[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,
John D[redacted]
January 10, 2017—Revdex.com complaint# [redacted] We were sorry to hear that the customer experienced distress with her billing and rates. Due to her concerns, we contacted her directly by phone. After speaking to the client, we sent her an email and provided her with a copy of her...
December 2015 billing. We advised the customer that if she chooses to end her agreement with us, we will remove her ETF (Early Termination Fee) from her account. The subscriber has our direct contact information. As always, we appreciate the opportunity that the Revdex.com has given to us. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the inquiry appearing on her credit report. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we...
worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concerns. Following our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in question. We were able to speak with our customer on 6/28/16 to advise her of this information to which she advised us she was satisfied. 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 [redacted] Thank You. George Executive Escalations Cox Communications
[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,
Eugene H[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
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. We have contacted the customer directly to address their concerns and provide a successful resolution. After extensive research of the customers service address we have verified that the residence has not had Cox services delivered to the property dating back to the first contact in 2002. There have been several calls over the years requesting service, however, this will require a plant extension to the property. Our customer has been provided with the details of what will be required to provide residential service at this point. We have also recommended that the customer contact the Cox Business group to set up business service as well. 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing. Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...
leave voice messages. We also sent the customer an email. We advised the customer that we will need his PIN to disconnect his account. We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested. We hope to hear from the customer very soon. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
We want to thank Ms. [redacted] for taking the time to file her concern. In receipt of this complaint, Cox reviewed her account and contract terms. Cox determined that we would be able to accommodate her request to disconnect the 4 phone lines without penalty. Cox spoke with Ms....
[redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removed. We have attempted to directly contacted the customer to by telephone and email. Once we are able to verify the account, we can address the...
concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
My complaint has not been resolved , and only to say that the head contractor has reached out to me several times, only going to my home address while I'm at work. An appt. to meet with me would be better so I can show them where we did have cable service with them before. I don't feel I should have to pay a high expense as I'm requesting service from them as they are the business, did everyone have to pay a high expense to get service from them, they do charge a monthly fee. I also feel that since I already had service here ,they should be able to find where the existing line leads to. I can send in pictures of the box that's located on my house if I need to.
A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17. Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.
April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account. Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand. We...
also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We would like to apologize for the frustration that the customer has experienced with the accuracy of information provided during the initial call requesting a HomeLife installation and during the consultation. We were able to speak with Mr. [redacted] and resolve his concerns regarding the discounts...
and promotions on his account. We provided him with a resolution that he is happy and satisfied with.Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, he can always contact our Customer Care Center at 623-594-1000. Thank You.TiaExecutive Resolutions/ Cox Communications
[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 11595035, 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]
[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,
Michael R[redacted]
We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...
regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication
October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company. Due to the concerns that she brought to your attention, we contacted the customer directly this morning. While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience. We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees. In our message to the subscriber, we asked for clarification on her concerns. Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer. As always, we appreciate the opportunity your office has given to us. Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted] We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company. Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and...
provide a successful resolution. We are confident that we will be able to provide a successful resolution for our customer and address all of their concerns. 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
February 2, 2015 Revdex.com complaint [redacted]—Diana D[redacted] We were sorry to hear of the difficulties that the customer is experiencing with her internet service. Due to the data and equipment issues that she brought to the attention of your office, we contacted her directly to assist her. In the...
interest of customer satisfaction and service, our Field Management Team is working with the customer directly in an effort to resolve the issues at hand. The customer has our contact information so she can directly reach out to us. As always, we appreciate the opportunity that the Revdex.com has given us. 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,
John D[redacted]
January 10, 2017—Revdex.com complaint# [redacted] We were sorry to hear that the customer experienced distress with her billing and rates. Due to her concerns, we contacted her directly by phone. After speaking to the client, we sent her an email and provided her with a copy of her...
December 2015 billing. We advised the customer that if she chooses to end her agreement with us, we will remove her ETF (Early Termination Fee) from her account. The subscriber has our direct contact information. As always, we appreciate the opportunity that the Revdex.com has given to us. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the inquiry appearing on her credit report. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we...
worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concerns. Following our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in question. We were able to speak with our customer on 6/28/16 to advise her of this information to which she advised us she was satisfied. 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 [redacted] Thank You. George Executive Escalations Cox Communications
[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,
Eugene H[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
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. We have contacted the customer directly to address their concerns and provide a successful resolution. After extensive research of the customers service address we have verified that the residence has not had Cox services delivered to the property dating back to the first contact in 2002. There have been several calls over the years requesting service, however, this will require a plant extension to the property. Our customer has been provided with the details of what will be required to provide residential service at this point. We have also recommended that the customer contact the Cox Business group to set up business service as well. 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing. Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...
leave voice messages. We also sent the customer an email. We advised the customer that we will need his PIN to disconnect his account. We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested. We hope to hear from the customer very soon. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
We want to thank Ms. [redacted] for taking the time to file her concern. In receipt of this complaint, Cox reviewed her account and contract terms. Cox determined that we would be able to accommodate her request to disconnect the 4 phone lines without penalty. Cox spoke with Ms....
[redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removed. We have attempted to directly contacted the customer to by telephone and email. Once we are able to verify the account, we can address the...
concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
My complaint has not been resolved , and only to say that the head contractor has reached out to me several times, only going to my home address while I'm at work. An appt. to meet with me would be better so I can show them where we did have cable service with them before. I don't feel I should have to pay a high expense as I'm requesting service from them as they are the business, did everyone have to pay a high expense to get service from them, they do charge a monthly fee. I also feel that since I already had service here ,they should be able to find where the existing line leads to. I can send in pictures of the box that's located on my house if I need to.
A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17. Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.
April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account. Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand. We...
also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We would like to apologize for the frustration that the customer has experienced with the accuracy of information provided during the initial call requesting a HomeLife installation and during the consultation. We were able to speak with Mr. [redacted] and resolve his concerns regarding the discounts...
and promotions on his account. We provided him with a resolution that he is happy and satisfied with.Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, he can always contact our Customer Care Center at 623-594-1000. Thank You.TiaExecutive Resolutions/ Cox Communications
[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 11595035, 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]
[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,
Michael R[redacted]
We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...
regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication
October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company. Due to the concerns that she brought to your attention, we contacted the customer directly this morning. While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience. We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees. In our message to the subscriber, we asked for clarification on her concerns. Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer. As always, we appreciate the opportunity your office has given to us. Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted] We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company. Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and...
provide a successful resolution. We are confident that we will be able to provide a successful resolution for our customer and address all of their concerns. 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
February 2, 2015 Revdex.com complaint [redacted]—Diana D[redacted] We were sorry to hear of the difficulties that the customer is experiencing with her internet service. Due to the data and equipment issues that she brought to the attention of your office, we contacted her directly to assist her. In the...
interest of customer satisfaction and service, our Field Management Team is working with the customer directly in an effort to resolve the issues at hand. The customer has our contact information so she can directly reach out to us. As always, we appreciate the opportunity that the Revdex.com has given us. Catherine/Cox Communications Executive Offices/ Arizona