Foss Motor Co. Inc.

This has been addressed with the customer. A member of Cox's Executive Escalations team contacted the customer and apologized for the way the Cox Representative responded to his concern.  The Resolution Specialist applied a courtesy credit for the late fee and coaching...

feedback has been sent regarding the poor customer experience with the Cox Representative.  Thank you for allowing Cox the opportunity to address our customer's concern.  Sincerely, Cox Executive Escalation Team

A member of the Executive Resolution team spoke with the customer on December 4, 2015 and apologized for the bad experience and for the mis information regarding the refund. Due to the miscommunication as a courtesy the Executive Resolution Specialist credited the customer for 2 months of internet...

service to cover the difference missing from the refund. The customer confirmed that the refund check was received and they were satisfied with the goodwill credit. Thank you allowing us the opportunity to address the customer’s concern. Executive Resolution Team

In accordance with the customer's request, we have applied a $100 credit to his account. We apologize that this was not addressed sooner.
While we regret losing a valued subscriber, it is our hope that we will be able to service the customer again in the near future.
Sincerely,
Cox’s...

Executive Resolution team

A member of Cox’s Executive Resolutions team spoke with the customer on May 30, 2017 in order to address her concerns.   Our records reflect that the customer paid $89.99 to purchase a modem on August 7, 2015. The agent she was working with provided her with the wrong modem and the customer...

installed a phone modem instead that was still Cox’s property. Since the customer paid for a modem and we provided her with the wrong piece of equipment, we have issued a credit of $122.00 for the unreturned equipment charge she incurred when disconnecting her account. We have also requested to process the $17.00 refund and ask that the customer allow up to 4 weeks to receive the refund by mail.   We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concerns.   Sincerely, Cox’s Executive Resolution Team

In response to the customer’s additional concerns, excluding the monthly modem rental fee that the customer was already refunded, we have verified that the customer was billed correctly under the $89.99 Cox bundle offer. Consequently, we’re unable to refund the additional $180 that the customer is requesting.   According to our records, the only other charges that the customer was billed was applicable taxes, fees, and surcharges. Like all other carriers in the industry, Cox services are assessed federal, state, and local taxes and fees. For further information, please refer to the following link: https://www.cox.com/residential/support/taxes-fees-and-surcharges-for-cox-servic...⇄   Excluding the above-mentioned fees, below is a summary of the services the customer was billed between their connection date on April 29, 2017 and disconnection date/equipment return on January 19, 2018 of which the customer received a monthly recurring discount of $52.98.   Total TV:  $77.99   Total Internet: $29.99   Total Telephone Service: $34.99   $142.97 - $52.98 (Promotional discount) = $89.99   Should the customer have any further questions about the information above, we ask that they please contact our Billing team at ###-###-####.

I would like to see a one time courtesy credit or other incentive to my bill to compensate the capped bandwidth I was receiving while paying for the full premier Internet services for the past two years.

On January 30, 2017, Cox received the duplicate complaint that the customer filed with Fairfax County Consumer Affairs as it pertains to his billing dispute. Since then, we have attempted to contact the customer on several occasions. While the customer has returned one of our phone calls and left a...

message for one of our Executive Specialists, as of this writing, we have not been able to speak to him directly.   We ask that the customer please contact the Executive Specialist at the phone number provided to him to further discuss the resolution of his complaint. Once we’re able to speak to the customer, we will respond directly to Fairfax County with the resolution provided.   We apologize for this inconvenience, and we look forward to promptly resolving his concerns.   Sincerely,   Cox Executive Resolutions team

A member of Cox’s Executive Resolution Team has contacted the customer in reference to his concern and we apologize for the difficulty the customer experienced trying to identify the service issue.   We were able to have an Outside Maintenance Technician investigate the service outage at his...

address.  The technician identified a failing receiver at the node, and multiple failing passive devices. Once these issues were resolved, the Resolution Specialist confirmed with the customer that he was still experiencing a service issue. The customer agreed to a Service Call at his home which resolved the remaining issues. The customer was given a credit for the time without service.   We apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to his concerns.   Sincerely,   Cox’s Executive Resolution Team

We apologize to the customer for her experience. According to our records, the duplicate payment in question was deleted on January 19, 2018. If the customer’s bank still shows that this payment drafted from her account, we ask that she please provide bank documentation that shows a financial...

transaction took place moving money from her bank to ours and submit this information to [redacted]. The account number, her name, and service address should be in the body of the email. Please allow up to three business days for a response. Sincerely,Cox Executive Resolutions team

This is in response to the customer’s concerns.
Generally, credit balances that are $5.00 or less are not automatically refunded upon disconnection. While the standard timeframe for refunds is four to six weeks, we have sent this to our Vendor for a manual refund to be processed on April 08,...

