Cramer Electrical Contracting Inc

On March 22, 2017, Cox received the duplicate complaint that the customer raised with Cox's Senior Leadership. Since then, a member of the Cox Executive Resolutions team been in contact with the customer and continues to address her concerns. We appreciate the customer’s patience, and we...

will continually strive to provide our customers with the best possible service. Sincerely, Cox Executive Resolutions team

We apologize to the customer for her experience. In response to the customer’s complaint, a member of our Executive Resolutions team contacted the customer, and a mutual solution was reached.   We know that the customer’s time is valuable. And we appreciate her bringing this matter to our...

attention so we can continuously strive for improvement and excellence in the delivery of our products and services. In the event the customer has any related questions or concerns about this matter, we ask that she please contact the Executive Resolution Specialist at the phone number provided to her.   Sincerely,   Cox’s Executive Resolutions team

Because his auto credit card renewal was not officially activated until after his second bill print on September 02, 2016, he was charged two late payment fees totaling $17.98 for his Cox statements dated August 02, 2016 and September 02, 2016. However, the credits for these late payment fees are reflected on his Cox statement dated October 02, 2016.   Total monthly charges incurred between August 02, 2016 and October 02, 2016 is $164.97. This covers his current monthly rate of $54.99 for his Internet service for Cox statements dated August 02, 2016, September 02, 2016, and October 02, 2016. All late payment and installation fees have been credited.   As of October 24, 2016, the customer has a zero balance, and he has not been charged any additional late payment fees since our initial response to his complaint on October 12, 2016.   We trust that our response will serve as a helpful clarification. Should the customer have any further questions, we ask that he please contact our Billing team directly at 703-378-8422.   Sincerely,   Cox Executive Resolutions team

The Resolution Specialist escalated the customer’s update to Cox’s vendor [redacted]. The vendor has mailed a reimbursement check to the customer for the damage.   We sincerely apologize for any inconvenience this may have caused. We appreciate the customer allowing Cox and our [redacted]...

[redacted] the opportunity to address his concerns.   Sincerely,   Cox’s Executive Resolution team

I have reviewed the response offer 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 had an service call regarding the stability of the internet service that was opened in June 2015. I made a complaint with the Revdex.com regarding service and I believe it is still open; however, after contacting Cox several times in September and again in October, I found out today that the ticket had been closed. The issue had not been resolved!! The explanation I got from Cox that I did not respond to a solution which is not true at all. I have contacted them multiple times and even spoke with, met with, and left voicemails with a field supervisor to get an update on the solution. I asked to have another ticket opened today but was told that I would have to schedule a technician to come in. I have done that at least four times. I requested that the field supervisor be contacted and something to be done. I cannot believe Cox's solution to the service issue was to close the ticket stating that I did not respond. I ask for assistance in resolving this matter!!!Resolve the connectivity, stability or service with Cox internet.
Regards,
[redacted]

Upon receipt of the complaint on January 15, 2016 our Cox Business team contacted the customer via email per her request. In the event the customer has any further questions or concerns, we ask that she contact the Cox Business Representative at the number/email address provided to her. Sincerely ...

Cox’s Executive Resolution team

On June 16, 2016 a member of the Executive Resolution team contacted the customer. It was explained that the Collections balance of $522.07 was due to an unreturned cable box ($400), an unreturned internet/telephone modem ($78.75), and a remaining balance after being disconnected due to nonpayment...

of $43.32.  While we have not been able to confirm that the cable box in question was activated on a new account or returned back into our inventory, as a courtesy, we have removed that charge.  The customer utilized the modem until the service was disconnected so we are unable to waive that charge. As of 6-16, the customer’s $122.07 balance has been referred to a Third Party Collections Agency.  In order for the customer to reactivate service, the outstanding balance must be paid. We appreciate the opportunity to address her concerns and in the event she has any further questions, she may reach out to the Executive Resolution Specialist at the number provided to her. Sincerely, Cox’s Executive Resolution team

The customer is disputing a built in Price Step-Up which caused her monthly rate to increase from $152.80 to $182.91 in August 2016. Price step ups are standard and generally occur during the second 12 months of the customer’s Service Agreement. According to section 1.4 of the customer’s Service...

Agreement, if the promotional rate ends or changes before the Service Agreement expires, Cox will not charge the customer more than Cox’s published regular month-to-month, non-promotional rates in effect for his local franchise service area. Our records further note that the customer cancelled TV service on August 16, 2017 and her new monthly rate is $58.68. Additionally, the customer received a $116.35 service credit on December 4, 2017.   As we know the customer’s time is valuable, we apologize for the inconvenience caused. Should the customer have any further questions about the information above, we ask that she please contact our Billing team at ###-###-####.   Sincerely,   Cox Executive Resolutions team

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.
Regards,
[redacted]

Cox’s records confirm that Cox Field Technical Specialists (FTS) have attended numerous service calls to the customer’s home since January 2017 in order to verify her cable service issues. The FTS technicians have also worked directly with Cox’s Outside Maintenance department as well as our Video Operations department and Master Telecommunications Center in order to duplicate and correct the issues the customer has been experiencing with her TV service. The technicians have been unable to duplicate the technical issues to the extent she has been experiencing them.   Cox technicians have corrected some minor errors that were found previously, but have not been able to identify or duplicate the issues she continues to have.  We also note that we have not received any other complaints from neighbors in this customer’s node.   Since September 2016, the customer has received $764.01 in service credit. Since we have not been able to duplicate or identify any further issues, we will be unable to apply any further credits to her account for this issue.   We apologize for the delays in coming to this conclusion, but wanted to complete our troubleshooting attempts. In the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided to her.

