We were sorry to hear of the recent experience that the customer experienced with our company. We contacted the subscriber directly to discuss his service concerns, and gave him our contact information for follow up to the service issues that he brought to light Because a service call
was completed today at his home, we asked the subscriber to let us know if he feels that he isn’t receiving the speed that he expects with the level of service that his subscribes to We also confirmed that one of our Supervisors is searching for the call in question with the agent that he mentioned in his complaint We always appreciate the opportunity to address a customer concern, and we thank you for the opportunity to assist ***/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com:
I sincerely hope that Cox is not trying to deflect blame, by insinuating that this problem would have been resolved if I had returned their phone callsI suppose that would be understandable under these circumstances.The fact is, I did receive a call from a Cox supervisor on 11/18/2014, and I returned his call that day, and reiterated - once again - how long the problem had been occurring, and what specific issues I was having.As of 12/5/2014, On Demand content is still posting late, and is not current per Cox's advertised standards, which state that On Demand content is posted the day after it airs, and is available for days.And the issue has been far from sporadicI would direct Cox's and the Revdex.com's attention to the following hyperlink:***This is one of many posts on the Cox support forums specifically related to the On Demand service, with numerous complaints from consumers about latency issuesThis particular string has responses dated from September 24th, 2014, through 12/5/I would hope this addresses the classification of this issue as "sporadic"It's not.For the past two months plus, the best answer I've received is that Cox is aware of the problem, and is working on itThe most recent response in this specific thread from a Cox support monitor (identified as *** *) reads:"This issue is escalated to the highest levels in the organization and has been for a while."Knowing they are working on it is no longer a satisfactory response for me.I would like an acknowledgement from Cox that this is a known and on-going problem, and provide me and other customers with a hard date as to when the latency issue will be permanently fixed, per their own advertised standards
Regards,
*** ***
We honored the pricing offered with an upfront adjustmentThe customer was charged for a modem and the charges will reverse upon receipt from the customerThe customer will then realize the full billing adjustments given by Cox. 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 ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I have never received any written communication regarding contact information I prefer communications in writing since all phone conversation I have had with Cox have been seriously unsuccessfulThe customer service representatives have been terrible Please refer to all the information I have sent via regular mail in regards to my claim I sent a large packet with the details of my complaint and documentations about a month ago I continue to receive past due notices in the mail even though I specifically called to cancel the service as of December 9, Regards,*** ***
Dear Revdex.com, we received a call this morning, Monday, April 20, @ 9:AM concerning leaks in the ceilings of the living room and bedroom As everyone is well aware, we had a lot of rain Sunday, April 19, The Maintenance Staff went down to investigate the leaks, they went on the
roof and patched the areas that they thought were the problem areas In the meantime we have contacted a roofing company to come out and look at the roof so to get prices to replace For your records, we pulled all work orders that we have concerning the roof issue, we had a work order #*** 12/6/and the issue was taken care of the same day, work order #*** 10/14/and this was taken of the same day I feel that we have tried to take care of the issues as they come up I do not have a time line as yet from the roofer concerning his schedule As soon as I do, I will have the roof replaced and will give you an update.Thank you for your time in this matter and if you have further questions, please do not hesitate to contact me ***.*** ***
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 the poor customer service he received trying to address a returned payment charge. We sincerely regret the
inconvenience that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found he had a credit card on file but since the card number changed the payment declined. Our records reflected this as a returned payment in error and charged him for a returned payment. We contacted our customer to apologize for the poor experience surrounding this and have adjusted the charge.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,*** *** / Office of the General Manager / Cox Communications Executive Offices / ***
We would like to thank the customer for taking the time to file their concerns regarding their Cox Home Security service. 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 Cox Home Security service, we were able to speak with them on 3/17/to address their concernsDuring our conversation with our customer, we explained that while we absolutely understand their frustration regarding the call they made to our support center in February, the contract they agreed to in July of would still be validDue to the inconvenience, we did provide an adjustment to the account and per our customer’s request, processed a closure of their account We are confident that as a result of our conversation with our customer that the issues at hand have been resolvedWe truly hope that in the future our customer reconsiders Cox as an option for their service needs 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 experiencedThank you***Executive ResolutionsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cox called me to schedule services that will result in me being chargedI find it very unethical that I have to pay even more money to fix the services that are already not working correctlyThis issue is of no fault of my own so it is not fair I be punished for an issue on their end
Regards,
*** ***
Revdex.com Case # ***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.We have contacted our customer to address their concerns and are currently working to provide a successful
