Mega Marts, LLC

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 07/05/and assigned the complaint ID of *** Cox has completed a review of the account and has reached an agreement with our customer to honor the rate as they statedOur review shows that the
bundle package our customer requested is in fact the package being applied to the account and it appears that the quoted rate did not include all the taxes and feesWe have addressed the interaction with the agent who worked with our customer and provided the pricing informationWe apologize for the confusion and look forward to providing exceptional customer experiences going forward Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 04/10/with the assigned Revdex.com complaint ID of ***
We spoke with our former customer on April 18, in response to his complaint concerning a balance in collectionsWe reviewed his case and
informed him that there were two separate accounts in his nameThe recent payment he made was for only one of the accountsWe verified that the balance on the second account is valid and still due
We apologize for the experience our customer had in attempting to contact Cox regarding this matterOur customer has our direct contact information should he have any additional questions related to this matter
Sincerely,
The Executive Customer Resolution Team, NE

I filed a complaint on *** *** ***) regarding a late fee imposed by Cox Communications incorrectlyOn 2/17/I spoke with *** at Cox and was told she would take the late fee off our billTo date, the late fee is still on my billI would like them to remove this late fee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

the recording was not made available to me.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is a shining example of the complete incompetence and lack of communication inside of the COX infrastructureI have spent a average of hours per day on the phone with COX for the last daysI have been lied to, and hung up on whenever someone didn't feel like dealing with our problemI have been exceptionally patient and kind to everyone I have spoken to considering the way we have been treatedA list of exactly why I am unsatisfied with this response are: * *** *** from Tier Support has informed me (yesterday) that the "Tap Extension" was already tried and failedThis was after being told conflicting versions our our status by other support staff on the same dayThe very fact that the person responding to this complaint has no way of knowing what is going on inside their own company clearly shows the unacceptable level of dysfunction on a systematic level at COX CommunicationsEvery time I call I get a different answerToday I was told that a FULL TAP INSTALLATION was now approved and would be weeks until we have service(Still experiencing 4-MBPS after paying for an upgrade to 60MbpsSee attachment) - I have been lied to on a regular basisAt first I though that the problem was just a couple of incompetent employeesAfter 3-1/weeks of dealing with this on a DAILY basis, It is clear to me that the issues are systematic and possibly intentionalI have been told by around different support specialists that they would call me back with updates either within the hour, or by the end of the business dayNONE of these individuals have followed through with the exception of Steve Dionne. - The fact that it has taken 3-1/weeks and countless hours of my time to get COX to send the right people to my facility is also unacceptableThey have sent countless technicians and all of them do the same thingThey say, "You need a direct tap install"Then they claim to call in a work orderThe next day, there is no record of the request and they proceed to send another technician out to do the same thingagainThis happens regardless of all of my efforts to inform the COX representatives of what the situation is and what needs to happenIt is apparent that the modus operandi is to just agree, ignore, and lie. All I know is that COX is only in business because they are a monolith, and that customers have very little choice over their providerIf we treated our customers this way, I guarantee we wouldn't last a week in business. All of this being saidthe only thing that I want, is to have this installation expeditedThe idea that I should have to wait ANOTHER weeks to be able to use my VOIP phones and to not have to wait up to seconds to delete a simple email is unacceptable and infuratingI am loosing thousands of dollars a week because of this incompetenceI need installation dates! I need to know exactly what is being done to resolve this issueThis is a nightmare!
Sincerely,
*** ***

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on February 7, A Cox Executive Customer Resolution Specialist (ECRS) has attempted to contact our customer in regard to their complaint but has been unsuccessful in reaching themWe apologize for the
poor experience that our customer may have encounteredIf they would like to speak to someone at Cox concerning their complaint, they can reach our ECRS at the telephone number that was provided on their voicemailSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 1/27/and assigned the complaint ID of ***As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband
experience for all our customers. Cox also provides the tools customers need to monitor and manage their data usage. For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period. This is an easy way to check your household’s total monthly usageCox will also provide browser alerts when you reach 85% and 100% of your monthly plan and a grace period of two billing cycles when billing begins in your market. Other online tools are also available to help you better understand and estimate your household’s monthly Internet usage, so that you can proactively manage your activityWhile monthly usage allowances are not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in your market.At this time the Terabyte allowance will remain in place, however, Cox continually reviews our products to best meet our customer’s needs; this change in data allowance is no differentOver time we will review this process, taking into consideration not only the available data, but also the opinions of our customersThe Cox website no only has tips on how to monitor and manage household data usage, it will also provide information on changes to current Internet plans when appropriate, and deliver material on new offerings as they become availableRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communications responds to Revdex.com case # *** The Customer Experience team reviewed the customer' account and the charge is valid for the internet usage billed to the accountWe find no issue with the posting of the chargeWe appreciate our
customer' patronage, although their is no errorThank you, The Customer Experience team

