April 18, 2017—Revdex.com complaint# [redacted]—Thomas [redacted] We were sorry to hear of the confusion the customer experienced with his billing. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss the account concerns. We were able to confirm that the...
customer’s billing was corrected and the feedback from the client has been forwarded to the appropriate leadership for further review. As always, we thank the Revdex.com for the opportunity to assist! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for bringing our customer’s additional concerns to our attention. We are sorry for the added frustration our customer has experienced in regards to their billing and promotions. We were able to find 2 additional promotions; $5 off DVR service and $4 off the Variety Pak. These promotions will run for 12 months, to be consistent with the other promotion that was added, we backdated these campaigns to 5/1/16. The customer can expect his monthly recurring charge to be $186.92 with these added promotions. Additionally, to remain in good faith with our longstanding customer we applied a credit in the amount of $120. This is to compensate for the monthly rate difference for the remaining 12 months of their Service Agreement. This credit will be printed and applied to their June 2, 2016 billing statement to their June 2, 2016 billing statement. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate Mr. [redacted] taking the time to file his concerns regarding the billing his plumbing company received from Cox Communications. While the Revdex.com complaint portal is intended for subscribers of Cox Communications service to discuss billing and service related issues...
with their Cox accounts, we have forwarded Mr. [redacted]’s concerns to our Damage Claims Department to research and contact him directly. We appreciate Mr. [redacted]'s patience and understanding. Sincerely, Executive EscalationsCox Communications - Arizona
I hereby reject the business's response to my complaint. Cox Communications did not even try to rectify the issue. If you do the math I was pretty much scammed out of 300.00 plus dollars by Cox communications employee. And their response is to try to scam me again by sending a tech out to supposedly fix my internet which didn't get fixed by the way so they can charge me more money which they did. Telling they were gonna credit me 130.00 dollars and then not doing so. After they were contacted by the Revdex.com all they did was call me back and offer me the same 130 dollar credit.
Revdex.com complaint # [redacted]—April E[redacted] We were sorry to hear of the difficulty that the customer experienced in her quest to resolve the billing issues. It’s never our intention to create problems for a valued customer. Due to the concerns that the customer brought to your attention, we...
contacted her directly to discuss. We advised the customer that a request was completed to have a turned in error letter sent to the client at her current address. The subscriber has our direct contact information if she has further questions on this matter. We are so glad that your office brought this to our attention. Thank you! Catherine/Cox Communications Executive Offices/ Arizona
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 name. We 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]
We would like to thank the customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.On 1/28/15 we were able to speak with our...
customer and explained that we are dedicated to reaching a resolution for her. During this conversation we scheduled a repair appointment which was completed on 2/01/15. During this repair appointment, our technician determined additional repairs would be required on the outside of the home and entered a maintenance ticket to complete these repairs. In most cases these repairs are completed within 3-5 days.Our customer was made aware of this by our field technician and was also made aware of this by our department on 2/02/15. We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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 ResolutionsCox Communications
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.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.
Regards,
[redacted]
Please review the PDF attached that contains the log history of all the Home Life Security service calls, representative interactions and detail required for resolution. Please review the documentation so that your assistance can help resolve this case. It was clear by the fast response and note from Cox that they did not intend to look into the details of the case or interact with the Security division to obtain the necessary information. My concern is great but the history of concerns that Cox has logged is also quite alarming.Thank you for your help in this matter. Kind 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.
I have asked this complaint be elevated to a manager- I have had trouble getting a hold of her. We made an appointment on 6/3/15 at 2:00 to speak- she did not call or answer her phone. I have left multiple messages and have not heard back from anyone.
