several attempts to call and being put on hold to find out why. Tried calling and get put on hold, we are disabled and cannot afford this continued stress. The customer service are very rude.Desired Settlement: put the amount back to the 33..54 we were paying

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint, we found that our customer’s monthly rate was impacted by a region wide rate adjustment which impacted all Southwest Region Cox subscribers not currently under a contract. This rate adjustment was outlined in our customer’s 12/20/15 billing statement and was effective with the 1/20/16 billing statement. While we were unsuccessful in reaching our customer to discuss their account, we were able to locate a $5.00 promotional discount for 12 month which will lower their rate to $32.99 per month. Please keep in mind, since our customer is not under contract, should there be a future rate adjustment this $32.99 pricing may rise. However, since a rate adjustment was just effective in January we have no plans of a future adjustment in the near future. 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:

Will we be given a higher rate after 12 months from now?

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,

Robin S[redacted]

Review: I ordered a "bundle" package of cable, telephone and internet in August 2015 when I switched the account from my deceased Aunt's name to my brother's name as trustee of the residence. The bundle provided premium cable and increased internet at a lower price than my aunt's service package.

Despite repeated calls to Cox I never received the bundle or any of the additionally services (advanced tv). After months of being passed around from customer service to billing representatives, I was told today by "Jenny" that I should have done something about this sooner and that Cox will not honor the service I ordered and contracted for in August 2015 despite my email confirmation and that if I want that service I would have to pay the non-discounted price since I would be considered an "existing" customerDesired Settlement: I want the package I ordered - the advanced cable, premium internet, and telephone essentials, to be provided at the then agreed upon price, plus the gift card promotion and retroactive credit for paying monthly amounts without the services for a higher amount.

Business

Response:

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

Review: I have been unduly charged a service fee of $75 for a modem problem(the modem belongs to Cox) for which I was not intitiatly notified or advised of prior to the service.Desired Settlement: Apologize and remove the charge from my bill.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted]) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unsuccessful in reaching our customer, we would like to assure them that as a courtesy we have waived the disputed charge for the recent repair visit mentioned in their original complaint. This adjustment will be reflected on their next monthly billing statement. 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. Thank you. George Executive Resolutions 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 11147215, 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 have been paying for a bundled service at a rate of $100.00 /mo. for the past year. This past billing cycle, my rate went up to $150.00/ mo. for the exact same service and bundle. On the internet currently, I see that they are offering a 'Bronze Package' at $109.99 which includes the same bundle I have yet offers more channels. When I spoke with a manager, she stated that I was not eligible for that plan because I am not a new client. My complaints are the following: What am I paying $50.00 / mo extra for? Why is it that an existing client is being charged more for a service that offers less than a Bronze package which I was previously paying $100.00 / mo. for? Why was I not notified of my rate increase in advance? The company does a great job at telling me that my payment is due via text messages and emails yet I have no record of them warning me of this substantial increase.

After waiting on hold quite a long time for a manager, she did state that she could put me on a plan that costs $125.00 / mo. and would pro-rate my difference, however, I have no idea what this "plan" consists of or how long i'm locked into it. Cox communications is extremely misleading and their package pricing is very confusing and I believe they have been using this to their advantage for a long time to take advantage of customers. I believe there is absolutely no incentive for an existing customer to continue to renew their service if the pricing keeps going up. I believe this is considered to be price gouging. [redacted]Desired Settlement: I would like to be offered the same bundle or perhaps even a better offer than the package I have now at the same price I had been paying.

Business

Response:

February 4, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the increase in her monthly bill. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. When the customer was installed she received a discount on the cable service for six months. When the discount expired the customer also added internet service and received a 12-month discount on that service. On the customer’s January 20, 2013 bill the discount on the cable service expired and increased the bill by $20.00. This bill also included the internet service at a discounted rate of $19.99 per month. The customer’s monthly bill was now $103.62. On January 19, 2014 the discount on the internet service expired which increased her bill by $43.00. The customer called to inquire why she wasn’t able to receive the rate she had before. The billing agent informed the customer that there was a two year promotion that would provide the customer with a $40.00 discount on cable service for two years expiring on January 21, 2015. The customer accepted the offer. 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: Cox Communications offered me basic internet program with free installation an no start up fee. They then changed it to a more expensive program without informing me. I found out about change when calling in with question on Modem/Router. I had the rep change it back and confirmed no cost install. Install was made with no statement that his work would have cost. Next contact with cox was a bill for $130. I called and asked for manager who promptly, with antagonist sound, said I should have known they would charge me for Modem. I pointed out that the reps said it was a no cost install period. Manager refused to honor commitment by 3 cox people so I said to remove equipment as they were not honoring any of the promises they made. The manager then said fine and would not charge $30 or any fee for removal. 30 days later I received call saying I owed $130 (recording)and that was fallowed up by letter. Cox has misrepresented they're product from the beginning Have acted in bad faith. They have made it difficult to communicate with them and treat they're client base with disdain.Desired Settlement: To stop Billing me for product not delivered and stop all advertisements being mailed to my location en masse.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his experience with his recent service order. 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 Mr. [redacted] on 1/29/15 he advised us that when he set up service he was under the understanding that he would be receiving a free installation and a free modem. By the time we had spoken to our customer, he had already opted to discontinue his Cox services as a result of this situation. We advised Mr. [redacted] that if he would be willing to return to us for his Internet services, we would be willing to honor the offer of a free installation and a free modem, which he accepted. We truly appreciate Mr. [redacted] patience and willingness to work with us in reaching a resolution. It is our genuine desire to continue a positive relationship with Mr. [redacted] 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 ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