I have reviewed the response offer 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.
Regards,
[redacted]

A member of Cox’s Executive Resolutions team attempted to contact the customer on two separate occasions via the telephone number provided in the complaint.  We apologize for not being able to reach the customer by phone, but our records confirm he spoke with a Sales agent at the local Cox...

store on July 27, 2016.  We note that his cable service was installed on July 28, 2016.  Since the service did not work after transferring service, we have issued a courtesy credit of $295.18 which will cover the installation fees and the balance due on August 12, 2016. In the event the customer has any additional questions about the matter, the Executive Resolution team can be contacted at the telephone number provided in the voicemails left with the customer. Sincerely, Cox’s Executive Resolution Team

Regarding our response that was sent to the FCC, a letter was mailed to the customer on February 11, 2016 to the address provided on the complaint. In addition, all consumers have access to the electronic copy we file with the FCC. In short, we anticipated that his node split would be completed by the end of April 2016. However, due to unforeseen conditions, the completion date has been pushed to mid to end June of 2016. On May 22, 2016, a member of Cox’s Field leadership team contacted the customer to address his ongoing concerns and to update him about our estimated timeline. We appreciate the customer’s patience throughout this process,  and we apologize for the unexpected delay. However, we are pushing to get this completed as soon as possible. Sincerely, Cox’s Executive Resolutions team

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.
Regards,
[redacted]

On July 27, 2017, a member of Cox’s Executive Resolutions team, contacted the customer to discuss the write off balance on her previous Cox account. The customer claims that she was not aware of the outstanding balance and disputes our previous attempts at collecting this debt, before reporting it...

to the credit bureaus. Our records confirm that she was advised of the outstanding balance when disconnecting her service on August 16, 2012. The customer did not provide a forwarding address so that we could attempt to reach her at a new address. We have confirmed that the third party Collections agencies that were assigned to this account made numerous attempts in order to collect on this debt. They attempted to contact the customer on the phone number previously listed on the Cox account, as well as sending letters to the service address. The remaining balance of $375.60 for services that were rendered is still outstanding and will remain on the customer’s credit file as unsettled for 7 years from the original date it was reported in 2012. While we apologize for her experience, we appreciate the customer allowing Cox the opportunity to respond to her concerns. Sincerely, Cox’s Executive Resolution team

We apologize for the misunderstanding. However, we can confirm that the flooring company has received their payment and has contacted the customer to schedule a time for the repair of his floor. Should the customer have any further questions or concerns, he can contact the WCC manager (Cox’s business vendor responsible for the damage claim) at the phone number provided to him.   We look forward to resolving this matter as quickly as possible.   Sincerely,   Cox’s Executive Resolutions team

This was resolved on 9/12/16 when a member of Cox's Executive Resolution team contacted the customer and agreed to the additional extension for the $372.50 payment to be made on 9/19/16.  The customer agreed to the payment extension and the services were restored.  The customer was advised...

that our policy doesn't usually grant extensions when its caused by insufficient payments, however as a courtesy we allowed this one time arrangement.  The customer was advised that they would need to pay the full past due of $372.50 because as of 9/25/16 a new bill would generate. As of 9/27/16 the customer did not honor the arrangement and has only paid a partial payment of $172.50.  Currently the balance on the account is $654.98.   Sincerely Cox's Executive Resolution Team.

On July 13, 2017, a member of Cox’s Executive Resolution team contacted the customer in reference to his concerns. The Resolution Specialist confirmed with the customer that the underground line burial was completed on July 13, 2017. The customer explained that our underground contractor damaged his...

driveway.  The Resolution Specialist escalated the issue to Cox’s vendor [redacted]. The vendor contacted the customer, and he is getting a quote for the repairs. The customer will work with the contractor directly once he receives the quote for repairs. We sincerely apologize for any inconvenience this may have caused. We appreciate the customer allowing Cox the opportunity to address his concerns. Sincerely, Cox’s Executive Resolution team

The customer was contacted on February 1, 2016 to address their concerns regarding why the channels were removed. However, the channels in question have since been restored as of February 4, 2016. We apologize for the inconvenience and appreciate the opportunity to address our customer's concern....

Thank you-Cox Executive Resolution Team

I have reviewed the response offer 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.
Yes they have reached out but issues with service have not been resolved?. Even on phone this evening July 6, they said there were things that were being worked on. I plan to follow up this week by phone.
Regards,
[redacted]