We apologize that the customer’s appointment was not originally completed as requestedThe customer requested that a second coaxial outlet be activated so that he could move his TV from one room to the otherSince 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 roomWe note that the customer received a credit for the $installation fee, and received two $credits for the issues with his technician visit We apologize for this inconvenienceAnd we appreciate the customer bringing this matter to our attention Sincerely, Cox Executive Resolutions team
We apologize for the billing errorWe can confirm that the customer purchased a modem in the amount of $($with tax)Between their connection date on April 29, and disconnection date/equipment return on January 19, 2018, the customer was billed $for their modem rentalBelow entail the charges that they were billed: The last payment we received from the customer was on December 8, in the amount of $282.41, and it covered a past due balance and for services used until December 28, 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 $towards their remaining balance of $The prorated balance of $is for services rendered between December 29, and their disconnection date/equipment return on January 19, A refund check in the amount of $will be sent to the customer at the address provide in the complaintWe ask that they please allow up to 2-weeks for delivery We apologize for this inconvenience, and we appreciate the customer bringing this matter to our attention Sincerely, Cox Executive Resolutions team
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
We sincerely apologize to the customer for her experienceWe have determined that two forms of ID are required to move forward with her installationWe apologize that this information was not advised to the customer at the point of saleHowever, 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 cardDue 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
This is in response to the customer’s concerns Generally, credit balances that are $or less are not automatically refunded upon disconnectionWhile 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, We ask that the customer please allow up to business days for him to receive his refund check We apologize for any inconvenience this delay has causedShould the customer have any further questions or concerns, he can contact our Billing department at ###-###-#### Sincerely, Cox’s Executive Resolution team
While we apologize for the inconvenience, we are unable to verify the customer as an authorized userSo 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
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 offersRegarding 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, Even in cases when a contract is in effect, only the non-promotional/retail rate is price protectedFor 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]
Revdex.com Case # [redacted] We sincerely regret any inconvenience that our customer has experienced with our company Upon reviewing the account with our Telephony Support Department, we had verified that the telephone features had been enabled by the userDuring that time we had made a test call which confirmed the features were working properly Due to their limited availability, we attempted to reach our customer via e-mail to confirm if the issues were still occurring since no issues were foundWe also advised in our email that customers may experience errors disabling or enabling the phone features online if the phone service is in use At this time we have not received a response from our customerHowever, we will continue to attempt to reach them to confirm their concerns have been addressed Thank you for your time and consideration Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
This has been addressed with the customerA 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
Cox records indicate that the customer’s web order placed on June 6, and installed on June 14, was inadvertently checkat its full retail rate of We apologize for this errorAccording to order # [redacted] , the customer requested Cox’s $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 $(including taxes) Regarding his pricing concerns, while the receipt of his order estimates his monthly charges at $118.49, as outlined on page of his confirmation order, his estimated pricing does not include equipment fees, applicable taxes, and surchargesOn top of the base price of his $offer, he is being charged $for his [redacted] receiver and approximately $in taxes, fees, and surchargesMoreover, his promotional offer indicates that his “Free Record DVR” discount is for months ($12.99)Consequently, in addition to a $price step-up, it is estimated that his monthly charges will increase to $months 13-of his 24-month agreement While we’re unable to accommodate his request to reflect a monthly rate of “$per month for the first months, and $total per month for the second months,” as a courtesy, we have adjusted his current balance to reflect a balance of $(payment Due By Date August 05, 2017)We ask that he please allow up to hours for this adjustment to post to his accountGoing forward, his total per month charges will reflect $for months, and $for the remaining months of his 24-month agreementFor further information, we ask that he please refer to the receipt of his order that was sent to his email on June 6, Upon request, we are able to resend a copy of his confirmation order via emailOnce again, we apologize for any inconvenience this may have causedAnd we appreciate the customer allowing Cox the opportunity to respond to his concernsSincerely, Cox Executive Resolutions team