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 subscribed to a bundle service from COX communications incuding TV, Internet and Phone, what COX representative forgot to tell me is that the phone is billed per phone call, I did not know that, I thought the bundle included a phone you can use without being charge for each and every phone call. SO I was stunned when I received the bill including $58 only for phone calls I placed.

These days phone are billed per monthly fees not per calls. Should I have known they would charge me I would have never called anyone since I have a cell phone that I can use at no extra charge.

I think COX should clearly state that the bundle include a phone (the device) but not the phone service.Desired Settlement: Just get the phone charges reverse, and I will never use that phone again.

Business

Response:

We would like to thank the customer for contacting our company via the Revdex.com regarding his telephone billing concerns. While we are sorry to learn that the customer was unable to address this issue with our company prior to reaching out to the Bureau, we are happy for the opportunity to address this matter. As a courtesy to a valued customer we have waived all long distance charges applied to the customer’s account thus far and the pending long distance charges. We must note that should the customer choose to continue to use long distance from this point forward he will be billed at the standard per minute rate of $0.18. To make changes or to enroll in a Cox long distance plan the customer may contact us anytime at ###-###-####. Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Review: Approximately 10 years ago, I purchased a house in [redacted]. Almost immediately, Cox began placing ads on my front door, above or next to, a No Advertising / No Soliciting sign. I've complained to Cox and the Revdex.com numerous times over the years and was promised it would stop. But it hasn't. This morning, another Cox ad was placed on my front door above the No Advertising / No Soliciting sign.Desired Settlement: 1. I want a letter from Cox stating there will be no more Cox ads placed on my property. (They've ignored this reasonable request in the past)

2. I currently receive internet service from Cox and want one month free for having to put up with this constant battle to simply stop Cox advertising on my property.

3. Although this will never happen, I want Cox to start proving they care about their customers instead of the bottom line. A simple request made over many years by a loyal customer needs to be respected, not ignored.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding the door tag advertisements left on his home. Please let me begin with an apology for the problems he has experienced, we certainly do not want to frustrate our customers with the flyers that are left at their home. We take great pride on providing our customers with the best customer service and work to maintain a great customer relationship.Given the method of delivery for door tag advertisement, we always strive to do our best to honor the resident’s wishes, I do apologize that the signage placed at the door of the consumer’s home was disregarded and ignored. We have requested that this customer’s address be removed from the mailing and distribution list. It is important to note that with the door tag distribution that while we cannot guarantee 100% compliance, our vendor’s that deliver the flyers will do their best to not place the ads on the customer’s door.In an effort to demonstrate our commitment to our customers, I have provided a courtesy credit to the customer’s account. He will see this credit on his next monthly statement, scheduled to print on July 29, 2014. We regret any inconvenience this has caused and look forward to providing our customer with the excellent service that he deserves and should expect from our company. If he should require further assistance, he may contact our Customer Care Center at [redacted]. Thank you.[redacted]Executive Resolutions SpecialistOffice of the General Manager

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.

After submitting another complaint regarding Cox Communications advertising, [redacted], Dispute Resolution Consultant with the Revdex.com let me know I cannot file a second complaint until three years has passed. Since Cox is not honoring the resolution reached previously and they have, again, placed advertising on my front door next to the No Soliciting/No Advertising sign, how is this handled this time around?

