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Cox Communications

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Cox Communications Reviews (1495)

Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show we charged you for an internet upgrade installation fee of $on July 14, Per our conversation on July 21, your account has been credited the installation fee of $ Please be advised the credit will be reflected on your August statement I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 5:00pm, Monday through Friday Best Regards,

Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ Cox had the opportunity to speak with the office upon receipt of this concernWe apologize for any inconvenience

Dear [redacted] , Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers I apologize that we set you up on a year Price Lock Guarantee contract without your authorization Our records show we charged you an early termination fee of a total of $plus tax onto your Cox account on July 21, On August 23, I have removed the early termination fees of a total of $from your Cox account You will no longer owe that balance However, our records show that you have not returned the Cox Equipment(s) Please return the equipment(s) at your earliest convenience at any of the Cox retail stores I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------... [redacted] [redacted] Tell us why here

Dear [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Per my original response to you dated April 8, 2016, you have the following services Our records show that you received the Advanced TV and Essential Data services for $for months with a year Price Lock Guarantee (PLG) However, you added DVR service for $11.99, a rental cable box for $8.50, and a rental modem of $ for a monthly fee Our records show you currently have a $off discount for your DVR services for months so the monthly fee is $ Your monthly charge for months is $and after tax total it is $ Since you have added DVR service and there a rental equipment fees, we cannot lower your monthly charge to $94.08, per your request If you would like to downgrade your services by removing the DVR service and cable box and replacing the cable box to a mini box then your monthly fee will be $before tax However if you choose to keep your services the way it is then your monthly will remain $for months You also requested that we remove the $step up fee from months through Unfortunately, we cannot make any changes onto your Cox account, until your current discounts expire I strongly advise you to call into Cox on February 1, to see if we can add any discounts to help lower your monthly fee, at that time I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------... [redacted] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

Revdex.com: 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 have discussed the horrible customer (tech support) I have received with [redacted] in the pastThe last we spoke about this she informed me that I as a customer would just have to accept this type of tech support if I was to stay a customer of CoxI understand someone that has not had to deal with [redacted] this would sound unbelievable but it is trueI have been a long (years) time customer of Cox and have always purchased the most that they have to offer At some point in time Cox headquarters in Atlanta had decided that they would give regional areas for example San Diego complete autonomous authority over their customersSo [redacted] 's word is the final athority as far as customers are concerned in the San Diego areaHow true this is I'm not sure but all my attempts to get around her has been futileYou attempt to call the Atlanta office and no one there will talk to youThey will just send you back to [redacted] , periodAs far as [redacted] checking my record for the latest complaints, she is being a little disingenuous here because Cox reps have a habit of not logging in all calls or complaintsThis way it protects them from being identified just incase the customer complainsCox also has the policy that the customer doesn't need to be able to identify the representative they are talking toThis makes it almost impossible for the customer to report an individual representative for abuseThis also allows someone like [redacted] to deny anything is wrongThis way she and the execs of Cox can hide their heads in the sand and say they don't understand why their customers are complaining so much because from what they can see everything looks good to them, a little dark but good [redacted] states that I'm demanding that I speak to a director every time I've calledThis is not true as the only time I've requested to talk to someone that is a position to lets say, our customers shouldn't be treated that way and you have contacted the right person to do something about it, is when I've had to spend more then minutes being mishandled, put on indefinite holds, transferred to the wrong place or just being lied to by the representativeThe fact is I haven't even asked to speak to a person in that position for the first years of dealing with CoxI had just recently attempted to contact other people in Cox because after all those years of going through their national customer service call centers and seeing no improvement I decided to attempt to talk to someone high enough up in the corporate structure and tell them about not only my misadventures with this companies customer service agentsAs a customer of Cox I've been defeated each time by the headquarters in Atlanta by them insisting that every customer in the San Diego area go through [redacted] , periodI've put more time and effort into attempting to stay a Cox customer then Cox has put in trying to keep me as a customerAs a matter of fact [redacted] has made it even more difficult to stay a customer by her insulting remarks and past behavior towards meI also understand that I like any other Cox customer can't prove this type of behavior by any Cox employee as they refuse to allow any of their conversations to be recorded by the customerAnd yes I've attempted on several occasions to record these conversations but here in California you need both parties to consent to being recorded and Cox refuses to allow that to happenThis is just another example of Cox executives putting their heads in the sand disavowing any wrong doing because their's no proof of it Regards, [redacted]

Dear Revdex.com: Cox Communications responds to the rejection for Revdex.com Complaint # [redacted] As mentioned previously, a technical issue with our vendor who processes our refunds occuredUnknow to Cox agents assisting our customer that an issue was at hand, a submission was done for for another refund and the reason for conflicting information with respect to a refund mail dateOnce reviewed and the issue discovered, our vendor advised our team that the refund check would be mailed as of The information we are providing is the confimation that a check was processed by the vendor and could take 10-business days to be received Again, we are sorry for the events and conflicting information Thank you, The Cox Experience team

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in response of your complaint letter filed with the Revdex.com outlining your concern with the speed of your internet service Our records show that during the first week of June, our network operations team expanded the NODE that services your area This expansion enhanced our customer's experience in your area If you are still having issues with your speeds, we would like to have a field supervisor come to your home to ensure that everything from the outside cable through your home is within specification Please contact me directly so that I can arrange for a time to have a technician come to address your service concern My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]

Revdex.com: 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.Cox Communications has never met their end of our original agreement when I added my phone servicesI know exactly what I agreed to and I not only double checked but tripled checked before making the final agreement with the Sales RepCox Communications has not met their end and since they are the ones with money, feel they can get away with walking over me, the little guyPlease get ALL my money backNOW I am asking not just the original amount but I am NOW asking for the amount from my previous Revdex.com complaint about Cox Communications about a very similar issueI have been a loyal customer and to be treated and abused like this, with the very little money I get each month, I find what Cox is doing not only inhumane but bordering on robberyDo what is right to ME the customer and NOT to yourselves the big money company Regards, [redacted]

Cox had the opportunity to speak with Mr [redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolutionWe sincerely apologize for any inconvenience and appreciate the opportunity to address the matter

We are sorry to hear that our customer experienced ongoing issues with their servicesUpon receipt of our customers concerns we reached out to our customer, who confirmed that their issues have been resolved Our customer has been credited a month of service for the issues they have experienced We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer Sincerely Cox Communications

We sincerely apologize for the issues Ms [redacted] experienced Our records indicate Ms [redacted] contacted us March 25, to schedule a service call, however the last request for a service call prior to this was in August On April 12, the technician determined this was not a Cox service issue; rather it was a customer equipment issue but because the issue wasn’t fully resolved in the service call prior to this, the service call charge was waived for the customer as a courtesy Three credits totaling $have been issued between March and April which is nearly months of their Internet service In effort to work with them and resolve this issue, a final onetime credit of $was issued to their account today as a total credit for ½ months of their Internet For any further concerns regarding this matter, they may reach ***, a Cox representative, at [redacted] We hope this help to explain and resolve this matter Thank you

Revdex.com: 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 reply from the COX still didn't answer the question why a scheduled tech appointment for Friday was changed by the manager/supervisor on wednesday (who was also abusive/unsympathetic) in retaliation after I asked for COX policyAlso, the fact that COX now mentions hrs to rectify but representative telling me and then hrs is definitely an evidence of COX's deceptive attitude towards customer or that their staff doesn't now what they are doingI had to work from office on a holiday weekend because the technician (the manager) had canceled a scheduled visit without informing me and that definitely added insult to my injuriesAlso on Friday I was told that there is no complaint on my account which is definitely a sign that this manager did delete the complaintSo, I will like the manger to issue a formal apology and I want to be compensated properly because of the mental anguish and frustration caused by this incident Thanks a lot Revdex.com, Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The charges were not accurate and they had to remove the technician fee and also the days of serviceSo their claim that the charges were accurate is infact inaccurateAlso I haven't received the apology from the associate who hung up on me and I would need a written letter of apology from Dixie.T Sincerely, [redacted]

Dear Mr[redacted] ***, Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your TV-Caller-ID Our records show that you recently had a trouble call scheduled for July 12, between 8-10pm This order was then cancelled by you with notes stating that you changed your mind In reviewing our internal records, we show that the TV-Callis currently working If you are still experiencing technical issues with this service, please contact me directly so that I can arrange for a supervisor to come out to your home My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

Dear Revdex.com: We are responding to the customer's feedback for case# [redacted] Once we received the information we immediately reached out our customer and discussed the reasons for this particular reviewOur customer graciously accepted for us to send a specilized lead technician in this focused area to look at all once again We have an appointment scheduled for We look forward to resolving this matter and appreciate our customer's patronage and working with us Thank you, The Customer Experience team

Dear [redacted] , Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show you spoke with a Cox Survey representative on June 30, regarding the expanded cable package that you did not order We truly apologize for the inconvenience we put you through regarding this matter Our records show the Survey representative applied a credit adjustment of $onto your account along with a 20% discount on your internet services, due to the error, on June 30, Please be advised the credit adjustment will reflect on your next billing statement In the future, if you have any issues or concerns regarding your Cox services, please contact me directly at [redacted] I am available for any additional questions and/or concerns you may have regarding this letter, as well My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------... [redacted] [redacted]

We have read our customers rebuttal and at this time we do not have anything additional to addWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused to our customer Sincerely, Cox Communications Executive Escalations Team SE

Dear [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to the billing on your account I have conducted a thorough review of your account and have determined the following: Our records show that your services were electronically disconnected on May 12, As outlined in your statement, billing stopped on this date Therefore, you were not charged for services that we suspended On July 9, there was an install order placed to reconnect services on July 13, Our records show there was an error in processing this request As a result of this error, we were required to send a technician to your home On July 18, 2015, the technician determined that all services were disconnected at the pole prior to you requesting to reconnect service Based on this information, Cox must respectfully deny your request for a month of service credit However, we have applied a credit in the amount of $ This amount represents charges for cable and internet from July 9, to July 18, Please accept our apologies for any frustration this has caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Best Regards, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

We are sorry to hear that our customer has chosen to disconnect their servicesUpon review of their account, we see the disconnection was completed successfully on the day of request We will review our customers interaction with our Customer Loyalty Team to ensure that there is coaching and development that takes place in the area’s neededWe thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs again soon Sincerely Cox Communications Executive Escalations SE

Revdex.com: 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 Thank you for the response, but it doesn't answer my original question of WHY I was not given the original price I had previously asked specifically about why the price was different AFTER the cable was installed I have no reason to believe that if I were to have the cable TV installed again that the price wouldn't be wrong again As such, I cannot accept this response It doesn't address my question whatsoever - instead it's an offer for a new service Regards, [redacted]

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Description: Television - Cable, CATV & Satellite

Address: 43 Peninsula Ctr, Rolling Hls Ests, California, United States, 90274-3583

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