We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her account. 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 reached...
out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contract. After investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contract. We followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the charges. This information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding this. 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. Thomas Executive Resolutions Cox Communications
Revdex.com complaint# [redacted]-- [redacted] We were sorry to hear of the confusion that the customer experienced with her billing. Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the matter. We have filed an...
investigation with our Receivable Management Team to review the records from 2015. We will keep the customer informed with the results of our investigation. As always, we thank the Revdex.com for bringing this customer concern to our attention. Thank you! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #1[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer directly. Our...
client was disputing the installation charges for his security system. He advised us he had an offered installation price in writing. At our customer’s request we sent him an email of which he could reply to and send us the offer he had so we could research it. As of 10/31 we have not received a return email from our customer. Although our subscriber did not contact us, he did call our care center on 10/28 and was issued credit to his account for the disputed charges. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications[redacted]
December 16, 2015
Revdex.com rebuttal # [redacted]
We were sorry to hear that our customer was unsatisfied with our
response to your company.
Because we did not reach the client by phone on December 3, 2015,
we sent her an email directly on December 10, 2015, to explain that our sales
agent not only signed her up for the two year PLG (Price Lock Guarantee) but also
applied a temporary 12 month campaign to her account as well. After one year, the temporary discount ended,
causing her bill to go up by approximately $30.00. While the customer is unhappy that she is no
longer paying the lower rate as she did on the first year of service, we do not
have the option of reinstating the temporary campaign. Our agents can only offer our customers what
our Corporate Marketing Department makes available to us. Our Sales Agents do not have the option of
creating their own campaigns. We also
advised the customer that the addition of a temporary discount on top of the PLG
is not the norm, so was given the absolute best prices possible for one entire
year.
The consumer replied to our email on December 10, 2015, and
advised us that she disagrees with our findings and requests documentation to
support the rate change. Because we were
unable to reach the customer or leave a message for her today on her contact
number, we replied to her email and advised her that her May/June billing from
2013 detailed the PLG campaign details, and pointed out which services were
price protected. While we are no longer
able to print her billing from over two years ago, the details for our PLG is
listed on our website. The details can
be viewed at www.cox.com/arizona under
policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html
We hope this information has been helpful to your office. We urge the customer to contact our Customer
Service Department should she decide to make changes to her account. Our friendly and helpful agents can be
reached at ###-###-####. Thank you.
Catherine Cox Communications Executive Offices /Arizona
After receiving this rebuttal we spoke with our customer. We acknowledged that she returned the equipment and offered to re-install and address any issues she is having. Our customer declined our offer. We confirmed the equipment and service was working when the install left our customer’s home on 2/26/15. Our customer did not contact us until 3/2/15 to talk about lowering her bill. She explained she wanted to cancel her services because the bill was too high. Our customer did not contact us again until 3/6/15 stating the motion sensor was not working. We found a good signal. Our customer allowed us to set up a service call but our customer would not schedule the order. On 3/9/15 our customer contacted us to disconnect her phone service. There is no mention of issues with her security system. On 3/10/15 our customer called in about faulty equipment and that she will be moving. She would like the Early Termination Fees waived. We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service. Our customer declined our offer to have a technician out to address the faulty equipment issue. Later that day she brought the security system equipment into one of our stores. Our customer entered into a 3 year agreement and the agreement states she needs to allow us the opportunity to address issues with the service. Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/15. Our customer can disconnect service but would be responsible for the Early Termination Fees. We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install. So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork. He explained he spoke with our customer about this when he was onsite. This has been addressed.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 this has caused. We will be happy to address her concerns if she will let us. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
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 attempts to return her equipment to our office. We sincerely regret the inconvenience that she...
experienced with our company.
Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested and scheduled an equipment pick up but the equipment was never retrieved. Per the notes we were to contact the apartment manager to gain access to the apartment. This was incorrect information. We contacted the apartment manager to confirm the equipment was not in their office and if left behind in the apartment would have been discarded. Since this was an error on the part of Cox Communications and the customer was not advised correctly the equipment has been removed and charges reversed. We left a message for her acknowledging her request and to apologize for the charges. We also explained the equipment has been removed and the charges reversed.
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.
