Cox Communications, Inc.

I had Cox for 17 months, moved and wanted to be connected at the new address. Everything was fine and dandy to keep me as a customer. I took a half day off from work to meet with the installer. Waiting until the last 1/2 hour I called to verify someone was coming. I was told the installer called out sick....one installer for thousands of customers? After talking to [redacted] (supervisor) I was told they would come out the following day and that I did not need to be home. I get home from work to a very angry new neighbor yelling at me that Cox disconnected him instead of connecting me. I spent several hours by phone to Cox again. [redacted] had promised if I called she would call me back. They gave her the message but after an hour I called again. By the time I talked to another rep. I was told the dispatch department was closed for the day. Today 7/31/14 I get a call at work from Cox installer that he is at my house. I leave work spend an hour waiting for the guy to tell me that the line from the house to the street was cut. He then tells me that he has to send someone else out but not until Mon., today is Thurs. The best part of this story is the agent I spoke to today ([redacted]) who threatened to hang up on me because I said, "I honestly don't give a damn about the Iternet or TV I just want my phone hooked up for now." She said, "If you use profanity again, I will hang up on you." I said, "are you kidding??? PROFANITY??? I said DAMN!" She said, "it was the way you used it that was profane." I said, "you have to be joking!" She said, "No, mam, if you swear again I have the right to disconnect this call." GET YOUR ACT TOGETHER COX CABLE....,another cable company just got my business!!!!

We would like to thank the customer for taking the time to file their concerns regarding their services and account.  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 services and account, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.
 
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

There was an outage in my area on 9/11 @ 12am. My service came back up sometime in the early morning before 6am. My tv and Internet worked fine. Then about 11am my TV and Internet went down. I called cox and that'd to give it til 2pm. After 2 I called them and was told to wait until 4. I called again at 4 then again at 6 and 8pm. When I called at 8pm I was told I would have to wait til Sunday for anyone to look at my issue. I explained that I work from home and support physicians at 36 hospitals and was on call the following day. Now it's Friday I'm on call and have no internet. I had to take the day off work because I have no internet and was told a same day order work order was being put in. I'm very upset but unfortunately the only other provider is century link and they don't have the speed I need. Can't wait for [redacted].

It's criminal. Products and services not what they market. Constantly calling COX to get the cable box reset. Not worth it for your what they charge and in many instances, they hold the monopoly so the consumer has choice. Very frustrating and disappointing.

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.Your response is full of half truths and is deceptive in nature. We did speak about the multiple times people have been here for repairs and yes my very pregnant wife does not want you back in here without a plan to just keep pulling wires senselessly through our bedroom (where the main junction of wires is located). Although I do not want you in my bedroom again, I realize that we are going to have to have you in there at some point. I have never said you cannot come into my backyard. The big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding it. My complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this point. I have taken the time to email you recent video and pictures as proof and backup. You have sent multiples of technicians out here and have failed to correct the problem. You have wasted my time, money and patience, which, after dealing with this for too long, deserves compensation. Further, you left me a message at 10:37 AM this morning asking about scheduling someone to come to my house. It appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your message. I find this funny, because when you initially contacted me I took a substantial amount of time to go over my problems. It was in the middle of a very busy day and asked you politely to call me back in the morning after you reviewed my issues and my request for compensation. I was clear and specific about a time to call me back, we agreed you would call at that time, yet it took you over a week to contact me again. I was patient, called customer service and documented the issues I was having and had the supervisor note the account and give you a message to call me when you could. The fact that you gave me no where near that courtesy seems unreasonable. Please be aware, I am a business owner, I have internet marketing people & an attorney on staff, the Revdex.com is the first escalation to resolving a problem that could not get resolved within your current management and this has become more about principle than money for me. You will not take advantage of me any longer and will pay for the frustration of providing an inferior product, giving me inadequate service, sending me unprepared technicians and charging me full price for it. Here is where we stand: You can come work on the outside of the house anytime you like. There is no dog and the gate has no lock. When you have buried the outside line properly and determined that there is no issue with it, I will schedule someone to come work inside the house. (Since you have been in the house multiple times, I think it is reasonable to work on that first, since it has been half-assed from the start.) Please provide a breakdown of the credits you are providing to compensate for the improperly functioning product. (I believe you should credit multiple months, in full). To be clear, I am not aware of any resolution to this point, so please quit asking me to close out this Revdex.com file before you accomplish anything. Fix the problems, realize that your company has caused damages and taken undeserved money from me and make things right. I feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling. 

