January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service. Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s...
account. Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign. Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer. We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers. Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information. Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget. We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns. [redacted]/ Cox Communications Executive offices/ [redacted]
We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycle. It is never our intention to cause frustration to any of our clients. We were able to reach Ms. [redacted] and discuss her concerns in depth regarding her balance and...
her billing cycle dates. This cleared up any confusion she had. The customer is happy.. Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, she can always contact our Customer Care Center at 623-594-1000. Thank You. TiaExecutive Resolutions/ Cox Communications
July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing. Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact...
information for further questions on this matter. The customer state in her complaint that she was not advised of the difference in price on the levels of data service. We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation. The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99. This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer. We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year. As always, we appreciate the opportunity to assist a valued customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
[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,
Brent W[redacted]
We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future. We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications
I attempted to contact Cox within 5 minutes of their first voice message. They did not answer or return my call within 24 hours. I called back a second time and left a message and still no return call. I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6. I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7. Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is. I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com. I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox). Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is. I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is. My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution. So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.
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]
February 21, 2017—Revdex.com complaint# [redacted] We were sorry to hear of the confusion and misunderstanding that occurred on the customer’s billing. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We confirmed that the...
credits were applied to his account for late and reactivation fees, and advised him that his current monthly rate is $39.99. The customer was pleased that his rate has been restored to the correct amount that he was quoted, and was satisfied with the credits that we applied. As always, we appreciate the opportunity to assist a valued customer! Thank you for bringing this matter to our attention. Catherine /Cox Communications Executive Offices/ Arizona
I was contacted by a representative from COX. I was given the same answers I was previous. There is nothing they will do about the ad. They stated after filling out address and being an existing customer this promotion was not available in my area. They said as an existing customer I don't qualify, because I have the wrong service to get the ad pricing. Still no disclaimer stating that in the ad. My issue was the ad didn't have a disclaimer for the cheaper price. COX said it isn't available in my area so it doesn't matter. I was required to drop my service to the lowest level of internet to keep my price close to where it had been, or sign a two year contract for a still more expensive price. I was advised this was all they were willing to do.
[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], Please withdraw my complaint.
Regards,
[redacted]
We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting. 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 their concerns regarding their account billing and recent technician visit. 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 account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused. 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
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 and...
verified that they have received their refund check. 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
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she...
brought to the attention of your office. Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution. In response to the billing concerns we offered a solution that we feel the customer is satisfied with. 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
Revdex.com Case # 11416630 We sincerely regret any inconvenience that our customer has experienced with our company regarding the Visa Gift Card rebate. We spoke to the customer directly on 5/2/16 to address his 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. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [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.We have contacted the customer directly on 3/9/16 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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their rebate card. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer and were advised that he...
was told his rebate card offer was for $200. Yet, when he filled out the online information to redeem his rebate card it showed his rebate was only for $150. We thoroughly reviewed our customer’s claims for his promotional rebate offer and we were able to verify that he qualified for a $200 rebate card. We have advised him that his rebate card for $150 was already processed. Because of this, we processed a second rebate card in the amount of $50 to offset the difference. Our customer should receive both of his rebate cards within two weeks. 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. [redacted] / 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 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 nature. We 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 point. I have never said you cannot come into my backyard. The big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding it. My complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this point. I have taken the time to email you recent video and pictures as proof and backup. You have sent multiples of technicians out here and have failed to correct the problem. You have wasted my time, money and patience, which, after dealing with this for too long, deserves compensation. Further, you left me a message at 10:37 AM this morning asking about scheduling someone to come to my house. It appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your message. I find this funny, because when you initially contacted me I took a substantial amount of time to go over my problems. It 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 compensation. I 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 again. I 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 could. The fact that you gave me no where near that courtesy seems unreasonable. Please 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 me. You 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 it. Here is where we stand: You can come work on the outside of the house anytime you like. There is no dog and the gate has no lock. When 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 anything. Fix the problems, realize that your company has caused damages and taken undeserved money from me and make things right. I feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling.
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 had my bill reduced to about $186.00. I do not feel that is sufficient. I have had too many problems with cox to except that as a resolution. I have also scheduled my equipment to be picked up and it did but when they came to pick it up they asked for 5 devices. I only have a modem and a cable box that I have already turned in. I do not know what is going on there. I want to make sure that is removed from my account and my final bill reduced for my re occurring troubles with cox.
Regards,
Isabel G[redacted]
Cox Communication left me a voice-mail on what they thought was the issue and that they would investigate their theory. I have since called the number given by Cox three times and theyou have not returned my call. According to their recording, they return calls within 24 hours; however, after a week, I still have not received a return call. All of my calls to Cox has been within normal business hours. The theory they left on my voice-mail was inaccurate. They stated I "may have had two had two specials " and one expired. But that is not true. I only had one special which is the price protection plan - no other discounts were on my account. Because Cox will not return my calls, this issue has not been resolved. I hope you can assist with a resolution.
