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] at Cox advised Cox will issue a $credit for modem charge
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 asked to be contacted at ###-###-####My husband has called the number he left and is never availableWe would like free installation and discount of our serviceWe had scheduled to have service installed twice early in the morning and both times had to rescheduleHave also spend time on the phone to just get this scheduledWe have very busy schedules and we feel that they have cost us valuable time with their poor customer service Regards, [redacted]
We apologize that our customer felt the necessity to file a complaint with the [redacted] .We contacted our customer His account is now closed and service was set up in his roommate’s nameWe apologize for any inconvenience our customer has experienced with regard to this issue.Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
Revdex.com Case # [redacted] We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her concerns and provide a successful resolution.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.We appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain dayWe have reached out directly to the customerWe came to a successful resolution over the phoneThe service was activatedThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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.We have left messages and they have left messages Ne resolution, in fact it's gotten much worse! We have perfect credit so as not to put that at risk we paid the invoice in question After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!! We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving billWe cannot seem to get anyone to help us Regards, [redacted]
We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th The customer was educated that his day billing cycle for his statement was for charges from October 8th through to November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycleThe customer did not find this to be agreeable to him We are sorry to hear this but will not be changing our billing systemThank you, [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Arizona
February 5, [redacted] complaint # [redacted] — [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of servicesBecause of the concerns that the customer brought to the attention of your office, a thorough review has been completed on her account Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situationThank you for the opportunity to assist the customer [redacted] /Cox Communications Executive offices/ [redacted]
It is always our goal to provide our customer with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding the issues with her Cox Home Life Security system We sincerely regret the inconvenience that she has experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account She signed a 3-year agreement that states she must give Cox adequate opportunity to repair the service before she is eligible to be released from the contract due to equipment To date, our customer has not allowed a tech to be scheduled to the home I reached out to our customer and left a message explaining this and that we had a work order set up waiting to know when to schedule a visit I explained to make it easier for her she could call in to our technical support group to schedule that work orderOur customer did not call in to schedule the work order Since she has not allowed us the opportunity to address the concerns the contract remains valid and Early Termination Fees would be valid upon disconnect.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue We will be happy to assist our customer when she allows to visit her home and address her concernsSincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
December 26, [redacted] complaint # [redacted] -- [redacted] We were sorry to hear of the confusion that the customer has experienced with her billing Due to the situation, we have made direct contact with the subscriber and we are working directly with her to resolve the situation at hand We will continue to work with her and resolve this billing problem We always appreciate the opportunity to assist a customer, so we thank you for forwarding the information to us [redacted] /Cox Communication’s Executive Offices/ Arizona
November 20, 2014Complaint ID # [redacted] We would like to thank the customer for taking the time to express his concerns via the Revdex.com We are sorry to learn that the customer had such difficulty in resolving this matterWe have reached out to the customer and have presented a resolution that the customer has indicated will satisfactorily address his concerns We once again thank our valued customer and the Revdex.com for the opportunity to respond Thank you, [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone servicesPlease let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.When speaking with our customer on 1/22/15, we were able to confirm that their services are now working as they should beAdditionally, we were able to confirm that an adjustment had been applied in the amount of $for the technical issues she experienced with her services We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved 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 ###-###-####Thank you [redacted] Executive EscalationsCox Communications
I am accepting the resolution because there is no other solution While courteous, their repeated insincere apologies are tiresome Their billing practices are suspect I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etcso I have never been able to dispute their charges No one should ever have to make or phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month I was told that discounts and expiration dates could be found on my bill, but not the day I looked I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed toUnfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words For a communications business they don't do that very well I don’t know how much of this is legal and how they stay in business Customer care? Not 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 Your response is full of half truths and is deceptive in natureWe 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 pointI have never said you cannot come into my backyardThe big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding itMy complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this pointI have taken the time to email you recent video and pictures as proof and backupYou have sent multiples of technicians out here and have failed to correct the problemYou have wasted my time, money and patience, which, after dealing with this for too long, deserves compensationFurther, you left me a message at 10:AM this morning asking about scheduling someone to come to my houseIt appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your messageI find this funny, because when you initially contacted me I took a substantial amount of time to go over my problemsIt 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 compensationI 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 againI 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 couldThe fact that you gave me no where near that courtesy seems unreasonablePlease 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 meYou 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 itHere is where we stand: You can come work on the outside of the house anytime you likeThere is no dog and the gate has no lockWhen 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 anythingFix the problems, realize that your company has caused damages and taken undeserved money from me and make things rightI feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling Regards, [redacted]