Regards,
[redacted]
Revdex.com #[redacted]We have contacted the customer directly to address their 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 customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our business customer was negatively impacted by their account billing. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and...
consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his cable services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the issues outlined by Mr. [redacted], we did...
speak with him on 12/19/14 to address these concerns. During this conversation, we arranged for one of our field technicians to visit the home on 12/20/14 to resolve the issues with our customer’s services. On 12/22/14 and 12/23/14 we attempted to reach Mr. [redacted] to follow up with him following this repair appointment but we were unsuccessful in reaching him at ###-###-#### on both attempts. Should our customer still be experiencing these cable service issues following this appointment, they are welcome to contact me directly at ###-###-#### EXT: [redacted] and we will be happy to assist them further. 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 Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that approximately 2% of customers will exceed the monthly amount of data included in their service plan). Cox offers a variety of ways to assist customers in monitoring their data usage by logging into their Cox.com accounts and selecting Internet Tools. Alternatively, for a more general outline, they can go to www.Cox.com/datausage. Based on this customer’s usage history, we do anticipate them to be affected by the charges. To help our customers get accustomed, they will be provided a grace period starting with their July statements. They will not be charged if they exceed their data plan during the first two billing cycles. At this time, we have attempted to make contact with our customer twice to better explain this information but have been forced to leave voicemails. These have contained our contact information should they wish to discuss the complaint further. 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. ThomasExecutive ResolutionsCox Communications
frustration that the customer has experienced with our company. It is never our intention to cause trouble for any of our subscribers. At this time, we have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns. If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted]. Thank you, Thomas Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Internet service and account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receiving this...
complaint we were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have now 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 [redacted]. Thank You. George Executive Resolutions Cox Communications
We have received 1 voicemail only from them. I would like my situation address and not be sent to a voicemail answering service, when I am asked to teturn a call, stating they will try again in 24 hours.
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 did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.
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.
I have asked to be contacted at ###-###-####. My husband has called the number he left and is never available. We would like free installation and discount of our service. We had scheduled to have service installed twice early in the morning and both times had to reschedule. Have also spend time on the phone to just get this scheduled. We have very busy schedules and we feel that they have cost us valuable time with their poor customer service.
Regards,
[redacted]
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address...
their concerns and are working to 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 customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 18, 2017—Revdex.com complaint# [redacted]—Thomas [redacted] We were sorry to hear of the confusion the customer experienced with his billing. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss the account concerns. We were able to confirm that the...
customer’s billing was corrected and the feedback from the client has been forwarded to the appropriate leadership for further review. As always, we thank the Revdex.com for the opportunity to assist! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for bringing our customer’s additional concerns to our attention. We are sorry for the added frustration our customer has experienced in regards to their billing and promotions. We were able to find 2 additional promotions; $5 off DVR service and $4 off the Variety Pak. These promotions will run for 12 months, to be consistent with the other promotion that was added, we backdated these campaigns to 5/1/16. The customer can expect his monthly recurring charge to be $186.92 with these added promotions. Additionally, to remain in good faith with our longstanding customer we applied a credit in the amount of $120. This is to compensate for the monthly rate difference for the remaining 12 months of their Service Agreement. This credit will be printed and applied to their June 2, 2016 billing statement to their June 2, 2016 billing statement. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate Mr. [redacted] taking the time to file his concerns regarding the billing his plumbing company received from Cox Communications. While the Revdex.com complaint portal is intended for subscribers of Cox Communications service to discuss billing and service related issues...
with their Cox accounts, we have forwarded Mr. [redacted]’s concerns to our Damage Claims Department to research and contact him directly. We appreciate Mr. [redacted]'s patience and understanding. Sincerely, Executive EscalationsCox Communications - Arizona
I hereby reject the business's response to my complaint. Cox Communications did not even try to rectify the issue. If you do the math I was pretty much scammed out of 300.00 plus dollars by Cox communications employee. And their response is to try to scam me again by sending a tech out to supposedly fix my internet which didn't get fixed by the way so they can charge me more money which they did. Telling they were gonna credit me 130.00 dollars and then not doing so. After they were contacted by the Revdex.com all they did was call me back and offer me the same 130 dollar credit.
