Cox Communications, Inc.

We would like to thank the customer for taking the time to file her concerns regarding her installation and customer service experience. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I contacted the customer on 9/23...

and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund that will be issued to her account for services she did not have. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns we do not share information regarding our representatives and corrective action taken.  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 ResolutionsCox Communications

Cox spoke with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

Per Cox Communications Online Privacy Policy last updated on 12/10/2013, section Titled Behavioral or Interest Based Ad Options. Cox and other website owners or advertisers may use cookies or similar tools to provide customized ads based on visits to their websites. You can find more information about these tools, including benefits they can provide at http://www.networkadvertising.org. Many companies that collect information for behavioral advertising are members of the Network Advertising Initiative ("NAI"). NAI offers the ability for you to opt-out of the behavioral advertising programs of their members by going to http://www.networkadvertising.org/managing/opt_out.asp or http://www.aboutads.info/choices. Please note that if you use a different computer, change your web browser, or delete your cookies, you will need to renew all of your opt-out choices. As there is no commonly accepted response for Do Not Track signals initiated by browsers, we do not respond to them. Cox Communications has not made a recent change to our webmail service to include advertisements. Please refer to our Online Privacy Policy on Cox.com. We provide an advertisement free option to our customers with our Enhanced Webmail; this service is free of charge. A Cox representative will be able to happy to discuss our Enhanced Webmail service to help with any questions Ms. [redacted] may have. This is our final response.

Initial Business Response /* (1000, 8, 2014/07/15) */
We have spoken with Mr. [redacted] on this concern and believe we have resolved this to his satisfaction. We sincerely apologize for any inconvenience caused. Thank you.

Cox had the opportunity to speak with Mr. [redacted] in receipt of this complaint and believes that he is satisfied with our efforts to address and resolve the matter. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to assist.

A Cox resolution representative spoke with [redacted] on September 28th.  Cox informed [redacted] his account has a zero balance and we notified [redacted] the debt has been satisfied on August 26th.  [redacted] verified [redacted] has stopped their attempts to collect the outstanding debt.  We understand [redacted] is requesting more than a verbal confirmation, but we are unable to send written proof.  We sincerely apologize for any inconvenience caused.  This is our final response.

Initial Business Response /* (1000, 5, 2014/05/07) */
We want to thank Mr. [redacted] for taking the time to file his concern. We have spoken with him and believe he is satisfied with our efforts to explain and resolve this matter. Should he have any further questions or concerns, he may reach...

us at [redacted] and we'll be happy to assist. Thank you.

Initial Business Response /* (1000, 5, 2015/12/15) */
We want to thank Ms. [redacted] for taking the time to file her concern. We sincerely apologize for any inconvenience cause. Cox has spoken with Ms. [redacted] to help explain and resolve this matter. We believe she is satisfied with our efforts...

to resolve her complaint. Thank you.

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding his recent experience.   We sincerely regret the inconvenience that he experienced with our company.
 
Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question.  Our records provided the following information:
The expected refund was not issued as the customer did not return Cox equipment after the account closed.  The related charges for the equipment were in excess of the refund amount.  On 10/27/14 the customer sent the equipment back to Cox.  The equipment charges will reverse once the equipment is received.  We will expedite our customer’s refund as soon as the charges revers.
We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue. 
Sincerely,
[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Initial Business Response /* (1000, 5, 2015/05/18) */
In receipt of this concern, Cox has been in touch with the customer and provided a direct point of contact for assistance with this matter. The customer confirmed that they will be in further touch with us . We will be happy to...

investigate this issue at that time. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will speak with them verbally on Wednesday afternoon and if I am not able to be released from the contract I will definitely relay the out come. Thank you.

Initial Business Response /* (1000, 5, 2015/06/03) */
We want to thank Mr. [redacted] for taking the time to file his concern. We sincerely apologize for any inconvenience caused. In receipt of this complaint, Cox contacted Mr. [redacted] and confirmed the install was scheduled for 6/02/15. The...

install was completed as scheduled. We provided him a direct point of contact should he have any further questions or concerns on this matter. Thank you.

Initial Business Response /* (1000, 5, 2015/01/21) */
Cox confirmed with Mr. [redacted] that the drop has been buried. We apologize for any inconvenience caused. We have spoken with him on this concern and believe he is satisfied with our efforts to resolve this matter. Thank you.

