Cox Communications, Inc.

We...

would like to thank the customer for taking the time to file her concerns regarding the exposed wiring on her property. 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 escalated our customer’s concerns to our Field Services leadership team who dispatched a senior technician to the property on 7/19/16. Following the visit made on 7/19/16 our Field Services leadership team has advised us the wiring has been repaired and is no longer exposed or cause for concern. We are confident the issue at hand has now been resolved.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.Thank You.
[redacted]Executive EscalationsCox Communications

March 18, 2014
Complaint ID# [redacted]
We would like to thank the customer for taking the time to contact our company regarding the billing on his former account. We are sorry for the confusion and difficulty this...

matter has caused. 
We have removed the final balance of $20.12; bringing the final account balance to zero. We thank the customer and the Revdex.com for the opportunity to address this concern.
Respectfully, 
[redacted].
Executive Resolutions
Office of the General Manager
Cox Communications, Arizona

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.  The damage claim in question has been reviewed and denied multiple times.  This matter is closed.  We currently have a service visit scheduled for November 22, 2016 and are working with our customer to resolve any service delivery issues that may exist.  We are confident we will be able to 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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

December 8, 2016—Revdex.com complaint # [redacted]--rebuttal
We were sorry to hear that our customer is still disappointed with our company.
We followed up with the customer via email after confirming with our Tier 2 Leadership Team that all of the client’s concerns and questions were addressed. We will continue to work directly with the client, if needed. 
Thank you again for the chance to assist a valued customer.
Catherine/ Cox Communications Executive Offices/ Arizona

October 20, 2015Revdex.com complaint # [redacted]We were sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message.   We advised him that if he would like to send us the flyer that he is referring to, we would be happy to review it.  We also advised the customer that he is always welcome to call our Sales Department to see what packages and promotions are available.  Our Sales Agents are only able to offer the packages and rates that our Marketing Department make available to us.  We are not at liberty to grant special pricing upon request.  We hope this information has been helpful to your office.  We look forward to hearing from the customer. [redacted]/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 our customer directly and forwarded her concerns to the appropriate departments to provide...

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

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their recent experience.We have contacted the customer directly to address their concerns.Thank you for your time and...

consideration.Sincerely,Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear that the customer was not satisfied with our response to the Revdex.com regarding the placement of our equipment. We appreciate the opportunity that your office has given us to address the concerns in further detail.  Due to the rebuttal of this complaint, we further reviewed the situation at hand. The subscriber states that our company made no attempt to resolve the equipment concerns. Our records confirm that our office sent the original Revdex.com complaint to our Network and Construction Leadership Team for review and assistance. Our Supervisor [redacted] made direct contact with the client on June 15, 2015, and explained that the new vaults were for the fiber equipment that is required to provide fiber to the home throughout his community. She explained city right of way (ROW) and public utility easement (PUE) and she also provided him with visual documentation on her laptop. He did agree that Cox was in the PUE. [redacted] also advised that due to the restrictions with this equipment replacement, we did not have another available location to place the fiber vault. We are sorry we were not able to provide your office with the answer that the customer was hoping to hear. We welcome customer suggestions; and it is our goal to always assist our subscribers in the manner to which they expect. We hope this information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

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 are working on a 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

June 3, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we...

contacted the customer directly to assist him.  We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [redacted]

We were sorry to hear of the difficulty that the customer recently experienced with our company and his services.  It is never our intention to cause problems for any of our subscribers, so we sincerely apologize for the inconvenience that the client experienced.  Because of...

the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records indicate that the service call from the 11 day of September was cancelled due to no answer on the phone, or the door.  Because of the confusion regarding the time and date of the service call, a $20.00 On Time Guarantee (OTG) credit has been applied to his account.  We also ensured that the customer was credited for the days that he was without service. Notes on the account confirm that the customer’s service was up and running as of the 14 of this month. We apologize again for the inconvenience that the customer experienced with our company, and hope this information has been helpful to the Revdex.com.  [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted] - RebuttalWe would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention.  After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16.  For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000.  He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 7, 2016
Revdex.com rebuttal [redacted]
We were sorry to hear that the customer is unhappy with our response to your office.
While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment.  Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department.  If payment is not made as promised, the service is shut down via our system.  Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted]. 
We hope this additional information has been helpful to your office.  Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona

June 10, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that the customer experienced with his final billing statement. 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our records indicate that the subscriber’s account was not turned over to a Collection Agency.  Review of the billing ledger confirms that the account was disconnected on April 14 of this year, and the final balance was rectified to a zero balance within the 30 day guideline, which ensures that our company will not turn an account to a collection agency.

Because the customer has also filed the same complaint with the [redacted], we will also send a reply with this information directly to the customer.  We sincerely apologize for the confusion on the billing, and hope this information has been helpful to the Revdex.com as well as the customer.

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

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 on 3/9/16 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. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]
We sincerely regret the inconvenience that our customer has experienced with our company.
We have contacted the customer directly on 2/16/16 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. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
 
Tell us why here...

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

class="MsoNormal">

January 27, 2014

We would like to thank the consumer for taking the time to file his concerns about his monthly rate for his Cox services.  Please let me begin with an apology for any misunderstanding that occurred regarding the rates for his services.  We certainly do not want our customers to experience any frustration and always work to provide our customers with the information necessary to resolve their concerns.

Complete research of the account tells us that the customer contacted Cox on October 26, 2013 and signed up for the online offer [redacted] – this provided the customer with an upgrade of their current level of Internet service and if they would like to also receive cable, they could add on the Video Flex Package for an additional $19.99/month for 12 months.  The Flex Package provides the customer with Starter TV, Advanced TV, [redacted] and [redacted], and an HD Receiver for $19.99/month. 

On December 20, 2012, they called in to our Customer Care Center and spoke with our Loyalty Agent, [redacted].  He explained to the customer that the package they signed up for was providing the video service at $19.99 per month; their Internet service was an additional charge every month.  After speaking with [redacted], the customer had a clear understanding of what was provided for the $19.99.   [redacted] also provided the customer with a $20 credit for the problems that he had endured and an additional monthly discount on his account for $15 off per month for 12 months.

We regret that the customer experienced this miscommunication.  We want to thank him for his patronage and we appreciate him.  For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted].  Our Technical Support Agents are available 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com #[redacted]

We have worked directly with this customer on his complaint. While we are sorry the customer is not happy with the answer we provided we do not have the support for the credit he is requesting.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry that the customer does not want to speak to us on the phone about her account concerns. The customer did leave us messages and she advised us that she did not want to speak to us on the phone.  The client stated that she only wanted her account fixed.  Her...

most recent voicemail stated that it was her fourth request to cease calling her.  While we would like to assist her with the billing, she has not authenticated her account with our department.  Without verification, we are not able to make any changes to her services. Our number one concern for our customers is their security; which is why we require validation of their account.  We suggest that the customer contact our Customer Service Department at 623-594-1000 at her convenience to discuss her billing or process her order.  Our friendly agents are trained to assist our subscribers with any questions regarding the status of the account.    While we always appreciate the opportunity that your offices presents to us, the issues cannot be resolved by the Revdex.com and we ask that the customer give us the opportunity to assist her.  Executive EscalationsSouthwest Region

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.

size="3"> 
We have contacted the customer directly to address their concerns and are working towards a providing a 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.
 
Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region