Sincerely,
[redacted] /Office of the General Manager / Cox Communications Executive Offices / [redacted]
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. The damage claim in question has been reviewed and...
denied multiple times. This matter is closed. We currently have a service visit scheduled for November 22, 2016 and are working with our customer to resolve any service delivery issues that may exist. We are confident we will be able to provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I spoke to Jesse on 1/12/2016. There does not seem to be a solution on Cox's part. Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes. He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect. So I do not know who is correct since I can not verify anything online. It seems Cox is presenting themselves falsely. I am including the screenshot of my account services. It states my name at the top, because I logged in with my cox email and password. My phone services are at the bottom of the page. Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.
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 his attempts to address and correct his billing. We sincerely regret the inconvenience that he...
experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication 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 /[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. 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
April 14, 2016—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing regarding his account and service rates. Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on his...
account. Our records confirm that the subscriber contacted us by phone on April 13 to inquire on transferring service to a new address. The client was hot happy to hear that the BULK apartment discount he is receiving at his current residence is not offered at a his new address. While the complex he is currently living at offers some cable TV and Internet as part of the amenities, many apartments and no single family homes have this option available. While we would love to offer the same discounted rate at every service address, the apartment complex that the customer currently lives in has a contract with our company to supply these services as a benefit to residing in their complex. Notes on the account indicate that one of our Customer Service Supervisors explained this to the customer on the phone on April 13, 2016. We hope this information has been helpful to your company as closure to this complaint. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
Even with me paying the $150 termination fee, there is still a $140 difference that was taken from my account that you did not address. I had also already paid the bill for that month prior to changing my service.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file her concerns regarding the service visit charge on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we researched the account and confirmed that the charge was made in error due to the technician’s findings. We have removed the charge from the account and would like to apologize for the inconvenience. 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
This is at best a Gloss over what had happened. The reason there was no initial complaint was because I hadn't added the promised features at that time due to the expense involved. When I went to add the additional options it was made clear that the salesman involved with the sale chose to oversimplify and exaggerate the systems capabilities. I do NOT accept that they were just unwilling to make this right. I have never complained to the [redacted] prior to this, it isn't just something I am doing because I am bored. The business practice involved here is at the very least fraudulent. I have ordered a company to come in and remove cox's product and will be paying (again) another company to install a proper system.
May 5, 2016—Revdex.com complaint # [redacted]—A[redacted] A[redacted] We were sorry to hear of the confusion that the customer has experienced with our company. Due to the concerns that the client has brought to the attention of your office, a thorough review has been completed on his account. Our records...
confirm that on April 28, 2016, the customer‘s account was credited for the service calls, as well as the installation fee. Notations from our Field Technician confirmed that the client’s modem was the cause of the speed issue, and we were able to confirm that the signal and service that we were providing was not substandard. Standard lease fees do apply for the rented modem. We do not and have never offered HBO free for a year, and could not find any documentation to validate this claim. Should the customer have further questions regarding his account, he may call our Customer Service Department at 623-594-1000. We hope this information has been helpful to your office. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted] We sincerely regret the inconvenience that our customer has experienced with our company.We have contacted the customer directly on 2/16/16 to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer...
service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...
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. Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/16 and 6/24/16. On 5/26/16,...
the Cox Representative offered our customer the new promotional rate and advised it would expire after 12 months. The customer agreed and accepted this offer presented by the Cox Representative. On 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interaction. After reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rate. However, due to the confusion at that time the Cox Representative on 6/24/16 assisted our customer and applied a manual adjustment for the amount mentioned in the complaint. We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurate. In addition, feedback will also be provided to the appropriate leadership regarding their experience. Thank you for your time and consideration. 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 their concerns regarding their account and services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s...
concerns with their services, we did attempt to reach them at the telephone number they provided to us [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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. GeorgeExecutive ResolutionsCox Communications
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.After attempting one more time to resolve this issue with their customer service, know Cox Communications has added additional charges to my account that are not correct. The fact that I have overpaid now twice and they refuse to correct the billing dating back to June 15, 2015 makes this issue not resolved.I have now reduce the services even more as of August 04, 2015 and to no surprise to me, Cox continues to charge me extra as they sent a new invoiced that was received on Tuesday, August 18, 2015 with additional charges after my complaint was submitted to the Revdex.com.Please take note that any future response from Cox Communications is preferred via email [redacted]
Regards,
[redacted]
We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her account. 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 reached...
out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contract. After investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contract. We followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the charges. This information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding this. 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. Thomas Executive Resolutions Cox Communications
Revdex.com complaint# [redacted]-- [redacted] We were sorry to hear of the confusion that the customer experienced with her billing. Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the matter. We have filed an...
