Mega Marts, LLC

This was the communication I was sent:This was just approved by finance and Construction has begun the build process. We have put this on the fast track and will do our best to complete this ASAPOur field construction has received approval for an expedite for the build -- I have asked for a date the construction will take place so I can give you the dates you requested. We will follow up with you when this is provided.

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case #[redacted] Our team assisted our customer by providing a manual discount toward her account monthly reoccurring rate for a period of 12 months. This is to assist in the customer's concerns with...

respect to the campaign offer. The customer accepted this as a resolution and does have our department contact information for any issues with regarding to the posting of this adjustment. Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on March 26, 2017 with the assigned Revdex.com complaint ID of [redacted] We apologize for the error that occurred concerning their quoted rate and their experience attempting to have their matter addressed.  We made...

contact with our customer on March 28, 2017 in response to this complaint and we were able to make the necessary adjustments to their account and monthly rate to resolve their concern. We provided them with direct contact information should they have additional questions regarding this matter. Our customer indicated that they were satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Complaint: [redacted]
I am rejecting this response because: It was Sunday at 7:30A.M. and I had to wait for the TV guide to download and the pinwheel never stopped spinning the whole time and other examples may be to wait to copy a form or to print a form, etc. I sometimes look up at my page when I'm writing and not all the letters have caught up yet to complete the word and then they start popping up.
It's a question of useable speed, which is not consistent. There are other days it's  better. They're answer to the problem is to check with tech support to make sure I have the correct speed, which then becomes from tech support a suggestion to complain to customer support as well. So, it's a circular solution and endless.I'm just trying to say that no matter what the service they should have a basic useable speed for all. I was ready to call on Sunday to report what I call "dial up" speed from the old days. But, they've all heard me say that at least once. Those who want a breakneck speed can order it and pay for it. I'm just asking for what's fair no matter what the basic price. All customers should be able to process whatever they need in a more timely or consistent pattern. I know I'm asking for management to look at that whole issue of fair service. It might be a big shift for them to make, but it's necessary. If it takes a better overall speed, then increase it and stop spreading the misery.I'm not sure about the issue of leaving me phone messages, so DON'T. I prefer to have all answers sent to Revdex.com in writing. I'm not a negotiator.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This has become a circular argument that it's about tech support. What I'm saying is that I or other customers need a consistent level of Mbps to use. It should not be stated as up to 15 Mbps. It basically should be more than up to ,which gives them an out to provide less than at times or that somehow it's a service that has to be monitored by a tech support dept. etc. Just allow whatever consistent Mbps is enough for customer satisfaction. I don't even know what anMbps really is or how much of a level that I need. THEY do know, so just provide it and stop pretending that it has to do with equipment or anything else. I am not playing phone games or home visit games. Just provide a good service across the board so that customer complaints will stop and so will the need for phone calls or home visits will ever be necessary.I would not have complained if I had not felt squeezed down to practically a dial up service on most occasion and that's where the problem lies. Give me the opportunity to stop complaining and this matter will go away.
Sincerely,
[redacted]

Dear Revdex.com:
Cox Communications responds to Revdex.com case #[redacted]
The Customer Experience team researched all information and made the decision to remove the equipment and modem cost of $139.42 off the customer's former account. The Collection Service we use on closed accounts will be updated.
One...

of our supervisors advised our former customer and provided contact information in the event of any future questions or concerns.
Thank you,
The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on April 12, 2017 with the assigned Revdex.com complaint ID of [redacted] We apologize for the error that occurred concerning our customer’s quoted rate.  We made contact with our customer on April 12, 2017, and in...

response to this complaint were able to make adjustments to the monthly recurring rate and applied a credit to her account to honor the rate quoted for the duration of the current promotion. We provided our customer with direct contact information should she have additional questions regarding this matter. Our customer indicated that she was satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com:
Cox Communications Executive Customer Resolution team responds to Revdex.com Complaint ID #[redacted].
We have reviewed the information and made the decision to credit the installation fee. Our customer will see that credit posted to the next bill statement.
Thank you,
The Executive...

Customer Resolution team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted]4 filed with your office on July 5, 2017. A Cox Executive Customer Resolution Specialist (ECRS) attempted to contact our customer in response to their complaint but has been unsuccessful in reaching him. Cox Communications extends...

an apology to our customer regarding the experience that led to this escalation.  If he would like to speak to someone at Cox concerning his complaint, he can reach our ECRS at the phone number we provided him. Sincerely, Cox Executive Customer Resolution Team

My speeds are infact back to the speeds expected, and I am pleased to say. I do have the executives name and number and he was extremely professional. Although I do not know the direct resolution that had been done, I currently am receiving the specified rates and appreciate the Revdex.com for helping.
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 August 03, 2016 with the assigned Revdex.com complaint ID of [redacted] We apologize for the experience our customer had when she called our technical support department on August 3, 2016. A technician was sent to her...

home on August 5, 2016 to troubleshoot her internet service, and made the necessary repairs to resolve her issue. We contacted our customer after the technician was at her home and she indicated she was satisfied with this resolution, and will contact us again if the issue returns. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on October 31, 2016 with the assigned Revdex.com complaint ID o[redacted] Cox Communications extends an apology to our customer regarding the experience that led to this escalation.  We spoke with our customer on...