resolution.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 his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the customer’s concerns with the
connectivity of their Internet services, we have conducted a full research of their account to gain a better understanding of the issues Mr*** presented in his complaintUpon completion of our research, we were unable to find evidence of an Internet service outage for his area in the month of NovemberWe reviewed our database for their Internet equipment and we did not see indication of an Internet connection issueAlso, we researched the account notes and the access log for this account and found the first call made to us advising of issues with his Internet service was on 11/21/14. A member of our Executive Escalations Department spoke with Mr*** on 12/4/where we explained the information we gathered from our research of his accountWe spoke with our customer again on 12/8/and explained to Mr*** that while we do not have sufficient evidence to support an account adjustment for the full month of November, we would be happy to provide an adjustment from 11/21/to 11/30/for his Internet service as a courtesyUnfortunately, Mr*** opted to decline this offerOur customer is aware we have no documentation or evidence of service issues nor any contact from him prior to 11/21/to allow us the opportunity to correct any issues. 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, services, 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 ###-###-####Thank You.***Executive ResolutionsCox Communications
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. We contacted our customer to address his service issues and he does not want us out to his home as he has had
several techs out and still has an issue. We explained that we are unable to identify an issue from our office as the signal looks good. Our customer is still unwilling to allow us access to his home or yard. Cox is willing to work with our customer to resolve the service issues but we are unable to do anything more until we have access to his home or yard at minimum.We apologize for the inconvenience that this is causing our customer and we want him to know that we are deeply committed to being his most trusted provider of communication services. We will consider any information he provides us regarding the issues he is experiencing but at this time we are not able to do much more without access to his home.Sincerely,*** *** / Office of the General Manager / Cox Communications Executive Offices / Arizona
February 3, 2015 Revdex.com complaint *** *** We contacted the customer directly on January after reviewing her comments from your office Because of the information received from the Revdex.com, our Field Leadership followed up and ensured the customer was receiving the service that
she expects, and deserve from us The subscriber has our contact information should she experience any other concerns on this matter. As always, we appreciate the opportunity that the Revdex.com has given us to address and resolve our customer’s concerns Thank you. ***/Cox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I don't accept this response because , they haven't done anything to resolve the fact how rude the person was, nore the credit while I paying for the high speed and didn't get it..I need that to get refunded they can reach me at ***
Regards,*** ***
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.Regarding the customer’s concerns
with their services, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessfulWhile there was not an option to leave a message when we called this number, we have submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing 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 experiencedThank you***Executive 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.The fact that Cox Communications did not even attempt to reach out to me regarding these concerns shows that they really do not care. At this point, I plan on cancelling service with Cox after 10 long years of loyal service. They have really done a poor job of maintaining this partnership and relationship. My box is still not working properly and I am still paying for services that are not being delivered. I am done paying for poor quality service. Regards,[redacted]
July 27, 2016 Revdex.com Complaint #11595035- [redacted] We would like to thank the customer for taking the time to file his concerns regarding an early termination fee. 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 contacted the customer directly to address his concerns. At this time we have resolved the customer’s concern to his satisfaction. 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 ###-###-####. Thank You. Atari Executive Resolutions Cox Communications
April 25, 2017—Revdex.com complaint [redacted]—James [redacted] We were sorry to hear of the difficulty that the customer experienced with his services. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. We assured the customer...
that we will reinstate the former pricing that he had at his former address. The client has our contact information and we will work directly with him to ensure his pricing is corrected. As always, we thank the Revdex.com for bringing an important client’s concerns to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
October 30, 2015Revdex.com complaint # [redacted]We are sorry to hear that the customer is unhappy regarding his billing and services.While we were not able to reach the customer on either of the calls we made to him, we were able to leave him a message and give him our contact information. ...
We also confirmed that the billing was adjusted by our Customer Service Department, and asked the client to call us with further questions.As always, we appreciate the opportunity to assist a customer. [redacted]/ Cox Communications Executive Offices/ Arizona
We appreciate Mr. [redacted] taking the time to respond to this complaint. As mentioned in our previous response, we have provided the appropriate department in our company with the information regarding the complaint submitted. This department will now research Mr. [redacted]'s complaint and will address this complaint with him directly moving forward. We appreciate Mr. [redacted]'s patience and understanding. Thank you. Executive EscalationsCox Communications
Revdex.com Case # [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. The customer informed us that the issue has...
been resolved.