January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service. Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s...
account. Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign. Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer. We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers. Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information. Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget. We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns. [redacted]/ Cox Communications Executive offices/ [redacted]
We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycle. It is never our intention to cause frustration to any of our clients. We were able to reach Ms. [redacted] and discuss her concerns in depth regarding her balance and...
her billing cycle dates. This cleared up any confusion she had. The customer is happy.. Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, she can always contact our Customer Care Center at 623-594-1000. Thank You. TiaExecutive Resolutions/ Cox Communications
July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing. Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact...
information for further questions on this matter. The customer state in her complaint that she was not advised of the difference in price on the levels of data service. We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation. The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99. This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer. We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year. As always, we appreciate the opportunity to assist a valued customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
[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,
Brent W[redacted]
We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future. We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications
I attempted to contact Cox within 5 minutes of their first voice message. They did not answer or return my call within 24 hours. I called back a second time and left a message and still no return call. I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6. I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7. Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is. I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com. I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox). Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is. I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is. My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution. So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.
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]
February 21, 2017—Revdex.com complaint# [redacted] We were sorry to hear of the confusion and misunderstanding that occurred on the customer’s billing. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We confirmed that the...
credits were applied to his account for late and reactivation fees, and advised him that his current monthly rate is $39.99. The customer was pleased that his rate has been restored to the correct amount that he was quoted, and was satisfied with the credits that we applied. As always, we appreciate the opportunity to assist a valued customer! Thank you for bringing this matter to our attention. Catherine /Cox Communications Executive Offices/ Arizona
I was contacted by a representative from COX. I was given the same answers I was previous. There is nothing they will do about the ad. They stated after filling out address and being an existing customer this promotion was not available in my area. They said as an existing customer I don't qualify, because I have the wrong service to get the ad pricing. Still no disclaimer stating that in the ad. My issue was the ad didn't have a disclaimer for the cheaper price. COX said it isn't available in my area so it doesn't matter. I was required to drop my service to the lowest level of internet to keep my price close to where it had been, or sign a two year contract for a still more expensive price. I was advised this was all they were willing to do.
[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], Please withdraw my complaint.
Regards,
[redacted]
We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting. 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 their concerns regarding their account billing and recent technician visit. 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 account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused. 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
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 and...
verified that they have received their refund check. 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
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she...
brought to the attention of your office. Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution. In response to the billing concerns we offered a solution that we feel the customer is satisfied with. 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
Revdex.com Case # 11416630 We sincerely regret any inconvenience that our customer has experienced with our company regarding the Visa Gift Card rebate. We spoke to the customer directly on 5/2/16 to address his 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. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [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.We have contacted the customer directly on 3/9/16 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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their rebate card. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer and were advised that he...
was told his rebate card offer was for $200. Yet, when he filled out the online information to redeem his rebate card it showed his rebate was only for $150. We thoroughly reviewed our customer’s claims for his promotional rebate offer and we were able to verify that he qualified for a $200 rebate card. We have advised him that his rebate card for $150 was already processed. Because of this, we processed a second rebate card in the amount of $50 to offset the difference. Our customer should receive both of his rebate cards within two weeks. 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. [redacted] / 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 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 nature. We 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 point. I have never said you cannot come into my backyard. The big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding it. My complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this point. I have taken the time to email you recent video and pictures as proof and backup. You have sent multiples of technicians out here and have failed to correct the problem. You have wasted my time, money and patience, which, after dealing with this for too long, deserves compensation. Further, you left me a message at 10:37 AM this morning asking about scheduling someone to come to my house. It appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your message. I find this funny, because when you initially contacted me I took a substantial amount of time to go over my problems. It 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 compensation. I 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 again. I 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 could. The fact that you gave me no where near that courtesy seems unreasonable. Please 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 me. You 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 it. Here is where we stand: You can come work on the outside of the house anytime you like. There is no dog and the gate has no lock. When 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 anything. Fix the problems, realize that your company has caused damages and taken undeserved money from me and make things right. I feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling.
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 had my bill reduced to about $186.00. I do not feel that is sufficient. I have had too many problems with cox to except that as a resolution. I have also scheduled my equipment to be picked up and it did but when they came to pick it up they asked for 5 devices. I only have a modem and a cable box that I have already turned in. I do not know what is going on there. I want to make sure that is removed from my account and my final bill reduced for my re occurring troubles with cox.
Regards,
Isabel G[redacted]
Cox Communication left me a voice-mail on what they thought was the issue and that they would investigate their theory. I have since called the number given by Cox three times and theyou have not returned my call. According to their recording, they return calls within 24 hours; however, after a week, I still have not received a return call. All of my calls to Cox has been within normal business hours. The theory they left on my voice-mail was inaccurate. They stated I "may have had two had two specials " and one expired. But that is not true. I only had one special which is the price protection plan - no other discounts were on my account. Because Cox will not return my calls, this issue has not been resolved. I hope you can assist with a resolution.