Regards,

Business

Response:

We apologize that our customer felt the necessity to file a rebuttal to the Revdex.com. Upon receipt of this complaint we reviewed the account and found we have added our customer to the correct lists in order to stop flyers from being delivered. We are unable to contact our customer by any means other than mail and have asked to provide the flyers left so we can address this directly with the individual who left the flyer. We apologize for any inconvenience this may have caused and are willing to address the individual involved once we received the information from our customer.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Consumer

Response:

Please read this carefully. Someone is misunderstanding this complaint.The complaint below occurred on 12.29.14. Because it references the same complaint made on 05.29.14, less than three years from the original complaint to the same business, you (the Revdex.com) cancelled it. You then gave me the e-mail address for an [redacted] to re-open the original complaint because Cox has not stopped advertising as promised. The latest response from Cox regarding this new complaint indicates they do not have the communications from the first time around, last May. During the time of the original complaint, Cox asked for a photo of the ad placed on my front door. I provided a photo (see attached). Also attached is a photo of the most recent ad placed on my front door. At no time has Cox ever asked me to submit the actual ads placed on my front door.Below is the latest complaint, cancelled by the Revdex.com because is occurred within three years of the original. It describes what happened recently. After the most recent complaint are the communications with Cox during the first complaint for the same issue, made in May 2014.

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.

Consumer Information[redacted]Business InformationCox Communications[redacted]-Complaint SummaryComplaint Type: Consumer to Business ComplaintNature of complaint: An advertising term the seller will not honorProblem description:For over 10 years Cox Communications has placed advertising on the front door of my home, next to a "No Advertising No Soliciting" sign. After complaining to Cox and the Revdex.com many years ago, the problem stopped. Then last May, it started again. On 05.29.14 Cox placed advertising on the front door of my home, next to the "No Advertising No Soliciting" sign. I filed a complaint with the Revdex.com the same day (CID [redacted]). I was contacted via e-mail by [redacted], Executive Customer Resolutions Specialist from Cox. She told me she would look into the problem. Since the link through the Revdex.com to this case is no longer active, I cannot verify what action was taken to prevent this from happening again. However, I did request one month of free service as this issue had existed in the past and promises were made it would not happen again. I only received credit for half a month. Today (12.29.14), another Cox advertisement was placed on my front door, again, next to the "No Advertising No Soliciting" sign. As with the previous time, I took a photograph of the advertisement.Desired Settlement: Other (requires explanation)Desired Outcome: Cox has proven itself disinterested in respecting me as a customer. This time, I want two months credit for my internet connection from Cox and a written explanation of how Cox will prevent this issue from occurring in the future. No exceptions!Complaint DetailDate Purchased: 10/15/2004Date of First Problem: 10/15/2004Have you complainedor contacted the business? YESDate Complained: 6/4/2014WaiversI authorize the business to communicate with the Revdex.com about my complaint and disclose to Revdex.com any personal information related to the complaint including the following if applicable: (a) information about a transaction or payment, (b) student records, and (c) information about an alleged debt. Your complaint cannot be changed, edited or deleted once it has been submitted. An exact copy of your complaint will be sent to the business. The text of your complaint may be publicly posted on Revdex.coms website (Revdex.com reservesthe right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaintto protect privacy rights and to remove inappropriate language. I acknowledge that the text of my complaint must be publicly posted on the Revdex.com website. The text of your complaint must be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy.) Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.ID [redacted]

Regards,

D Liddell Below are the communications and resolution after the first complaint:05.29.14 complained to Revdex.com after Cox ad was placed on house.CID [redacted] around 06.17.2014Sent complaint to [redacted] on 06.04.14Hello Mr. [redacted],Thank you so much for this information. I will research this matter and will get back with you. If you should have any other questions before I get back with you, please let me know.Thanks!COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist [redacted]###-###-#### Telephone//###-###-#### FaxFrom: Stuff [[redacted]] Sent: Thursday, June 05, 2014 1:58 PMTo: [redacted] (CCI-Southwest)Subject: RE: Revdex.com Complaint // Cox Advertisements[redacted],The address is [redacted]. Have Cox and the vendors place me on a Do Not Advertise List. I also want to know why the vendors consistently fail to respect No Advertising / No Soliciting signs. Finally, I don’t think it’s asking too much to have Cox credit me for a month’s internet service considering this issue has been going on for almost 10 years. As previously mentioned, everyone else respects the sign except Cox. And Cox is by far the largest business advertising in my neighborhood.DaveFrom: [redacted] (CCI-Southwest) [mailto:Susan.[redacted]@cox.com] Sent: Wednesday, June 04, 2014 3:39 PMTo: [redacted]Subject: Revdex.com Complaint // Cox AdvertisementsHello [redacted],I am in receipt of your recent complaint filed with the Revdex.com regarding the Cox advertisements placed on your home located in South Phoenix. I want to apologize to you for the challenges you have faced in attempting to resolve this problem. We certainly do not want to cause you any frustration. I do know that the advertisements (a.k.a. doortags) are placed by a vendor that Cox hires and best attempts are made to request that specific addresses should not receive these on their doors. I will be researching why your previous requests have not been followed. However, I do need some additional information from you in order to begin my research. Your complaint did not include the address of the home, please email me back with the street address so that I may begin my research for you. I look forward to hearing back from you. If you should have any additional questions or concerns, please let me know. Thank you.COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist [redacted]###-###-#### Telephone//###-###-#### Fax

