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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing. Due to the concern that the client brought to your attention, we attempted to reach him by phone. While we did not speak with him, we...
were able to leave messages for him and provided our contact information so he may call us at his convenience. Notes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services. Our office has offered additional assistance should he need it. As always, we appreciate the opportunity to assist a client! Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint we...
were able to make contact with our customer on 3/15/16 to address their concern. During this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund check. We will now work with our Refunds Department to ensure the check we originally mailed for the $125.00 is canceled. 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. Thank you. George Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we...
completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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. Thomas Executive Resolutions Cox Communications
August 8, 2016, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona
Thank you for your automated response that most closely matches the words used in my complaint, it was absolutely useless! Your response in no way addresses my concerns. I admit we are a high tech family and between my children, wife and I we use easily more than 1TB a month, an arbitrary number you have changed multiple times over the years. I do not appreciate being belittled by being told we are the abusive 1%. I am happy to pay for the service I use at a fair price, but I despise overages and a variable bill. You should not be enforcing any cap when you are not providing an option to pay for a set higher limit or to be exempt from the cap. This is extortion and does nothing to but stifle innovation and progress in the name of profit. Laggards will be left behind in the technology world... Don't be the cassette tape!
August 17, 2016 Revdex.com complaint # [redacted]--- [redacted] We were sorry to hear of the recent situation and details surrounding the damage claim that the client filed with our company. We understand that the consumer is not satisfied with the response that our Damage Claims Department and contractor...
Ver Tek offered him in regards to the cut sprinkler lines. Due to the concerns that he brought to the attention of your office, his Revdex.com complaint was forwarded to our Damage Claims Department for review. Our Damage Claims Team notified Ver Tek that the subscriber was not happy with the offer on August 12, 2016, and advised the contractor that a complaint had been filed in your office. VerTek has advised us that they stand by their original offer to the consumer. We are sorry that we were not able to advise you that we would be able to grant the client’s wishes for an $800.00 reimbursement. We hope this information has been helpful to your office. As always, we appreciate the opportunity to address concerns that are brought to the attention of your office. [redacted]/Cox Communications Executive Offices/ Arizona
September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours. We do empathize with the customer’s frustration with her rate change. While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing. This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have. This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee) The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email. We hope this information is sufficient for closure to this complaint. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention. After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16. For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000. He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding the bill delivery method change from last year. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this...
complaint, we attempted to make contact with the customer to discuss the concerns he outlined. Unfortunately, at this time we have been unable to get in contact with the customer. We’ve called twice and sent an email to him without contact. If we receive word back from the customer, we’ll be happy to address his 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. Thomas Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receiving this complaint we were able to...
make contact with our customer on 2/10/16 to address her concerns. During our conversation with our customer we were able to come to a resolution regarding an appropriate adjustment to the account for the missing equipment. 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 [redacted] Thank You. George S. Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Cox services. 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 contact with...
our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. 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.[redacted]Executive EscalationsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. 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. Executive ResolutionsOffice of the General ManagerCox 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.
This is a followup from my Email of Friday. First, the 150Gb of online data is still what I see, so no change there. I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications). Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response. Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem. If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem. The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change. The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue. So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails). This continues through this evening, although I would not have expected a phone call between Friday night and now. However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records. It looks like either the calls were not made or were made to the wrong number. Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling. However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer. I am not certain how to take the above sentence. If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved? So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing. After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding outages and their service issues. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/3/16 and 10/5/16 to no avail. Once...
contact is made with our customer we will be happy to assist him. 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 #[redacted]It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her experience at one of our retail stores. We sincerely regret the inconvenience that she...
experienced with our company. Upon receipt of this complaint, we were able to verify the promised credit, it has been applied it to her account. When we were able to speak to our customer we were informed of another incident she had with our retail location since filing this complaint. We are addressing those concerns and we are confident that we will have a successful resolution. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Thank you for your time and consideration.Jaimi / Executive EscalationsOffice 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.I keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that. Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox. Regards,[redacted]
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent returned payment that has been charged back to your account. I have reviewed your...
account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40. At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds." As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee. However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[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. We have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this...
further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
[redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his experience during the installation of his service. Upon receipt of this complaint we spoke with customer and...
