Cox Communications, Inc.

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.

 

Regards,

 

 Thank you for all your help in this matter, at least you received a reply.

However I would like to set the record straight on a few items.

 

Apparently I did speak to [redacted] the second time I was there, but since he did not identify himself as the manager, nor did he give me a card I really didn't know.

I requested the manager call me. Which he did not do. or even the courtesy of a reply to my letter.

I understand Cox had cancelled my 6 months quote and have given me a new promotion of 1 year at $67.60.1 assume the expiration date of March 2014 is another mistake.. One year would expire March 2015.

1 would like written confirmation as to the correct date of March 2015.

I also do not understand why they did not keep the commitment of $68.31 for even 6 months! My last statement was $70.27.. .Why?

Obviously quotes do not mean much if you don't have PLG.

Again my thanks to Revdex.com.

Sincerely.

Revdex.com Rebuttal

– No. [redacted] – [redacted]

 

 

March 12,

2014

 

We were sorry to hear that the

consumer was unhappy with our response regarding her new rate that we have

provided to her.  Upon receipt of her

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 her account. 

 

Allow me to apologize for my error

in quoting the date of expiration of her new campaign as March 2014.  To correct myself, the campaign is in effect

for 12 months and will expire in March 2015.

 

In response to her inquiry regarding

the monthly charge for her January 19 – February 18, 2014 statement for $70.27;

she was receiving her rate of $68.41 and she had an additional charge of a long

distance call in the amount of $1.86. 

This brought the total due to $70.27. 

 

We

regret that the consumer is not happy with our company’s response to her

request.  It is my hope that

the information I have outlined here will assist in resolving her

concerns.  If she should require

additional assistance, she may call our Customer Care Center at

[redacted].  Thank you.

 

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox Communications

Revdex.com Case # [redacted]

It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.As of November 23, 2015, our Corporate Office had been in contact with the customer regarding their...

concerns. On December 4, 2015, we followed up with the customer and confirmed their issues had been addressed and the services are now working correctly. We are confident that this complaint has been successfully resolved.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide a successful resolution....

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I attempted to contact Cox within 5 minutes of their first voice message.  They did not answer or return my call within 24 hours.  I called back a second time and left a message and still no return call.  I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6.  I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7.  Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is.  I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com.  I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox). 
Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is.  I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is.  My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution.  So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.  We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their concerns and provide a successful...

resolution.As always, We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region

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

We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.

While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.

We hope this information has been helpful for final closure to the client’s concerns.

Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time...

and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that.  Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox.  Regards,[redacted]

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We are working directly with the customer to provide a resolution.We appreciate the...

opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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

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

Revdex.com Case #[redacted]

 

We are sorry to hear our customer is not pleased with our promotional and standard pricing. We made contact with the customer. We provided a satisfactory resolution at this time for the pricing. The customer is aware of the time frame of the...

pricing.

 

Thank you for your time and consideration.

 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Revdex.com complaint # [redacted]
We were sorry to hear of the...

difficulty that the customer has been experiencing with our company.  Due to the concerns that he brought to the attention of your office, our Field Leadership contacted the client directly to coordinate a resolution. We were advised that our technician was able to work directly with the customer today and have the cable reinstalled at the depth the customer was looking for.
We hope this information has been helpful to your office.  As always, we appreciate the opportunity to assist a customer.
Catherine/Cox Communications Executive offices/ Arizona

We were sorry to hear of the confusion our customer recently experienced with our company. 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  The customer states in his documentation to your company that they have experienced...

difficulty receiving credit back to their charge card from our company.  Our records confirm that the August 2, 2014 charge of $161.41 was credited back to the customer on the 26 of the same month.  While we do not control the amount of time that the consumer’s financial institution may take to process the credit for the subscriber, we can confirm that our Accounting Team has done their due diligence and processed the credit.  We do suggest in situations such as this, that the customer contact their bank to confirm that the credit has been processed on their end.   We would also like to point out that payments made with credit cards can always be reversed by the consumer, within 30 days of the transaction.  This procedure is initiated by the customer, and processed by their financial intuition.