Business

Response:

I contacted our local Marketing Leadership Team, who advised me that they will contact our Sales Team and Vendors again to remind them to be mindful of no soliciting signs, in an effort to stop the door tags. Because a portion of this work is done by contractors, we cannot guarantee 100% that doors will not get tagged, but we will contact our sales team, vendors, and contractors with this message. I understand the customer does not want to be contacted by Cox with this information, but I wanted you to know that we are taking action on the concern that the customer brought to your attention. [redacted]Executive Customer Relations SpecialistOffice of the General ManagerCox Communications Executive Offices/ [redacted]

Review: I signed up for a Cox account in september. I was promised that I would recieve free installation upon signing up, regardless of the type of installation. when I received my bill, there was an additional $20 charge on my account. it was an installation fee. I called and asked about it. they said that it would be removed from my account. I just spoke with another cox representative about the charge still being on my account. They refuse to remove it stating that I was made aware of the charge when the promotion at the time stated free installation. I was treated very badly on the phone and they kept dodging my questions.Desired Settlement: I would like the charge to be removed from my account.

Business

Response:

December 3, 2013

Review: We canceled our service when we moved into our new home. We called in 5/22/15 to cancel. At that time we were told that our payment for the May bill was about to go through Autopay, and that since we were canceling before the end of the billing cycle, we would receive a check back for the rest of the billing cycle 5/22/15-5/29/15. June 24th, Cox attempted to take out for another billing cycle, total charges of $144.43. They state that we did not cancel until 6/8/15, and so they credited from 6/8/15 to 6/29/15, which left remaining charges of approximately $40. When they could not get that through, they then charged us a $25 NSF fee. The reason the payment didn't go through was because we had moved and did not update the billing address on file since our account was canceled and paid. When we called customer service to resolve the issue, since we should not be billed past 5/22/15, we were told all charges were valid. The first representative stated that we had a call on 5/5/15 and then no calls until 6/6/15. After 45 minutes of trying to resolve the issue, the representative offered to credit the $25 NSF fee. I asked for a supervisor, and talked to Eddie (operator ID [redacted]) who said that he did see we called in on 5/22/15, however, it was just to get account information. This is incorrect. That call was specifically made to cancel the account. Eddie said that since it was not notated, he could not credit the amount.Desired Settlement: We would like to have the entire balance zeroed out, since we did not use the service for the periods that we are being charged. We do not feel that we owe Cox any money at this time, since our services were canceled before the end of the billing cycle.

Review: On April 13, 2013 I met [redacted] a COX Communication representative at a [redacted] located in [redacted] She explained that all [redacted] members can get "Preferred" Internet service for "$19.95 a month", and the installation service would be "waived". I asked [redacted] if there was 1 or 2 year contract that I would have to agree to for the 19.95 monthly charge, [redacted] responded no you can cancel anytime without any penalty. I then agreed to the 19.95 monthly charge for Preferred Internet service, [redacted] gave me a receipt with her cell phone number ###-###-#### on it and internet service was scheduled to begin on April 15. 2013. I subsequently received a monthly internet bill for $29.99. I did call COX customer service and attempted to explain the situation and I was told that COX does NOT offer a 19.95 Preferred Internet service, I explained I have a receipt and then I was told COX would check into it. After another charge of 29.99 I contacted COX again and was told again COX would look into it. I then subsequently stopped paying the monthly service and spoke to COX with no success again about the 19.95 versus the 29.99 charges.

Today September 5, 2013 I spoke with COX making sure my service was terminated and paid my final bill of 73.58. I also told [redacted] the COX customer service representative over the phone that because of the 29.99 charge instead of 19.95 charge was why I no longer wish to have internet service.Desired Settlement: Refund extra charges, Apology for failing to comply with written contract, Or HONOR the original monthly price 19.95 for Preferred Internet service until I choose to cancel or upgrade internet service.

Business

Response:

September 12, 2013

Review: I began a bundled phone/internet service by Cox Communications and was told I could cancel at anytime, but verbal agreement changed after 2 months.

