Cox Communications, Inc.

Revdex.com rebuttal # [redacted]

We were sorry to hear that the customer was unhappy with our first response to her Revdex.com complaint. 

The customer acknowledged in her Revdex.com rebuttal that the late fee was removed automatically as a one-time courtesy.  Cox also removed the returned check fee, as well as the payment processing fees normally assessed for payments made over the phone, to ensure the customer was not penalized in any way.  Our on line payment system is working in the manner to which it was intended.

We apologize again that the customer experienced difficulty and confusion with her billing.  We are optimistic that her future encounters with our Customer Care Department will be positive and pleasant.  Thank you.

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

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

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July 3, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the removal of the Cox pedestal located in the Utility Easement in front of her property.  Please let me begin with an apology for the problems she has encountered while attempting to receive the information she required regarding her dispute.  We take great pride on providing top-notch customer service to our customers and we are sorry that our customer feels that we fell short of that mark.  It is my hope that this information will provide her with the facts that she is seeking.

 

The consumer’s request was received and investigated by Cox in March of 2014.  We provided her with our denial of repair on March 19, 2014. 

Cox confirmed that the pedestal was installed in the Utility Easement within the right of way in front of the customer’s residence prior to the addition of the concrete slabs that connect the driveway.  The concrete was installed by the homeowner and is not in accordance with the [redacted] law “Utility Easement Rights.” They failed to allow a three-foot radius around the utility pedestal. 

Due to the concrete slab installed so close to the Cox pedestal, the field technicians were unable to perform necessary maintenance.  Therefore, Cox had no choice but to relocate the pedestal.  The pedestal was removed vertically by hand and in no way caused damage to the consumer’s property.  It was confirmed by photographic evidence dating back to April 2011 that the cracks in the concrete slab in front of the home existed prior to Cox removing the pedestal. 

Another issue that is also important to note is the concrete that was installed by the homeowner is very thin and is not within [redacted] building code standard for minimum concrete thickness.

In the [redacted] area alone, the Cox team maintains more than 400,000 pedestals valley wide and exercises great care and safety when working in the utility easement right of way.  It is our hope that the information we have provided will assist in the resolution of her dispute. Thank you.

Executive Resolutions Specialist

Office of the General Manager

How the hell does a company like Cox get an A+ rating with the Revdex.com? Their service is notoriously unreliable, they treat their customers like crap, and they overcharge for the whole experience, simply because they can -- since they're essentially a monopoly.

I have some serious doubt about the Revdex.com if this is your idea of an A+ business.

We are sorry to hear there was an issue with the customer’s billing. We have reviewed the account and due to reason the customer disconnected, we have credited the early termination fee. The customer is aware of the correction. 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 account billing.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause them any frustrations.

Upon receipt of this...

complaint we were able to review the account in question. After researching this account, we see that our customer did speak with a supervisor from our Collections Department on 12/11/15 regarding the early termination fee in question. After reviewing the account notes pertaining to this call from 12/11/15, we do see that the supervisor our customer spoke with did explain the account as well as let our customer know that the early termination fee in question is in-fact valid and cannot be removed.  While we understand this situation has been frustrating, we do believe that the decision made by our Collections Department was made based on the facts of the account with the utmost fairness for our customer kept in mind.

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]

 GeorgeExecutive ResolutionsCox Communications

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,

cox communications is a multi billion dollar buisness, their internet speeds are terrible and their security is stupid. I am moving to another city and I will never use Cox internet service or any of their service even if I have to go without TV. What do they do with all their money? They cerninatly dont put it back into their buisness.

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. We have attempted to contact our customer directly at the e-mail address and telephone...

number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. 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.Since this issue has been closed with Revdex.com, Cox has now billed me for the tech's time to resolve the issue that they needed to fix on their end for the service to run properly.Regards,

