Cox Communications, Inc.

We would like to thank the customer for taking the time to file his concerns regarding his Cox HomeLife service.  Please...

let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receipt of this complaint we do see that our customer has made multiple attempts to request a $50.00 adjustment from our Customer Care Center for a fee they were billed for a false alarm that cause a police visit to the home. Regretfully, due to no indication of a Cox issue causing this alarm, the credit thus far has been denied. However, due to our customer’s excellent payment history and tenure with our company we have opted to apply a $50.00 adjustment to the account as a gesture of goodwill to resolve this issue. We genuinely apologize for any frustration this fee may have caused and we truly hope this adjustment resolves the matter at hand for 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
Executive Resolutions
Cox Communications

Revdex.com #[redacted]

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We are sorry to hear of the service issues our customer brought to the attention of your office.  We sincerely regret the inconvenience that he experienced with our company.

Upon receipt of his complaint we were able to see he had a service call scheduled on 2/2/16. Because we were not able to directly speak with our customer before his service call, we forwarded his concerns to our field for review.  We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had.  After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office.

Thank you for your time and consideration.  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 623-594-1000.
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case# [redacted]

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We spoke with our customer directly on 7/6/16 to address their concerns. We advised her that prior to our initial voice message left on 6/30/16, we had an opportunity to review the call and determine what had been discussed regarding the new rate. We explained to our customer that the pricing provided by the Cox Representative during the call was accurate. Despite our efforts to address her concerns, the customer requested an e-mail with information for her to obtain these records. We sent an e-mail to the customer that evening on 7/6/16 with the required information and process needed to obtain the call.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
 
The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns.
 
 
Sincerely,
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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

I don't trust [redacted]s response. He gives you no actual amount of credit I will receive. He gives you no amount I will be charged.  He is deceptive in stating that I refused to speak with him.  I stopped  taking his calls when he kept trying to put words in my mouth.  Instead I contacted a lawyer and told [redacted] to talk to the lawyer.  It was only at that point that [redacted] was willing to give me a credit of any kind.  Luis never called my lawyer.  
There is no way for me to determine what they will actually be charging or crediting until November 19 when my bill is generated.  I need have until then to determine if their response is acceptable.  Below is the confusing set of number they have for my account right now.
My recent activity on Cox. com shows this:
10/29/2015 A/R Adjustment - Single S ($49.68)10/29/2015 A/R Adjustment - Single S ($12.39)10/28/2015 Free Preview $0.0010/28/2015 Cox Bundle Benefit ($11.00)10/28/2015 Cox Bundle Promotional Di ($36.67)10/28/2015 Cox High Speed Internet $0.0010/28/2015 Digital Telephone $0.0010/28/2015 DVR Service ($3.67)10/28/2015 Monthly Services Credit ($400.00)10/19/2015 Video Campaign Discount ($18.50)10/19/2015 Internet Campaign Discount ($18.50)10/19/2015 CHSI Preferred Package Di ($2.00)10/19/2015 Cox Digital Telephone Pac ($18.98)10/19/2015 Federal Excise Tax Credit ($0.90)10/19/2015 Statement Taxes $0.0010/19/2015 Statement Taxes $0.0010/14/2015 Payment Processed VISA ($49.73)10/14/2015 Payment Processed VISA ($84.49)10/14/2015 Payment Processed VISA ($46.49)Recent Charges (Unbilled)Date Description Amount10/29/2015 A/R Adjustment - Single S $62.0710/28/2015 Video Campaign Discount $13.5710/28/2015 Internet Campaign Discoun $13.5710/19/2015 Cox TV Starter $23.9910/19/2015 Expanded Service $47.0010/19/2015 Advanced TV Service $3.0010/19/2015 DVR Service $11.9910/19/2015 Contour Receiver $8.5010/19/2015 Preferred Internet Servic $66.9910/19/2015 FCC Access Charge $7.1010/19/2015 Basic Monthly Service $13.9910/19/2015 Premier Feature Pak $15.9910/19/2015 Voice Mail* $8.9910/19/2015 Unlimited Long Distance $15.00
Then on my [redacted] message I received this:
Cox

CommunicationsHi

[redacted] was hoping to speak with you, but asked that I relay his message.