I had originally sought internet services from Cox by signing up online to request services. A day or so after my request I received a phone call from someone who I now know to be a Sale Rep from Cox (I thought she was a regular Cox Rep calling to coordinate my internet installation). She offered me bundled services - under the following conditions - a specific price that would stay in place for 12 months with the opportunity to cancel at anytime. I verbally agreed to this "deal". I received the faster internet service + a land line service for only a few dollars more than the medium speed internet. Seemed like a decent deal, though I was very concerned about the price. The sale rep even tried to "befriend" me by giving me a tip that the introductory price will expire in a year and encouraged me to cancel before the introductory year price expired and the monthly price would jump on the bundled service. I thanked the rep for her advice and added a reminder to my Google Calendar for a year from that date - to remind myself to cancel services at the appropriate time.

A year passed, and I called to cancel services. I was told by the Cox rep that the bundled services I signed up for were in a "Price Lock" agreement that has a cancellation fee associated with it. Starting at $240 and going down each month (so at 12 months it was $120). I was flabbergasted, as I recalled the verbal agreement, the woman giving me advice of when to cancel, and repeating various times that if I don't like the service I can just cancel at anytime. I would NEVER agree to something that was price-locked. As a graduate student in my final year, I wouldn't even know where I would be living come graduation, so I would never have agreed to a 2 year contract on an internet service.

The Cox Rep who I called that day to discuss the cancellation admitted that, it's true - what I agreed to verbally on the phone with the Sales Rep was not Price Locked. The Sales Rep was not lying when she said I could cancel anytime without penalty, because at the time she said it, that was a true statement. Thirty days into my bundled service, I received a statement from Cox that explained that explained that my new bundled service is subject to the "Price Lock" agreement. And instead of having me sign or verbally agree to a NEW and DIFFERENT contract, that by simply paying my next bill - I would be "legally agreeing" to these NEW conditions. I traveled for a great deal of the summer, and honestly, Cox sends me advertisements on a weekly basis. Because of their incessant advertising and the fact I pay my bill through auto-draft of my bank account - I don't pay too much attention to the mailings from Cox. I usually make sure it's not a bill, and as long as it doesn't have the markings of a bill, I throw it out.

While their "bait and switch" contract tactics may technically be "legal" they are certainly questionable ethically. To tell a customer verbally, spending 30 minutes on the phone explaining and then having the customer agree to a verbal contact - only to switch that deal via a letter and an "opt out" instead of "opt-in" via a signature or another verbal agreement is completely wrong. Cox waived half of the cancellation fee, but I never saw it in my bill. I have had such an issue with them over this and I don't want anyone to go through what I have had to go through with Cox.Desired Settlement: I would like reimbursement in full for the cancellation fee and I would like them to stop this "bait and switch" contract scam.

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 his 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 a Price Lock Guarantee on 8-03-13 when she initially called in on 7-31-13 to get service. Our records show that she was also notified of the Early Termination in the first bill that she received that was issued on 8-03-13. Our first billing statements are always issued at the time the service is started, not 30 days later. The reason that the ETF was so high is that our customer received deeply discounted rates which she enjoyed for the time she had our service. The portion of the Early Termination Fee that has not been credited at this time is $49.13. A credit in that amount has been applied to the account and a refund check will be generated in approximately 3 to 4 weeks. We would like to recommend that our customer contact our Customer Care Center and update her mailing address. If not, the check may not be forwarded. We want our customer to know that we appreciated her loyalty, and apologize for the poor customer experience that she 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: cox changed my rate without any consent- my bill doubled-Desired Settlement: wanted my same plan that I had- never did anyone say anyting

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding the monthly rate. It is certainly not our intention to cause any frustration. Upon receiving the complaint, we had researched their account and identified a two year promotional discount that had recently expired. The customer had also recently made contact with our Customer Service Department regarding the increase with their monthly rate. At that time our representatives worked with our customer to provide a comparable monthly rate. On August 28th, 2015, we spoke with our customer directly to address their concerns. We explained in detail of the offer they had accepted two years ago in effort to clear up any confusion regarding the recent changes to their account. While we understand our response may not be fully satisfactory to our customer, we feel confident as a business that we have done our best to provide successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Review: According to them I owe them a extra 60.00 on my last month bill. I checked my account and the only thing posted on my bill was 4.99 and I paid that now I got my upcoming bill and they claimed that I owe the 60.00 from last month. The way I feel about this is if I owed this amonut then why wasn't on my last month bill? I'm not trying to get out of paying my bills I just want a fair and honest billing so that I know that what ever I owe on my bill that's all. I believe that there practices are not honest and illegal and they shouldn't be able to get away with itDesired Settlement: All I'm looking for is a company that is honest with there billing process so the consumer knows what there are paying for.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding the charges on his Cox account. Please let me begin with an apology for challenges that he has had in resolving his concerns. We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking. The customer was charged for multiple installation charges totaling $180.00. One of the installation fees of $60.00 had been credited on May 23, 2014 due to an error in coding. On June 30, 2014 the consumer contacted our Customer Care Center and spoke with our agent. Due to the problems the customer had with the installation, our agent credited $150.00 in installation charges. Therefore, the customer received a total of $210.00 in credit on his account; $180 toward his installation fees and an additional $30.00 toward his services. The monthly rate at this time is $95.31 per month. The services were installed on May 21, 2014; the balance due on the account at this time is $140.33 for services from May 21 through July 20, 2014 and was due on the regular due date of July 15, 2014. To prevent the balance from going into the past due status, it will need to be paid as soon as possible. It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization. We appreciate him as our customer and look forward to providing him with the excellent service that he deserves. For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####Call: ###-###-####. Our Technical Support Department is available for our customers 24 hours a day, seven days a week. Thank you. [redacted]Executive Resolutions SpecialistOffice of the General Manager

