Cox Communications, Inc.

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly rate concerns.

medium;">  We are sorry to hear that the customer recently has had a difficult time with him his account pricing.  We hope the information contained in this response will explain Cox’s position on this matter.
 

Our Price Lock Guarantee (PLG), 24 month service agreement, allows our valued customers the opportunity to lock in the current normal monthly rate card pricing for the next 24 months. The normal pricing is not affected by any general rate increases that may occur during this 24 month period. This offer does not extend to any promotions or discounts the customer might be currently enjoying.  Reviewing the customer’s services, when the customer spoke with a Retention representative on February 24th regarding his monthly rate he was at that time on a $10 off a month, 12 month promotion set to expire on April 3rd of this year.  The subsequent pricing quote the customer received was accurate based off of the current promotions he had on his account at that time.  We apologize and have provided coaching and applicable corrective action so that going forward customers are adequately informed that their PLG locks in the normal pricing and not their promotional discounts. 
 

In light of this confusion, we have applied a 15% cable television discount that will lower the customer’s monthly rate to approximately $179.08 per month for the following 12 months. On April 3rd the customer spoke with a Retention supervisor who advised him of the promotion expiration and the impact this had on his monthly rate.  The customer was given the option of cancelling his PLG without penalty by May 2nd.  We will honor that agreement if the customer does not find that this is an acceptable resolution to his concerns.  Thank you for your time and consideration.
 

Respectfully,
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

April 24, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that our customer is experiencing on her billing.  We appreciate the opportunity that the Revdex.com has given us to address her concerns. 

Because of the complaint filed with...

the Revdex.com, a thorough review has been completed on the account.  The customer states that she was charged a returned check fee, and was advised by an agent of our company that the charge would be removed. 

Our records confirm that one of our Collection employees did request the $25.00 charge be reversed on April 18, 2014.  Due to our error, the credit was not posted until today.  We sincerely regret the delay of the promised credit. 

We would like to point out that although our on line billing may not reflect this credit today; we can assure the customer and the Revdex.com that the $25.00 has been credited to the account.  The customer may contact our Billing Department at [redacted] to confirm that the returned check fee has been removed from her account.

We extend our sincere regret for the inconvenience the customer has experienced with us. We hope this information has been helpful; again we thank the Revdex.com for the opportunity to assist a valued customer.

 

[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 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

February 25, 2015

face="Calibri"> 

[redacted] complaint ID # [redacted]
 

We were very sorry to hear that the customer is having ongoing problems with his service as well as with the way the lines are placed on his property.
 

Due to these concerns that the customer brought to your attention, we contacted him directly to discuss the details of the problems that he has been experiencing.  We also contacted our Contractor Management Team, and our Damage Claims and Field Department regarding the process of the work that was pending for his address.  We will continue to work with the customer to resolution and will ensure that all of his concerns are handled appropriately. 
 

We appreciate the opportunity that the [redacted] has given to us to assist our customer. 
 

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

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,

We would like to thank the customer for taking the time to file her additional concerns regarding her account...

billing.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint, we do see that we assisted our customer with her pricing concerns in April of this year and responded to her original Revdex.com complaint (Complaint ID [redacted]) on April 8, 2016. In our response, we included the verbiage below advising the discount we applied and the monthly rate for our customer’s services:
“While we were unsuccessful in reaching our customer to discuss their account, we were able to locate a $5.00 promotional discount for 12 month which will lower their rate to $32.99 per month. Please keep in mind, since our customer is not under contract, should there be a future rate adjustment this $32.99 pricing may rise. However, since a rate adjustment was just effective in January we have no plans of a future adjustment in the near future.”
Review of our customer’s account indicate they are being billed the same rate of $32.99 per month that we mentioned in our April 8, 2016 response. We would like to advise our customer that their April 23, 2016 billing statement balance was $30.99 due to the prorated credit they received when we applied the promotion and this $30.99 is not their monthly rate. With this in mind, no further adjustments or discounts can be justified at this time.
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

[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,

I have been in a constant battle with Cox. From my bill consistently being incorrect as well as services not working properly. Now I called to cancel and was told I agreed to a 2 year contract and a fee of $250 will be charged unless I provide proof I am moving outside of their servicing area. The manager I spoke with Amanda, says there is no one higher than her at the company. What a joke and a rip off. No one higher huh? We shall see.

February 5, 2015 [redacted] complaint # [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of services. Because of the...

concerns that the customer brought to the attention of your office, a thorough review has been completed on her account.  Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office.  We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situation. Thank you for the opportunity to assist the customer.    [redacted]/Cox Communications Executive offices/ [redacted]

We would like to thank the customer for taking the time to file their concerns regarding the promotional offer they requested.  Please let me begin...

with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
Regarding the customer’s concerns, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account.
 
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. Thank you. George Executive Resolutions Cox Communications

This is in response to the rebuttal that our customer submitted regarding our initial response to her complaint.  Again, we thank our customer for giving us an opportunity to correct the issues that have caused her concern.

Per her request, we waived all of the late fees.  In addition, we are going to downgrade her 6 tuner DVR to a 2 tuner DVR which will reduce her monthly rate.

All of the specific details have been forwarded direct to our customer. 

We hope that this final solution will allow our customer an opportunity to view us as her trusted provider of video, Internet and phone services. If she has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].     

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.On 1/22/15 we were able to speak with...

