Cox Communications, Inc.

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.  We have contacted the customer directly to address their concerns and are working 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

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

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April 4, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the service issues she is experiencing with her Cox Business Internet.  Please let me begin with an apology for the problems she outlines in her complaint.  The service she subscribes to should be consistent and reliable.  We certainly do not want our customers to experience any frustration and always strive to provide top-notch technical support and customer care. 
 

I reported this issue to [redacted], one of our supervisors in the Commercial Support Department.  [redacted] checked the service and levels for the Internet modem on the account and upgraded the firmware on the modem and the ping times were improved.  However, he did find a level issue at the address and we need to schedule a technician out to the home to repair.  [redacted] also needs to address some issues regarding her network.  [redacted] called the customer twice today and left voice messages to return his call.  Once the customer has contacted our supervisor, we will schedule a technician to the business and resolve all of the issues she has reported. 
 

I have also called and left the customer a voice message with my contact information and stressed the importance of her contacting [redacted] to work through the issues he has found. 
 

We are sorry that she is experiencing service issues and we hope that we are able to regain her confidence in our organization.  She has been a loyal Cox customer for many years and we want her to know that her patronage and loyalty is important to us and we appreciate her.  We look forward to receiving her call so that we may assist her.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

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,

February 4, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding the line repair work performed on her property. We would like to apologize for the frustration and difficulty this has caused the customer.  The customer’s concerns have been reviewed by Field Service leadership. 

Our Plant Maintenance department found that a signal disturbance denoted CLI Leak was occurring due to a deteriorated coaxial line at the customer’s home.  Per [redacted] regulations we are tasked with repairing these leaks and it is our policy to attempt customer contact before making any repairs on a customer’s property.  We attempted to contact the customer with the telephone number then on the account with no success.  Our contracting company hired to perform this work; [redacted] notated the account on November 16th that the customer’s front door was door tagged with the contact information of the company to inform that line work needed to be performed at the customer’s home.  They did not receive a callback.  A Bluestake request was entered as well as a permitting request from the city of Glendale which is required when line work that may intersect sidewalks, other utilities, and the street is required. 

We received the appropriate permitting and attempted customer contact again on December 11th 2013 via telephone without success.  The Bluestaking was finished and the appropriate permits received and the line work was scheduled and completed on January 7th. 

A 12 inch by 12 inch cut in the customer’s concrete located on the side of the house was done to allow the technicians access to the line in need of replacement.  This square was refilled on January 14th of this year.  We are sorry to hear that the customer is unsatisfied with this repair.  [redacted] has been in contact with the customer and will make every reasonable attempt to repair the cement slab to the customer’s satisfaction. On January 13th a credit of $150.00 was applied to the customer's Cox account.  We thank the customer for their time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

October 27, 2016—Revdex.com complaint # [redacted]
We were...

sorry to hear that a customer is experiencing problems with our Internet service.  Due to the complaint filed with your office, we contacted the client directly to advise him that we are working directly with our Field Service Team on his account concerns.  Our technician did go out to the customer’s home on the 24 of the month, and replaced the fittings and swapped out the Gateway modem.  We sent the customer’s feedback to our Field Supervisor and we will follow up with the customer directly.  Should we find that the problem that the customer experienced is on our end, we will be happy to waive the ETF (Early Termination Fee) and sever the service agreement with the client. 
Thank you for the opportunity to assist our customer!
Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding their account billing. 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 were able to speak with our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed.  We are confident the issue at hand has now been addressed. 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

We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service.  As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of charge. As mentioned previously, our Premier Internet service will require an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. If our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed Internet. 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. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding her former Cox account.  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 speak with our customer and confirmed the equipment in question had been returned to Cox Communications. After confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit report. 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.GeorgeExecutive ResolutionsCox Communications

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intent 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.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is always the goal of Cox Communications to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding the billing of his service.

We reviewed the account and found the customer...

upgraded to Ultimate Internet service on Feb 1, 2012.  The modem in use at the time would support the service subscribed to prior to the change.  The modem was upgraded on November 27, 2013.

We adjusted the billing and discussed the adjustments with the customer. 

We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for any inconvenience that he feels we have caused him.

Sincerely,

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

August 18, 2015 [redacted]  [redacted] We were sorry to hear of the difficulty that the customer experienced with our company and brought to your attention. Due to the concerns that the client stated that she had with her...

installation and damage, we contacted our Damage Claims Department for assistance.  We were advised that the proper team contacted the customer and arrangements were made to have the repairs completed.   The subscriber has the contact information for our Damage Claims Team should she have further questions regarding this matter. As always, we thank the Revdex.com for the opportunity to assist.  [redacted]/Cox Communications Executive Offices/ Arizona.