Review: I called Cox to set up a future date of payment for July 11, I needed to set this up as a future date of payment due to my husband having surgery and pain a lot of medical bills Cox agreed to help me out and do so. On July 7 they deducted the payment from my account for $62.99 it was not on the 11th like we had agreed so I did not have the funds in my account due to pain for my husband's surgery, the charge on the seventh was not authorized we had agreed for the 11th. I immediately called Cox to see what had happened I got a representative on the phone who could not give me an answer I told him that the $62.99 charge and now made my bank account overdrawn and was charging me $35 overdraft fee. The representative proceeded to tell me that there was nothing he could do to get my money back it would not take fault and the fact that you guys had on lawfully charged my account without my consent before the 11th, and he proceeded to tell me that if I would like a credit for my $35 overdraft fee that I had to drive from [redacted] to downtown [redacted] to a Cox Store wasting more my time and money why my husband was trying to recover from surgery. I asked to speak to supervisor and I waited on hold for 20 minutes and 32 seconds until supervisor got on the line, when the supervisor got on the phone he told me that if he was to refund my $62.99 back that by the time you made it back into my account it would already be the 11th and they would take the payment again, his exact words were I am sorry we dropped the ball clearly we did something wrong but unfortunately I can't give you your money back in time. I proceeded to ask him so because of no fault of mine and Solely your company's fault I have to say here with my bank account being overdrawn and then charging me daily fees because your company messed up in your representative gave me false information, there was a silent pause and then I was hung up on no one call me back no one responded to anything that I had to say in regards to this matter which was clearly in cox's error. Now due to the fact that they took money out of my account before the 11th as we agreed I have now crewed over $128 in overdraft fees due to this matter I am very upset very displeased and if Cox was not the only Internet provider that I could have in my area I would definitely be going with someone else this is poor customer service very poor management and very very poor treatment I have received as a customer.

Business

Response:

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

Review: Just over two years ago I spoke to a representative named [redacted], I call him to discuss pricing for cable, internet and phone. I had; had Cox in the past and really had no issues. I had just recently had an experience with [redacted] about increased billing from what was originally quoted. So I made sure to inquire about annual or other incremental increases in the billing for services provided. [redacted] assured me the bill would not increase, after the first year the bill went from $79 to $99, I was upset and dug up the old paperwork and notes I had made from the conversation. I went to the local Surprise Cox store to discuss the increase, I was approached by a younger hispanic male who assured there was nothing he could do for the increase for that year, but advised if I it were to increase again above $99 to come back and he would take care of it or me as a customer. So this year my bill is now $147, I called to discuss this with a representative since I have not had time to review this with the Surprise Cox store, I was told I had the lowest service so I could not save any money by decreasing services. I told the young man that this was not acceptable and that I was quote $79 in the beginning with the verbal commitment it would not go up. I gave it one increase but I feel I am being taken advantage of, this was not what I was told nor is it acceptable to lie to increase customer base. If [redacted] had told me the truth and not misrepresented the company I would have sought another provider with a longer commit of pricing. I feel this was a bait and switch and if I continue I would get the come back next year gimmick each time.Desired Settlement: I would like Cox to review the phone call or notes and provide the initial price I was quoted and promised. If that is not possible then I will take my business elsewhere and ensure I or my family has no other relations with them or their affiliates.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding his monthly rate for his Cox services. Please let me begin with an apology for the problems he outlines in his complaint. We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking.