arranged a full installation with our Field Service Department. The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing. Due to the concern that the client brought to your attention, we attempted to reach him by phone. While we did not speak with him, we...
were able to leave messages for him and provided our contact information so he may call us at his convenience. Notes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services. Our office has offered additional assistance should he need it. As always, we appreciate the opportunity to assist a client! Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint we...
were able to make contact with our customer on 3/15/16 to address their concern. During this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund check. We will now work with our Refunds Department to ensure the check we originally mailed for the $125.00 is canceled. 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. Thank you. George Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we...
completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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. Thomas Executive Resolutions Cox Communications
August 8, 2016, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona
Thank you for your automated response that most closely matches the words used in my complaint, it was absolutely useless! Your response in no way addresses my concerns. I admit we are a high tech family and between my children, wife and I we use easily more than 1TB a month, an arbitrary number you have changed multiple times over the years. I do not appreciate being belittled by being told we are the abusive 1%. I am happy to pay for the service I use at a fair price, but I despise overages and a variable bill. You should not be enforcing any cap when you are not providing an option to pay for a set higher limit or to be exempt from the cap. This is extortion and does nothing to but stifle innovation and progress in the name of profit. Laggards will be left behind in the technology world... Don't be the cassette tape!
August 17, 2016 Revdex.com complaint # [redacted]--- [redacted] We were sorry to hear of the recent situation and details surrounding the damage claim that the client filed with our company. We understand that the consumer is not satisfied with the response that our Damage Claims Department and contractor...
Ver Tek offered him in regards to the cut sprinkler lines. Due to the concerns that he brought to the attention of your office, his Revdex.com complaint was forwarded to our Damage Claims Department for review. Our Damage Claims Team notified Ver Tek that the subscriber was not happy with the offer on August 12, 2016, and advised the contractor that a complaint had been filed in your office. VerTek has advised us that they stand by their original offer to the consumer. We are sorry that we were not able to advise you that we would be able to grant the client’s wishes for an $800.00 reimbursement. We hope this information has been helpful to your office. As always, we appreciate the opportunity to address concerns that are brought to the attention of your office. [redacted]/Cox Communications Executive Offices/ Arizona
September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours. We do empathize with the customer’s frustration with her rate change. While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing. This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have. This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee) The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email. We hope this information is sufficient for closure to this complaint. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention. After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16. For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000. He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding the bill delivery method change from last year. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this...
complaint, we attempted to make contact with the customer to discuss the concerns he outlined. Unfortunately, at this time we have been unable to get in contact with the customer. We’ve called twice and sent an email to him without contact. If we receive word back from the customer, we’ll be happy to address his 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. Thomas Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receiving this complaint we were able to...
make contact with our customer on 2/10/16 to address her concerns. During our conversation with our customer we were able to come to a resolution regarding an appropriate adjustment to the account for the missing equipment. 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 [redacted] Thank You. George S. Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Cox services. 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 contact with...
our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. 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.[redacted]Executive EscalationsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. 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. Executive ResolutionsOffice of the General ManagerCox 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.
This is a followup from my Email of Friday. First, the 150Gb of online data is still what I see, so no change there. I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications). Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response. Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem. If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem. The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change. The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue. So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails). This continues through this evening, although I would not have expected a phone call between Friday night and now. However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records. It looks like either the calls were not made or were made to the wrong number. Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling. However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer. I am not certain how to take the above sentence. If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved? So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing. After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding outages and their service issues. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/3/16 and 10/5/16 to no avail. Once...
contact is made with our customer we will be happy to assist him. 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 #[redacted]It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her experience at one of our retail stores. We sincerely regret the inconvenience that she...
experienced with our company. Upon receipt of this complaint, we were able to verify the promised credit, it has been applied it to her account. When we were able to speak to our customer we were informed of another incident she had with our retail location since filing this complaint. We are addressing those concerns and we are confident that we will have a successful resolution. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Thank you for your time and consideration.Jaimi / Executive EscalationsOffice 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.I keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that. Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox. Regards,[redacted]
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent returned payment that has been charged back to your account. I have reviewed your...
account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40. At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds." As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee. However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[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. We have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this...
further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
[redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his experience during the installation of his service. Upon receipt of this complaint we spoke with customer and...
arranged a full installation with our Field Service Department. The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona