We would like to thank the customer for taking the time to file their concerns regarding their recent experience with our Field Services Department. Please let me begin with an apology for any inconvenience they experienced. Upon receipt of this complaint, we were able to speak with our customer...
directly on 5/30/17. During the conversation we addressed our customer’s concerns with the delays in their repair, and confirmed that our Field Service Department did return to the property and restore the services as requested. 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. Thank you. George Executive Resolutions Cox Communications
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
still have issue and today it went out again twice in one day... So I ask you what kind of service that provide that kind of business? I have not this much trouble with internet in the past since I got this provider and this the worst provider. This much outage in one day and weeks
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...
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 reached out to our customer to...
address their concerns, however, our attempt to reach them on 1/26/17 have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]. Executive Resolutions Office 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 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,
Joan B[redacted]
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]
Revdex.com #[redacted] We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service. She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back. Once she reaches back out to our office we will be happy to further assist her. Thank you for your time and consideration. Executive Resolutions Office 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 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 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 reached out to our customer to...
address his concerns, however, our attempts to reach him have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address his concerns and provide a successful resolution. We would also like to thank our customer for providing his feedback based on his experience with our company. Please let me assure you that we have addressed your concerns directly and have provided the appropriate feedback. Thank you for your time and consideration. Lawrence E.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,
[redacted]
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.
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address and telephone number...
provided. 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
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 remove the early termination fees that were charged as a result of cancelling her services and...
ultimately canceling her contract. 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 found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges. 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 she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
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
February 25, 2016 Revdex.com complaint [redacted]/ Thomas Cox # [redacted] We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name. Due to the concerns that the customer brought to the attention of your office, we contacted the...
client directly to discuss. As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns. Thank you. Catherine/Cox Communications Executive Offices Arizona
September 19, 2016—Revdex.com complaint# [redacted] We were sorry to hear that a long time and loyal customer of ours was confused on his billing and charges. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. After...
reviewing the account and the charges incurred, we were able to correct the customer’s billing. The customer is happy with our credits and efforts that we made to correct his billing. As always, we appreciate the opportunity to assist our customer. Thank you! [redacted]/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. Dani G. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 are sorry to hear our business customer is experiencing difficulty with their account. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to ensure the issues are addressed. We are confident our Cox Business Services Department will...
be able to reach an amicable resolution with our customer. Thank you for your time and consideration.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 recent experience with our Field Services Department. Please let me begin with an apology for any inconvenience they experienced. Upon receipt of this complaint, we were able to speak with our customer...
directly on 5/30/17. During the conversation we addressed our customer’s concerns with the delays in their repair, and confirmed that our Field Service Department did return to the property and restore the services as requested. 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. Thank you. George Executive Resolutions Cox Communications
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
still have issue and today it went out again twice in one day... So I ask you what kind of service that provide that kind of business? I have not this much trouble with internet in the past since I got this provider and this the worst provider. This much outage in one day and weeks
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...
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 reached out to our customer to...
address their concerns, however, our attempt to reach them on 1/26/17 have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]. Executive Resolutions Office 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 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,
Joan B[redacted]
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]
Revdex.com #[redacted] We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service. She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back. Once she reaches back out to our office we will be happy to further assist her. Thank you for your time and consideration. Executive Resolutions Office 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 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 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 reached out to our customer to...
address his concerns, however, our attempts to reach him have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address his concerns and provide a successful resolution. We would also like to thank our customer for providing his feedback based on his experience with our company. Please let me assure you that we have addressed your concerns directly and have provided the appropriate feedback. Thank you for your time and consideration. Lawrence E.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,
[redacted]
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.
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address and telephone number...
provided. 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
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 remove the early termination fees that were charged as a result of cancelling her services and...
ultimately canceling her contract. 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 found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges. 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 she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
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
February 25, 2016 Revdex.com complaint [redacted]/ Thomas Cox # [redacted] We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name. Due to the concerns that the customer brought to the attention of your office, we contacted the...
client directly to discuss. As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns. Thank you. Catherine/Cox Communications Executive Offices Arizona
September 19, 2016—Revdex.com complaint# [redacted] We were sorry to hear that a long time and loyal customer of ours was confused on his billing and charges. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. After...
reviewing the account and the charges incurred, we were able to correct the customer’s billing. The customer is happy with our credits and efforts that we made to correct his billing. As always, we appreciate the opportunity to assist our customer. Thank you! [redacted]/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. Dani G. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 are sorry to hear our business customer is experiencing difficulty with their account. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to ensure the issues are addressed. We are confident our Cox Business Services Department will...
be able to reach an amicable resolution with our customer. Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region