In regards to the delayed install situation, we can confirm that the first request for installation failed, after we attempted to clear the rocks and dirt from the conduit line.  The installation order was rescheduled and the outside line work; a hardened drop, was scheduled to be completed.  Because of the location of the other utilities, and the permit process that we are required to complete per our agreement with the City; a sketch was drawn up for the City by our Engineering Team in an effort to expedite the installation for service request. While we understand that the customer is dismayed that we were not able to install services right away, we want the Revdex.com to know that we are diligently working with all parties involved to provide the service to the customer.  Our Construction and Field Team has been in contact with the customer directly to keep them up to date on the steps of the process. Our office will continue to work with all parties involved to ensure that we continue to do everything in our power to speed up the process that we must endure, to provide service to the customer.  Once the line work is complete, we will work directly with our Sales Department to reinstate the original quoted rate for service.  

We hope this information has been helpful to the Revdex.com, as well as the customer.  Because the customer also filed a complaint with the Attorney General’s Office in regards to this concern, this information will also be sent to their office.  Thank you.

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

April 10, 2014

Revdex.com rebuttal # [redacted]

We are sorry to hear that the customer was unsatisfied with our first response to the Revdex.com.  The intention of our company is to be as helpful as we can to all of our client’s questions.  We are sorry that the subscriber feels that we have not been successful in providing him with the information that he was looking for.

We have been advised that the original sales calls that the customer refers to in his Revdex.com rebuttal are no longer on file, so we are unable to review the sales conversation from February of this year.  We have also been advised by our Marketing and Billing Leadership that our company has never offered a free DVR on a two year contract.  Our records also confirm that the customer is not locked into a PLG—(Price Lock Guarantee) and the customer has the option of changing his services at any time, without penalty.   We suggest the customer contact our Care Center at [redacted] to discuss his service and package options.

We sincerely regret the confusion and difficulty that the customer experienced during his recent transfer, and we hope to regain the customer’s faith in our company.  The subscriber’s long-time patronage is recognized and appreciated.  We hope this additional information has been helpful to the Revdex.com, as well as the customer.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

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

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April 4, 2014
 

We would like to thank the consumer for taking the time to file his concerns regarding the rebate offer he is to receive from Cox.  Please let me begin with an apology for the delays he has experienced in receiving his $250 rebate.  We certainly do not want to see our customers struggle in trying to receive an offer that was part of their installation offer.  We strive to make the rebate process seamless and simple for our new customers.
 

The customer contacted our corporate office on March 17, and worked with [redacted].  [redacted] researched the initial rebate distribution and found that the post office had returned it back to the vendor as undeliverable.  Therefore, [redacted] requested a new rebate to be issued and was told that the new rebate would be processed and sent to our customer.  They have informed us that the rebate would take approximately two to four weeks to arrive. 
 

I have contacted our customer today and he has not received the rebate as of this date.  We are in the process of tracking the rebate delivery and I let our customer know that I will be his advocate until the rebate has been received.  As a courtesy for the inconvenience and delay in receiving the rebate, I have provided a $25 credit to his account today.  The customer has my contact information and we will work together to ensure that the rebate is received.
 

We sincerely regret that he has experienced these delays and we hope that we are able to regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and we appreciate him.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

February 27, 2014

Complaint ID [redacted]

We are sorry to learn that customer continues to dispute his billing.  A thorough review has been conducted. We apologize and understand the customer is referencing the last three month’s billing.

The customer was given a courtesy reduction of his Internet pricing In December of 2013, which reduced the rate by almost 50% off of the then current monthly price of $55.99 for 12 months. This discount while still in effect, did not prevent the customer from being impacted by the November 2013 general rate increase that impacted all of our Internet only customers thusly the customer’s pricing increased by $7.00 a month. We apologize if the customer was not aware of this increase despite our notifications in the customer’s billing statement. 

On January 21st the customer was given a credit of $12.60.  On February 12th the customer was given a credit of $12.90 and two late fees were credited to his account.  In addition to this the customer was placed on yet another discount that lowered his pricing to just $31.50 a month for six months; a 50% reduction from the current normal pricing of $62.99. 

We have reviewed his billing extensively and find no more credits are due.  We have consistently and significantly reduced the customer’s pricing from the normal standard pricing that most of our customer’s pay for the Preferred speed internet. We believe we have been more than cooperative and accommodating to the customer and suggest that going forward the customer may wish to downgrade to a lower speed at a lower rate.  

We once again thank the Revdex.com and the customer for the opportunity to respond and consider this matter resolved. 

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concerns and provide a...

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