[redacted] Case #[redacted] We are sorry to hear our customer had issues with a set payment arrangement. We apologize that the customer received unsatisfactory customer experience when contacting us. We have reached out directly to the customer to address the concerns. At this time we have not made...

contact with the customer. Once we have made contact with the customer, we will attempt to present an explanation of the account and options going forward for the account and payments.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

[redacted] visited our Cox solution store on 7/30/2016.  [redacted] reconnected her Cox services,  this allowed the store Manager to waive the ETF.  This resolved [redacted] concerns.

Initial Business Response /* (1000, 14, 2016/02/04) */
We want to thank Ms. [redacted] for taking the time to file her concern. Cox spoke with Ms. [redacted] on Jan. 30 and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. ...

Thank you.
Initial Consumer Rebuttal /* (2000, 16, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cox is issuing a credit for the disputed charge. I appreciate their efforts to correct the problem.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke to a rep after I called,left a message and he returned my call. Not only did they say I owed for equipment (which I quickly told them I returned AND got a receipt for) but then they changed it and said I owed around $50 and I only had the cable/internet for a few days. I will not be paying for them not only lying to me about what I would be paying but also messing up an order THREE times only to be chastised by a "manager" who was extremely hateful. 
Sincerely,
Seana Jones

Complaint: [redacted]
I am rejecting this response because:  First off, I have to say that I reject just about every bit of the statement becuase it still offers no resolution & it's accusatory. I'm not sure who at COX is responding, but it all sounds confusing and purposely misleading.  For example:
 
1. Mr. [redacted] has been educated on matters beyond Cox’s control that may raise a potential for speed issues, as outlined below. (This is a true statement)! COX DID educate me on these things...thought they didn't need to, as I already know this...and I've explained that to COX several times.
2. Cox also provided Mr. [redacted] with the option to downgrade his service, should his computer not have the ability to achieve the maximum speed of his subscribed package; however Mr. [redacted] declined that offer.(Another true statement, made without the particulars).  If I downgrade my package I am then subject to internet usage limits, which I would reach continually.  Once I reach my limit...I'm then charged more money AND my internet speeds become throttled.  ANY COX customer would turn this down!  This is NOT a resolution.  This offer is a complete joke!  I can't believe that it was even made.  It says, we know there is a problem, we're not going to fix it but we will try to make it look like its good.  In the end, regardless of what package I take from COX...my internet speeds drop to 0 continually, all the time.  THAT is NOT outlined in any of COX's information packages.  My computer can reach speeds well ABOVE what I should be getting.  It gets these correct speeds every time COX sends it my way.  COX knows this, so it is again and unnecessary statement designed to make it look good.
To appease COX...I set up a service call this past weekend.  I asked that ALL of my equipment be replaced.  My modem, and ALL wiring inside and out.  This way, knowing that COX has all new equipment, I could then get a true sense of the problem.  They sent out a Senior technician by the name of Donny.  [redacted] said that everything inside and outside of my house are working perfectly...including my system.  When [redacted] came in from checking everything outside, he said that the problem is with the MAIN LINE COMING FROM THE NODE!  He said the line is new, so the problem has to be with the node.  He said that his equipment reads up to 280Mbps but he could barley get readings above 90.  He said it continually fluctuated and he could not keep a steady signal.  He said it never got anywhere near 280.  (I'm subscribed to 300).  When he called his main office about the problem his boss, another Senior Technician by the name of Eric said that they should not be setting up service calls here!  They know what the problem is, they've told COX what the problem is and that problem lies with the Node.  He said this will continue to happen, until the node is split!  Period. Yet here, it seems as though COX says the issue is mine.
None of these following issues are my problem.  They have ALL been ruled out!
-Computer performance, including hardware age, software and operating system versions, the presence of viruses and malware and the number of simultaneous applications running.
-Home network (WiFi) connections, which may be slower than wired connections.
-Congestion on websites visited, including high demand by multiple simultaneous users.
-Fluctuations in latency within connecting networks outside of Cox’s network, such as gaming servers.
-Modem performance due to outdated modems and firmware.
There are notes on my account as to all of this.  I have made it a point to have everything noted.
 
Now, before this matter is just closed...I would like to request the Revdex.com mediate on my behalf? Some sort of arbitration...if I can? 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
Cox had the opportunity to work with Mr. [redacted] upon receipt of this concern and believes to have provided a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to...

address the matter.