November 9, 2016 in response to this complaint and we were able to make the necessary adjustments to the monthly recurring rate to resolve their concern. We provided them direct contact information should they have additional questions regarding this matter. Our customer indicated that they were satisfied with our resolution and has no other additional concerns at this time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint ID [redacted], filed with your office on 05/27/2015.
In a recent conversation with our customer we have confirmed that the necessary work has been completed to satisfy the situation.  The work was done at no cost to our customer and with minimal inconvenience.
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 10/31/2017 and assigned the complaint ID of [redacted]. We apologize for the interaction and circumstances that led to this complaint being filed.  Our customer’s point is well taken about providing...

written confirmation regarding promotional discounts and account changes. Currently Cox does provide customer’s shopping for services through our website the ability to view promotion details including the services covered as well as the discount to be applied. Customers who opt to call in to Cox for promotional discounts are provided this information by the agent who assists them. Unfortunately in this case the information provided about the promotion was incorrect and the follow up by our customer was not addressed according to Cox policy and procedure for escalations. We have addressed these concerns with our customer and understand that the ultimate resolution, in our customer’s eyes, would be a commitment to provide written confirmation of all transactions which involve promotions. At this time Cox can assure our customer that this is something we will look into, and we thank her for her input.   Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the rebuttal to complaint ID [redacted] filed with your office on 02/26/2018. Cox, in addition to providing support for our customers with regard to service choices and technical issues, offers a myriad of service options to meet many entertainment and budgetary needs. While introductory promotional pricing can vary greatly provider to provider Cox welcomes the opportunity to work with our existing customers to find a package that works for them while still considering the overall cost of the services to which they subscribe. At Cox we strive to provide exceptional customer experiences with every interaction. We apologize if our customer’s recent experiences have not met their satisfaction. Be assured, we do take these matters seriously and continuously address and train our agents to encourage improvement in their performance. Respectfully submitted,      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 07/06/2015 and assigned the complaint ID of [redacted].
Upon receiving this complaint Cox Communications reached out to our customer to address their concerns.  A review of the account did reveal a billing...

discrepancy that was caused by a clerical error. We have made the necessary corrections and applied a credit to our customer’s account.  The increase our customer saw in their MRC was a rate adjustment that took place in March of 2015 and affected all customers. 
Our customer’s services have been adjusted per their request and we will address any procedural shortcomings that prevented this resolution from taking place sooner.  Cox apologizes for the circumstances that led to this filing of this complaint and hope that the resolution is to our customer’s satisfaction.
Sincerely, Cox Communications Executive Resolution Team

Complaint: [redacted]
I am rejecting this response because:Revdex.com,After receiving the bill from [redacted] (3rd party) , I called COX to question the bill and why it had taken so long. A manager at COX told me ONE statement was was sent in 2010 and since the account was closed no others would have been mailed to me. No phone calls were made to my home. No other statements were mailed. Not even from a third party.  I have lived here since 2003 and have had the same phone number. I find COX's rebuttal fabricated and deceitful. In COX's rebuttal they state that the debt was transitioned to a third party agency 4/23/2015. Since it has been 5 years I find COX NEGLEGENT in their billing practices. I do not owe this bill. I will be contacting the States Attorney's  office and ** news stations to report COX's inability to prove a 5 year old bill. Horrible customer service and everyone in ** will know about it.
Sincerely,
[redacted]

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint ID # [redacted] filed with your office on 11/5/2017. Our customer’s request for a comprehensive change in procedure as a resolution to this complaint is understood and duly noted. These types of changes can take time given the volume of effected transactions scale on which it would need to be rolled out. While we do currently have notifications in place for certain account service changes, advanced notification of scheduled appointments, and online ordering we are always researching and developing ways to improve our customers’ experiences, and expanding our current notification parameters is certainly something to be reviewed.   Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team

Complaint: [redacted]
I am rejecting this response because:
Cox only offered for me to wait for my refund in the mail and in order to obtain that I would have to provide bank statements showing the payment had been taken from my account. I was also rushed to do this before 2/1/16 because after that date they would not send me a refund because the new statement would be printed. So they cant help a customer because of a statement? They have no way to override this? That is ridiculous!I dont understand why they treat their customers this way. I have not answered their phone calls because their previous representatives were arguementative and not empathetic. I have no interest of hearing about them defending themselves for deducting my account an obscene amount of money and not getting it back to me once the mistake was seen!
Sincerely,
[redacted]