Thank you for your time and consideration.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We were sorry to hear of the recent experience that the customer experienced with our company. We contacted the subscriber directly to discuss his service concerns, and gave him our contact information for follow up to the service issues that he brought to light Because a service call
was completed today at his home, we asked the subscriber to let us know if he feels that he isn’t receiving the speed that he expects with the level of service that his subscribes to We also confirmed that one of our Supervisors is searching for the call in question with the agent that he mentioned in his complaint We always appreciate the opportunity to address a customer concern, and we thank you for the opportunity to assist ***/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com:
I sincerely hope that Cox is not trying to deflect blame, by insinuating that this problem would have been resolved if I had returned their phone callsI suppose that would be understandable under these circumstances.The fact is, I did receive a call from a Cox supervisor on 11/18/2014, and I returned his call that day, and reiterated - once again - how long the problem had been occurring, and what specific issues I was having.As of 12/5/2014, On Demand content is still posting late, and is not current per Cox's advertised standards, which state that On Demand content is posted the day after it airs, and is available for days.And the issue has been far from sporadicI would direct Cox's and the Revdex.com's attention to the following hyperlink:***This is one of many posts on the Cox support forums specifically related to the On Demand service, with numerous complaints from consumers about latency issuesThis particular string has responses dated from September 24th, 2014, through 12/5/I would hope this addresses the classification of this issue as "sporadic"It's not.For the past two months plus, the best answer I've received is that Cox is aware of the problem, and is working on itThe most recent response in this specific thread from a Cox support monitor (identified as *** *) reads:"This issue is escalated to the highest levels in the organization and has been for a while."Knowing they are working on it is no longer a satisfactory response for me.I would like an acknowledgement from Cox that this is a known and on-going problem, and provide me and other customers with a hard date as to when the latency issue will be permanently fixed, per their own advertised standards
Regards,
*** ***
We honored the pricing offered with an upfront adjustmentThe customer was charged for a modem and the charges will reverse upon receipt from the customerThe customer will then realize the full billing adjustments given by Cox. 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 ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I have never received any written communication regarding contact information I prefer communications in writing since all phone conversation I have had with Cox have been seriously unsuccessfulThe customer service representatives have been terrible Please refer to all the information I have sent via regular mail in regards to my claim I sent a large packet with the details of my complaint and documentations about a month ago I continue to receive past due notices in the mail even though I specifically called to cancel the service as of December 9, Regards,*** ***
Dear Revdex.com, we received a call this morning, Monday, April 20, @ 9:AM concerning leaks in the ceilings of the living room and bedroom As everyone is well aware, we had a lot of rain Sunday, April 19, The Maintenance Staff went down to investigate the leaks, they went on the
roof and patched the areas that they thought were the problem areas In the meantime we have contacted a roofing company to come out and look at the roof so to get prices to replace For your records, we pulled all work orders that we have concerning the roof issue, we had a work order #*** 12/6/and the issue was taken care of the same day, work order #*** 10/14/and this was taken of the same day I feel that we have tried to take care of the issues as they come up I do not have a time line as yet from the roofer concerning his schedule As soon as I do, I will have the roof replaced and will give you an update.Thank you for your time in this matter and if you have further questions, please do not hesitate to contact me ***.*** ***
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 the poor customer service he received trying to address a returned payment charge. We sincerely regret the
inconvenience that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found he had a credit card on file but since the card number changed the payment declined. Our records reflected this as a returned payment in error and charged him for a returned payment. We contacted our customer to apologize for the poor experience surrounding this and have adjusted the charge.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,*** *** / Office of the General Manager / Cox Communications Executive Offices / ***
We would like to thank the customer for taking the time to file their concerns regarding their Cox Home Security service. 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 Cox Home Security service, we were able to speak with them on 3/17/to address their concernsDuring our conversation with our customer, we explained that while we absolutely understand their frustration regarding the call they made to our support center in February, the contract they agreed to in July of would still be validDue to the inconvenience, we did provide an adjustment to the account and per our customer’s request, processed a closure of their account We are confident that as a result of our conversation with our customer that the issues at hand have been resolvedWe truly hope that in the future our customer reconsiders Cox as an option for their service needs 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 experiencedThank you***Executive ResolutionsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cox called me to schedule services that will result in me being chargedI find it very unethical that I have to pay even more money to fix the services that are already not working correctlyThis issue is of no fault of my own so it is not fair I be punished for an issue on their end
Regards,
*** ***
Revdex.com Case # ***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.We have contacted our customer to address their concerns and are currently working to provide a successful
