Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their home security thermostats. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. Our customer has...
already been in contact with our Damage Claims department in regards to their complaint. Nonetheless, our office scheduled to have a technician come to their home to address the equipment issues they were having. Because of the problems our customer was having with the thermostats, they requested to have the units replaced back to a regular unit. Due to the issues they were having, our field leaders coordinated to have an AC company come to their home to replace the thermostats. Because our customer filed a Damage Claim for the issues they were having with the thermostats, they will need to continue to work with the assigned adjuster for any further issues that may need to be addressed relating to this claim. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his rebate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. While the party who submitted the complaint was not listed...
on the account as an authorized user, we were able to speak to them on 4/6/16 and we were advised that the issue at hand regarding this rebate had been addressed. Although we are unable to discuss any account specifics with anyone other than the account holder, we would also like to assure our customer that we have taken the appropriate steps with our Marketing Department to ensure this issue is resolved as well. We are confident the issue at hand has 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 623-594-1000. Thank You. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding their 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 receipt of this complaint we were able to speak with...
our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed. We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to address her billing and receive the correct refund. We sincerely regret the...
inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information. We then did a thorough review of the account and found a correction with the billing was needed. We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined. We also explained the credit would be refunded by check and when she should expect to receive the check.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. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
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,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have...
attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client. We have contacted the customer directly to address their concerns. Our Field Supervisors reached directly out to our customer and they informed him of the...
time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I do not accept this response because my services were never off. If they would have been off on my end I would have no problem with it. But I don't believe it's fair to charge me a fee to reconnect something that was NOT off. I was using my internet right up to before my call to them to make the payment. The lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprised. If they were off I would have no problem paying to reconnect, but they were not off! Thank you so much for your time and any help you can give me. **
Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.
We are sorry to hear that our customer has concerns regarding her final statement. Upon receipt of our customers concerns we reviewed their account and do not have any record of anyone accessing this account before October 29, 2015. Prior to October 29, we show someone from one of our...
call centers accessed the account on May 22, 2015. At this time we are unable to justify issuing any credits on this account. If our customer can upload the email that she received that shows confirmation of the account being disconnected prior to October 29, 2015 we will be happy to further review. We thank our customer for the unique opportunity to serve them through this avenue, and apologize for any inconvenience. Thanks for choosing Cox Communications Executive Escalations Team SE
We would like to thank the customer for taking the time to file his concerns regarding the pricing for his services and the concerns regarding our seasonal policy. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any...
frustrations. Upon receipt of this complaint, we researched the account and found that the promotional pricing had already been corrected after it was lost due to our seasonal policy. When we spoke with the customer, he decided to change his services in such a way that there was no promotional discount and at the same time, only a small change in the cost. With these changes, a visit from a technician was needed. That visit was completed the same day as our conversation and the customer was satisfied. 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 customer’s 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of...
this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their initial installation and cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding...
the customer’s concerns with their recent experience and services, we did attempt to reach them at the telephone number listed on the account ([redacted]) on three occasions to address these issues but we were unsuccessful. We have left voicemail messages on each attempt to the customer with our contact information. Should the customer contact us we will be happy to discuss their concerns further. Although we were unsuccessful in speaking to our customer directly, we do see that our Field Services Department was able to send a technician to the home on 9/23/15 to address and correct the issues with the Cox services. Additionally, we do see our Customer Care Center has applied an account adjustment on 9/20/15 for the days the services were impacted. 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. [redacted]Executive ResolutionsCox Communications
hello, my husband was having surgery. we just want our bill lowered, as your had promised us last time. we are hard of hearing and disabled. we only need the price we signed up for. now it has increased 10.00 a month with less service. I guess we should contact more places to get help. Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone.
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 until for the business to perform this action and, if it does, will consider this complaint resolved.The situation with [redacted] has been settled. Thank you for your intervention. [redacted]
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer. We appreciate the additional feedback that has been provided. We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their Cox High Speed Internet service. Please let me begin with an apology for any inconvenience they experienced. Regarding the customer’s concerns with their Internet service and subsequent modem...
purchase, we did attempt to reach them at the telephone number listed on the account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. Although we were unsuccessful in speaking to our customer directly, we have reviewed the account in question to gain a better understanding of our customer’s concerns. Review of the account indicates that our customer’s service was temporarily interrupted due to a [redacted] (DMCA) violation as a result of copyrighted material being downloaded using their Cox High Speed Internet connection, which prompted the call to our Care Center. While we certainly apologize if the initial agent they spoke to did not adequately discover and explain the reasoning for this DMCA suspension, we are unable to reimburse our customer for a modem they opted to purchase in an effort to troubleshoot this matter. We do suggest to our customer if they are still within the return window that they consider returning the modem to the original retailer should they no longer wish to make use of the new modem they purchased. Additionally, as a result of this inconvenience we have applied a $25.00 adjustment to the account and will ensure our customer’s feedback regarding their interaction with our Care Center is addressed with the appropriate leadership. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
I just checked my account, and my current bill is still at the same high rate. Additionally, applying a promotion for only two months is not acceptable. I was told that the lower price would be the correct price, going forward, not just for a couple of months. If someone had told me the price was only good for two months, I would have just cancelled my service.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their home security thermostats. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. Our customer has...