Revdex.com complaint # [redacted]—April E[redacted] We were sorry to hear of the difficulty that the customer experienced in her quest to resolve the billing issues. It’s never our intention to create problems for a valued customer. Due to the concerns that the customer brought to your attention, we...
contacted her directly to discuss. We advised the customer that a request was completed to have a turned in error letter sent to the client at her current address. The subscriber has our direct contact information if she has further questions on this matter. We are so glad that your office brought this to our attention. Thank you! Catherine/Cox Communications Executive Offices/ Arizona
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 name. We 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]
We would like to thank the customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.On 1/28/15 we were able to speak with our...
customer and explained that we are dedicated to reaching a resolution for her. During this conversation we scheduled a repair appointment which was completed on 2/01/15. During this repair appointment, our technician determined additional repairs would be required on the outside of the home and entered a maintenance ticket to complete these repairs. In most cases these repairs are completed within 3-5 days.Our customer was made aware of this by our field technician and was also made aware of this by our department on 2/02/15. We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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 ResolutionsCox Communications
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.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.
Regards,
[redacted]
Please review the PDF attached that contains the log history of all the Home Life Security service calls, representative interactions and detail required for resolution. Please review the documentation so that your assistance can help resolve this case. It was clear by the fast response and note from Cox that they did not intend to look into the details of the case or interact with the Security division to obtain the necessary information. My concern is great but the history of concerns that Cox has logged is also quite alarming.Thank you for your help in this matter. Kind 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.
I have asked this complaint be elevated to a manager- I have had trouble getting a hold of her. We made an appointment on 6/3/15 at 2:00 to speak- she did not call or answer her phone. I have left multiple messages and have not heard back from anyone.
Regards,
[redacted]
Revdex.com #[redacted]We have contacted the customer directly to address their 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 customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our business customer was negatively impacted by their account billing. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and...
consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his cable services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the issues outlined by Mr. [redacted], we did...
speak with him on 12/19/14 to address these concerns. During this conversation, we arranged for one of our field technicians to visit the home on 12/20/14 to resolve the issues with our customer’s services. On 12/22/14 and 12/23/14 we attempted to reach Mr. [redacted] to follow up with him following this repair appointment but we were unsuccessful in reaching him at ###-###-#### on both attempts. Should our customer still be experiencing these cable service issues following this appointment, they are welcome to contact me directly at ###-###-#### EXT: [redacted] and we will be happy to assist them further. 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 Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that approximately 2% of customers will exceed the monthly amount of data included in their service plan). Cox offers a variety of ways to assist customers in monitoring their data usage by logging into their Cox.com accounts and selecting Internet Tools. Alternatively, for a more general outline, they can go to www.Cox.com/datausage. Based on this customer’s usage history, we do anticipate them to be affected by the charges. To help our customers get accustomed, they will be provided a grace period starting with their July statements. They will not be charged if they exceed their data plan during the first two billing cycles. At this time, we have attempted to make contact with our customer twice to better explain this information but have been forced to leave voicemails. These have contained our contact information should they wish to discuss the complaint further. 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. ThomasExecutive ResolutionsCox Communications
frustration that the customer has experienced with our company. It is never our intention to cause trouble for any of our subscribers. At this time, we have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns. If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted]. Thank you, Thomas Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Internet service and account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receiving this...
complaint we were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have now 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 [redacted]. Thank You. George Executive Resolutions Cox Communications
We have received 1 voicemail only from them. I would like my situation address and not be sent to a voicemail answering service, when I am asked to teturn a call, stating they will try again in 24 hours.
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 did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.
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.
I have asked to be contacted at ###-###-####. My husband has called the number he left and is never available. We would like free installation and discount of our service. We had scheduled to have service installed twice early in the morning and both times had to reschedule. Have also spend time on the phone to just get this scheduled. We have very busy schedules and we feel that they have cost us valuable time with their poor customer service.
Regards,
[redacted]
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address...
their concerns and are working to 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 customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region