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
March 23, 2016—Revdex.com complaint # 11249341—[redacted] We were sorry to hear of the billing confusion that the customer experienced with their account. The customer states in her complaint to your office that she made payment arrangements with an agent of our company on February 8,...
2016. Review of the account notes do not give confirmation that the client spoke to any agents in our company on that day. While our Customer Service and Collection agents are able to make payment arrangements for active accounts, we do not have the ability of preventing an account from being turned over to Collections after the disconnection of service. Although our office and our Customer Service Department do not have the option of removing a customer from collections, we have escalated the customer’s request to speak to a Supervisor on our Collections Team for assistance. We are sorry that we were not able to provide your office with the answer that the customer was hoping for. We hope this information has been helpful in resolution to this complaint. Catherine/ Cox Communications Executive Offices/ Arizona
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.
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. In our communication we provided him an account...
summary to explain the charges and verify he was not billed for Cox services after the requested disconnection date. We also explained that the equipment charge was also valid as it was an incomplete return of equipment. While the customer acknowledged this was made aware to him at that time, he provided us additional information pertaining to the situation. In effort to provide a successful resolution, we assisted the customer by removing this fee. 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
[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]
October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle. Our records also confirm that we processed the refund as the customer requested. The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her. If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her. We hope that the Revdex.com will take this into consideration when closing this complaint. Thank you for your time.Catherine/ Cox Communications Executive Office/ 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.We have left messages and they have left messages. Ne resolution, in fact it's gotten much worse! We have perfect credit so as not to put that at risk we paid the invoice in question. After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!! We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving bill. We cannot seem to get anyone to help us.
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
[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]
We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/16 to order...
services. Our review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their order. Additionally, we found that our Sales Representative did disclose the $100.00 installation fee and advised the customer that our technician would activate the outlets during the installation. We do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installation. We would like to assure our customer this feedback will be addressed. Regarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/16. However, we found that between the installation and disconnection dates (2/11/16 to 3/17/16) there was only one call made to our Customer Care Center on 2/22/16 to discuss an issue with speed. While we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of service. At this point, the final balance of $245.70 is valid and will need to be paid. 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 S. Executive Resolutions Cox Communications
I asked for a copy of there terms and conditions clause. Nothing on the bill documents their arbitrary increase. Melissa offered a new amount of $167.79 for the remaining eleven months. I am again requesting the company uphold the 24 month agreement or release me from their contact at no fee to me.
[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 would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.” The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off. Due to multiple calls into our care center and customer confusion, we offered and applied a courtesy credit totaling $130.00. No further credit is justified and the customer has been made aware of this. We hope this information is sufficient for final closure to this complaint. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
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
[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
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and experience with our Customer Care Center. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any...
frustrations. Upon receipt of this complaint we see that our Customer Care Center has shipped the return packages our customer has requested to the appropriate address as of 2/15/17. Additionally, we will ensure our customer’s feedback regarding the agent they first spoke with is addressed with the appropriate company leadership. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications
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 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]
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 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
March 23, 2016—Revdex.com complaint # 11249341—[redacted] We were sorry to hear of the billing confusion that the customer experienced with their account. The customer states in her complaint to your office that she made payment arrangements with an agent of our company on February 8,...
2016. Review of the account notes do not give confirmation that the client spoke to any agents in our company on that day. While our Customer Service and Collection agents are able to make payment arrangements for active accounts, we do not have the ability of preventing an account from being turned over to Collections after the disconnection of service. Although our office and our Customer Service Department do not have the option of removing a customer from collections, we have escalated the customer’s request to speak to a Supervisor on our Collections Team for assistance. We are sorry that we were not able to provide your office with the answer that the customer was hoping for. We hope this information has been helpful in resolution to this complaint. Catherine/ Cox Communications Executive Offices/ Arizona
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.
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. In our communication we provided him an account...
summary to explain the charges and verify he was not billed for Cox services after the requested disconnection date. We also explained that the equipment charge was also valid as it was an incomplete return of equipment. While the customer acknowledged this was made aware to him at that time, he provided us additional information pertaining to the situation. In effort to provide a successful resolution, we assisted the customer by removing this fee. 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
[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]
October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle. Our records also confirm that we processed the refund as the customer requested. The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her. If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her. We hope that the Revdex.com will take this into consideration when closing this complaint. Thank you for your time.Catherine/ Cox Communications Executive Office/ 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.We have left messages and they have left messages. Ne resolution, in fact it's gotten much worse! We have perfect credit so as not to put that at risk we paid the invoice in question. After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!! We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving bill. We cannot seem to get anyone to help us.
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
[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]
We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/16 to order...
services. Our review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their order. Additionally, we found that our Sales Representative did disclose the $100.00 installation fee and advised the customer that our technician would activate the outlets during the installation. We do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installation. We would like to assure our customer this feedback will be addressed. Regarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/16. However, we found that between the installation and disconnection dates (2/11/16 to 3/17/16) there was only one call made to our Customer Care Center on 2/22/16 to discuss an issue with speed. While we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of service. At this point, the final balance of $245.70 is valid and will need to be paid. 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 S. Executive Resolutions Cox Communications
I asked for a copy of there terms and conditions clause. Nothing on the bill documents their arbitrary increase. Melissa offered a new amount of $167.79 for the remaining eleven months. I am again requesting the company uphold the 24 month agreement or release me from their contact at no fee to me.
[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 would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.” The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off. Due to multiple calls into our care center and customer confusion, we offered and applied a courtesy credit totaling $130.00. No further credit is justified and the customer has been made aware of this. We hope this information is sufficient for final closure to this complaint. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
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
[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
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and experience with our Customer Care Center. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any...
frustrations. Upon receipt of this complaint we see that our Customer Care Center has shipped the return packages our customer has requested to the appropriate address as of 2/15/17. Additionally, we will ensure our customer’s feedback regarding the agent they first spoke with is addressed with the appropriate company leadership. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications
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 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]
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