already been in contact with our Damage Claims department in regards to their complaint. Nonetheless, our office scheduled to have a technician come to their home to address the equipment issues they were having. Because of the problems our customer was having with the thermostats, they requested to have the units replaced back to a regular unit. Due to the issues they were having, our field leaders coordinated to have an AC company come to their home to replace the thermostats. Because our customer filed a Damage Claim for the issues they were having with the thermostats, they will need to continue to work with the assigned adjuster for any further issues that may need to be addressed relating to this claim. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his rebate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. While the party who submitted the complaint was not listed...
on the account as an authorized user, we were able to speak to them on 4/6/16 and we were advised that the issue at hand regarding this rebate had been addressed. Although we are unable to discuss any account specifics with anyone other than the account holder, we would also like to assure our customer that we have taken the appropriate steps with our Marketing Department to ensure this issue is resolved as well. We are confident the issue at hand has 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 623-594-1000. Thank You. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding their 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 receipt of this complaint we were able to speak with...
our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed. We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to address her billing and receive the correct refund. We sincerely regret the...
inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information. We then did a thorough review of the account and found a correction with the billing was needed. We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined. We also explained the credit would be refunded by check and when she should expect to receive the check.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. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
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,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have...
attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client. We have contacted the customer directly to address their concerns. Our Field Supervisors reached directly out to our customer and they informed him of the...
time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I do not accept this response because my services were never off. If they would have been off on my end I would have no problem with it. But I don't believe it's fair to charge me a fee to reconnect something that was NOT off. I was using my internet right up to before my call to them to make the payment. The lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprised. If they were off I would have no problem paying to reconnect, but they were not off! Thank you so much for your time and any help you can give me. **
Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.
We are sorry to hear that our customer has concerns regarding her final statement. Upon receipt of our customers concerns we reviewed their account and do not have any record of anyone accessing this account before October 29, 2015. Prior to October 29, we show someone from one of our...
call centers accessed the account on May 22, 2015. At this time we are unable to justify issuing any credits on this account. If our customer can upload the email that she received that shows confirmation of the account being disconnected prior to October 29, 2015 we will be happy to further review. We thank our customer for the unique opportunity to serve them through this avenue, and apologize for any inconvenience. Thanks for choosing Cox Communications Executive Escalations Team SE
We would like to thank the customer for taking the time to file his concerns regarding the pricing for his services and the concerns regarding our seasonal policy. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any...
frustrations. Upon receipt of this complaint, we researched the account and found that the promotional pricing had already been corrected after it was lost due to our seasonal policy. When we spoke with the customer, he decided to change his services in such a way that there was no promotional discount and at the same time, only a small change in the cost. With these changes, a visit from a technician was needed. That visit was completed the same day as our conversation and the customer was satisfied. 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 customer’s 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of...
this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their initial installation and cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding...
the customer’s concerns with their recent experience and services, we did attempt to reach them at the telephone number listed on the account ([redacted]) on three occasions to address these issues but we were unsuccessful. We have left voicemail messages on each attempt to the customer with our contact information. Should the customer contact us we will be happy to discuss their concerns further. Although we were unsuccessful in speaking to our customer directly, we do see that our Field Services Department was able to send a technician to the home on 9/23/15 to address and correct the issues with the Cox services. Additionally, we do see our Customer Care Center has applied an account adjustment on 9/20/15 for the days the services were impacted. 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. [redacted]Executive ResolutionsCox Communications
hello, my husband was having surgery. we just want our bill lowered, as your had promised us last time. we are hard of hearing and disabled. we only need the price we signed up for. now it has increased 10.00 a month with less service. I guess we should contact more places to get help. Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone.
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 until for the business to perform this action and, if it does, will consider this complaint resolved.The situation with [redacted] has been settled. Thank you for your intervention. [redacted]
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer. We appreciate the additional feedback that has been provided. We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their Cox High Speed Internet service. Please let me begin with an apology for any inconvenience they experienced. Regarding the customer’s concerns with their Internet service and subsequent modem...
purchase, we did attempt to reach them at the telephone number listed on the account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. Although we were unsuccessful in speaking to our customer directly, we have reviewed the account in question to gain a better understanding of our customer’s concerns. Review of the account indicates that our customer’s service was temporarily interrupted due to a [redacted] (DMCA) violation as a result of copyrighted material being downloaded using their Cox High Speed Internet connection, which prompted the call to our Care Center. While we certainly apologize if the initial agent they spoke to did not adequately discover and explain the reasoning for this DMCA suspension, we are unable to reimburse our customer for a modem they opted to purchase in an effort to troubleshoot this matter. We do suggest to our customer if they are still within the return window that they consider returning the modem to the original retailer should they no longer wish to make use of the new modem they purchased. Additionally, as a result of this inconvenience we have applied a $25.00 adjustment to the account and will ensure our customer’s feedback regarding their interaction with our Care Center is addressed with the appropriate leadership. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
I just checked my account, and my current bill is still at the same high rate. Additionally, applying a promotion for only two months is not acceptable. I was told that the lower price would be the correct price, going forward, not just for a couple of months. If someone had told me the price was only good for two months, I would have just cancelled my service.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]