Cox Communications, Inc.

Review: I was told I had a 2 year contract at one price and now they're denying it and raising my price per month.Desired Settlement: I want what I was told my payment would be for the next two years.

Business

Response:

June 6, 2014

Revdex.com – Complaint ID [redacted] – [redacted]

We would like to thank our customer for bringing her billing concerns to our attention. The complaint that was filed with the Revdex.com was directed to my attention for research and resolution. We are sorry to hear that our customer felt that she had no other recourse than to contact the Revdex.com to get these concerns resolved. We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue. It is always our goal to assist our customers to the best of our ability and provide excellent customer service.

Upon receipt of this complaint, our customer’s account was researched thoroughly. We offer our customers many different pricing opportunities which sometimes can be a bit confusing. Sometimes there is a base promotion that is set for 1 or 2 years, and we also offer special promotions that can have varying end dates.

We are providing the following details:

4-18-13 - Our records indicate that our customer accepted a 24 month price lock guarantee which protects the base service rates from any general rate increase during the period of the Price Lock Guarantee. Our customer received documentation with her billing statement that highlighted those items under the price lock.

Our records further indicate that there was a special promotion added to the video portion of the services on that same date. The promotion provided for a 40% discount for the first 12 months which reduced to a 20% discount for months 13 to 24.

9-08-13 – Customer called seeking an additional discount. A $5.00 discount was added to the telephone service. This discount is in effect until 8-07-14.

12-04-13 – Customer received a 3 Premium channel discount rate of $15.00 which is in effect until 12-03-14.

12-04-13 – Customer contacted us once again seeking an additional discount for her service. A $10.00 discount was applied to her Internet service. This discount is in effect through 12-03-14.

5-10-14 – The current billing statement was issued and included the price increase which was due to the reduced discount on the video service as noted above in point #2. There is a $17.51 increase to the customer’s monthly billing.

There are several instances throughout the account note history indicating that there were discussions regarding the different discounts on the account.

After completing this review, it has been determined that there are currently no options available to reduce our customer’s monthly bill. It appears that at one point in time, our customer had 6 different discount campaigns on her account. We are no longer able to “stack” campaigns as we did in the past. The only option to reduce our customer’s monthly rate is if she would remove the premium channels on her account.

We want our customer to know that we appreciate her patronage and hope to have a long relationship. If she has any additional concerns, she can contact our Customer Care Center at [redacted]Call: [redacted] or contact us on our web site at [redacted].

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

Consumer

Response:

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

The Business failed to indiecate I called them and spoke with the loyalty department a few times to try to resolve this. I didn't Immediately to the Revdex.com. I want my bill back down to $150 a month as I was guaranteed. Thank you.

Regards,

Business

Response:

June 19, 2014

Revdex.com – Complaint ID [redacted] – [redacted] - REBUTTAL

This is in response to the rebuttal that our customer submitted regarding the response that we provided on her complaint. We want to acknowledge that we are fully aware that our customer had several conversations with our Customer Loyalty Team regarding the pricing change that occurred on her account. We are also providing a copy of her May 20, 2013 statement which identified that the video portion of her services had promotions included in the pricing.

A decision has been made to provide the customer with a $17.00 manual credit for the price change that occurred on her video service taking it from a 40% discount to a 20% discount. This manual credit will be applied for the life of the Price Lock Guarantee that ends on 4-18-15. A lump sum credit in the amount of $34.00 has been applied for the April and May statements.

We are providing the following details regarding changes that will occur in December 2014:

12-04-13 – Customer received a 3 Premium channel discount rate of $18.00 which is in effect until 12-03-14. Customer has the option to remove the premium channels at that time.

12-04-13 – Customer contacted us once again seeking an additional discount for her service. A $10.00 discount was applied to her Internet service. This discount is in effect through 12-03-14. There is nothing currently available to extend this credit.

Total price increase at that time will be $28.00 per month.