Regards,

I’ve been a biased Cox customer for over 5 years now but their customer service and focus has been deteriorating. The internet truly isn’t THAT fast. With streaming, gaming online, and listening to music or playing youtube videos, there’s lag every so often. I went through a similar experience last year due to a transfer that was not fulfilled correctly and delayed services turned on for only a couple days. The moment Google fiber becomes available or another internet provider with as much mbps down, I will have no hesitation to make the switch.
Here’s my current experience…
September 9th 2014 Call contacted #1:
I called Cox to do a simple transfer to my first bought home. It’s already a high stress time with the move. I called to only ask for a transfer. The rep began pitching me a sales about TV and Phone. I advised I don’t watch any TV because I am a gamer. He continued to ask if I use any of the streaming apps, I again advised No and that I just stated I am a gamer only. I advised to get back to my transfer request otherwise it’ll really irritate me, I didn’t want any services. He said okay BUT I just want to be sure you understand because most people jump on this deal. I said again, that’s great, I’m not most people and I’d like to go back to talking about my transfer, again before this annoys me. He said okay no problem BUT I just think it’s strange when someone says no to the package. I said “thank you for thinking I’m strange” & hung up!
September 9th 2014 Call contacted #2:
Simple – I told the rep I just hung up on the last guy and I just need my service transferred for “next week”. He said okay, looked up the account, asked for the date. I specified September 19th. He completed the work order. That’s all. I thought I was golden and prepared.
WRONG!
I received two emails following that call. One stating my requested cancel date was 9/9/2014 and my new service is ready “immediately”. I was in disbelief.
September 9th 2014 Live Chat contacted #3:
At this point, I’m too annoyed to speak to another person. I decided to chat live. I merely asked what those emails meant because I was very confused since I requested it for the 19th. The chat rep did confirm they cancelled and turned on the new service on the wrong date but said I had to contact customer care. Awwwweeesome.
September 9th 2014 Call contacted #4:
Immediately requested a manager. Rep asked for brief explanation, I gave it to the rep. They sent me to customer care. A rep answered, I asked if it was a manager. No but they insisted they could help. I let them. Stated to have the problem corrected and everything was ready for the 19th. End call.
On the 19th, my family and I were too excited and exhausted from the entire move we didn’t care for internet. On the 20th, my fiancée and I attempted to plug in the modem expecting to get the kids and ourselves up and running quickly. No. No internet access.
September 20th, 2014 Call contacted #5:
The rep attempted to assist for a while until questioned if the services was in fact on before wasting any more time. The rep advised, no, the work order was not done. Advised the soonest tech couldn’t be out until the 24th. Unbelievable. The rep did advise a manager will call on the 21st to advise whether or not it could be done that day.
Next day, no manager phone call at all.
September 22nd, 2014 Call contacted #6:
I called cancellations to end my services. They sent me to the tech side to see what can be done. They had nothing new. I said send me back to cancellations. The new cancellation rep advised she’ll credit the account and am I entirely sure if I don’t want to wait a few days for the service. I caved in knowing I have a camping trip this weekend and my home was still a disaster from the move. I couldn’t do anything different at this time. End call thinking my internet would be turned ON AND WORKING on 9/24/2014.
Wrong again…
I looked online just out of curiosity to see what my account displayed. To my surprise, I was charged $30 for an activation fee. WHAT IN THE WORLD. ACTIVATION FEE? For what?! The service that they never activated. At this point, dealing with all of this during a stressful time, I was livid. I get it, it’s just internet. But it’s THEIR job they are doing poorly.
September 22nd, 2014 Call contacted #7:
I contacted billing this time. I got a diamond in the rough rep to talk to. (I know that terminology because my fiancée has been an AT&T Uverse rep for years and now doing QA for Asurion) This rep was amazing. Totally understood the issue, advised to waive that ridiculous fee and then comp the entire month of service due to the experience. I was so uncontrollably happy. Also advised my internet would be ON AND WORKING on 9/24/2014. I have been looking forward to this and so have the kids.
September 24th comes along. I had work all day, came home, attempted to connect, nothing happened. I immediately had to go to PV early and I am stuck in class all evening wondering if the work order was completed so I decided to live chat again.
September 24th, 2014 Live Chat contacted #8:
I so kindly asked the rep if my work order was complete because I’ve been waiting for 6 days for them to correct the issue and turn on the services. The rep advised they see the problem. My heart twitched in irritation. They only did part of the work needed today and the other half of the work would be done tomorrow. I am completely taken back at this.
This has been the worst experience ever with nobody fulfilling their word. I would NEVER recommend Cox to anyone due to this horrible customer service. I’ve posted this on facebook for over hundreds to read, wrote my negative experience on Revdex.com, and will tell a long tale to every person I meet in person.
Congratulations Cox and thanks for being the worst at customer service 2 years in a row.

We are sorry to hear our customer was having technical issues with her Cox services. We have attempted to directly contact the account holder of this location by email and telephone. The contact for the complaint is not currently listed on the account and we are not able to go over account...

information due to customer privacy. If there are service issues, we do need the opportunity to go to the location to have a technician review the equipment and signals. There are times that a service call would have a service fee; however, there are also reasons why our customers are not charged for service calls. Once we made contact with the account, we can work towards a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 19, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file her concerns regarding the billing of an account after they had transferred service.  Please let me begin with an apology for...

any inconvenience she experienced.  We certainly do not want to cause her any frustrations. The customer had service at an address on Northern Ave. where they subscribed to commercial internet and phone.  On August 6, 2014 they transferred their phone service to an address on 19th Ave.  The billing for phone service stopped at this address the same day.  They are in the process of transferring the commercial internet service to an address on [redacted].   Since the internet service won’t be transferred until August 20 it was left active and the billing for this service wasn’t interrupted.  When the transfer is complete, the billing on the [redacted] address will stop and the account will be fully disconnected.   Generally only one late fee is credited in a calendar year such as the one that was credited on June 4.  As an additional courtesy, one additional late fee has been credited. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

We would like to thank the customer for contacting Cox Communications via the Revdex.com regarding his account concerns. We enjoy hearing from our valued customers and apologize if there was any confusion regarding the parameters around the customer’s 24 month service agreement....

 On August 16th 2013, Mr. [redacted] was enrolled in a 24 month Price Lock Guarantee (PLG) service agreement.  This service agreement keeps the base, normal, pricing for video and high speed internet service at the current rate as of the day of the agreement for the subsequent 24 months and protects the rates from general rate action increases.   In addition to this benefit, the customer was provided a discounted $89.99 (before taxes) a month duo package for Advanced digital cable television service and Preferred speed internet.  This normally retails for $135.48 per month.  The customer has been saving $45.49 each month he has been enrolled in this discounted package.  We offset the loss for providing this discount by the customer fulfilling the full 24 month agreement for service.   In addition to account notes confirming the customer’s understanding that there would be a prorated Early Termination Fee (ETF) up to $240 if any of the PLG services were removed before the end of the 24 month agreement, included on the customer’s September 4th 2013 statement was the terms and conditions of the PLG agreement as well as notice on the bill that the customer could discontinue this agreement without penalty by notifying Cox within 40 days of the receipt of the bill.  We received no notification from the customer that he wished to discontinue any part of the PLG service until July 15th of this year.   If the customer should still choose to discontinue any portion of service the ETF currently stands at $110 and will be reduced by $10 for every month the customer elects to retain all PLG services.  If the customer chooses to remove the cable service and retain high speed internet alone he will lose all discounting, the priced-locked rate, and can expect to pay $62.99 per month for Preferred speed internet.  To make any changes and for further assistance, we are always available at ###-###-#### or online at [redacted].  Thank you for your time and consideration.  Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

January 20, 2014

 

 

Complaint ID# [redacted]

 

 

We are sorry to hear the customer does not believe that her concerns were adequately addressed in our first response.  We are also sorry to hear that the customer has loss her employment. 