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

October 13, 2015 Revdex.com complaint # [redacted] We were sorry to hear that a former customer was unhappy with our marketing promotions.Due to the concerns that he brought to the attention of your office, we have attempted to reach him by phone and have left...

our direct contact information.  We welcomed the customer to call us back to discuss his concerns.   As always, we thank you for the opportunity to assist. Catherine/ Cox Communications Executive Offices/ Arizona

The best think I can think of to say about the cox company is that their intermittent service has helped us rediscover reading.

April 4, 2014 Complaint ID#[redacted] We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly pricing concerns. While we enjoy hearing from our valued customers we are sorry to learn that the customer believes they were misled regarding...

the promotions on his account.  It is our hope that the information provided in this response will help to clarify our company’s position on this matter.  On January 15th 2013, the customer enrolled in our 24 month Pk Lock Guarantee (PLG) service agreement. This agreement protects the customer’s selected services from normal rate increases. This agreement is not extended to any special pricing or promotions the customer may have. There is a prorated $240 Early Termination Fee if the price protected services are disconnected prior to the end of the agreement. This ETF is reduced by $10 for each month of active service that is maintained. On the monthly billing statement each item protected under the PLG is notated as well as the pricing that is protected under the agreement.  Special notation is made of any promotional pricing.  We are sorry if the customer was unclear on this.  On April 1st a $25, six month discount was applied to the customer’s account. While we cannot continue the 50% 12 month cable television discount he was on previously or waive the valid ETF, we hope the customer sees this as a gesture of our willingness to retain him as a valued customer.  We thank the customer and the Revdex.com for the opportunity to respond.  We are always available to our valued customers at 623 594-1000. Thank you. Respectfully,  [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

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,

[redacted] And Tl [redacted]
Thank you for responding so quickly THIS TIME!  If you read the complaint, you know I called you in January and NOTHING was done except dishonest statements by "[redacted]" your "customer service" rep.  I sent an e.mail inquiry -TWICE -- and got not actual response from Cox.  So my only other option was to file a complaint with the [redacted].  The underpayment in January was not of $33, but was an attempt to figure out how much to pay -- since despite my multiple efforts, COX did NOT remove the charge for a modem which was paid for by me FIVE YEARS AGO -- and at one time, your exceptional "customer service" rep said I had two modems in this house --- WHICH we DO NOT -- ANOTHER FALSEHOOD.

BUT, I AM GRATEFUL YOU HAVE REFUNDED THE UNFOUNDED "CHARGE" FOR A MODEM AND OTHER LATE FEES AT LONG LAST!  Thank you, [redacted]

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 do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this. 

Regards,

[redacted] Case #[redacted] We are sorry to hear our customer has recently been negatively impacted by outages and interruptions in the Internet service. We have attempted to reach the customer by telephone and email. Once contact is made, we can address the concerns the customer has listed and...

review options to provide the type of service the customer needs. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 and Internet service. Our records indicate the service repairs were resolved the...

same day we received the complaint on June 19th, 2015. We have attempted to contact our customer directly at the e-mail address and telephone number provided. We have left our contact information for the customer to call back if they would still like to speak to us regarding their experience. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

My internet service started getting very spotty in October of 2015 (perhaps earlier). I called Cox several times to report the issue and they finally said they could send someone out, but if the problem was with my equipment they would charge me a fee. They said I could avoid the fee if I ordered the service plan. So, I added the plan and they came out. They said the problem was with their equipment but that I would still need to replace my own modem at my expense because it was not functioning properly (I wonder what broke it...). So, I called a week later and they finally sent someone out to do the work, but the person who came out had no idea what he was there for and acted like it was a new service call.

The next person, same thing.

The next person who came out said the same thing as the first guy, the problem was on their end and they would have to fix it. He said it would be repaired within 5 business days.

5 days came and went and it wasn't repaired. I spoke to an agent and they said they needed permits to do the work but that a supervisor would call me. A few days go by and I haven't heard from anybody. So I called again. I had to go over the entire history of the issue again with the rep, who apparently went to talk to a supervisor. When she came back she said another maintenance ticket was submitted and that I would get a call in the next few days to get an update.

She said she would send me over to the "loyalty" department and they would do something to compensate me for at least four months of bad service, and a tacked on service plan that I didn't need. The loyalty rep was awful. I told her the entire story and what a pain it has been and she offered to change my plan to something I don't want or need at basically full price. Then she started quizzing me on basically all of the things to make sure it really wasn't my fault. I finally just told her that it was an awful customer experience and to forget it.

This really has just been awful service and awful customer service and it's amazing that everybody I talk to seems like they are learning my case from me and the notes in their system are pretty much useless.