Again, we want our customer to know that we have appreciated her patronage and hope to continue our relationship. If she has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

Consumer

Response:

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

this is to inform you that I'm opening this case again as Cox has reneged on their verbal agreement to keep my contract for a year at $150.00 a month. I've been being charged anywhere from $179.00.I do not accept their agreement until I get this in writing and am proven they have not reneged by this action including setting my billing straight. I refuse to fight with billing every month about this. Thank you for your prompt response in this matter.

Regards,

Business

Response:

October 10, 2014

Revdex.com – Complaint ID [redacted] – [redacted] - REBUTTAL

This is in response to the rebuttal that our customer submitted regarding the response that we provided on her complaint. We want our customer to know that we have not reneged on our agreement. In light of the fact that these are manual credits there is always a risk that one might be missed. We apologize for the inconvenience that this caused our customer.

We applied the credit that was missed in September and have applied the October credit as of 10-08-14. The current balance on the account is a credit balance of $32.46. We will be contacting our customer to advise our recommendation to provide a lump sum credit for the balance of our agreement from November through April at $17.00 per month for a lump sum of $102.00. The customer would then continue to make the $154.66 agreed upon monthly rate and the credit will adjust accordingly. We believe that this is the best course of action to eliminate issues such as the recent missed credit.

Again, we want our customer to know that we have appreciated her patronage and hope to continue our relationship. If she has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

Review: [redacted] # [redacted]

XXX-XX[redacted]

*ccount # XXXXXX- [redacted] Communications

[redacted]

CC: Revdex.com, *T*, **, [redacted]

To Whom It May Concern:

I am only seeking assistance from you because I have tried over and over, and have documented over 13 hours with [redacted] trying to get my concerned fixed, and all I ever get from every single employee including managers is a sales pitch to upgrade services I do not need.. It is nearly impossible to communicate with these people. I have some serious problems with this company and I need your help to get it fixed. I will make it short and to the point, I listed my two basic concerns:

• March 6h, 2013- My mother ( unauthorized on my account ) walked into a [redacted] communication store to return a receiver and the [redacted] employee upgrades the boxes and gave her all the equipment charged me for HDMI cords, and new receivers

• *pril 2013- I call to inquire on internet prices, I NEVER agreed to have the services added, the [redacted] employee added the services without my authorization.

I have tried to reach out to this company and I have hit a brick wall. Something needs to be done; they are abusing the public and fully taking advantage of the average consumer. How do they get away with sending my mom with equipment? When they added the internet services a modem number would have had to been given to them in order for the internet to work. When I call to complain, I am given the wrong number to their legal department and all their employees try to do is upsell every single time.

• I want to see a signature of where I give them permission to upsell my mom and release equipment to her.

• I want an explanation of why they charge me for the internet when I did not approve it and they know the only way for the internet to work is if I provide them with the modem number which I never did.

If they did this to me they do it all the time, this tells me there are not controls in place for confirming a sale, the scariest part is that they upsell anyone they are in contact with and will release equipment to just about anyone. This is Class-*ction Lawsuit, and I fully intend on exposing these practices.Desired Settlement: I want this company fined for what they have done to me. I would like this company to provide *nd implement controls where they show signatures of customers taking equipment from their offices. I want to see controls where consumers have to go through second form of verification to confirm the consumer has *greed to the up-sale, *nd prevent the employee for just *dding services to the consumers *ccount without *uthorization. I would like the courts to subpoena *ll company records to show they have not done this to *nyone else, but I know this is not the Revdex.com *nd we will *llow the other side of this handle that. I will request * refund through the courts.

Business

Response:

August 15, 2013

Review: When this dispute happened from the start, I asked for an agreement. I kept getting the run around. I wanted to pay the bill in 2 payments in a months time. They said it was up to the supervisor. I waited for a call from one but never got one. Then my service was tured off. I kept calling and I kept getting the same answer. No one would help me. They said that the supervisor can or the field guy can. I cant remember how many times I called. Each saying the same as I kept a look out for the field guy. I even tried to make a payment but they wouldn't take it. When the guy came out he said that he doesn't do that but takes equipuement that was Cox. I even got some You should of called before he came or why didnt you pay when they shut it off or before? They didnt listen at all. When first doing Revdex.com a Mrs [redacted] said she will do everything to make it right in the letter to you. But she didnt even call nor return the calls we made. We got a hold of her by mear luck and she sounded stunned by it as well. We asked what she can do for us, she said that she would look into it, she thought was wrong as well. We made repeated calls to see what she found,all we got was the run around. How to help get this matter resolved, She never returned nor emailed. NOTHING. She was like everyone in Cox passing the buck and hope it goes away. Cox is a big company. I dont think they care to help it seems.Desired Settlement: I want my account to be reinstated, I want someone that actually cares about people to call me, and get this resolved. We were with cox for a long time, long before this happened, and for them to just drop us like that and not even consider what or if I was going through anything was horrible. I know I still have money I need to pay, but I would like them to call me and try to resolve this.

Business

Response:

We would like to take this opportunity to thank our customer for letting us know how we had failed to meet his expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. We would like to take the time to apologize to our customer for the inconvenience that he experienced with respect to the collection item on her account.

Unfortunately, there is nothing further that can be done for this former customer until the write-off amount on the account has been paid. We are attaching a copy of the e-mail communications that we previously had in October of last year on this same matter. This communication was a result of a complaint that was filed with the [redacted]. In August of 2013, there was a returned check and even after that one of our representatives provided a fairly large credit on the account in an attempt to satisfy this customer’s concerns regarding the loss of a discount campaign.

We want our customer to know that he was a valued customer, but we are unable to do anything further at this point. We apologize for the inconvenience that he experienced regarding this collection item. If he should have any further concerns or questions, he can contact Customer Care at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Consumer

Response:

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

There was no complaint to the [redacted] (so don't know what that is all about. Before the cable was turn off the first time we were trying to pay before hand, when finding the direct withdrawal was not as we though. We talked to many people at cox trying to make payment or make arrangements. Every time we did, we got the run around as I mention before in the first letter to the Revdex.com in regards of cox. When turned off the first time, we kept calling and it was the same result. The credit they are mentioning was made because the contract was never told that it ended nor anything issued in regards and found in fault. Still in the phone calls no one would take my payment. Even was told that I should of payed before it was turned off. Again the run around for over 2 months with wait for a supervisor for call or wait til a guy comes out to make arrangements before turning off the second time. I waited while calling with great patients still asking to make payment. I was told I couldn't, wait for supervisor over and over. By this time, the bill and then some would of be paid. But no one would take it. When turned the second time, the guy whom can out said he had nothing to do with it. Then finally got a supervisor whom said you should of paid it before it was turned off the second it in which I could not believe she said that when I said it before how over a month. Even now I am and you as well in the Revdex.com notices that in the letter you received does give a phone number that is a general line that I call over and over for help. THESE PEOPLE AT COX DON'T REALLY CARE IN HELPING OUT THE CUSTOMERS. The people who work there are like trained robots whom just say the same thing over and over not wanting to help because it does not say in that robot book of theirs to!!!

Regards,

Business

Response:

This is in response to our former customer’s rebuttal. He stated that no one responded to his concerns. I am attaching a copy of the e-mail that was provided to him in October of last year. Nothing has changed since that date and the account still has the write-off as identified in the e-mail. We always make every effort to work with our customer. Bottom line, there is a balance due of $551.77 that must be paid before service can be reinstated. A credit in the amount of $174.78 was applied to the account in August to assist the customer with his concerns regarding the lost campaigns. We have gone above and beyond for this customer. If he should have any further concerns or questions, he can contact Customer Care at [redacted]. Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Review: Internet Speed slow static on phone and home security cameras work when they want. Basically we have had many calls to the office and many techs out to fix our issues. We have been told many different contradicting stories from every tech all saying one thing is better than the other all have been in a rush to tell us nothing is wrong. Finally got a tech to drop a homerun line for internet that made things better for awhile. Till we had another 5 techs out who could not identify a burnt tap outside the house. Finally after a tech spotted that he scheduled a maint truck to come out but no show no ticket in the system. Had to schedule another tech to come out identify the same issue to be able to schedule another apt for the maint truck to come because they cant just call maint. Finally after so many techs and so many calls they came and replaced it. Now we are slow again when we pay for the fastest internet service cox offers. Hard wired tests pull 40s download and 30s upload. With wireless services almost everything we run running around 1mg to 40 and up 1 to 15. Keep in mind we cant stream anything watch videos or game basically we cant do anything that requires interenet. Called into the office to get maint over here again go to contractors first who dont put in maint tickets then followed by calls to the office to get well we have to send a tech first. They have sent many techs here please send maint truck look at our history of 15 plus techs here. Overall I could go on and on but nobody communicates with anybody at cox nobody tells the truth and nobody cares about helping you fix the issue. They want to come in replace a brand new modem provision it and say ok your good to go all with a smile on. I dont care about smiles I want at least half of the service I pay for. I want someone to admit there is a issue I want a person to be held responsible for fixing this. nobody to complain to. Complaints get pushed back to supervisors who have no accountability.Desired Settlement: Of course we would like to be refunded but honestly we just want our internet cameras and phone to work well and get what we pay for. We want a maint supervisor to look at the head end and actually take time to find our issue and resolve it in a timely manner. I used to love cox and I still do love the cable but the data we receive is a fraction of what we are paying.

Business

Response:

April 26, 2016—Revdex.com complaint # [redacted] account We were sorry to hear of the concerns that the subscriber brought to the attention of the Revdex.com. Due to the service issues that the client described, we contacted our Field and Network Leadership for assistance. We also have reached out directly to the customer and offered assistance in resolution to the matter at hand. We hope this information has been helpful to your office. Thank you for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona

Review: Ive had multiple issues regarding service from Cox and specifically the ON DEMAND service.

It never works. We are constantly calling to resolve issues and this service is not performing as it is intended.

There is no value to it.Desired Settlement: Compensation for bad service, our wasted time and repairs so we finally get what we are paying for

Business

Response:

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We contacted our customer to address his service issues and he does not want us out to his home as he has had several techs out and still has an issue. We explained that we are unable to identify an issue from our office as the signal looks good. Our customer is still unwilling to allow us access to his home or yard. Cox is willing to work with our customer to resolve the service issues but we are unable to do anything more until we have access to his home or yard at minimum.We apologize for the inconvenience that this is causing our customer and we want him to know that we are deeply committed to being his most trusted provider of communication services. We will consider any information he provides us regarding the issues he is experiencing but at this time we are not able to do much more without access to his home.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Consumer

Response:

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

Your response is full of half truths and is deceptive in nature. We did speak about the multiple times people have been here for repairs and yes my very pregnant wife does not want you back in here without a plan to just keep pulling wires senselessly through our bedroom (where the main junction of wires is located). Although I do not want you in my bedroom again, I realize that we are going to have to have you in there at some point. I have never said you cannot come into my backyard. The big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding it. My complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this point. I have taken the time to email you recent video and pictures as proof and backup. You have sent multiples of technicians out here and have failed to correct the problem. You have wasted my time, money and patience, which, after dealing with this for too long, deserves compensation. Further, you left me a message at 10:37 AM this morning asking about scheduling someone to come to my house. It appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your message. I find this funny, because when you initially contacted me I took a substantial amount of time to go over my problems. It was in the middle of a very busy day and asked you politely to call me back in the morning after you reviewed my issues and my request for compensation. I was clear and specific about a time to call me back, we agreed you would call at that time, yet it took you over a week to contact me again. I was patient, called customer service and documented the issues I was having and had the supervisor note the account and give you a message to call me when you could. The fact that you gave me no where near that courtesy seems unreasonable. Please be aware, I am a business owner, I have internet marketing people & an attorney on staff, the Revdex.com is the first escalation to resolving a problem that could not get resolved within your current management and this has become more about principle than money for me. You will not take advantage of me any longer and will pay for the frustration of providing an inferior product, giving me inadequate service, sending me unprepared technicians and charging me full price for it. Here is where we stand: You can come work on the outside of the house anytime you like. There is no dog and the gate has no lock. When you have buried the outside line properly and determined that there is no issue with it, I will schedule someone to come work inside the house. (Since you have been in the house multiple times, I think it is reasonable to work on that first, since it has been half-assed from the start.) Please provide a breakdown of the credits you are providing to compensate for the improperly functioning product. (I believe you should credit multiple months, in full). To be clear, I am not aware of any resolution to this point, so please quit asking me to close out this Revdex.com file before you accomplish anything. Fix the problems, realize that your company has caused damages and taken undeserved money from me and make things right. I feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling.

Regards,

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his service issues. We sincerely regret the inconvenience that he experienced with our company. Since receiving the rebuttal we worked with our customer and arranged a visit to his home by our Field Service technicians. During the visit the technicians made some corrections to improve the service signal. We reached out to our customer to confirm the service is working correctly since our visit with no response. We will be happy to assist our customer if he contacts us. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Review: I was told services would be 120 before tax. I never paid a bill under 200. Then I was hung up on and ignored by multiple reps.

When I started with Cox, I was a [redacted] and [redacted] customer. [redacted] wasn't amazing so when I received a flyer in my mail box for $19.99 internet, I called right away.

The gentlemen in your sales department was so nice and even told me to pull out my [redacted] bill; mind you I was happy with the service and the price, your sales guy wow'ed me over with all of these promotions. He said the best bundle you have I would be paying $120 a month before taxes and what not. This was the beginning of my nightmare.

They came to install my services and left the wrong box. I am a very patient and understanding person, so I simply called and asked how to get the correct one. They said "just go into the local store and exchange it." Upon getting to the store, that wasn't the case. I had to have technician come out and install the box as they don't have them in the store. Day wasted, no biggie. Then I was happy for a month or so.

I WAS happy until my first bill came and it was no where even close to what I had agreed to pay. Here I am with this amazing bundle, most of which I told him I would never use (Free HBO, Phone line..etc) I was told that the 75 in savings you get from having it make it cheaper. Well that doesn't help me any when I am now paying 175 BEFORE taxes. THIS IS WHERE IT GETS UGLY.

I called your retention department after being told that is who I needed to speak to in order to get this fixed.

First Call: I was hung up on. I heard her laughing and do her intro, then the light went dead. You need my phone number to look up my account so shocked when she doesn't attempt to call me back.

Second Call: 20 minutes of wasted air. I told the agent what was going on and what was wrong and just as she starts "attempting" to resolve my issue. To my shock and amazement I am basically put on mute out of no where. Do I receive a call back....? Nope. After all that, second hang up.

Well I am still holding out hope that your company will make things right......That's a joke.

I moved to a new home and wanted to take services with me as I do enjoy what I have for cox and just knew you guys would make this right...... The man comes to install in the home and let's talk about shoddy, There were cables hanging out at every wall. He left pieces of cable EVERYWHERE. The cable outlets were so far away from any of my tv's that the one in my livingroom literally was stretched and the box in the air. . I wasn't home when this happened as I was in a moving truck. The modem wasn't even in a room where there was a computer. Which was in my living room. Okay so this is ugly, I will just try to fix it myself. Then it get's worse......

I have no internet night one. I call the lady refreshes my signal, I have internet once again. Next day..... cable.. what cable...... none of the tv's worked, if they did get signal it was so choppy and distorted and seconds later a blue box with a different code pops up and tells me to call in... This is getting really annoying........ So I call they say it's a bad signal issue and I begin to tell your rep about the horrible service and experience I have had. He connects to me to retention once again, but guess what.. this time it's closed.. well that went over well.. He had to send a tech over before it was showing that I had poor service quality.... you don't say....

The tech shows up on Sunday and ends up spending close to 3 hours here fixing the first techs mess, but says they still need to send someone out (today) because your lines are bad. So here I brave your retention dept once again.....

The young man I spoke with this time, yes, very nice but basically told me to drop my bill down we need to drop a box and even then we are still 25 bucks from what I was originally promised. Like I said.. I only called in the first place for your internet..... I was then in tears withDesired Settlement: I want my bill fixed for this entire mess. I also want to be charged the 19.99 for the internet like I was promised, or that can be canceled as well.