Initial Business Response / [redacted] (1000, 12, 2015/06/08) */ Mr and Mrs [redacted] purchased tile from us and some wood flooring 09/17/ Since then, they have called and asked for us to look at some issues with the tile in bathrooms and kitchen Installation warranties are only good for year from purchaseWe have continued to help fix issues for this homeowner despite the fact we are past the year Since the original purchase date of - we have fixed the tile in one bathroom completelyThis one bathroom was the bath that the customer claims had no underlaymentIt DID have underlayment - that the installer had installed - with ringshank nails as the fastener systemSince the house seems to be settling, this floor crackedWe 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 damArrangements were made for the homeowner to contract with an installer of their choosing ( [redacted] - to fix thisTo this date, we were told that the installer and homeowner have not been able to arrange a date to fix thisWhen 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 settledThis 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 chargeCracking of caulk and grout is not unusual and is a maintenance issue for homeowners and is not covered by any warranties by any companyWe 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 of their invoice - however, they did not include page - I can send page 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 reddishOur 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 removedI do not believe these pictures are of any stains made on the part of our installersWe would not be responsible for replacement of any carpet for stainsIf 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 - 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 addressAnd as soon as the homeowner and installer can agree on a date - the shower dam will be fixed as wellWe 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]
We apologize to the customer for his missed appointmentsTo 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
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 cancelI was never told that they will be an early termination fee other wise I will never order service from coxI will never pay a dime to cox because it's their fault Regards, [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 days for all 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 matterCox Executive Escalations Team
We apologize to the customer for his experienceCox’s On-Time Guarantee ensures that our technicians arrive on time for service call appointments or the customer receives a $credit While we’re unable to reimburse the customer for his installation fees, our records confirm that the customer received adjustments totaling $for the inconvenience on October 28, 2016: $for Cox’s On-Time Guarantee and a goodwill credit of $These credits are reflected on his Cox statement dated November 6, 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
Cox’s records indicate as of August 11, 2016, the balance due on the customer’s Cox account was $ The breakdown of these charges are as follows: $for monthly services, and $for late fees charged on June 14, and July 14, The customer is disputing a $step up that occurred after transferring to a new address Price step-ups are standard and generally occur during the second months of the customer’s contractWe 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 $for the difference in his monthly rate caused by the $step up over months The customer declined this offer and the call was inadvertently disconnected The ERS attempted to reach back out to the customer but was unsuccessfulAlthough 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 balanceThe customer will need to ensure the Cox equipment is returned to avoid equipment chargesAs 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 soThe ERS also mailed the customer 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 equipmentThe customer can also return the equipment to his local Cox store during business hours We appreciate the customer allowing Cox the opportunity to respond to his concernsIf he have any further questions, he may contact the ERS at the number left in his voicemail
We appreciate the customer bringing this matter to our attentionOur records indicate that on October 9, the customer spoke to a Cox Sales Supervisor and a mutual solution was reachedDue 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 experienceTo 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 that the customer’s promotional discounts were not properly explainedWhile 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 toThis will complete her contract that will expire in July We appreciate the customer allowing Cox the opportunity to respond to her concerns Sincerely, Cox Executive Resolutions team
Initial Business Response / [redacted] (1000, 14, 2016/03/08) */ Subject: Complaint from [redacted] looked at granite on our lot with one of our salespeopleWhen they got to the New Venetian Gold - she said that she wanted that type of graniteThe salesman and she discussed that the slabs can vary from slab to slab and she said she understood thatShe said this was a flip house and she needed it done ASAPOur 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 quickerThe salesman and Ms [redacted] did NOT agree on a particular slab she looked at in the lotShe was sold and received New Venetian GoldOur installer was able to move her up a couple of days and called her to let her know thatShe was able to let the installer in, however she was not able to stay while they installedSo it was already installed by the time she returned After it was installed - she stated it was not the granite she wantedShe 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 outThere 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 opinionAlso 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 differencesThis made the customer very uncomfortable and at the point she was asked to leaveAt 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 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 and we will not deal with those any further eitherHowever, we do have 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
Cox has also received this complaint from the Federal Communication Commission (FCC) as well A member of Cox's Executive Escalation team has reached out to the customer to assure the customer Cox will address her concerns and will be sending the final response to the FCC Thank you for bringing this matter to our attention, Sincerely Cox's Executive Escalations team