 

We do not charge customers higher rates based off of their credit score.  We do assess refundable service deposits to all customers whose scores are below our credit threshold.

The customer does not have a service agreement with a term and therefore will not incur an Early Termination Fee should the account close. We do encourage the customer to contact us at [redacted] to officially close her account to stop any additional billings.

 

Below is a breakdown of the reactivation and late fees assessed to the customer’s account since it was opened in August of 2013 versus credits already applied:

 

Charges                        Date                 Credits                         Date    

Late fee    $ 9.59          11/29               Reco. Fee -$20.94       1/06/14           

Reco. Fee $20.94        12/17               Late Fee   -$8.38         1/06/14

Reco. Fee $20.94        12/21  

Late Fee   $ 8.38          12/29                                           ...⇄ />
Total         $59.85                                Total           $29.32

 

In consideration of the customer’s current financial situation we are happy to credit the remaining reactivation and late fees totaling $30.52.  This leaves the customer’s current balance at $297.44, part of which is for the currents month’s billing which will be prorated and subtracted from the outstanding balance once the customer contacts us to close the account.  The customer’s deposit of $100 will also be applied towards the account’s outstanding balance once the account is closed. 

 

We thank the Revdex.com and the customer for the opportunity to once again respond.

 

Respectfully,

 

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

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

June 27, 2014

We were sorry to hear that the consumer was unhappy with our response regarding her bundled rate and her Price Lock Guarantee (PLG) for her Cox services.  Upon receipt of her initial complaint, we extensively reviewed all of the notes and records that were available to us.  I had provided detailed information to assist her with the questions she had on the bundle and the PLG.    

Because of the many details that accompany this type of request, I contacted the customer on the phone in order to assist her in making the decision on her services and the rates.  The customer and I went over her account billing, the services that are included in her current monthly rate, and the available rates when the services are not bundled.  During our conversation, we both agreed that she was receiving a great discount for the services she subscribed to.  I have agreed to remove her from the PLG without penalty if she should choose to do that.  When we spoke on June 19, she was going to review all of the options and contact me back with her decision.  She has the direct number to my office and I look forward to assisting her if she should need me to.   

At this time, we have left the services and pricing as they were and have not made any changes. We regret any confusion over the bundled rate and the PLG that was provided on her account.  We want to thank her for being our customer, her patronage and loyalty is appreciated.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

Upon receiving the customer's additional response, we attempted to reach them again by telephone on July 20, 2015, at an alternate contact number listed on the account instead of their Revdex.com complaint. We were unable to speak with the customer but we were able to leave a voice mail message. The customer contacted us via e-mail advising that he had received our voice mail message but requested our response to his inquiry be sent in writing. A letter has been sent to the customer's home to address their concerns with the billing. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. 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.

As stated in my complaint, I spent hours on the phone with Cox Communications trying to state that I had NEVER been advised that my property would be damaged.  It was not a courtesy credit of $150 for the damage to my property.  After being frustrated with getting no where by phone to resolve the damage, I at least wanted to be compensated for not getting the full service I had been paying for.  I called customer service because your company advised me that I was not getting the service for my $136.95 monthly bill.  I feel like if I've been paying for a service for months at a time and not getting what I paid for, you should reimburse me for the entire time,, just not $150.  I was just so frustrated that I agreed to something.  I have yet to have my paint on my house or my concrete fixed at this time.  I have been in contact with your contracting company; however, they work the same hours I do and have yet to be able to meet with them since they do not work weekends.  (This I find ironic since my concrete was refilled on a Saturday!) 

Regards,

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.

The response that I received from Cox is not acceptable because they did not understand that the they were at fault and had published incorrect and misleading advertisement on their website. I want to address a few points that the response was incorrect on. 