Mr. [redacted] regarding the concerns outlined in his initial complaint. Although we respect our customer’s decision to discontinue their cable services, we assured him that we will address his feedback regarding his original cable service sales quote with the appropriate Sales Department leadership.  Additionally, in order to correct the issue with his existing Internet service promotional rate, we have applied a new twelve month discount to the account and backdated this to 12/19/14, which is the date the original promotion was lost. Mr. [redacted] opted to accept this promotion and we are confident that we have resolved this issue for him.  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

We would like to thank the customer

for taking the time to file their concerns regarding their internet service. 

Please let me begin with an apology for any inconvenience they

experienced.  We certainly do not want to cause our customers any

frustrations.Regarding the...

customer’s

concerns with their internet, we did attempt to reach them at the telephone

number they provided to us to address these issues but we were unsuccessful. We

have left voicemail messages for the customer with our contact information.

Should the customer contact us we will be happy to address their concerns with

their internet service. 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. Thank you. Executive Resolutions Cox Communications

[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,

Outages for hours every week!!! poor customer service!!!cost is to high for what we get and after 19 yrs. with cox I am starting to believe the rolling blackout rumors. I would never recommend them and I am looking elsewhere.

I cancel service with cox with in 72 hours . I was not happy with the services,now I am going through hell with them , there sending me outrages amounts of charges 0ver $500 for a service I had for only 2 days? they said they were going to credit me back on returning equipment but I do not see any difference ? They are saying there charging me for canceling a check and equipment but that make no sense I return equipment and they credit me? Cox is a ripped off they are giving me a run around and chargeing me faults charges .

So I usually don't like to leave bad reviews for poor customer service, because I know people can make mistakes. However, #CoxCommunications dropped the ball enormously. I've been a customer for 15 months and had horrible service when it comes to my wireless internet. Every time I call, I spent at least 20min or more on the phone with customer service, half of that time is on hold for someone to come to the line. When they do, is always a quick fix which results in me dealing with the same problem after disconnecting the. All with them or the next day. Then again, who have 20min a day to be on the phone trying to fix an issue, not me. Finally after 15 months someone was smart enough to realize the problem was the modern and referred me to the store to get it exchange. Now the wireless Internet is working excellent however my ethernet connection is not. So I contact an electrician to come and check out the wiring throughout the house and everything tested good. So I went back to the original point of contact, Cox. Called yesterday spoke with a rep by the name of [redacted] and said he will send a tech today between 8am and 12pm. Now is 1pm and nothing. Called Cox and escalated to a supervisor by the name of [redacted], she stated that the rep did not put the repair order. After about 30 mins into the call of going back and forth and she refusing to send a technician because she feels like is not Cox issue, she finally says she will send a technician tomorrow after 3pm, but also that it will be a charge of $60. Now I have to take another day off of work. I asked her for compensation for the inconvenience. she said will adjust $20 towards my next bill. I felt like that was a slap in the face.

I really wish there was another cable provider in this area so I can cancel my service and happily pay the cancelation fees to go to another provider. This company has been by far the worst service provider that I have EVER had to dealth with.

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 her any frustrations.On 2/10/15 we were able to speak with...

our customer directly to discuss her concerns. During this conversation we were able to fully explain her account billing and ensure she understood why she experienced the recent changes to her billing. While we certainly understand our customer’s frustration, we are confident that they now have a better understanding of their account billing in order to consider this issue resolved.  We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with her for many years to come.  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

We were sorry to hear of the confusion our customer recently experienced with our company. 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  The customer states in his documentation to your company that they have experienced...

difficulty receiving credit back to their charge card from our company.  Our records confirm that the August 2, 2014 charge of $161.41 was credited back to the customer on the 26 of the same month.  While we do not control the amount of time that the consumer’s financial institution may take to process the credit for the subscriber, we can confirm that our Accounting Team has done their due diligence and processed the credit.  We do suggest in situations such as this, that the customer contact their bank to confirm that the credit has been processed on their end.   We would also like to point out that payments made with credit cards can always be reversed by the consumer, within 30 days of the transaction.  This procedure is initiated by the customer, and processed by their financial intuition.

In regards to the delayed install situation, we can confirm that the first request for installation failed, after we attempted to clear the rocks and dirt from the conduit line.  The installation order was rescheduled and the outside line work; a hardened drop, was scheduled to be completed.  Because of the location of the other utilities, and the permit process that we are required to complete per our agreement with the City; a sketch was drawn up for the City by our Engineering Team in an effort to expedite the installation for service request. While we understand that the customer is dismayed that we were not able to install services right away, we want the Revdex.com to know that we are diligently working with all parties involved to provide the service to the customer.  Our Construction and Field Team has been in contact with the customer directly to keep them up to date on the steps of the process. Our office will continue to work with all parties involved to ensure that we continue to do everything in our power to speed up the process that we must endure, to provide service to the customer.  Once the line work is complete, we will work directly with our Sales Department to reinstate the original quoted rate for service.  

We hope this information has been helpful to the Revdex.com, as well as the customer.  Because the customer also filed a complaint with the Attorney General’s Office in regards to this concern, this information will also be sent to their office.  Thank you.

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

We would like to thank the customer for taking the time to file her concerns regarding the fee she was recently billed for our...

Cox Tech Solutions service.  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 were able to confirm that our customer was billed a fee of $99.99 plus tax for technical assistance provided by our Cox Tech Solutions team on 5/09/16. However, we do see that after speaking to our Customer Care Center on 6/28/16, an adjustment was applied to the account to offset the $99.99 charge that was billed. This adjustment will appear on our customer’s next monthly billing statement. We will also work to ensure our customer’s feedback regarding the experience with our Cox Tech Solutions Department is addressed with the appropriate leadership. 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