Dear Revdex.com:
Cox Communications Customer Experience team responds to Revdex.com case# *** regarding the issue with our former customer's refund delay
First and foremost, we apologize that you experienced this overall delayOriginally, your first name on your account
was incorrect and the reason your refund check was sent out incorrect until you notified us that the first name was wrong. Upon receipt of your information to the Revdex.com, we alerted the team that processes our refunds and your check is now being expeditedThis check should be received in about a week or less. Also, one of our supervisor's reached out to you at the number available and provided their contact number in the event further assistance is needed regarding this matter
Thank you,
The Customer Experience team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 02/20/and assigned the complaint ID of ***We appreciate the feedback our customer has provided in this complaint and would like to take to opportunity to respond to their concernsCox pricing
structures are in line with industry standardsThe rates advertised for multi-product bundles as well as single services are comparable to other providers in the areaOur advertised rates do not include the cost for equipment, taxes, fees, and surcharges related to the products included in the bundleThese prices also do not include additional available features such as DVR service, additional channel packs or Cox Complete Care which would cover certain types of damage to wiring owned by the homeowner and advanced computer diagnostic assistanceWe apologize if our customer’s experience with any of our agents was less than satisfactoryWe encourage our agents to educate and inform our customers of the differences between their services with us and those offered by our competitorsWe appreciate that consumers have choices and believe that through education consumers can make the choice that is best for themThe modem our customer was attempting to procure from Cox is a specific piece of equipment currently for use with a tier of service only available in select areas of our customer’s marketThe *** *** modem is currently reserved for Cox *** customers and as this product is rolled out customers will be able to, at first, lease and perhaps later purchase the *** modems from CoxIf a customer who is not currently in a *** enabled area wishes to use a *** *** modem it can be purchased from a 3rd party retailer Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 7/6/and assigned the complaint ID of *** We reviewed the outbound sales call that was made to our customer on 7/3/2015, for accuracyThe agent who handled the call presented the offer for a
discounted rate for the Preferred internet service to our customer with modem rental and free installationOur customer asked for how long and the agent responded that the rate would be good for one year. After the installation date was set the agent provided a recap of the transaction including scheduled install date, pricing, and length of termOur customer agreed to the terms of the offerWe have discussed this information with our customer who has declined a new new promotional offer that would discount the retail rate of the preferred internet service for year and decided to discontinue services with Cox CommunicationsHe has been made aware that the rental modem must be returned to Cox to avoid any charges Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 01/15/and assigned the complaint ID of ***
We have completed our investigation and determined that the speed issue has been resolved, and that a credit for the difference between the cost of the speed
to which our customer subscribes and the speed he was reporting is warrantedDue to the limited record of calls to Cox for the purpose of reporting or troubleshooting internet issues the credit applied will be prorated
Our resolution is to apply a lump credit equal to months for the rate difference, and apply a promotional discount to lower the MRC for monthsWe have spoken with our customer and advised of this resolution
We apologize for the circumstances that led to this complaint and believe this matter has been addressed to our customer’s satisfaction
Sincerely,
Cox Communications Executive Resolution Team

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.
Sincerely,
[redacted]

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 02/15/2016 and assigned the complaint ID of [redacted]. We have conducted a full investigation of the circumstances described by our customer and have found the following.
The Cox Homelife security system...

originally ordered was the base system that included 2 window/door sensors, 1 motion sensor, a wireless router, and the touchscreen pad required to access the system. When the order was keyed by the agent the only equipment being installed that would have been a part of the lease was the touchscreen pad for 36 months. 9 additional pieces of equipment were purchased by our customer and installed in 4 separate visits. The purchase price of each piece of equipment was included on the monthly statement. Those that were eligible to have the charges spread over 3 months were indicted on the monthly statement as Charge 1, Charge 2, or charge 3 of 3.
The technical issues that have been brought to our attention have been addressed either over the phone or by a technician visit. Any visit that the technician determined the issue was a result of Cox supplied and covered equipment was completed at no cost to our customer. All charges associated with Cox Homelife have been reviewed and have are deemed accurate. The service is still under contract, should our customer decide to discontinue the Cox Homelife services the appropriate Early Termination Fee and charges will be assessed as outlined in the service agreement contract signed and dated 9/27/2015.
Our customer has been provided with direct contact information for the Executive Resolution Specialist assigned to this case that can provide details on our findings.
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal filed with your office for the complaint assigned the ID of [redacted].
Cox Communications is willing to do whatever is within our control to insure all of our customers have a satisfactory service experience. The multiple internet speeds Cox offers can support varying online tasks. If the tasks our customer describes are not able to be performed effectively we would like the opportunity to address this matter with a tech visit so we can determine if there is technical issue, equipment or otherwise, that is contributing to their online experience.  This team can arrange the visit, at no charge to our customer. We will make additional attempts to call our customer and schedule the visit.
 
Sincerely, Cox Communications Executive Resolution Team

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.
Sincerely,
[redacted]

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 03/10/2016 and assigned the complaint ID of [redacted] After speaking with our customer we were able to address their concern over the rate for internet service. Cox is always willing to work with our customers...

to meet their needs both through the services provided and, as best we can financially. The ancillary services provided to our high speed internet customers are often reviewed and updated. We invite our customers to provide us with feedback as to what it is they are looking for so we can consider it for inclusion in future upgrades to our product.
We apologize for the circumstances that led to this complaint and look forward to providing our customer with quality service for the foreseeable future.
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on February 20, 2016 with the assigned Revdex.com complaint ID of [redacted].
We contacted our customer on February 22, 2016 in response to this complaint and we were able to resolve his concern. The unreturned...

equipment was located by our customer in his home and he returned it back to Cox on February 23, 2016. We apologized for any confusion in this matter and will provide an update to the Collection Agency to inform them that the equipment has been returned.
We have provided our customer a direct contact to this department should he have any additional questions regarding this matter. Our customer indicated that he was satisfied with the resolution and had no other concerns at that time.
Sincerely,
Cox Executive Customer Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 04/13/2016 and assigned the complaint ID of [redacted].
A review of the account shows that all cable boxes assigned to our customer’s account for the purpose of replacement have been accounted for and removed...

accordingly. The Monthly Recurring Charges (MRC) associated with the receivers has been adjusted as of 4/16/16. The account now has the correct number of receivers and they are being charged correctly.
Over the past 6 months our customer has received the appropriate credits for their time without service. There have been 7 separate credits applied for service issues.
We apologize for the circumstances that led to this complaint. Our customer has been provided with direct contact information for the Executive Resolution Specialist assigned to this case who can provide details on our findings.
Sincerely,
Cox Communications Executive Resolution Team