---I called COX one month prior to October to dispute an over charge and the customer service representative that I spoke with understood the problem and rectified the problem. (However only for one month!) I gave the representative the online promo code that I was given the month before (the promo code that I was given by the online customer service representative) and she saw that COX had charged us the incorrect amount. That month I paid $19.99 for cable and internet. 

---The next month (second month with the cable + internet) I was over charged again. I did not make any changes to my account. That is when I must have talked with [redacted], the second customer service representative. And I was unable to get the problem resolved. He did not understand that the the promo code was either advertised wrong and COX was not honoring what they had on the website. The $60 a month that I was being charged and the $19 for tv are the normal prices at that time without any promo code or discount for bundling. 

---I do not fully understand COX's response. Not sure what "video service" is…. is that the same as the cable TV that I have; which is 5 channels that I would already get without COX service. Are you saying that if we would cancel what you are calling "video service" then we would pay $19.99 less per month, no longer get the cable tv and only get charged the $60 for internet. I would rather do that! (Even though that brings me back to where I was in August when I "upgraded" my service. Moreover, discontinuing the TV/"video service" really defeats the purpose of the internet customer service agent giving me a promo code because that is your normal price at the time. I literally get 5 channels that I would normally get without COX cable. The initial internet lady that I chatted with was telling me about how since I pay $60/mo for internet already that I could upgrade my service and get cable and internet for that same price. I printed that transcript of our conversation and read it to the first representative and she understood and changed the price and said we were all set. Ceasar simply said he could not do anything. 

On a side note, I was super surprised when I went through the trouble of upgrading my service with COX to receive cable tv that the cable TV was only 5 channels. And those were the same channels that I received without COX cable TV. They are the local channels such as [redacted] and the news. It is interesting that COX can make money off what is already free! 

Moreover, the response that I received from COX was inaccurate and did not rectify the situation. I am not even sure they understood how many months I have been frustrated with my bill and their customer service. I am currently frustrated with COX and my bill. If it wasn't a hassle to chat with the COX customer service representatives, I would call them and try to figure out if I could cancel the "video service" without it affecting my internet speed/charge. I am content with my internet and cable at this point. However I do not want this complaint marked as resolved because it wasn't resolved. 

 

If there was another option for internet in my area, I would gladly choose it over COX. COX does nothing to rectify the situations they put themselves in by having misleading advertising. 

Regards,

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly rate concerns.  Leading our company with integrity is a goal we 100% strive for.  We apologize that our valued customer was let down in this regard. The...

customer’s account has been reviewed by the direct leader of the representative who setup the customers upgrade work order. We will work directly with the customer to address the pricing on his account. Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

My complaint has not been resolved , and only to say that the head contractor has reached out to me several times, only going to my home address while I'm at work. An appt. to meet with me would be better so I can show them where we did have cable service with them before. I don't feel I should have to pay a high expense as I'm requesting service from them as they are the business, did everyone have to pay a high expense to get service from them, they do charge a monthly fee. I also feel that since I already had service here ,they should be able to find where the existing line leads to. I can send in pictures of the box that's located on my house if I need to.

Terrible customer service. I added a service, paid the bill that they sent me, and then a couple days afterward they charged my account for installation charges, and then turned my service off prior to the next billing cycles due date. A few days prior to them turning my service off, I used bill pay to pay the next billing cycle. When I called to explain this, they refused to turn my service back on. If there were any other viable alternative to Cox that didn't have even worse reviews, I'd switch my service. Completely unacceptable.

Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary...

services. We have already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]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 were able to successfully...

resolve the issues and concerns specified in there complaint.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

This is at best a Gloss over what had happened. The reason there was no initial complaint was because I hadn't added the promised features at that time due to the expense involved. When I went to add the additional options it was made clear that the salesman involved with the sale chose to oversimplify and exaggerate the systems capabilities. I do NOT accept that they were just unwilling to make this right. I have never complained to the [redacted] prior to this, it isn't just something I am doing because I am bored. The business practice involved here is at the very least fraudulent. I have ordered a company to come in and remove cox's product and will be paying (again) another company to install a proper system.