Foss Motor Co. Inc.

Cox records indicate that the customer’s web order placed on June 6, 2017 and installed on June 14, 2017 was inadvertently checked-in at its full retail rate of 271.13. We apologize for this error. According to order # [redacted], the customer requested Cox’s $109.99 two-product bundle ([redacted] TV and...

Internet [redacted]). On July 27, 2017, the correct discounts were added to his account to reflect a monthly rate of $140.38 (including taxes).  Regarding his pricing concerns, while the receipt of his order estimates his monthly charges at $118.49, as outlined on page 2 of his confirmation order, his estimated pricing does not include equipment fees, applicable taxes, and surcharges. On top of the base price of his $109.99 offer, he is being charged $8.50 for his [redacted] receiver and approximately $21.89 in taxes, fees, and surcharges. Moreover, his promotional offer indicates that his “Free Record 2 DVR” discount is for 12 months ($12.99). Consequently, in addition to a $20 price step-up, it is estimated that his monthly charges will increase to $174.43 months 13-24 of his 24-month agreement.  While we’re unable to accommodate his request to reflect a monthly rate of “$122 per month for the first 12 months, and $149 total per month for the second 12 months,” as a courtesy, we have adjusted his current balance to reflect a balance of $122.00 (payment Due By Date August 05, 2017). We ask that he please allow up to 72 hours for this adjustment to post to his account. Going forward, his total per month charges will reflect $140.38 for 12 months, and $174.43 for the remaining 12 months of his 24-month agreement. For further information, we ask that he please refer to the receipt of his order that was sent to his email on June 6, 2017. Upon request, we are able to resend a copy of his confirmation order via email. Once again, we apologize for any inconvenience this may have caused. And we appreciate the customer allowing Cox the opportunity to respond to his concerns. Sincerely, Cox Executive Resolutions team

[redacted]
 [redacted]
I am rejecting this response because: The business and the billing practices of Cox are illegal, unethical and fraudulent. The deal given to me on 5/18/17 over the phone is valid until 5/18/18. Cox Representative I spoke to was Mr. B[redacted] If they failed to record the deal it was their fault.  They never advised me on any type of waiver from the one year promotion deal offered on 5/18/17. The irregularities in their billing was brought to their attention on time. Cox's billing dept has been cheating and deceiving customers like me. It seems cox was manipulating the billing and sales records from 2011. They gave me an outdated modem during that time and overcharged me for many years. The representative Mr. J[redacted] recognized their billing errors and the failure to supply the proper modem on 8/17/15 after several years.  I was told that that, they are receiving many complaints. The billing problem was due to the contract given to 3 different companies. Cox told me to return the modem. I was asked to buy the Modem and router combination device. The speed was always low. Wifi Net work speed was altered frequently in this device as of today to 2.5 - 5.0 though they offered 10-15-25 and 50 Mbps. The price was was increased without any prior notice. Mr. Michael S[redacted], cox representative at [redacted]    [redacted]  told me that the billing errors were corrected in their system. When I called, there was no adjustment made or notes entered into their system. They are very unreliable.The cox TV starter Mini box model [redacted]. The TV signals was not receiving properly by this box for many months. This leads to repeated manual disconnection and connection of the cox cable to get even the regular channels.  It costs me a lot of time and I earnestly requesting Revdex.com to get into the details of their business practices. I did not owe any balance to cox as of the 1/20/18.  I have decided not to have business with them after 5/18/18. 
Regards,
[redacted]

A member of Cox's Executive Escalations team contacted the customer and confirmed that the Cox technician replaced the cable box on January 16, 2018.  Cox also received an FCC complaint and Cox will address all other concerns mentioned in this complaint in the FCC response.  We apologize...

for the inconvenience this matter has caused our customer and appreciate the opportunity to address their concerns.  Thank you - Cox Executive Escalations team

On January 16, 2018, a member of the Cox Executive Resolutions team, contacted the customer to address her complaint. It was explained to the customer that her former rate of $77.68 included discounts between October 2016 and October 2017 and May 2017 and May 2018. As a result of her October 2016...

expiring as scheduled in October 2017, her promotional rate increased to $108.57. Her remaining discount, which is subject rate increases, will expire in May 2018. After which, her monthly rate will return to its regular price.     The customer indicated that she will continue to pay $77.68 for future Bill statements. Because this will result in a carried over balance, she was informed that she will be responsible for any remaining balances and late payment fees. The customer then requested to end the call, and there was no opportunity to address her service related issues.   We apologize that we were unable to reach a mutual solution with the customer. Should the customer still require assistance with her Cox services, we ask that she please contact our Technical Support team at [redacted]   Sincerely,   Cox Executive Resolutions team

Initial Business Response /* (1000, 14, 2016/03/08) */
Subject: Complaint from [redacted] looked at granite on our lot with one of our salespeople. When they got to the New Venetian Gold - she said that she wanted that type of granite. The salesman and she discussed that the...