We apologize that the customer’s appointment was not originally completed as requestedThe customer requested that a second coaxial outlet be activated so that he could move his TV from one room to the otherSince 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 roomWe note that the customer received a credit for the $installation fee, and received two $credits for the issues with his technician visit We apologize for this inconvenienceAnd we appreciate the customer bringing this matter to our attention Sincerely, Cox Executive Resolutions team
We apologize for the billing errorWe can confirm that the customer purchased a modem in the amount of $($with tax)Between their connection date on April 29, and disconnection date/equipment return on January 19, 2018, the customer was billed $for their modem rentalBelow entail the charges that they were billed: The last payment we received from the customer was on December 8, in the amount of $282.41, and it covered a past due balance and for services used until December 28, 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 $towards their remaining balance of $The prorated balance of $is for services rendered between December 29, and their disconnection date/equipment return on January 19, A refund check in the amount of $will be sent to the customer at the address provide in the complaintWe ask that they please allow up to 2-weeks for delivery We apologize for this inconvenience, and we appreciate the customer bringing this matter to our attention Sincerely, Cox Executive Resolutions team
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
We sincerely apologize to the customer for her experienceWe have determined that two forms of ID are required to move forward with her installationWe apologize that this information was not advised to the customer at the point of saleHowever, 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 cardDue 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
This is in response to the customer’s concerns Generally, credit balances that are $or less are not automatically refunded upon disconnectionWhile 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, We ask that the customer please allow up to business days for him to receive his refund check We apologize for any inconvenience this delay has causedShould the customer have any further questions or concerns, he can contact our Billing department at ###-###-#### Sincerely, Cox’s Executive Resolution team
While we apologize for the inconvenience, we are unable to verify the customer as an authorized userSo 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
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 offersRegarding 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, Even in cases when a contract is in effect, only the non-promotional/retail rate is price protectedFor 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]
Revdex.com Case # [redacted] We sincerely regret any inconvenience that our customer has experienced with our company Upon reviewing the account with our Telephony Support Department, we had verified that the telephone features had been enabled by the userDuring that time we had made a test call which confirmed the features were working properly Due to their limited availability, we attempted to reach our customer via e-mail to confirm if the issues were still occurring since no issues were foundWe also advised in our email that customers may experience errors disabling or enabling the phone features online if the phone service is in use At this time we have not received a response from our customerHowever, we will continue to attempt to reach them to confirm their concerns have been addressed Thank you for your time and consideration Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
This has been addressed with the customerA 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
Cox records indicate that the customer’s web order placed on June 6, and installed on June 14, was inadvertently checkat its full retail rate of We apologize for this errorAccording to order # [redacted] , the customer requested Cox’s $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 $(including taxes) Regarding his pricing concerns, while the receipt of his order estimates his monthly charges at $118.49, as outlined on page of his confirmation order, his estimated pricing does not include equipment fees, applicable taxes, and surchargesOn top of the base price of his $offer, he is being charged $for his [redacted] receiver and approximately $in taxes, fees, and surchargesMoreover, his promotional offer indicates that his “Free Record DVR” discount is for months ($12.99)Consequently, in addition to a $price step-up, it is estimated that his monthly charges will increase to $months 13-of his 24-month agreement While we’re unable to accommodate his request to reflect a monthly rate of “$per month for the first months, and $total per month for the second months,” as a courtesy, we have adjusted his current balance to reflect a balance of $(payment Due By Date August 05, 2017)We ask that he please allow up to hours for this adjustment to post to his accountGoing forward, his total per month charges will reflect $for months, and $for the remaining months of his 24-month agreementFor further information, we ask that he please refer to the receipt of his order that was sent to his email on June 6, Upon request, we are able to resend a copy of his confirmation order via emailOnce again, we apologize for any inconvenience this may have causedAnd we appreciate the customer allowing Cox the opportunity to respond to his concernsSincerely, Cox Executive Resolutions team