Business

Response:

We have made direct contact with the customer and will continue to work with her in an attempt to resolve the issues that she brought to your attention. Thank you for the opportunity to assist our customer. [redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

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

Awaiting resolution with Cox agent. Do not feel comfortable closing it yet as we havent reached a decision. Regards,

Business

Response:

Revdex.com complaint [redacted]--# [redacted] We apologize that the customer was unhappy with our first response. We will continue to work directly with this customer in an effort to restore her faith in our company. We spoke to the customer in detail and her comments have been forwarded to the appropriate leadership for further investigation and review. Per our conversation with the customer, our goal is to find an Internet package that will fit into her budget and her needs. As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Review: well just move to our new apartment complex which nly allows you to basically have cox only I have called once a week since I got this service this is my second complaint with cox my bill is 262.00 dollars and I don't know why im not going to pay that amount when the service is not good my wi fi keeps going out and it breaks my heart because my 9 year old son gets upset because he cant play his x-box one which requires internet its just frustrating being on hold then having them not being able to help and all you get is an apology I got a call from a Jenny from the customer resolution team she was going to give me a five dollar discount on my dvr service she was supposed to call me back and never did and when I signed up for service the told me encore was part of my package and guess what its not it has been a nightmare sorry to say im not going to pay 262.00 for a service that has not been right since before day one im already tired of having to waste my time calling once or twice a week I need someone to take responsibility and stop passing the buck around thank you muchDesired Settlement: better service and my bill well adjusted

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and service issues. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns brought to the attention of your office. To address the service issues he was experiencing our customer recently had a field technician out to his home. During this visit the field technician was able to identify and resolve the concerns our customer was having. In response to his monthly rate concerns, an agreeable rate was accepted by our customer. 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. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I have a residential cable service with Cox. I called several times over the course of 2 weeks to renegotiate our Cox bill after our recent year-long promotions expired. On 3/1/2016, I spoke with Caleb. He put into effect a YEAR LONG promotion on our account, in which our total monthly bill was to be 82.99, for a HD DVR box, basic cable, and one channel upgrade (includes kids programming). After I was transferred to the billing department to have our previous bill adjusted to reflect our new billing amount (which was done without error), I mentioned to the billing supervisor, on that same day, 3/1/2016, Brittany, that our promotion was to go the whole year, and she said, actually, it is SIX MONTHS long. I said no, that's not what Caleb told me. I asked her if all calls were recorded, she indicated yes. So I expected to be transferred back to a supervisor, and the deal that Caleb quoted to me applied to my account given to me. The supervisor indicated this could not be done. I tried again on 3/3/2016, spoke to Johnny, who indicated they will not honor the deal, and an additional supervisor, Jeff ID [redacted], who indicates they will not honor the deal, despite admitting this is what I was quoted.

My mom and sister live next door to me, and they were also quoted a year long deal, I put my mom on the line with Jeff, ID [redacted], so that their deal with similar pricing could be applied to my account, come to find out, Patricia, in the loyalty department, also quoted them a year long deal, but actually applied a six month deal to their account. They will be opening a Revdex.com complaint shortly after me.

Cox is very dishonest with their pricing. Each time you call, you get a different number quoted to you. I called at least 20 times to try to get the best price. On 2/24 Matthew quoted me 80.38 for my package, for a 6 month deal. I would have taken that deal, instead of the 82.99 for 6 months. They need to honor the year long deal they quoted.Desired Settlement: I want Cox to abide by what I was told by Caleb, to honor the 82.99 price for one year. I also want additional credits made to my account for the hassle that I am having to go through to make them do the right thing and honor what they said they would do to begin with. Since they tape all their phone calls and admitted they quoted me this price, this should not be hard to do.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of our office we reviewed the call in question to verify the promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of our office we reviewed the call in question to verify the promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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:

my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site. We both had the same exact issue. We are next door neighbors. We both asked to be compensated for our time for making your business do the right thing. My mother was compensated 25 dollars, and her issue was resolved the next day. Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars. My mother's address is [redacted] Mine is [redacted] Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors. My mother did not. Do the right thing.