slabs can vary from slab to slab and she said she understood that. She said this was a flip house and she needed it done ASAP. Our installer would have had to come get a slab of New Venetian Gold which would have caused a longer waiting period on getting it installed - or we could use a slab of New Vegetation gold he had in stock and get it installed quicker. The salesman and Ms. [redacted] did NOT agree on a particular slab she looked at in the lot. She was sold and received New Venetian Gold. Our installer was able to move her up a couple of days and called her to let her know that. She was able to let the installer in, however she was not able to stay while they installed. So it was already installed by the time she returned.
After it was installed - she stated it was not the granite she wanted. She and her husband discussed with the salesman over the phone - the discussion he had with her that the color could vary from slab to slab and we had installed New Venetian Gold - which is what she picked out. There was never any discussion of her wanting the particular slab she saw in the lot and only that one!
Furthermore, when she did come into the showroom to discuss this further, she was loud and belligerent and kept shoving her cell phone in front of one of our customer's faces trying to show her pictures of her granite and wanting that customer's opinion. Also the picture she has on her phone is of the slab in the lot in full sunlight - superimposed against her cabinets in household light - they will NEVER look the same in those light differences. This made the customer very uncomfortable and at the point she was asked to leave. At no time was she ever touched by any of our salespeople and certainly never chest bumped!
One of the customers in the showroom at the time of her belligerent attack is an attorney and is willing to write a statement to the false accusations that Ms. [redacted] put in her statement.
We will not refund her money or deal any further with this situation because she DID get the same granite type she picked out and paid for.
All other accusations she made about how she was treated in our store are false and we will not deal with those any further either. However, we do have 2 eye witnesses that were in the store that would be willing to write up a statement of how she acted and what she said to our staff - if you should need their statements.
[redacted]
VP
Joplin Floor Designs
(XXX) XXX-XXXX
(XXX) XXX-XXXX

Initial Business Response /* (1000, 12, 2015/06/08) */
Mr and Mrs. [redacted] purchased tile from us and some wood flooring 09/17/2013
Since then, they have called and asked for us to look at some issues with the tile in 2 bathrooms and kitchen.
Installation warranties are only good for 1 year...

from purchase. We have continued to help fix issues for this homeowner despite the fact we are past the 1 year.
Since the original purchase date of 2013 - we have fixed the tile in one bathroom completely. This one bathroom was the bath that the customer claims had no underlayment. It DID have underlayment - that the installer had installed - with ringshank nails as the fastener system. Since the house seems to be settling, this floor cracked. We replaced it with another floor including additional support for the underlayment to assist the floor with any additional movement.
The 2nd bathroom has additional cracking of the grout on the shower dam. Arrangements were made for the homeowner to contract with an installer of their choosing ([redacted] - to fix this. To this date, we were told that the installer and homeowner have not been able to arrange a date to fix this. When they make their arrangements - materials are available here, at no charge, to get this fixed for them.
We also repaired and recaulked tile trim in the kitchen - even though the issue with this trim tile is with the settling of the house - in our opinion - since it occurred around the base of the tile where the floor settled. This would NOT have been an issue caused by any installer or failure of products - but settling of their home and we fixed it for them for no charge. Cracking of caulk and grout is not unusual and is a maintenance issue for homeowners and is not covered by any warranties by any company. We also do not seal grout for customers on a reoccuring basis - as this is a maintenance issue too.
Shower door - there was a mistake made on the shower door being ordered as a rain finish rather than a clear finish - the rain finish is actually a more expensive door - the homeowner was given a [redacted] allowance to keep the door - it is reflected in page 2 of their invoice - however, they did not include page 2 - I can send page 2 to you if you need it.
Carpet stains - I am not sure what is on the carpet - that the homeowners have supplied pictures of - she states that pictures off the walls were placed on the floor and left black gummy stuff - it appears these stains are reddish. Our installer says that he does think he tracked some dirt onto the carpet and the homeowner was given free carpet cleaner to use and the stains were removed. I do not believe these pictures are of any stains made on the part of our installers. We would not be responsible for replacement of any carpet for stains. If the customer decided to replace carpet with wood, that would be up to them, it has nothing to do with us.
Receipts for hotel charges - these are from 2013 - if the homeowners choose to stay in a hotel while we worked in their home, that is up to them.
We feel that we have fixed the issues that we needed to address. And as soon as the homeowner and installer can agree on a date - the shower dam will be fixed as well. We feel this issue is resolved as soon as the shower dam is fixed.
We have fixed issues with the kitchen tile that weren't really ours to fix, completed work on bathrooms in order to make the customer happy.
No additional work will be done and no reimbursement will be forthcoming.
Thank you,
[redacted]

I am attaching a letter written by one of our salespeople that worked with Mrs. [redacted].  It addresses that we have looked at the floor more than once and have told her we feel it is a moisture problem in her home causing the buckling.    Also, she was given 2 estimates totaling...

$6812.62 – she was only charged $6800.00 total on two invoices for the materials and labor.    If you should have any additional questions, please let me know.   [redacted] VP