Luis was able to reduce your monthly rate to $147.38 (tax included) per your

10/26/15 phone conversation. The rate of $147.38 includes the following

discounts:•

$50 Bronze Bundle discount for 12 months • $15 Bundle discount for 12 months •

$5 off DVR service for 12 monthsThe

$50 Bronze Bundle discount and the $15 secondary Bundle discount both expire on

11/18/16; while the $5 off DVR service expires on 10/27/16. Please note that

since you no longer have a Price Lock Guarantee on your account, your rates for

Cox TV Starter, Expanded TV, Advanced TV, Internet service, and Telephone

service are subject to local rate increases during the 12 month term of the

discounts. Also, as we are unable to honor the monthly rate as quoted by

E-Care, [redacted] has applied a one-time credit of $422.26 to your account. This

credit is what you previously referred to as a “refund for the 12 months of

overcharging.” We

hope these account adjustments meet with your satisfaction. Sincerely, Becky
Since they have not honored the original promised price.  I can't trust what they've written ($422.26 credit and 12 month rate of $147.38) until I see the bill.
Thank you,

We are sorry to hear our business customer was negatively impacted by the Cox wiring outside of the complex.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...

complaint.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her service and damage claim. ...

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 have completed a full review of the account in question. After reviewing the account we found that our Damage Claims Department has conducted a thorough and impartial investigation of our customer’s concerns which resulted in the claim in question being denied. This denial has also been communicated directly to our customer by our Damage Claims Department.
We also see that our customer spoke with our Corporate Care Department on 1/15/16 who further explained our stance regarding the denial of the damage claim and also outlined the substantial number of recent account adjustments applied by Cox Communications to the account in question in an effort to address our customer’s frustration.
While we recognize this situation may be frustrating, we must be clear in stating that additional contact with offices of Cox Communications will not change the findings of our Damage Claims Department for the claim in question.
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[redacted]  [redacted]  [redacted] 623-594-1000.
Thank You.
George
Executive Resolutions
Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the inquiry appearing on her credit report. 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 worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concerns. Following our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in question. We were able to speak with our customer on 6/28/16 to advise her of this information to which she advised us she was satisfied. We are confident the issue at hand has 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 [redacted] Thank You.
George Executive Escalations Cox Communications

December 10, 2015

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Revdex.com complaint # [redacted]   

[redacted]/ [redacted]

We were sorry to hear of the confusion that the customer experienced

with her account. 

Due to the concerns that the customer brought to the

attention of your company, we contacted her directly to give her a detailed

explanation of her billing and promotions. 

While our company protects our customer’s privacy and we won’t share the

details on a publicly posted website, we verified the promotion s via email to

the customer.

As always, we appreciate the opportunity to address our

customers concerns.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

October 23, 2015Revdex.com complaint #[redacted]. –[redacted]

We were sorry to hear that our customer experienced confusion on her billing.  Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no...

avail.While we did confirm on our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid.  The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request.  We would like to point out that without  a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay.  Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account.  Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc.   We can be reached at [redacted]  We hope this information has been helpful to your office.  Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding the damaged equipment 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 see that this customer has already spoken with our Corporate Care Department as of 5/11/16 and that the issue has been resolved by our Field Services Department. 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 [redacted].
Thank You.
George
Executive Escalations Cox Communications

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 attempted to contact the customer by phone on 8/12/15 and 8/14/15. While we are...

unable to successfully make contact with the customer directly, we have facilitated and processed the refund for the customer. The refund check will be mailed out today, 8/14/15. The customer will receive the refund check within 7-10 business days.Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Cox Communications is horrible and extremely difficult to deal with. We pay for the so called "High speed internet," that is just as slow as dial up. I have contacted Cox numerous times to have a technician come and look at our internet. When Cox sends out a technician, they give the customs a two hour time slot that the technician will show up. The last technician ended up 6 hours late and smelled like the combination of an ashtray and a dumpster, I did not allow him in my house! I then contacted Cox, after the technician left to have someone else come out, but the tech service had closed. Later that evening a supervisor technician did show up at my house around 9 p.m. He discovered my service was ran off of a splitter connected to my neighbors house, or at least that is what I understood from what he told me. The technician also installed a new, "better"router/motem. I was told the problem was fixed, but my internet still does not work properly. I have called Cox numerous times, again, and have yet to receive any help. They tell me the last time a technician to service my internet was when it was installed, and have no record of any technicians conning out to fix the slow speed issue since.

I am not happy that I am paying a ridulous amount of money for the lack of service we are receiving! From my issues in the past, a customer service supervisor was supposed to add a compsentation to my bill each month for the next year, but Cox raised the prices, again. If Cox does not fix the slow speed issue soon, I will be searching for a new service provider.

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.”  The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer confusion,  we offered and applied a courtesy credit totaling $130.00.  No further credit is justified and the customer has been made aware of this.
We hope this information is sufficient for final closure to this complaint. 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

[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,

Been a Cox Communication customer for years and other than raising costs for cable and internet no major complaint. Recently I had roommates move out reducing the number of TVs and cable boxes in the house which allowed me to modified my account to reduce my monthly bill. Over the past year the signal to my house has been sub par. The two TVs I still have connected, one on a cable box and the other not have channels going in and out of signal and other channels being glitchy. I had assumed it was a network problem and not a home issue as I never had these issues before.

Recently I had enough, (5) channels were down for nearly a week and other channels were glitchy for nearly a week. I contacted Cox support and they didnt try and resolve the problem over the phone, they wanted to send a tech to my house. This was great as I thought maybe it will result in a new cable box which I would expect the service tech to have some with them.

Upon arriving to my house the service tech reviewed the channels at the cable box tv and decided it was just a weak signal. He proceeded to the Cox supplied splitter box outside my house and removed a number of the splitters indicating the signal should not be split that much and still expect the signal to come through. He went proceed back into the house to review the TV and the channels appeared to be working. He never asked or checked any other cable jack in the house to see if he disconnected any previously working rooms.

Later in the day I turned the TV on in the master bedroom and had no signal. I had the dogs locked in the room during the service call to make his work easier without the dogs in his face. Of course it had been a few hours since the tech had left before I released he took the lazy route and just disconnected all of the other cable jacks in the house. Now if I were to connect a TV in any room Ill have to call Cox to come connect that particular room, when prior to my roommates moving out the whole house was working perfect with (6) tvs and internet.

I called Custom Support and after waiting 25 mins for them to get a hold of dispatch. Once they called me back they indicated that this is not a service call for the service tech to come fix that it will result in a new service setup and cost me. So now I am expected to pay for them to fix the issue that they created. The service tech also is not available until Monday.

If the tech would not have been lazy and looked into the root of the issue on why the signal all of a sudden doesn't work I wouldn't have to give up my entire Saturday to waiting for Cox to make it back to my house. The Tech should have walked me through the issue so I could have questioned or made mention to existing conditions. Instead he made his own assumptions which if I didn't have a problem in the master bedroom I wouldn't have found out about until TVs were connected in other rooms.

I don't know how on earth COX has a good rating. I have had nothing but poor service. I've had the service for 28 days and I'm canceling it. We have had internet outages numerous times, lost cable numerous times. I've spent hours on the phone with customer service going through all their troubleshooting techniques. I scheduled disconnection of service for Saturday, October 3rd. On Sept 28, we had no service - called, waited on hold for an hour, went through the troubleshooting and was told it was an outage in the area. Same thing on September 29th only this time I was told it is too hot in Arizona and Nevada so they have problems with the cable lines. I had already been told on another call that the wires must be old. Last night I was told my service was still connected but someone must be stealing my cable. I called this morning and spent an hour being transferred to different areas and was finally told the service was cutoff on the 29th. I specifically asked last night if the service was cutoff because I didn't want to go through their troubleshooting exercise and was assured, even by a supervisor that the service was still on. That was a blatant lie and there is no reason not to tell me it was disconnected rather than make me go through all their troubleshooting. We've had long periods of time with service interruption, no service at all, and then being cutoff before I scheduled it for is the worst service. I have friends and family in RI and they go through the same things. I don't know what the problem is but any company that has hold times of over an hour for service problems must be doing something wrong that people have to constantly call because of connection problems.

After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,

[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 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