2016. We ask that the customer please allow up to 10 business days for him to receive his refund check.
We apologize for any inconvenience this delay has caused. Should the customer have any further questions or concerns, he can contact our Billing department at ###-###-####.
Sincerely,
Cox’s Executive Resolution team

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
[redacted]
[redacted]

[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 is satisfactory to me. 
Regards,
[redacted]

[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 is satisfactory to me. 
Regards,
[redacted]

[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 is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Cox Communications of Northern Virginia, Re: Revdex.com Complaint#: [redacted] 1.      As explained in the Cox response, the call with the Cox Corporate representative was also dropped. Cox seriously needs to fix this problem with dropped calls, it only infuriates customers. Many times as I was attempting to resolve problems with the Cox service, the phone call with Technical Support or Billing Support was disconnected, this problem is very frustrating because then I have to call back in, re-enter the verification information, wait AGAIN to be connected to a DIFFERENT representative, explain the whole situation ALL OVER AGAIN, get transferred to the appropriate department AGAIN, and explain the entire problem to another DIFFERENT REPRESENTATIVE, AGAIN. One of the most frustrating things about Cox Communications is the amount of time it takes to resolve a simple issue, which is compounded by problems like constantly disconnected calls. 2.      As indicated in the original complaint, Cox Communications of Northern Virginia has many problems with their “automated systems”, after working with Cox Corporate to credit the charges for all the problems experienced with the account and setting the balance to $0.00 as agreed, the Cox “automated systems” again charged $20.00 for the technician to come pick up the equipment, so I had to call back in to get the charge removed. 3.      I hope Cox will spend more money on updating their infrastructure to support the services that are offered, and spend less money on automating their billing processes.

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The response made by the Cox Communication was very prompt too.Thanks for your help!
[redacted]
[redacted]

A member of Cox's Executive Escalation's team attempted to reach the customer to discuss their concerns and has not been successful in doing so.  The Executive Resolution Specialist researched the matter and was able to confirm that due to a Cox error the customer's install work order was...

completed in error and the customer never received the equipment.  The equipment has been  removed from the account in question and the customer now has a zero balance.  A request has been submitted to have this removed from the collections report and we ask that you allow up to 60 days for all 3 major credit bureaus to be updated.  We sincerely apologize for the inconvenience this has caused.  If the customer has any further concerns, the Resolution Specialist has left their contact information.  Thank you for allowing Cox the opportunity to address this matter. Cox Executive Escalations Team

A member of the Cox Executive Resolutions team contacted the customer to address her concerns. When TV and Phone were added to the customer’s account in May 2016, it was not clarified that her Internet promotion from August 2015 was set to expire in August 2016. As a result, her monthly rate...

increased from $74 to $85. Due to the inconvenience, we have renewed her Internet promotion for an additional 12 months. Her new monthly rate is $68.17. (Cox’s promotional pricing excludes taxes and rate increases.) We appreciate the customer’s acceptance of this offer. This will complete her original 12 month offering, which will expire in April/May 2017. At which time, her monthly rate for her TV and Phone services will return to its regular price, while her Internet discount will end in September/October 2017.
The customer has agreed to pay her remaining balance of $136.34, due by 10/21/2016. We apologize for any confusion this may have caused. Should the customer have any further questions about this particular matter, we ask that she please contact our Billing team directly at ###-###-####.
Sincerely,
Cox Executive Resolutions team

We apologize that the customer’s appointment was not originally completed as requested. The customer requested that a second coaxial outlet be activated so that he could move his TV from one room to the other. Since we began delivering our cable service over a digital signal, the only coaxial...

outlets that are activated during the installation are the outlets that will have a cable box connected.  We can confirm that on April 22, 2017, a second Cox technician was dispatched to the customer’s home, and the second coaxial outlet was activated so he could move his TV from room to room. We note that the customer received a credit for the $75 installation fee, and received two $20 credits for the issues with his technician visit.   We apologize for this inconvenience. And we appreciate the customer bringing this matter to our attention.   Sincerely,   Cox Executive Resolutions team

We apologize to the customer for his experience. Cox’s On-Time Guarantee ensures that our technicians arrive on time for service call appointments or the customer receives a $20 credit.   While we’re unable to reimburse the customer for his installation fees, our records confirm that the...

customer received adjustments totaling $50 for the inconvenience on October 28, 2016: $20 for Cox’s On-Time Guarantee and a goodwill credit of $30. These credits are reflected on his Cox statement dated November 6, 2016.   Should the customer have any further questions about this matter, we ask that he please contact our Billing team at ###-###-####.   Sincerely,   Cox Executive Resolutions team