We are sorry to hear our business customer feels we have not provided a successful resolution with our recent response. Our Cox Business team did directly contact the customer on February 10, 2015. The account is being reviewed by our Cox Business technical support and if needed schedule a service appointment based on the availability of customer.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have continuesly attempted to resolve the issues with my account. I will not be paying a bill until agents and managers actually deal with the problem. I have spent approximately an accumulated 30+ hours on the phone only to be hung up on or transferred and placed on hold again. When disconnected not one person has called me back even though I have requested a call back and provided a number for a call back (which is the very same phone number associated with my account) after speaking with Venessa today after Curtis in billing had hung up and did not call me back I was placed on hold while she was trying to resolve my issue. Oddly enough another woman picked up the phone. I was very confused. She transferred me back to bill in which I was transferred to an agent in another state who I could not hear I repeatedly had to say "I am sorry I cannot hear you" then she begins to start at the beginning of what I just spent an hour going over with Venessa. When I started with this company I was charged for free installation. I should have seen the issue then. I then find out during my most recent transfer that my bill is not what I had agreed to pay. I have tried to get this resolved. With no solution for 3 months now. This is unexceptable beypnd terrible customer service bait and switch. Unwilling to help resolve a problem only willing to point out that I have not paid. I have not paid because I am being charged wrongly. Now I am without internet because all they seem to be good at it hanging up and not calling a customer back. I am disappointed that I have given my business to this company for so long. Too many hours oft life have been wasted along with undo stress with no resolution.

We are sorry to hear that the customer still is confused regarding his billing. Our records confirm that the customer only subscribes to Internet service, and review of the customer’s billing history indicates that he has not been charged for cable or phone service.  Both of the late fees that were incurred have been removed from the account.  We contacted the customer and left him a message advising him of the correct balance owed, and reiterated what services he subscribes to.  We referred the customer to call our Customer Service Team/Billing Department at ###-###-####Call: ###-###-#### with further questions. We hope this additional information brings closure to the concerns that the customer brought to your office. [redacted]/ Cox Communications Executive Offices/ Arizona

Please read this carefully. Someone is misunderstanding this complaint.The complaint below occurred on 12.29.14. Because it references the same complaint made on 05.29.14, less than three years from the original complaint to the same business, you (the Revdex.com) cancelled it. You then gave me the e-mail address for an [redacted] to re-open the original complaint because Cox has not stopped advertising as promised. The latest response from Cox regarding this new complaint indicates they do not have the communications from the first time around, last May. During the time of the original complaint, Cox asked for a photo of the ad placed on my front door. I provided a photo (see attached). Also attached is a photo of the most recent ad placed on my front door. At no time has Cox ever asked me to submit the actual ads placed on my front door.Below is the latest complaint, cancelled by the Revdex.com because is occurred within three years of the original. It describes what happened recently. After the most recent complaint are the communications with Cox during the first complaint for the same issue, made in May 2014.

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.

Consumer Information[redacted]

[redacted]Business InformationCox Communications[redacted]

[redacted]-Complaint SummaryComplaint Type: Consumer to Business ComplaintNature of complaint: An advertising term the seller will not honorProblem description:For over 10 years Cox Communications has placed advertising on the front door of my home, next to a "No Advertising No Soliciting" sign. After complaining to Cox and the Revdex.com many years ago, the problem stopped. Then last May, it started again. On 05.29.14 Cox placed advertising on the front door of my home, next to the "No Advertising No Soliciting" sign. I filed a complaint with the Revdex.com the same day (CID [redacted]). I was contacted via e-mail by [redacted], Executive Customer Resolutions Specialist from Cox. She told me she would look into the problem. Since the link through the Revdex.com to this case is no longer active, I cannot verify what action was taken to prevent this from happening again. However, I did request one month of free service as this issue had existed in the past and promises were made it would not happen again. I only received credit for half a month. Today (12.29.14), another Cox advertisement was placed on my front door, again, next to the "No Advertising No Soliciting" sign. As with the previous time, I took a photograph of the advertisement.Desired Settlement: Other (requires explanation)Desired Outcome: Cox has proven itself disinterested in respecting me as a customer. This time, I want two months credit for my internet connection from Cox and a written explanation of how Cox will prevent this issue from occurring in the future. No exceptions!Complaint DetailDate Purchased: 10/15/2004Date of First Problem: 10/15/2004Have you complainedor contacted the business? YESDate Complained: 6/4/2014Waivers
I authorize the business to communicate with the Revdex.com about my complaint and disclose to Revdex.com any personal information related to the complaint including the following if applicable: (a) information about a transaction or payment, (b) student records, and (c) information about an alleged debt.    Your complaint cannot be changed, edited or deleted once it has been submitted.    An exact copy of your complaint will be sent to the business.    The text of your complaint may be publicly posted on Revdex.coms website (Revdex.com reservesthe right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaintto protect privacy rights and to remove inappropriate language. I acknowledge that the text of my complaint must be publicly posted on the Revdex.com website. The text of your complaint must be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy.) Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.ID [redacted]

Regards,

D Liddell Below are the communications and resolution after the first complaint:05.29.14 complained to Revdex.com after Cox ad was placed on house.CID [redacted] around 06.17.2014Sent complaint to [redacted] on 06.04.14Hello Mr. [redacted],Thank you so much for this information.  I will research this matter and will get back with you.  If you should have any other questions before I get back with you, please let me know.Thanks!COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist   [redacted]###-###-#### Telephone//###-###-#### FaxFrom: Stuff [[redacted]] Sent: Thursday, June 05, 2014 1:58 PMTo: [redacted], [redacted] (CCI-Southwest)Subject: RE: Revdex.com Complaint // Cox Advertisements[redacted],The address is [redacted]. Have Cox and the vendors place me on a Do Not Advertise List. I also want to know why the vendors consistently fail to respect No Advertising / No Soliciting signs. Finally, I don’t think it’s asking too much to have Cox credit me for a month’s internet service considering this issue has been going on for almost 10 years. As previously mentioned, everyone else respects the sign except Cox. And Cox is by far the largest business advertising in my neighborhood.DaveFrom: [redacted], [redacted] (CCI-Southwest) [mailto:Susan.[redacted]@cox.com] Sent: Wednesday, June 04, 2014 3:39 PMTo: [redacted]Subject: Revdex.com Complaint // Cox AdvertisementsHello [redacted],I am in receipt of your recent complaint filed with the Revdex.com regarding the Cox advertisements placed on your home located in South Phoenix.  I want to apologize to you for the challenges you have faced in attempting to resolve this problem.   We certainly do not want to cause you any frustration.  I do know that the advertisements (a.k.a. doortags) are placed by a vendor that Cox hires and best attempts are made to request that specific addresses should not receive these on their doors. I will be researching why your previous requests have not been followed.  However, I do need some additional information from you in order to begin my research.  Your complaint did not include the address of the home, please email me back with the street address so that I may begin my research for you. I look forward to hearing back from you.  If you should have any additional questions or concerns, please let me know.  Thank you.COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist   [redacted]###-###-#### Telephone//###-###-#### Fax

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 have yet to receive my refund check and I am waiting to close this complaint until I receive the check. I was also promised that someone would follow up with me from Cox to ensure the check was received. Because of my previous experience with Cox, I am not confident that this will be done so I would like to keep the compliant open until I receive the check in hand.

Regards,

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,

Revdex.com Case # [redacted]
 
We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####.

Thank you for your time and consideration.

Jesse W.
Executive Resolutions
Office of the General Manager
Cox 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 just wanted to inform you that COX Communications is not holding up their end of the resolution.  I contacted them today as I am looking for a new provider as they had suggested, and I was told from a billing supervisor and also a billing customer service rep that I will still have to pay the early termination fee of 250.00 which in COX's response they said they would waive that fee.  I was also told today that I would not be getting back my 100.00 deposit that I had to put down in April of 2014 to retain their services, they said they only issue a bill credit.  I would like it back in my checking account or via check. I was also told that it may take them up to a week to get a hold of the woman handling this complaint, I responded with they had 48 hours for those issues to be reflected on my account. They set the terms to "settle" this, which was basically make me switch providers which is going to cost me 450.00.  Plus they said they would have someone contact me about the issues with their employee's.  This still hasn't happened.  I have never been so disgusted with a company and their customer service or their resolutions to problems as I am with COX.  They are not holding up to their end which they set the terms for, yet my terms were never address.

Regards,

February 12, 2014

Complaint ID#[redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding the billing on the customer’s former account.  We are sorry to hear that the customer believes that Cox did not properly address his concerns in a timely manner.

On February 8th the customer’s accounts were credited for the outstanding balances.  We apologize for the difficulty and frustration this has caused the customer.  We have also notified the Collections agency to remove this entry from the customer’s credit report.  We regret that this matter was not addressed sooner. 

We thank the customer and the Revdex.com for their time and consideration. 

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

[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.  They agreed to my request, so I need to take a look at future bills to ensure that they do what they say.

Regards,

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,