resolution.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 his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the customer’s concerns with the
connectivity of their Internet services, we have conducted a full research of their account to gain a better understanding of the issues Mr*** presented in his complaintUpon completion of our research, we were unable to find evidence of an Internet service outage for his area in the month of NovemberWe reviewed our database for their Internet equipment and we did not see indication of an Internet connection issueAlso, we researched the account notes and the access log for this account and found the first call made to us advising of issues with his Internet service was on 11/21/14. A member of our Executive Escalations Department spoke with Mr*** on 12/4/where we explained the information we gathered from our research of his accountWe spoke with our customer again on 12/8/and explained to Mr*** that while we do not have sufficient evidence to support an account adjustment for the full month of November, we would be happy to provide an adjustment from 11/21/to 11/30/for his Internet service as a courtesyUnfortunately, Mr*** opted to decline this offerOur customer is aware we have no documentation or evidence of service issues nor any contact from him prior to 11/21/to allow us the opportunity to correct any issues. 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, services, 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 ###-###-####Thank You.***Executive ResolutionsCox Communications
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. We contacted our customer to address his service issues and he does not want us out to his home as he has had
several techs out and still has an issue. We explained that we are unable to identify an issue from our office as the signal looks good. Our customer is still unwilling to allow us access to his home or yard. Cox is willing to work with our customer to resolve the service issues but we are unable to do anything more until we have access to his home or yard at minimum.We apologize for the inconvenience that this is causing our customer and we want him to know that we are deeply committed to being his most trusted provider of communication services. We will consider any information he provides us regarding the issues he is experiencing but at this time we are not able to do much more without access to his home.Sincerely,*** *** / Office of the General Manager / Cox Communications Executive Offices / Arizona
February 3, 2015 Revdex.com complaint *** *** We contacted the customer directly on January after reviewing her comments from your office Because of the information received from the Revdex.com, our Field Leadership followed up and ensured the customer was receiving the service that
she expects, and deserve from us The subscriber has our contact information should she experience any other concerns on this matter. As always, we appreciate the opportunity that the Revdex.com has given us to address and resolve our customer’s concerns Thank you. ***/Cox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I don't accept this response because , they haven't done anything to resolve the fact how rude the person was, nore the credit while I paying for the high speed and didn't get it..I need that to get refunded they can reach me at ***
Regards,*** ***
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.Regarding the customer’s concerns
with their services, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessfulWhile there was not an option to leave a message when we called this number, we have submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing 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 experiencedThank you***Executive 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.The fact that Cox Communications did not even attempt to reach out to me regarding these concerns shows that they really do not care. At this point, I plan on cancelling service with Cox after 10 long years of loyal service. They have really done a poor job of maintaining this partnership and relationship. My box is still not working properly and I am still paying for services that are not being delivered. I am done paying for poor quality service. Regards,[redacted]
July 27, 2016 Revdex.com Complaint #11595035- [redacted] We would like to thank the customer for taking the time to file his concerns regarding an early termination fee. 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 contacted the customer directly to address his concerns. At this time we have resolved the customer’s concern to his satisfaction. 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 ###-###-####. Thank You. Atari Executive Resolutions Cox Communications
April 25, 2017—Revdex.com complaint [redacted]—James [redacted] We were sorry to hear of the difficulty that the customer experienced with his services. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. We assured the customer...
that we will reinstate the former pricing that he had at his former address. The client has our contact information and we will work directly with him to ensure his pricing is corrected. As always, we thank the Revdex.com for bringing an important client’s concerns to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
October 30, 2015Revdex.com complaint # [redacted]We are sorry to hear that the customer is unhappy regarding his billing and services.While we were not able to reach the customer on either of the calls we made to him, we were able to leave him a message and give him our contact information. ...
We also confirmed that the billing was adjusted by our Customer Service Department, and asked the client to call us with further questions.As always, we appreciate the opportunity to assist a customer. [redacted]/ Cox Communications Executive Offices/ Arizona
We appreciate Mr. [redacted] taking the time to respond to this complaint. As mentioned in our previous response, we have provided the appropriate department in our company with the information regarding the complaint submitted. This department will now research Mr. [redacted]'s complaint and will address this complaint with him directly moving forward. We appreciate Mr. [redacted]'s patience and understanding. Thank you. Executive EscalationsCox Communications
Revdex.com Case # [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. The customer informed us that the issue has...
been resolved.
Thank you for your time and consideration.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region