Cox offers new customers special offers when they agree to install services. The consumer agreed to a special cable pricing campaign when he called in and spoke with our Sales Agent on February 3, 2012 and enjoyed reduced rates on his cable services for 24 months. It must be noted that the customer did make changes to his High Speed Internet service and telephone service during this 24 month period which did affect the overall pricing on his account. The consumer’s concern over the rate increasing is due to the campaign for his cable service only. We have fully researched the account and confirmed the following:

• February 11, 2012 -- installed service with a sales campaign that provided a 24 month campaign, including the following:

Ø Months 1 - 12, the cable services were $29.99 – not including equipment, fees, or taxes.

Ø Months 13-24 the cable rate increases $20.00 to $49.99 – not including equipment, fees, or taxes.

Ø Reduced installation charge of $19.98.

Ø Months 1 – 12, a reduced rental fee for the HD DVR Receiver at $2.00/month.

• Months 1-12, the rates for the cable service, HD DVR Receiver, and DVR service fee were $41.99/month (not including taxes).

• Months 13-24, in fulfillment of the 24 month campaign outlined above, the cable rate increased $20 to $49.99 and the rental fee for the HD DVR Receiver began charging at full rate of $8.50/month. The rates for cable service, HD DVR Receiver, and DVR service fee were $68.49/month.

• February 16, 2014 – the 24 month cable sales campaign expired and the customer began to be charged at the full rate-card price for his cable services at $82.99/month; $103.48/month with equipment and DVR service fee.

Cox does offer special discount campaigns for our customers; however, these discounts do have expiration dates and are never for indefinite periods of time. All of our rates are subject to change.

I have confirmed that on June 23, 2014, the consumer has disconnected his cable service and has retained his High Speed Internet Service only. It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization. Thank you.

Executive Resolutions Specialist

Office of the General Manager

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 am not sure [redacted] read the original complaint. My issue was with the sales the sales representative [redacted] who assured me that my bill would not adjust or change. I had advised of the recent experience with [redacted] and he assured me nothing would change, that's the bait and switch tactic I originally wrote about. I did cancel my service due to the lack of attention or response from [redacted] as well as the staff at the local office in Surprise. I am in the process of canceling the internet also I am looking for a quality company that will honor the original terms.

Regards,

Business

Response:

We were sorry to hear that the consumer was unhappy with our response regarding his billing dispute on his Cox account. Upon receipt of his initial complaint, we extensively reviewed all of the notes and records that were available to us. All of the information that was reported in our previous response is based on our written documentation of his account.

The initial sales call wherein the consumer and our Sales Agent set up his cable service, was in February of 2012 – over two years ago. We do not have the recorded phone conversations that were made over two years ago and must base our resolution on the written work order that was placed on the customer’s account when he spoke to our agent. As with every business, a price point cannot be guaranteed forever; prices fluctuate and change with the rising cost of living. We do offer our customers the two year Price Lock Guarantee agreement and that is the furthest length of time that we guarantee a price lock.

Cox always strives to be a leader in customer service. We certainly regret any inconvenience the confusion with his discounted campaign expiration has caused. I have confirmed that his account has been disconnected. We are sorry to lose him as our customer and want to thank him for his patronage in the past. Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

Review: I got married and moved from my old apartment in Tempe Arizona into a condo with my wife in Scottsdale Arizona. My contract with Cox Communications was a bundled service including basic cable, phone service, and high speed internet. This was in January 2014. When I switched my service from the old apartment to the new condo, I was informed they were unable to let me continue to have my internet phone service and thus broke up my package and my bill went from around $70 / month for phone, cable, and high speed internet, to around $120 for only basic cable and high speed internet. I called in numerous times trying to get an explanation of why I was unable to have phone service, as the phone service they provide is internet based, and I was able to have internet service. After longer than a month of calling in and speaking to numerous people, and having the "issue" researched, I was told it was a contractual problem and our HOA must have an agreement not to allow Cox for telephone service. I reached out to my HOA and there is no agreement in place. I was later informed that there was an account representative who was working on my problem, [redacted], who I then started working with. She told me that an upgrade was required to move the connections from the roof to underground, but she has never been able to set up a meeting with our HOA. At that time she informed me that Cox was going to cover the cost of the upgrade, that we only needed to give them permission and to have their people come out to know where to move it to. This was the reason I was told I could not have phone service. I told her about my problem of being charged more for less, and she said she would work on a solution. I have yet to receive a solution, and now they are going to be charging our HOA for the upgrade. Furthermore, when the Cox engineer came out to our property to look for a new place for their equipment, I asked him why it was not possible to have phone service, as to me it seemed the technology was associated with internet service. He informed me that it was possible, that the person installing it or someone just did not want to do it because it was on the roof. I have continued to be overcharged for less services than I had originally, and it still does not look like a solution is being worked on.Desired Settlement: I would like to be reimbursed for the difference between my old monthly payments and my current monthly payments. I would like the price of my service to be the same as it was before I moved under my original contract. I would also like Cox to honor their original communication of doing the upgrade of service with no charge to our property HOA.