Initial Business Response / [redacted] (1000, 12, 2015/06/08) */ Mr and Mrs [redacted] purchased tile from us and some wood flooring 09/17/ Since then, they have called and asked for us to look at some issues with the tile in bathrooms and kitchen Installation warranties are only good for year from purchaseWe have continued to help fix issues for this homeowner despite the fact we are past the year Since the original purchase date of - we have fixed the tile in one bathroom completelyThis one bathroom was the bath that the customer claims had no underlaymentIt DID have underlayment - that the installer had installed - with ringshank nails as the fastener systemSince the house seems to be settling, this floor crackedWe 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 damArrangements were made for the homeowner to contract with an installer of their choosing ( [redacted] - to fix thisTo this date, we were told that the installer and homeowner have not been able to arrange a date to fix thisWhen 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 settledThis 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 chargeCracking of caulk and grout is not unusual and is a maintenance issue for homeowners and is not covered by any warranties by any companyWe 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 of their invoice - however, they did not include page - I can send page 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 reddishOur 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 removedI do not believe these pictures are of any stains made on the part of our installersWe would not be responsible for replacement of any carpet for stainsIf 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 - 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 addressAnd as soon as the homeowner and installer can agree on a date - the shower dam will be fixed as wellWe 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]
We apologize to the customer for his missed appointmentsTo 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
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 cancelI was never told that they will be an early termination fee other wise I will never order service from coxI will never pay a dime to cox because it's their fault Regards, [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 days for all 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 matterCox Executive Escalations Team
We apologize to the customer for his experienceCox’s On-Time Guarantee ensures that our technicians arrive on time for service call appointments or the customer receives a $credit While we’re unable to reimburse the customer for his installation fees, our records confirm that the customer received adjustments totaling $for the inconvenience on October 28, 2016: $for Cox’s On-Time Guarantee and a goodwill credit of $These credits are reflected on his Cox statement dated November 6, 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
Cox’s records indicate as of August 11, 2016, the balance due on the customer’s Cox account was $ The breakdown of these charges are as follows: $for monthly services, and $for late fees charged on June 14, and July 14, The customer is disputing a $step up that occurred after transferring to a new address Price step-ups are standard and generally occur during the second months of the customer’s contractWe 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 $for the difference in his monthly rate caused by the $step up over months The customer declined this offer and the call was inadvertently disconnected The ERS attempted to reach back out to the customer but was unsuccessfulAlthough 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 balanceThe customer will need to ensure the Cox equipment is returned to avoid equipment chargesAs 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 soThe ERS also mailed the customer 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 equipmentThe customer can also return the equipment to his local Cox store during business hours We appreciate the customer allowing Cox the opportunity to respond to his concernsIf he have any further questions, he may contact the ERS at the number left in his voicemail
We appreciate the customer bringing this matter to our attentionOur records indicate that on October 9, the customer spoke to a Cox Sales Supervisor and a mutual solution was reachedDue 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 experienceTo 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 that the customer’s promotional discounts were not properly explainedWhile 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 toThis will complete her contract that will expire in July We appreciate the customer allowing Cox the opportunity to respond to her concerns Sincerely, Cox Executive Resolutions team
Initial Business Response / [redacted] (1000, 14, 2016/03/08) */ Subject: Complaint from [redacted] looked at granite on our lot with one of our salespeopleWhen they got to the New Venetian Gold - she said that she wanted that type of graniteThe salesman and she discussed that the slabs can vary from slab to slab and she said she understood thatShe said this was a flip house and she needed it done ASAPOur 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 quickerThe salesman and Ms [redacted] did NOT agree on a particular slab she looked at in the lotShe was sold and received New Venetian GoldOur installer was able to move her up a couple of days and called her to let her know thatShe was able to let the installer in, however she was not able to stay while they installedSo it was already installed by the time she returned After it was installed - she stated it was not the granite she wantedShe 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 outThere 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 opinionAlso 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 differencesThis made the customer very uncomfortable and at the point she was asked to leaveAt 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 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 and we will not deal with those any further eitherHowever, we do have 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
Cox has also received this complaint from the Federal Communication Commission (FCC) as well A member of Cox's Executive Escalation team has reached out to the customer to assure the customer Cox will address her concerns and will be sending the final response to the FCC Thank you for bringing this matter to our attention, Sincerely Cox's Executive Escalations team