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and servicesWe have attempted to contact the customer directly by telephone and emailThe customer’s previous location did include TV serviceThe TV services were at zero cost due to the location’s agreement with CoxThe customer was not advised that the transfer of service would include the TV service at a cost due to the new location not having an agreement with Cox to cover the TV portionOnce we have made contact with the customer, we can review the account in detail and come to a successful resolution with removing the unwanted services Thank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We have reached out to our customer in response to their rebuttalThe customer has informed us that he has decided to discontinue his services with Cox CommunicationsWhile we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so Should the customer change their mind in the future, we are always open to have them as a Cox customer againThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service It is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns After a detailed conversation with the customer, we have satisfactorily addressed all of her concerns 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 ###-###-#### We appreciate the opportunity that the [redacted] has given to us to assist our customer [redacted] *.Executive OfficesCox Communications
We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause her any frustrations.I contacted the customer on 11/13/regarding her concerns with a possible cancellation fee being placed on her Cox accountAfter research of the situation, we were able to clarify for our customer that the sales offer she had received by telephone on the day in question was a fraudulent offer made by a party that has no affiliation to Cox CommunicationsWe were able to assure our customer that their Cox account has not been impacted in any way as a result of the fraudulent call she receivedIt 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 companyIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank you[redacted] Executive ResolutionsCox Communications
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 Regards, ***
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service We sincerely regret the inconvenience that our customer has experienced with our companyWe have attempted to contact our customer directly at the e-mail address and telephone number provided Once we are able to verify the account, we can address their concerns and provide a successful resolutionThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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] at Cox advised Cox will issue a $credit for modem charge
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 asked to be contacted at ###-###-####My husband has called the number he left and is never availableWe would like free installation and discount of our serviceWe had scheduled to have service installed twice early in the morning and both times had to rescheduleHave also spend time on the phone to just get this scheduledWe have very busy schedules and we feel that they have cost us valuable time with their poor customer service Regards, [redacted]
We apologize that our customer felt the necessity to file a complaint with the [redacted] .We contacted our customer His account is now closed and service was set up in his roommate’s nameWe apologize for any inconvenience our customer has experienced with regard to this issue.Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
Revdex.com Case # [redacted] We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her concerns and provide a successful resolution.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.We appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain dayWe have reached out directly to the customerWe came to a successful resolution over the phoneThe service was activatedThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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.We have left messages and they have left messages Ne resolution, in fact it's gotten much worse! We have perfect credit so as not to put that at risk we paid the invoice in question After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!! We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving billWe cannot seem to get anyone to help us Regards, [redacted]
We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th The customer was educated that his day billing cycle for his statement was for charges from October 8th through to November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycleThe customer did not find this to be agreeable to him We are sorry to hear this but will not be changing our billing systemThank you, [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Arizona
February 5, [redacted] complaint # [redacted] — [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of servicesBecause of the concerns that the customer brought to the attention of your office, a thorough review has been completed on her account Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situationThank you for the opportunity to assist the customer [redacted] /Cox Communications Executive offices/ [redacted]
It is always our goal to provide our customer with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding the issues with her Cox Home Life Security system We sincerely regret the inconvenience that she has experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account She signed a 3-year agreement that states she must give Cox adequate opportunity to repair the service before she is eligible to be released from the contract due to equipment To date, our customer has not allowed a tech to be scheduled to the home I reached out to our customer and left a message explaining this and that we had a work order set up waiting to know when to schedule a visit I explained to make it easier for her she could call in to our technical support group to schedule that work orderOur customer did not call in to schedule the work order Since she has not allowed us the opportunity to address the concerns the contract remains valid and Early Termination Fees would be valid upon disconnect.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue We will be happy to assist our customer when she allows to visit her home and address her concernsSincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
