Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...
resolution.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
November 4, 2016—Revdex.com complaint# [redacted]—[redacted] We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him. As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service. We advised our customer that he has the best pricing available for the services he is subscribed to. We are not able to supply the client with the recorded calls. Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####. We hope this information has been helpful to final closure of this concern. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
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]
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We will continue...
to work with the client and our Accounting Team to get to the bottom of the issue. The customer has our contact information and is able to call us directly with further questions on this matter. Thank you for bringing this matter to our attention. We always appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive Offices/ Arizona
[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,
Joshua [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,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account. ...
Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement. The promotion he is on included a $30 step up for months 13-24. This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months. Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 have provided 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. Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 11, 2017—Revdex.com complaint # [redacted] We are sorry to hear that a customer is displeased with his pricing for our services. Due to the complaint filed with your office, a thorough review was completed on the account. Our records indicate that the client has enjoyed 13...
promotions on his account since 2013. The customer is currently receiving $58.99 in discounts to the normally charged rates for services. The subscriber currently has two temporary campaigns on his account that will last through April of 2018. At that time, the customer is welcome to contact us and change his services to meet his needs and his budget. While we always offer temporary discounts to our current valued customers, these attractive promotions do not last indefinitely. We hope this information has been helpful in providing closure to this concern. Thank you for the opportunity to assist. Catherine/Cox Communications Executive Offices Arizona
[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]
[redacted] complaint # [redacted]. We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed. We have left a message for the customer and requested contact from the subscriber so we can schedule a...
convenient time to meet with them at their home.
Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month. While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard. Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.
We hope this information has been helpful to the [redacted]. [redacted]/Cox Communications Executive Offices/[redacted]
We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. 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 made two...
attempts to reach the customer. First attempt on June 20th and second on June 21st, both times we were not able to make contact. However, we did leave a detailed message for the customer to return our call. Should our customer opt to return our call we will be happy to assist them with their concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000.
September 21, 2015 Revdex.com complaint # [redacted]
We were sorry to hear that a former customer had difficulty with his home security services as well as his billing. Due to the concerns that the subscriber brought to the attention of your office, we attempted to...
contact him by phone on two different occasions. While we were only able to leave messages for the client, we will attempt email contact with him if we are unable to connect by phone. We will also update the customer once we have the results from the investigation that is being completed by our Home Security Team. As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
April 18, 2016—Revdex.com rebuttal-N[redacted] We were sorry to hear that the customer was unhappy with our response to your company. Because our investigation results have not changed, we have no support for credit to the account. As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company. We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016. The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service. Due to this fact, the ETF (Early Termination Fee) is valid. Service credits cannot be justified as we were not able to very that we provided the customer with substandard service. We hope this additional information has been helpful towards closure of this Revdex.com complaint. Catherine/Office of the General Manager/Cox Communications Arizona
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.See attached.
Regards,
[redacted]
July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing. Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...
with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months. Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request. We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns. All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted]. We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number. We did leave messages and our direct contact information should the client need to contact us directly. We hope this information has been helpful to the Revdex.com. Thank you.[redacted]/Cox Communications Executive offices/ [redacted]
[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the account to assist...
with the concerns the customer has listed. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention. I consider the matter at this point resolved, and the case may be closed.
[redacted]
August 7, 2015 Revdex.com complaint # [redacted]
We are sorry to hear of the difficulties that the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her bills. We will continue to work...
with her and come to a resolution with her account billing. As always, we appreciate the opportunity to assist. Thank you. [redacted]/ Office of the General Manager/Cox Communications
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...
resolution.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
November 4, 2016—Revdex.com complaint# [redacted]—[redacted] We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him. As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service. We advised our customer that he has the best pricing available for the services he is subscribed to. We are not able to supply the client with the recorded calls. Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####. We hope this information has been helpful to final closure of this concern. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
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]
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We will continue...
to work with the client and our Accounting Team to get to the bottom of the issue. The customer has our contact information and is able to call us directly with further questions on this matter. Thank you for bringing this matter to our attention. We always appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive Offices/ Arizona
[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,
Joshua [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,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account. ...
Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement. The promotion he is on included a $30 step up for months 13-24. This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months. Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 have provided 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. Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 11, 2017—Revdex.com complaint # [redacted] We are sorry to hear that a customer is displeased with his pricing for our services. Due to the complaint filed with your office, a thorough review was completed on the account. Our records indicate that the client has enjoyed 13...
promotions on his account since 2013. The customer is currently receiving $58.99 in discounts to the normally charged rates for services. The subscriber currently has two temporary campaigns on his account that will last through April of 2018. At that time, the customer is welcome to contact us and change his services to meet his needs and his budget. While we always offer temporary discounts to our current valued customers, these attractive promotions do not last indefinitely. We hope this information has been helpful in providing closure to this concern. Thank you for the opportunity to assist. Catherine/Cox Communications Executive Offices Arizona
[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]
January 29, 2015
[redacted] complaint # [redacted]. We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed. We have left a message for the customer and requested contact from the subscriber so we can schedule a...
convenient time to meet with them at their home.
Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month. While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard. Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.
We hope this information has been helpful to the [redacted]. [redacted]/Cox Communications Executive Offices/[redacted]
We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. 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 made two...
attempts to reach the customer. First attempt on June 20th and second on June 21st, both times we were not able to make contact. However, we did leave a detailed message for the customer to return our call. Should our customer opt to return our call we will be happy to assist them with their concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000.
September 21, 2015 Revdex.com complaint # [redacted]
We were sorry to hear that a former customer had difficulty with his home security services as well as his billing. Due to the concerns that the subscriber brought to the attention of your office, we attempted to...
contact him by phone on two different occasions. While we were only able to leave messages for the client, we will attempt email contact with him if we are unable to connect by phone. We will also update the customer once we have the results from the investigation that is being completed by our Home Security Team. As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
April 18, 2016—Revdex.com rebuttal-N[redacted] We were sorry to hear that the customer was unhappy with our response to your company. Because our investigation results have not changed, we have no support for credit to the account. As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company. We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016. The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service. Due to this fact, the ETF (Early Termination Fee) is valid. Service credits cannot be justified as we were not able to very that we provided the customer with substandard service. We hope this additional information has been helpful towards closure of this Revdex.com complaint. Catherine/Office of the General Manager/Cox Communications Arizona
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.See attached.
Regards,
[redacted]
July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing. Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...
with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months. Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request. We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns. All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted]. We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number. We did leave messages and our direct contact information should the client need to contact us directly. We hope this information has been helpful to the Revdex.com. Thank you.[redacted]/Cox Communications Executive offices/ [redacted]
Attached is Cox's communication from the above address and my reply. This matter is not resolved. Thank you.
[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the account to assist...
with the concerns the customer has listed. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention. I consider the matter at this point resolved, and the case may be closed.
[redacted]
August 7, 2015 Revdex.com complaint # [redacted]
We are sorry to hear of the difficulties that the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her bills. We will continue to work...
with her and come to a resolution with her account billing. As always, we appreciate the opportunity to assist. Thank you. [redacted]/ Office of the General Manager/Cox Communications