Cox Communications

There's a reason Cox Communications is one of the most hated companies in America. They extort their customer base with bogus fees, careless customer service, and extremely poor connection speeds and they have THRIVED while doing it. Let's hope Google Fiber comes to San Diego and puts Cox Communications in check with some healthy and crucial competition. Don't make the mistake of doing business with Cox.

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 policy. Also, the fact that COX now mentions 72 hrs to rectify but representative telling me 24 and then 48 hrs is definitely an evidence of COX's deceptive attitude towards customer or that their staff doesn't now what they are doing. I 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 injuries. Also on Friday I was told that there is no complaint on my account which is definitely a sign that this manager did delete the complaint. So, 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]

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.Please see attachment for response.
Regards,
[redacted]

We are sorry to hear that our customer does not accept our resolution.   Upon receipt of our customers concerns we have reviewed our customer’s account and found that our customer now subscribes to Cox Business services.  We invite our customer to reach out to us directly if they experience any additional questions or concerns. We thank our customer for bringing their concerns to our attention and for being a valued Cox Customer.   Sincerely     Cox Communications Executive Escalations Team SE

Revdex.com:
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 for the business to perform this action and, if it does, will consider this complaint resolved once I receive the final piece of information that I requested; how much is my monthly bill going to be going forward? I have heard from one of the reps on the phone there is another rate increase. I was paying $120 a month at last attempt in consistency. 
Please advise
Regards,
[redacted]

Dear Revdex.com,
font-family: Calibri, sans-serif;">Cox Communications is responding to the complaint filed with your office on 8/19/2014 assigned the ID of [redacted]. 
Upon receiving this complaint Cox Communications reached out to our customer in an attempt to rectify their technical issues.  A Lead technician was scheduled  to visit the home and determined that the issue our customer was experiencing was something that Cox is working diligently to rectify.  Our customer decided that they would suspend their video services for the time being until the deployment of the software update that will correct the problem. 
We regret that we could not find an immediate solution to the technical issue and have taken the necessary steps to meet our customer’s expectations with regard to his requested resolution.
Sincerely,
Cox Communications Executive Resolution Team

December 29, 2014
 
 
 
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention.  The complaint that he filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that he had no other recourse than to contact the Revdex.com to get his concern resolved.  We apologize for the poor customer experience that he encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your complaint and account.
 
After reviewing you are currently subscribed to our Essential Package for $34.99. The retail rate for that package is $48.99. The introductory rate you are receiving does not end until 10/03/15.
 
The only upgrade offer we have that is equivalent to the offer you are requesting is for customer paying the retail $48.99 rate and we can upgrade to the Preferred Package for an additional $5. You would not qualify for this because you are still paying the introductory rate. All online orders are reviewed by our sales team for accuracy. I am not showing that an online order was placed on www.cox.com.
 
Our Preferred Package retail price is $62.99. We can extend an offer to upgrade you to that package for $49.99 using your existing offer. It will increase your current rate from $42.59 to $57.59 a difference of $15.
 
The Essential Package speed is 5 Mbps download and 1 Mbps upload speed. The monthly data allowance is 100 GB.
 
The Preferred Package speed is 50 Mbps download and 5 Mbps upload speed. The monthly data allowance is 250 GB
 
We cannot offer you the preferred level package for $39.99 per month; however we can upgrade you at a fair price of $49.99.
 
Please allow me to reassure you that we have addressed all of your concerns.
 
Please accept our apology for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
[redacted]  
Executive Relations
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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 attached pictures of the damage done to the USB dongle.  The damage caused by Cox's technician resulted in the casing of the USB being broken and the alignment of the USB connector to the small circuit board being bent.  The damage to the case snapped a clasp on it and the case can no longer be closed properly, also shown in the pictures attached.  Finally, the bent alignment of the USB connector has placed undue stress on the connections holding it to circuit board, and any attempt to straighten it would place additional stress on them, potentially causing a complete break.
While the unit is still operational, it's continued use is not practical as the protective casing cannot be secured properly to the device.
The response from the business indicates to me that in their opinion it is okay for their employees to damage private property without the company being held fully accountable for any damage caused by that employee so long as the item damaged remains functional.
I continue to find this attitude unacceptable and request that the company provide an additional $29 so that a new unit may be purchased to replace the one damaged by their employee.]
Regards,
[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 through the Revdex.com in regards to your Cox account.
Our records show that on October 16, 2014 you contacted our customer service team to activate your internet modem.  At that time, our representative inadvertently set up a secondary account at your service address.  This was an error.
On November 21, 2014, you contacted our customer service team to dispute the rate of your service.  At that time, the error was discovered.
Mr. [redacted], Cox has removed all charges and services associated with the account that was set up in error.  In addition, we have made this account "non-serviceable" to ensure that it will not happen again.  The proper coaching has been sent to the department that caused this error and will be addressed accordingly.
Please accept our apologies for any inconvenience we may have caused you.  I am available for any additional feedback you may have.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12526235, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]   It only has  been two days since  problem has not occured. tech still needs to come out for noise in the inside line
Regards,
[redacted]

At Cox Communications our customer satisfaction is number one goal!  We are sorry to hear that our customer has concerns regarding their billing.  Upon receipt these concerns we reviewed our customer’s account and found that our customer has since visited their local retail location to...

have their concerns addressed.  Our Retail Agent explained to our customer that the charge occurred due to our customer removing the Cox Service Protection Plan (CSPP) from the account, after a recent visit that was determined to be non Cox related.  Our Retail Agent has issued an adjustment for the service call, and applied an additional $25.00 credit to the account for our customer’s inconvenience. Additionally our customer called in to our call center on March 7, 2016, and we waived our customer’s most recent late fee. We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team SE

We are sorry to hear that our customer has concerns regarding receiving their $100.00 Visa Gift Card. Our customer’s rebate was declined due to the rebate being entered after the submission deadline (12/31/15).  Striving to live up to our mission statement “to be the most trusted provider” we...

are willing to issue our customer a $100.00 adjustment to their account.  If our customer accepts this offer they simply have to respond to this complaint so that we can enter the adjustment to their account. We thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer.   Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Ms. [redacted],
Can you please provide me with your [redacted] service address or account number so that I may assist you?
You may also contact me directly at [redacted].
 
Respectfully,
[redacted]
Office of the General...

Manager
Cox Commumications, California

June 8, 2015
 
 
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention.  The complaint that she filed was sent to our attention for research and resolution.  We are sorry to hear that our...

customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved.  We apologize for the poor customer experience that she encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have addressed your complaint.
 
 
After speaking with you on today, you advised me that all of your technical issues have been resolved. We credited your account for the month of services. You currently have a zero balance.
 
Please allow me to reassure you that we have addressed all of your concerns.
 
Please accept our apology for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
 
 
 
 
Robert S[redacted]  
Executive Relations
###-###-####

We are an extremely small non-profit organization that Cox feels compelled to price like a small business account for internet and phone services, even though we do not use or need the typical functionality that their small business phone and internet packages provide. We a currently paying about $50 plus taxes and fees for 2Mbs internet bandwidth when most home customers are paying about $65 month for 50 Mbps of bandwidth. Cox refuses to make a more reasonable pricing structure available for organizations like ours.

Dear Mr. [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 your internet service.  I have reviewed your account and have determined the following:
Our records show that on September 15, 2014 you installed Cox Preferred internet service.  Since your install date, Cox has received one trouble report which was on September 30, 2014.
If you are experiencing technical issues with your Cox service, please contact our 24-hour technical support team at ###-###-####. 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications California
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12663962, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I raised several concerns in my last contact with Cox which I want addressed. In my opinion Cox is at fault sending false information to the credit Bureaus claiming multiple amounts and offering no explanation as to the reasons for the discrepancy. I can only assume the current amount of 118.00 is inaccurate since Cox will offer no explanation of the additional charges.  Even the bills Cox sent via fedex is not clear when the billing of my account stopped. Cox appears to have several complaints from customers for billing issue in the Revdex.com public complaint area. Now they want to ruin my good credit with out explanation.  I will follow up with the FTC and file a complaint Against Cox for this fraudulent business practice. I have proof and will submit all documentation to them.I request the Revdex.com to lower the rating of cox for their refusal to Properly address this complaint.
Regards,
[redacted]

Dear [redacted],
Thank you for allowing Cox the...

opportunity to provide you with your communication needs.  We are in receipt of your complaint letter addressed to the Revdex.com in regards to disputed calls to [redacted].
As agreed during our conversation on October 30, 2015, Cox has reviewed your former and current account and did not see a history of calls to [redacted].  As a result, we have issued credit for the disputed calls.  This credit will reflect on your next billing statement.
Please accept our apologies for any frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the...

opportunity to serve your entertainment needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your internet service.  I would like to apologize for the delay in resolving your service issues.
In reviewing your account, it appears that you began calling us in October to report speed and connectivity issues.  As of today, our field engineers are working diligently to identify your service issue and resolve.  In the meantime, I have issued credit to your account in the amount of $185.97.  This credit is equivalent to 3-months of your internet service.
Mr. [redacted], Cox prides itself in providing customers the level of service that we have built our reputation on.  It is our goal to get this resolved for you as quickly as possible.  Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear [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 through the Revdex.com in regards to your former Cox account.  I have reviewed your account and have determined the following:
Our records indicate that on December 13, 2013 you agreed to a 2-year price lock guarantee contract.  This contract was enclosed in your first billing statement after the contracted rate was added (see attached).  Cox does allow a 30-day "cooling off" period to allow customers the opportunity to cancel the contract without any applicable fees.
Based on this information, Cox has appropriately billed you for the services and fees that were agreed to and must respectfully deny your request for credit. 
Please contact me directly with any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Best Regards,
[redacted]
Executive Offices of Cox Communications, California
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