Foss Motor Co. Inc.

[redacted]  [redacted]
[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. 
Regards,
[redacted]

In response to the customer’s concerns, we have verified on several occasions that the customer was advised of both the start and end dates for each of her promotional offers. Regarding her allegations of Cox not honoring the terms of her contract, according to our records, the customer has not had a contract since her date of connection on June 29, 2011.  Even in cases when a contract is in effect, only the non-promotional/retail rate is price protected. For all customers with promotional offers, when the promotional period ends, the monthly rate will correctly revert to the non-promotional/retail rate because promotions are intended to be temporary.    We apologize we were unable to reach a mutual agreement with the customer.  Should she have any questions about the information above, we ask that she please contact our Cox Support team at [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The response from Cox Executive Resolutions team is not accurate. For the record, I received three missed calls from Kevin, who identified himself as an "Executive Resolution Specialist," on August 28 at 12:57 p.m., on August 28 at 5:50 p.m. and on August 29 at 12:34 p.m. He left messages for me on those dates and times. My phone records show his caller ID number as ###-###-#### but during the messages he instructed me to call him back at ###-###-####. I was unable to call him back until August 31. I called ###-###-#### on August 31 at 2:47 p.m. and I left a message for Kevin to return my call. My phone records show that Kevin called me back on August 31 at 3:14 p.m. from phone number ###-###-####. My caller ID shows that his number is a Virginia Beach, Va., phone number. We spoke for 11 minutes. Kevin provided me with an offer to settle my dispute and I agreed. I don't understand why he is now claiming that I have not returned his phone calls. He is clearly mistaken.
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]

While we apologize for the inconvenience, we are unable to verify the customer as an authorized user. So that we can further discuss the account in question, we ask that the primary account holder (PAH) add the customer as an authorized user to their account and/or have the PAH contact our...

Customer Support team at [redacted]   Sincerely,   Cox’s Executive Resolution team

Complaint: [redacted]
I am rejecting this response because:
Cox  are not telling the truth I cancel the service with in the a week, but the representative never cancel. I was never told that they will be  an early termination fee other wise I will never order service from cox. I will never pay a dime to cox because it's their fault.
Regards,
[redacted]

Cox’s records indicate as of August 11, 2016, the balance due on the customer’s Cox account was $284.73.  The breakdown of these charges are as follows: $265.33 for monthly services, and $19.40 for late fees charged on June 14, 2016 and July 14, 2016.  The customer is disputing a $30 step...

up that occurred after transferring to a new address.  Price step-ups are standard and generally occur during the second 12 months of the customer’s contract. We apologize that the customer’s promotion was not better explained by the representative with whom he communicated and coaching has been provided to the initial sales agent.     On August 11, 2016, a member of Cox’s Executive Resolution team, discussed the account balance with the customer.  The Executive Resolution Specialist (ERS) offered to waive the Early Termination Fee (ETF) and credit the customer’s account $150 for the difference in his monthly rate caused by the $30 step up over 5 months.  The customer declined this offer and the call was inadvertently disconnected.   The ERS attempted to reach back out to the customer but was unsuccessful. Although the remaining charges on the account are accurate, as a courtesy, the ERS applied an additional credit of $134.73, in order to waive the remaining balance. The customer will need to ensure the Cox equipment is returned to avoid equipment charges. As requested, the ERS scheduled a technician visit to pick up the equipment, but since the call was disconnected, he was unable to verify the best time to do so. The ERS also mailed the customer 4 return boxes so that if the technician could not come during a convenient time for him, he could mail the boxes back.  We ask that he keep record of the tracking number in the event he mails the equipment back, and asks for a receipt if the technician picks up the equipment. The customer can also return the equipment to his local Cox store during normal business hours.   We appreciate the customer allowing Cox the opportunity to respond to his concerns. If he have any further questions, he may contact the ERS at the number left in his voicemail.

On February 3, 2017 a member of the Executive Resolution team contacted the customer. It was explained that the Collections balance of $131.84 was due to an unreturned modem that we had incorrectly identified as Cox property.  Since we verified that the modem should not have been charged to...

the customer, the equipment has been removed from his account. Notice has been sent to the Collections Agency for the Credit Report to be updated as Cox Error. We ask that the customer please allow up to 90 days for the Credit Bureaus to be updated.   We appreciate the opportunity to address his concerns and in the event he has any further questions, he may reach out to the Executive Resolution Specialist at the number provided to him.   Sincerely,   Cox’s Executive Resolution team

We appreciate the customer bringing this matter to our attention. Our records indicate that on October 9, 2017 the customer spoke to a Cox Sales Supervisor and a mutual solution was reached. Due to the price misquote, the customer agreed to an upfront credit to offset the price difference for one...

year.   We apologize to the customer for his experience. To avoid a similar event from occurring in the future, we have provided coaching feedback to the Cox representative involved, as well as their team leaders.   Sincerely,   Cox Executive Resolutions team

We apologize for the difficulty that the customer experienced in the return of her equipment. Besides returning the equipment at a Cox retail location, our customers can use the return drop shipment method or have a technician pick up their Cox equipment.  We apologize if those options were not...

extended to the customer.
 
We are always looking for feedback to further enhance the customer experience, and we will therefore learn from the customer’s previous interaction and improve upon our practices going forward.
 
Once again, we apologize for the inconvenience. And it is our hope we will be able to service the customer in the near future.
 
Sincerely,
 
Cox’s Executive Resolution team

We apologize that the customer’s promotional discounts were not properly explained. While price step-ups are standard within a 24-month agreement, in accordance with her request, we have adjusted her account to reflect the monthly rate that she originally agreed to. This will complete her contract...

that will expire in July 2018.
We appreciate the customer allowing Cox the opportunity to respond to her concerns.
Sincerely,
Cox Executive Resolutions team

Hello, I am not sure what 20 dollars you are referring to, I appogize. They credited me 20 dollars for missing their appointment window and have yet to come and make the change.

Hello,
 
A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint. 
 
We apologize for not being able to reach the customer, but look forward to being able...

to resolve their concern. If she is still in need of assistance, she can contact us at the telephone number provided by the Executive Resolution Specialist.
 
Sincerely,
Cox’s Executive Resolution Team

Cox has communicated with me and we are working through issues.
Regards,
[redacted]

We apologize for the billing error. We can confirm that the customer purchased a Wi-Fi modem in the amount of $149.99 ($158.99 with tax). Between their connection date on April 29, 2017 and disconnection date/equipment return on January 19, 2018, the customer was billed $84.18 for their Wi-Fi modem...

rental. Below entail the charges that they were billed:     The last payment we received from the customer was on December 8, 2017 in the amount of $282.41, and it covered a past due balance and for services used until December 28, 2017. While we have a 30-day return policy for equipment purchases, because the customer returned their purchased equipment and has agreed to pay the monthly modem rental instead, as a courtesy, we have applied the refund credit of $158.99 towards their remaining balance of $82.07. The prorated balance of $82.07 is for services rendered between December 29, 2017 and their disconnection date/equipment return on January 19, 2018. A refund check in the amount of $76.92 will be sent to the customer at the address provide in the complaint. We ask that they please allow up to 2-3 weeks for delivery.   We apologize for this inconvenience, and we appreciate the customer bringing this matter to our attention.   Sincerely,   Cox Executive Resolutions team

[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]

We sincerely apologize to the customer for her experience. We have determined that two forms of ID are required to move forward with her installation. We apologize that this information was not advised to the customer at the point of sale. However, we have provided coaching feedback to avoid a...

similar event from occurring in the future.   The customer has agreed to go into a Cox retail location to present two forms of ID and to repay the prepayment amount that was refunded back to her credit card. Due to her inconvenience and in line with Cox’s on-time guarantee, following the installation of her Cox services, a goodwill adjustment will be applied to her account.   Should the customer have any further questions about the information above, we ask that she please contact our Customer Support team at [redacted]
* Sincerely,   Cox Executive Resolutions team

We apologize to the customer for his missed appointments. To prevent a similar event from occurring in the future, we have provided coaching feedback to the field technicians involved, as well as, their team leaders.   On December 09, 2016, Cox was able to resolve the customer’s service...

issues to his satisfaction without cancelling his agreement with Cox.   Once again, we apologize for his experience, and we appreciate him allowing Cox the opportunity to respond to his concerns.   Sincerely,   Cox Executive Resolutions team

On October 17, 2017, a member of the Cox Executive Resolutions team contacted the customer to address her concerns as outlined in the complaint. The customer confirmed with the Resolution Specialist that the matter was already resolved.   We apologize for this inconvenience. And we appreciate...

the customer allowing Cox the opportunity to respond to her concerns.   Sincerely,   Cox Executive Resolutions team

On October 27th, 2015, we notified our customer that the issues had been identified and corrected within the software. On November 4th, 2015, the customer confirmed that the issues they had experienced are no longer occurring. We are confident that we have come to a successful resolution. However, the customer is more than welcome to contact us again directly for any further assistance regarding this matter if needed.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region