investigation with our Receivable Management Team to review the records from 2015. We will keep the customer informed with the results of our investigation. As always, we thank the Revdex.com for bringing this customer concern to our attention. Thank you! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #1[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer directly. Our...
client was disputing the installation charges for his security system. He advised us he had an offered installation price in writing. At our customer’s request we sent him an email of which he could reply to and send us the offer he had so we could research it. As of 10/31 we have not received a return email from our customer. Although our subscriber did not contact us, he did call our care center on 10/28 and was issued credit to his account for the disputed charges. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications[redacted]
December 16, 2015
Revdex.com rebuttal # [redacted]
We were sorry to hear that our customer was unsatisfied with our
response to your company.
Because we did not reach the client by phone on December 3, 2015,
we sent her an email directly on December 10, 2015, to explain that our sales
agent not only signed her up for the two year PLG (Price Lock Guarantee) but also
applied a temporary 12 month campaign to her account as well. After one year, the temporary discount ended,
causing her bill to go up by approximately $30.00. While the customer is unhappy that she is no
longer paying the lower rate as she did on the first year of service, we do not
have the option of reinstating the temporary campaign. Our agents can only offer our customers what
our Corporate Marketing Department makes available to us. Our Sales Agents do not have the option of
creating their own campaigns. We also
advised the customer that the addition of a temporary discount on top of the PLG
is not the norm, so was given the absolute best prices possible for one entire
year.
The consumer replied to our email on December 10, 2015, and
advised us that she disagrees with our findings and requests documentation to
support the rate change. Because we were
unable to reach the customer or leave a message for her today on her contact
number, we replied to her email and advised her that her May/June billing from
2013 detailed the PLG campaign details, and pointed out which services were
price protected. While we are no longer
able to print her billing from over two years ago, the details for our PLG is
listed on our website. The details can
be viewed at www.cox.com/arizona under
policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html
We hope this information has been helpful to your office. We urge the customer to contact our Customer
Service Department should she decide to make changes to her account. Our friendly and helpful agents can be
reached at ###-###-####. Thank you.
Catherine Cox Communications Executive Offices /Arizona
After receiving this rebuttal we spoke with our customer. We acknowledged that she returned the equipment and offered to re-install and address any issues she is having. Our customer declined our offer. We confirmed the equipment and service was working when the install left our customer’s home on 2/26/15. Our customer did not contact us until 3/2/15 to talk about lowering her bill. She explained she wanted to cancel her services because the bill was too high. Our customer did not contact us again until 3/6/15 stating the motion sensor was not working. We found a good signal. Our customer allowed us to set up a service call but our customer would not schedule the order. On 3/9/15 our customer contacted us to disconnect her phone service. There is no mention of issues with her security system. On 3/10/15 our customer called in about faulty equipment and that she will be moving. She would like the Early Termination Fees waived. We explained the 3-year agreement and what the Early Termination Fees will be if she disconnects the service. Our customer declined our offer to have a technician out to address the faulty equipment issue. Later that day she brought the security system equipment into one of our stores. Our customer entered into a 3 year agreement and the agreement states she needs to allow us the opportunity to address issues with the service. Our customer has refused our attempts to address her concerns and the call history to our office does not reflect our customer had an issue with the service until 3/6/15. Our customer can disconnect service but would be responsible for the Early Termination Fees. We will be happy to work with our customer if she chooses to let us address her service issues.Our customer mentioned the installer’s supervisor came out during the install. So we contacted the supervisor regarding the fact our customer states the tech went through her paperwork. He explained he spoke with our customer about this when he was onsite. This has been addressed.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 this has caused. We will be happy to address her concerns if she will let us. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
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 attempts to return her equipment to our office. We sincerely regret the inconvenience that she...
experienced with our company.
Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested and scheduled an equipment pick up but the equipment was never retrieved. Per the notes we were to contact the apartment manager to gain access to the apartment. This was incorrect information. We contacted the apartment manager to confirm the equipment was not in their office and if left behind in the apartment would have been discarded. Since this was an error on the part of Cox Communications and the customer was not advised correctly the equipment has been removed and charges reversed. We left a message for her acknowledging her request and to apologize for the charges. We also explained the equipment has been removed and the charges reversed.
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.
