Cox Communications, Inc.

November 19, 2015

Revdex.com rebuttal Hernandez--# [redacted]

We were sorry to hear that the customer was not satisfied

with our assistance.

We spoke with our Field Service Leadership on the customer’s

concerns and received confirmation that the customer has a bad line which is

causing the tiling issues.  The line

cannot be run by our company and will require an electrician to replace the

line.  The customer has been advised and

understands that the fault is not with our service, but with his own wiring.  We also confirmed that the other cable boxes

in the house that are not connected to this line are working flawlessly with

our service.  We have explained this to

the customer and he understands.

We hope this information has been helpful.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com complaint # [redacted]

Thank you for providing Cox the opportunity to review and address the concerns raised by one of our valued customers. The customer states in his complaint that his Internet rate suddenly changed in February of 2014 without notice.

Our records, however, show that the customer contacted Cox on February 6, 2013 seeking a lower rate for his Cox High Speed Internet service. The notes on his account also suggest that he was upset that he didn’t qualify for certain offers he saw advertised, such as the introductory rate of $19.99 for new customers who subscribe to a bundle of Cox services.  

The customer was transferred to a Supervising Sales Agent named [redacted] who offered the customer a 40% discount on his Cox High Speed Internet (Essential Level) service, for one year. The customer accepted the offer which reduced his monthly rate to $23.99 for twelve months. The discount was even backdated to January 27, 2013 which resulted in a one-time credit of $18.00.

The discount expired as scheduled on January 27, 2014 at which time Cox began charging the customer the full, non-discounted rate in effect at that time for Cox High Speed Internet (Essential Level) service. There are no records of the customer contacting Cox to discuss the increase in his bill. He instead filed a complaint directly with your agency without allowing Cox to address his concern. As with any billing concern or service question, we encourage customers to contact our Customer Service Team at [redacted] for help.  Our agents are helpful, friendly, and trained to address our customers’ concerns.

We hope this information has been helpful to the Revdex.com. This reply will also be provided to the [redacted], in response to the same concern the customer filed with them as well. Thank you.

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

May 3, 2016—Revdex.com rebuttal C[redacted] L[redacted]--# [redacted]
We were sorry to hear that the customer was unhappy with our response to your company.  We continue to work directly with her regarding the blocked email concerns that she brought to the attention of your office.  Thank you again for the opportunity to assist.
Catherine/ Cox Communications Executive Offices/ Arizona

On 11/21/2015, I was watching football game between UA and ASU on FS1 and the signal keep dropping on and off constantly. Not only this channel but all the channel was having signal issues so I called your technical help line round 4:50 PM AZ time. COX customer service, “Shannon” came on and to solve the issue, she said she need to reset my cable box, which would take 10 to 15 minutes. I had few people over to watch the game and was frustrated with COX’s poor signal performances, and yes, I did complaint. The most frustrating part of this incident was that the COX customer service person must have thought it was funny because she was laughing on the other line. I did not wish to deal with her poor service so I asked for a manager. She put me on a hold, came back five minutes to see if I was still on the line, put me on hold another five minutes, came back on line to see if I’m still waiting, and again put me on another hold. She never came back and after another 15 minutes, I hung up the phone.

As a COX customer, I am paying a substantial amount of money for three services but that includes customer service. I do not appreciate or accept one your customer service’s mocking attitudes. Yes, I was frustrate but when having guests over for an entertainment, I would like to make sure things go right. I have been COX customer for years and if this is what is expected in the future.

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 consider the issue resolved at all. Yes, Cox Communication contacted us and showed us that the internet is working at the time of the call, however that was not what we disputed. We disputed the loss of service for 2 weeks. The company has done nothing to resolve that problem. The company was unapologetic and took no responsibility for the sub par service.

Regards,

Revdex.com #[redacted]We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of our office we reviewed the call in question to verify the promotion that was offered.  From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error.  To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires.  When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have had frustrating experience getting my service started. I placed an online order via online chat for home internet approximately a week prior to date on which I wanted service to be started. Cox representative ensured me date and time window on which they were going to come out, no one showed up. Next day I called cox, what I hear is my order was cancelled due to credit score issue from quality control and I had to stop by near by cox store in person to provide my ID proof. No one notified me about cancellation of order via email or phone. I wouldnt have known if I had not called them. Next thing I do is go to coz store in tempe,AZ and show them ID proof, it turns out that person who entered my information had wrong SSN, with my credit history (excellent) I would not have to go there in person, Luckily I had screenshot of my chat coversation so I showed it to them in which I provided them correct information. I had to drive roughly 25 miles and spend 1.5 hours from my working time for their mistake. I called tech support to address that, I had to repeat whole story to all the call transfers they made may be 3-4 people and that call lasted almost 2 hours. Tech support apologized and recognized mishap and transferred me to billing/credit, first responder in billing blames me that I provided wrong info, when I firmly stated that I have the record and I can send it via email he puts me on hold and tells me he wl get back soon, never comes back on line and I was transferred to another person to whom I had to explain everything from scratch, she says they will give me credit for 20$ for no show of technician on time. I insisted on what about all the inconvenience to me, my fuel, my work time, my time on call with them almost 3 hours in total all these because of their mistake and mishandling. I have spent 4 days without internet and had to spent extra on my mobile data, couldnt do my weekend internet calls overseas. She transfers me to supervisor who gives me anothet $20 credit which is ridiculous and according to them it was appropriate. I had good impression about cox but looks like customer satisfaction is definitely not one of their priority. I was expecting at least $100 credit for all the mess and time I had to spend on this.

I am frustrated to the point that I will be searching for a new home phone and Internet service provider as I have been more than fair with Cox in trying to work through their service issues which happen each day, numerous times daily. Each time their service fails and I call, I am told the repairs will be made. In the instances where a tech is sent to make those repairs, the highest percentages of times within an hour of his leaving and being told I should have no further issues, the internet and phone goes down again. Sometimes for 10 minutes, other times for over an hour.

It is amazing to me how the consumer seems to have no rights, are expected to pay for horrible service and then has to fight to break a multi year contract. I am expecting one of those fights as I am only about three months into a two year contract, but will inslist an attorney if needed to keep this issue from adversely affecting me financially. I write this in the hope that others think hard before entering into any agreement with Cox Communications in the Peoria, AZ area, which is where I live.

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

I am appalled by the current product and business practice of Cox Home Security Services. Cox's home security system, named Home Life Security, is highly flawed. It has features, such a panic button that is inoperable in their system, which was a new system I had installed within the last 6 months. I have had this new "Home Life Security" system for the past six months but when I used the panic button to get care for my mother that was having a stroke, the panic button was inoperable. this was not the first time their panic button failed. at that time I choose to cancel service with their home life security as I no longer had confidence in their services. I was transferred to various cox representatives that kept trying to convince me to keep the service, but as I explained that I no longer trusted their service and why, 5 of the 7 employees agreed with me. I also had a false alarm that when I called home life to cancel it, I gave my password and home life did not recognize it so they sent the police to my house which was a 104 dollar fee I had to pay. the reason was cause although I changed my phone number with cox I didn't change it with home life, which makes no sense... you're supposed to be the same company. now cox is threatening to attack my credit because of the early cancellation fee to the contract, a contract where I held my end of the deal in paying them and being current but them not hold their end of the deal and provide good service. Cox's only solution to cancel my contract, I pay the $400.00 cancellation fee, which I asked to set up a payment plan on to avoid my credit being attacked, they said I would have to wait till it goes into collections before I could do that.
cox fyi... I have been a loyal customer for 7+ years, your system monitoring no good... I hate that it has come down to this, but for you all to treat loyal customers with such bad service and then turn around and punish them by attacking them with a fee is an outrage. a security system should have no flaws in it, it's one of those things that hardly gets put to work, but when you expect it to work, it's crucial that it work correctly. learn to treat your loyal customers better, it's loyal customers that has made you the company you are today.

April 18, 2014
 

class="MsoNormal"> 

Complaint ID # [redacted]
 

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly billing concerns.  We are sorry to hear that the customer does not believe we have communicated properly the terms and pricing of his service with us.  It is our hope that the information provided in this response will help to clarify Cox’s position on this matter.
 

The customer states that they were not notified that beginning in August of 2013 their Internet pricing would increase to $189.50 per month, up from the previous $169.00 rate.  We are sorry to hear this.  On the customer’s July 3rd 2013 statement was the following message:“At Cox Business it’s our priority to continue to add value with new Internet speeds, enhanced features, and additional programming.  With rising costs of doing business, we are making changes to your bill due to the expiration of the Initial Term of your Cox Business agreement.  The new rates will be effective sixty (60) days after this notification.  The monthly recurring charge for your Cox Business Inter Service will increase up to 10%.  This invoice contains your current monthly recurring charges, taxes, fees and surcharges, before these increases take effect.  If you have questions, please call us at ###-###-####.”A copy of this statement has been provided for reference.  In addition to this 60 day notification this is made clear under the term and conditions of service under the contract signed by the customer on August 22nd 2011.  A copy of this contract has been included for reference with the relevant section circled.  The new pricing and term took effect with the customer’s September 4th 2013 statement.  We have copies of an email exchange between the customer and the Sales/Retention representative [redacted] in December of last year, 4 months into the customer’s renewed term, at that time the customer was offered a 24 month renewal of his current internet speed at the $169.00 price point.  A new contract was drafted and sent to the customer for review and signature.  We did not receive that contract back.  The customer in his complaint, states that he saw an online offer for Cox Business Internet for a faster download/upload speed than his current speed at price-point of $169 a month and he should have been offered that rate with that speed when he spoke with the Sales/Retention agent in December.  We apologize and understand his frustration, however, that pricing only became available in January of this year and was not available when the customer’s offer and contract was drafted in December.  If the customer should so choose we would be happy to offer him that download speed at the $169 price-point with his consent to a 12 month term.   To setup this new tier of Internet the customer may contact our Cox Business center at ###-###-####.  Thank you for your time and consideration.

 

Respectfully,
 

[redacted].

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.

Regards,[redacted]

[redacted] complaint--= [redacted] #   [redacted].
 

Because the complaint did not contain any information to locate her account, we contacted the customer via email so we can work directly with her on her former account billing concerns.  We received a response from the subscriber and will answer and address all of her questions related to her account.  Thank you.
 

[redacted]/ Cox Communications Executive Offices/ [redacted]

June 4, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly...

by phone.  While we were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns.  We invited the customer to call us directly if he had questions regarding his account.  Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted].   Thank you for the opportunity to assist our customer.   [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Dear [redacted],
As a good faith gesture, I have removed the modem rental fee and updated it as a "purchased" modem.  This will reduce your monthly rate by the $6.99 modem rental fee.
Please feel free to contact me with any additional questions and/or concerns.
Respectfully,
Sylvia L. D[redacted]
###-###-####

[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] I spoke with Jesse and courteous enough to understand the situation and willing to resolve the billng issues. As explained on the phone I do not see billing changes, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
 
Regards,
 Rajamohan Sandella

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 are sorry to hear our customer was negatively impacted by email issues. We have attempted to directly contact the customer to by telephone. 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

[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,

[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,