Cox Communications, Inc.

June 30, 2015 Revdex.com complaint # [redacted] We are sorry to hear that the customer is unhappy with her monthly rate with our company.   Due to the concerns that the customer brought to your attention, we contacted the customer directly and...

discussed her concerns.  While we were not able to continue to give her a discounted rate for the service that she has, we did discuss her billing options and scheduled a service call for her Internet service to be checked. We always appreciate the chance to help a valuable customer so we thank you for the opportunity to assist!  [redacted]/Cox Communications Executive Offices/ [redacted]

[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 11595035, 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,

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
 
Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/16 and 6/24/16. On 5/26/16, the Cox Representative offered our customer the new promotional rate and advised it would expire after 12 months. The customer agreed and accepted this offer presented by the Cox Representative. On 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interaction. After reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rate. However, due to the confusion at that time the Cox Representative on 6/24/16 assisted our customer and applied a manual adjustment for the amount mentioned in the complaint.
 
We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurate. In addition, feedback will also be provided to the appropriate leadership regarding their experience.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I consider this complaint resolved as long as the cables stay buried.

Regards,

Jeannie C[redacted]

We would like to thank the customer for taking the time to file her concerns regarding their account.  It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns.  After a detailed conversation with the customer, we...

have satisfactorily addressed all of her billing concerns.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 ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  [redacted]Executive OfficesCox Communications

August 19, 2014 Revdex.com complaint # [redacted] We were sorry to hear that one of our customers is not receiving the type of Internet service that he expects to receive from our company.  In the documentation...

to the Revdex.com, the customer states that we have not provided reliable Internet service to him for six months.  Due to the concerns that the subscriber brought to our attention, a thorough review has been completed on the account. Review of the account notes does indicate that customer has called us to report connectivity issues on several occasions since connection of service. During one of the most recent conversations with the customer, one of our Customer Service Agents did advise the customer that a visit from our technician would be the best course of action.  While the customer declined to accept a service call with one of our qualified home service technicians, we highly suggest that the subscriber schedule a visit so we may diagnose and resolve the problem at hand.  While we understand that customer is concerned with incurring a service call fee, we do offer CSPP, (Cox Service Protection Plan) an insurance plan that will ensure that he is not charged for the visit. For more details on this option, this link provides all the details on our optional plan. [redacted] While the occasional outages are an inconvenience, we want the customer and the Revdex.com to know that restoration of service quickly during planned or unplanned outages is a priority to us.  Although our residential product is only intended for recreational purposes; we do understand the inconvenience when loss of service occurs.  We will continue to keep outages at a minimum, for the convenience of our clients.  We urge the customer to contact us at his convenience, so we may schedule him for a service call.  Our Technical Support Team is available by phone 24 hours a day, and seven days a week. Our Field Service Team works seven days a week; in convenient two hour time frames.  We can be reached by phone at [redacted]Call: [redacted], or via our website at [redacted].  We hope this information has been helpful to the Revdex.com.  Thank you. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ [redacted]

We were distressed to hear that the customer still had received her refund.  We contacted the customer directly and advised her that because the first refund check that was sent to the customer wasn’t located by a trace, we determined that it was lost in the mail and a new refund check was processed.  This check was mailed on November 3, 2014, and sent to the customer’s mailing address on file.  The client should receive her check in the next few days, if she has not already.

 

The customer expressed that also wanted interest on the refund amount, and we advised her that we have duly noted her request for the additional credit and passed it to our Accounting Team.

 

We sincerely regret the delay that customer experienced in receiving her refund check.  As a service oriented company, we never intend for any of our clients to be inconvenienced in any way.  We hope this information has been helpful to the Revdex.com.  Thank you.

 

[redacted]/ Cox Communications Executive Offices

April 27, 2016
Revdex.com complaint# [redacted]

face="Times New Roman" size="3"> We were sorry to hear of the difficulty that the customer has experienced with email.  Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her.  Our Tier 2 Leadership has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with us.
As always, thank you for the opportunity to assist a valued customer!
Catherine/ Cox Communications Executive Offices/ Arizona

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

class="MsoNormal">

February 6, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the monthly rate on her Cox account.  Please let me begin with an apology for any misinformation that she received regarding the rates for her services.  Our agents are trained in all of our sales offers and they should always provide our customers with accurate information when they are inquiring about service.  There can be those times when an honest mistake happens, and we certainly do not want our customers to feel frustrated when an error occurs.

Research of the customer’s account tells us that she was signed up to receive a special sales campaign, reducing our regular rates, for six months.  I contacted our Retail Store Manager, [redacted], who had met with the customer while she was in our store the day after the order was taken.  [redacted] apologized for the error and he gave her his business card and assured her that while her current promotion was only good for six months, she was supposed to call him after the six month promotion expired and he would add another campaign on to the account to make up for the price quote error. 

In an effort to demonstrate our commitment to our customers, [redacted] has removed the six month campaign today and added on a new campaign that is good for 12 months.  Unfortunately, we do not have any pricing that provides a reduced rate for two years.  However, our customer’s rate will be $67.60 per month for 12 months, expiring in March 2014.  It is important to note that the customer does not have a Price Lock Guarantee (PLG) agreement on her account and the rate may fluctuate if a rate adjustment occurs before March 2014. 

We regret that she received misinformation regarding her monthly rate and we hope that we are able to regain her confidence in our organization.  We want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance, she may call our Customer Care Center at [redacted].  Our Technical Support Department is available for our customers, 24 hours a day, seven days a week.  Thank you.

Sincerely,

Executive Resolutions Specialist

Office of the General Manager

April 9, 2014

Revdex.com rebuttal # [redacted]

We were sorry to hear that the customer was not satisfied with the information provided in our first response to the Revdex.com.

In the rebuttal statement, the customer states that no one from our company attempted to reach her by phone.  Our records confirm that four attempts were recorded in an effort to reach the customer.  The phone number that we attempted to speak to the subscriber was the only number listed on the Revdex.com complaint.  We were unable to reach the subscriber, or leave a message.  Our Sales Agent [redacted] advised that the phone answered as a fax line on two of the occasions that we tried to reach her.  

The customer also states that she will not call us to discuss her rate or options for service.  We would like to point out to the Revdex.com that without proper authorization, we cannot make changes to any customer account.  We recognize and appreciate the opportunity that the customer has given the Revdex.com to notify our company of her dissatisfaction, and hope that the subscriber will reconsider and contact us in hopes of allowing us to review her account and find a package that works for her.   Thank you.

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

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  We have previously contacted the client directly to address his concerns in detail.  Our customer was provided the Price Lock Guarantee information that accompanied his Silver Bundle discount with his first statement.  Our customers are given a 30 cancellation period to change their mind or make changes to the level of discount they were offered.  We are truly sorry for not being able to provide the answer they had hoped to hear, but we have no support to cancel the ETF after the 10th month of service.  The customer advised us during our only conversation that he does not want us to contact him again directly to discuss the situation at hand.
It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
 Executive Resolutions  Office of the General Manager  Cox Communications, Southwest Region

Revdex.com Case # [redacted]

We sincerely regret any inconvenience that our customer has experienced with our company.We have attempted to directly contact the customer by telephone and e-mail at the contact information provided. Once we are able to verify the account, we can address their...

concerns and provide a successful resolution.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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

October 13, 2015 Revdex.com complaint # [redacted] We were sorry to hear that a former customer was unhappy with our marketing promotions.Due to the concerns that he brought to the attention of your office, we have attempted to reach him by phone and have left...

our direct contact information.  We welcomed the customer to call us back to discuss his concerns.   As always, we thank you for the opportunity to assist. Catherine/ Cox Communications Executive Offices/ Arizona

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.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

We would like to thank the customer for taking the time to file their concerns regarding their Internet services. 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We regret to hear of our customer's dissatisfaction after speaking with them in response to their Revdex.com complaint. It is certainly not our intention to cause any frustration. However, we feel that the adjustments that have been applied to the customer's account have been fair and generous.If our customer has any additional questions or concerns in the future, they are always welcome to contact our customer service department. At that time we will be more than happy to assist our customer and if applicable, apply an appropriate adjustment to the customer's account.Thank you for your time and consideration.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Michael R[redacted]

We were sorry to hear that we weren’t able to assist the customer with the service issues that the customer brought to the attention of your office.  Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  While the customer states that she...

experienced 10 months of problems with the Internet service, our records do not support a refund of service. We have no service calls on record for the data issues that the customer brought up in her complaint. The notes from our Technical Support Agents who attempted to assist the customer by phone indicated that our system levels and signal strength was acceptable and within the appropriate parameters, and the customer was referred to contact the manufacturer of her router.    We are sorry that we weren’t able to provide the Revdex.com with the answer that the customer was looking for.  In an effort of good customer relations, the Early Termination Fees for the cable and the Internet service have been removed from the customer’s account.  The subscriber may contact our Billing/Customer Service Team at ###-###-#### for an updated balance on her account.     We hope this information has been beneficial to the Revdex.com.  Thank you. [redacted]/ Cox Communications Executive Office/ Arizona