Sincerely,
[redacted] /Office of the General Manager / Cox Communications Executive Offices / [redacted]
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. The damage claim in question has been reviewed and...
denied multiple times. This matter is closed. We currently have a service visit scheduled for November 22, 2016 and are working with our customer to resolve any service delivery issues that may exist. We are confident we will be able to provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I spoke to Jesse on 1/12/2016. There does not seem to be a solution on Cox's part. Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes. He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect. So I do not know who is correct since I can not verify anything online. It seems Cox is presenting themselves falsely. I am including the screenshot of my account services. It states my name at the top, because I logged in with my cox email and password. My phone services are at the bottom of the page. Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.
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 his attempts to address and correct his billing. We sincerely regret the inconvenience that he...
experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication 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 /[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. 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
April 14, 2016—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing regarding his account and service rates. Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on his...
account. Our records confirm that the subscriber contacted us by phone on April 13 to inquire on transferring service to a new address. The client was hot happy to hear that the BULK apartment discount he is receiving at his current residence is not offered at a his new address. While the complex he is currently living at offers some cable TV and Internet as part of the amenities, many apartments and no single family homes have this option available. While we would love to offer the same discounted rate at every service address, the apartment complex that the customer currently lives in has a contract with our company to supply these services as a benefit to residing in their complex. Notes on the account indicate that one of our Customer Service Supervisors explained this to the customer on the phone on April 13, 2016. We hope this information has been helpful to your company as closure to this complaint. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
Even with me paying the $150 termination fee, there is still a $140 difference that was taken from my account that you did not address. I had also already paid the bill for that month prior to changing my service.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file her concerns regarding the service visit charge on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we researched the account and confirmed that the charge was made in error due to the technician’s findings. We have removed the charge from the account and would like to apologize for the inconvenience. 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
This is at best a Gloss over what had happened. The reason there was no initial complaint was because I hadn't added the promised features at that time due to the expense involved. When I went to add the additional options it was made clear that the salesman involved with the sale chose to oversimplify and exaggerate the systems capabilities. I do NOT accept that they were just unwilling to make this right. I have never complained to the [redacted] prior to this, it isn't just something I am doing because I am bored. The business practice involved here is at the very least fraudulent. I have ordered a company to come in and remove cox's product and will be paying (again) another company to install a proper system.
May 5, 2016—Revdex.com complaint # [redacted]—A[redacted] A[redacted] We were sorry to hear of the confusion that the customer has experienced with our company. Due to the concerns that the client has brought to the attention of your office, a thorough review has been completed on his account. Our records...
confirm that on April 28, 2016, the customer‘s account was credited for the service calls, as well as the installation fee. Notations from our Field Technician confirmed that the client’s modem was the cause of the speed issue, and we were able to confirm that the signal and service that we were providing was not substandard. Standard lease fees do apply for the rented modem. We do not and have never offered HBO free for a year, and could not find any documentation to validate this claim. Should the customer have further questions regarding his account, he may call our Customer Service Department at 623-594-1000. We hope this information has been helpful to your office. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted] We sincerely regret the inconvenience that our customer has experienced with our company.We have contacted the customer directly on 2/16/16 to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer...
service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...
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. Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/16 and 6/24/16. On 5/26/16,...
the Cox Representative offered our customer the new promotional rate and advised it would expire after 12 months. The customer agreed and accepted this offer presented by the Cox Representative. On 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interaction. After reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rate. However, due to the confusion at that time the Cox Representative on 6/24/16 assisted our customer and applied a manual adjustment for the amount mentioned in the complaint. We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurate. In addition, feedback will also be provided to the appropriate leadership regarding their experience. Thank you for your time and consideration. 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 their concerns regarding their account and services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s...
concerns with their services, we did attempt to reach them at the telephone number they provided to us [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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. GeorgeExecutive ResolutionsCox Communications
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.After attempting one more time to resolve this issue with their customer service, know Cox Communications has added additional charges to my account that are not correct. The fact that I have overpaid now twice and they refuse to correct the billing dating back to June 15, 2015 makes this issue not resolved.I have now reduce the services even more as of August 04, 2015 and to no surprise to me, Cox continues to charge me extra as they sent a new invoiced that was received on Tuesday, August 18, 2015 with additional charges after my complaint was submitted to the Revdex.com.Please take note that any future response from Cox Communications is preferred via email [redacted]
Regards,
[redacted]