Business

Response:

We are sorry to hear about the customer’s poor experience with moving to a new location and attempting to transfer all the same services. The customer has been contacted directly and has been provided a satisfactory solution to address the concern about the billing while a service is not available. The customer is aware of the needed service being reviewed to become available and will be contacted once the process is completed. 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: 1. [redacted] Communications has failed to provide Internet Services in a consistent manner and is unable to resolve the technical issues.

2. [redacted] charged me "Service Call 06/11 $49.95" which was not authorized by me and, worse yet, did not resolve the issue.

3. Now my cable TV services are failing consistently as reported to [redacted] on 7/6/13 (Internet had 0 successful packets as well BTW)

Understand that for each service call, I have spent many hours rebooting and suffering outages as I am a professional in the IT industry. It is only as a last desperate act that I call [redacted] as they are more often than not worthless at resolving issues.

The company has had many service reps out here to my home and cannot repair the issues. This has been going on since at least April 2013. The service fails 6-10 times a day. They have continued to commit to escalate this issue to someone that can resolve it but fail to do so each time sending yet another under skilled technician out to attempt some lame excuse for repair. The "Node" has supposedly been fully replaced/rebuilt in the neighborhood but the problem continued (April 2013).

A tech was sent out on June 11 and tested my internal wiring explaining that it had to be a bad splitter in my attic and connectors - this COMPETELY failed to resolve the issue. In addition, this technician had the audacity to charge a Service Fee to my account "Service Call 06/11 $49.95" and it failed to resolve the issue. This was NOT authorized or disclosed before he performed the supposed repairs.

One day later I was on the phone with [redacted] and they insisted that my Modem (new Feb 2013 – Motorola Surfboard) was defective. Motorola sent me a new one for which I had to pay shipping. The new one did NOT resolve the issue that [redacted] insisted was caused by a faulting modem.

The next rep came out on 6/29 and said the last two (2) reps should have replaced the drop from the house to the hand box. He proceed to do so and in the process cut off my phone, cable TV, etc. (and my neighbor services without warning to her BTW and she is older and was very upset. I suggest that he check on her to make sure her services were up an operational but he DID NOT. He did not know which wire he was supposed to cut…. my old drop, my new drop or her drop. It took him hours in 118 degree heat to figure this out and I could not leave him alone for fear he would cause more damage to my property and landscaping. The [redacted] Service Rep who scheduled this call explained that a senior field technical/management level person would be coming out. This WAS NOT THE CASE). He was poised to dig directly in to my landscaping without any effort to rake rock back in an orderly fashion. I spend the next two (2) hours raking rock back and babysitting this under-trained technician to avoid costly damage to my landscaping and my home. He left a mess of my walk and my box on the wall. In addition, apparently there are two wires in the single conduit in the street crossing to the mail box. There should be one according to this technician. He was unable to replace that piece of wire for that reason yet he took no action to schedule a repair. He was completely confident that he had fixed the problem. Of course, it did not.

On or about 6/11. [redacted] insisted my newer (Feb 2013) Motorola Surfboard modem was the issue. I had to pay Motorola to ship me a new one in time for my return from vacation. The issue was NOT resolved with the new Modem. I am still rebooting the system each day many, many times. The modem "goes dark" to [redacted] yet shows all lights that the modem is functional. [redacted] is unable to explain the issue or resolve the issue.

Since 6/29 I have had to reboot my modem in my home 6-10 times a day. I use it for 2-3 minutes and it goes black ( [redacted] cannot see the modem).

I am a professional I/T consultant with over 30 years experience in networking and system engineering.Desired Settlement: 1. I request that [redacted] escalate this situation to their senior service management and find a resolution so that I have consistent Internet, TV and Telephone services.

2. that the issue with the two lines in one conduit be resolved

3. That I be given a credit for lack of consistent service from April 2013 until this issue is resolved

4. I be given a credit for the 6/11/13 service call ($49.95) This was unauthorized.

5. That the tech that charged me the $49.95 with out consent be formerly reprimanded

6. Charges for shipping both directions for a Motorola replacement charges be credited to my account ($5 to receive, approx $7 to send) and any additional charges I many be subjected to (if any) for seeking a replacement modem for a perfectly good modem based on [redacted] insistence that the modem is bad.

7. [redacted] pull their collective heads out of their pocket and get their service people under control or honestly, get out of the business in Phoenix.

I reserve the right to file an Arizona Corporate Commission and FCC complaint against [redacted] if they fail to resolve these issues.

Business

Response:

August 14, 2013