December 26, [redacted] complaint # [redacted] -- [redacted] We were sorry to hear of the confusion that the customer has experienced with her billing Due to the situation, we have made direct contact with the subscriber and we are working directly with her to resolve the situation at hand We will continue to work with her and resolve this billing problem We always appreciate the opportunity to assist a customer, so we thank you for forwarding the information to us [redacted] /Cox Communication’s Executive Offices/ Arizona
November 20, 2014Complaint ID # [redacted] We would like to thank the customer for taking the time to express his concerns via the Revdex.com We are sorry to learn that the customer had such difficulty in resolving this matterWe have reached out to the customer and have presented a resolution that the customer has indicated will satisfactorily address his concerns We once again thank our valued customer and the Revdex.com for the opportunity to respond Thank you, [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone servicesPlease let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.When speaking with our customer on 1/22/15, we were able to confirm that their services are now working as they should beAdditionally, we were able to confirm that an adjustment had been applied in the amount of $for the technical issues she experienced with her services We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved 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 ###-###-####Thank you [redacted] Executive EscalationsCox Communications
I am accepting the resolution because there is no other solution While courteous, their repeated insincere apologies are tiresome Their billing practices are suspect I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etcso I have never been able to dispute their charges No one should ever have to make or phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month I was told that discounts and expiration dates could be found on my bill, but not the day I looked I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed toUnfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words For a communications business they don't do that very well I don’t know how much of this is legal and how they stay in business Customer care? Not 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 Your response is full of half truths and is deceptive in natureWe 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 pointI have never said you cannot come into my backyardThe big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding itMy complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this pointI have taken the time to email you recent video and pictures as proof and backupYou have sent multiples of technicians out here and have failed to correct the problemYou have wasted my time, money and patience, which, after dealing with this for too long, deserves compensationFurther, you left me a message at 10:AM this morning asking about scheduling someone to come to my houseIt appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your messageI find this funny, because when you initially contacted me I took a substantial amount of time to go over my problemsIt 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 compensationI 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 againI 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 couldThe fact that you gave me no where near that courtesy seems unreasonablePlease 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 meYou 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 itHere is where we stand: You can come work on the outside of the house anytime you likeThere is no dog and the gate has no lockWhen 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 anythingFix the problems, realize that your company has caused damages and taken undeserved money from me and make things rightI feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling Regards, [redacted]
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and servicesWe have attempted to contact the customer directly by telephone and emailThe customer’s previous location did include TV serviceThe TV services were at zero cost due to the location’s agreement with CoxThe customer was not advised that the transfer of service would include the TV service at a cost due to the new location not having an agreement with Cox to cover the TV portionOnce we have made contact with the customer, we can review the account in detail and come to a successful resolution with removing the unwanted services Thank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We have reached out to our customer in response to their rebuttalThe customer has informed us that he has decided to discontinue his services with Cox CommunicationsWhile we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so Should the customer change their mind in the future, we are always open to have them as a Cox customer againThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service It is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns After a detailed conversation with the customer, we have satisfactorily addressed all of her concerns 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 ###-###-#### We appreciate the opportunity that the [redacted] has given to us to assist our customer [redacted] *.Executive OfficesCox Communications
We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause her any frustrations.I contacted the customer on 11/13/regarding her concerns with a possible cancellation fee being placed on her Cox accountAfter research of the situation, we were able to clarify for our customer that the sales offer she had received by telephone on the day in question was a fraudulent offer made by a party that has no affiliation to Cox CommunicationsWe were able to assure our customer that their Cox account has not been impacted in any way as a result of the fraudulent call she receivedIt 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 companyIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank you[redacted] Executive ResolutionsCox Communications
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 Regards, ***
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service We sincerely regret the inconvenience that our customer has experienced with our companyWe have attempted to contact our customer directly at the e-mail address and telephone number provided Once we are able to verify the account, we can address their concerns and provide a successful resolutionThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region