Consumer

Response:

my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site. We both had the same exact issue. We are next door neighbors. We both asked to be compensated for our time for making your business do the right thing. My mother was compensated 25 dollars, and her issue was resolved the next day. Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars. My mother's address is [redacted] Mine is [redacted] Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors. My mother did not. Do the right thing.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the bringing our customer’s additional concerns to our attention. We would like to apologize for the frustration with the amount of time it has taken to resolve her issues. It was not our intention to cause any further aggravation to our client. To remain in good faith with our long time customer we have issued a $40 credit to her account. She will see this credit posted on her April 2016 statement. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Business

Response:

Revdex.com #11253745 We would like to thank the Revdex.com for the bringing our customer’s additional concerns to our attention. We would like to apologize for the frustration with the amount of time it has taken to resolve her issues. It was not our intention to cause any further aggravation to our client. To remain in good faith with our long time customer we have issued a $40 credit to her account. She will see this credit posted on her April 2016 statement. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: Since September 2014 I have experienced little to no internet service. Not less than 9 repairmen and19 calls to Cox has not resolved the non-working service that I have paid for each month. While Cox admits there is problem, they have no solution. I have spent no less than 15 hours waiting for 'repairmen' who show up past the three hour window. I am told that Cox will possibly refund me less than $2 a month as my internet and cable services "are bundled." A couple of years back my cable went out for half a month and Cox refunded me less than $2 because they claim the service was 'bundled' and that's what I was actually paying for cable. According to Cox, this would make my monthly bill around $4 vs. the nearly $100 monthly fee I pay for their combined service(s). It appears that Cox Communications is engaging in deceptive practices. When Cox can't fix one service (cable) or another service (Internet) whichever service isn't working, automatically turns into a less substantial and reimbursed cost to the consumer.

,Desired Settlement: I want my internet service to work correctly without delay. I do believe that Cox's proposed offer of less than a $2 a month 'refund' probably violates some consumer protection act(s). I would propose a 50% credit of my total bill since the service issue began in September of 2014 and until the service is working properly.

Business

Response:

[redacted] Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the [redacted] has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox has for a few years not delivered serves according to contract . The [redacted]'s pay 200.00 a month for premium services, because Dr. [redacted] need to reliable internet to get to life saving information for Pt's. Every day they have to reboot or have no connection, 1 to 2 time a month that call for a service tec to fix the problem...it is a fail every time even if they leave with it working temporarily and the issue is never fixed. We have some documentation showing what we would call a breach of contract.Desired Settlement: The out come we want is to be created a year of poor serves even tho it been happening for 3 years now, and a fix to the problem.

Business

Response:

Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues. Due to the concerns that the subscriber brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but due to privacy rulings in place we urge the account holder to contact us directly to better assist them. We hope this information has been helpful to your office. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

We do not accept the response, we want a resolution of compensation of services dating back to when we started the Cox Ultimate. From the start we did not get the said services till this past week. What the Cox response is referring to a scheduling mistake made by them, we have records to prove this .

Business

Response:

Revdex.com #[redacted] We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service. She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back. Once she reaches back out to our office we will be happy to further assist her. Thank you for your time and consideration. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: August of 2013 I had Cox disconnect my internet service. They still bill me for this. I have called many times with no resolving the issue. Also I had my cable on seasonal hold. To reconnect they had to come to the property. I had to be there in a certain time period. They missed 8 appointments. All I see on TV is how great of customer service cox has. Please correct these problems.The address of the property is [redacted]. Thank you.Desired Settlement: Cox needs a public record of the kind of service they provide. They shouldn't be allowed to do business in Az.

Business

Response:

March 27, 2014

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your former Cox account. It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015. All charges (minus the on demand movies) have been credited. You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016. In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your former account. My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]

Business

Response:

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your former Cox account. It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015. All charges (minus the on demand movies) have been credited. You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016. In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your former account. My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]