Mega Marts, LLC

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on March 23, 2017 with the assigned Revdex.com complaint ID o[redacted] We apologize for the misinformation our customer was provided by our representatives concerning their new service and their Recurring...

Monthly Charge (“[redacted]”). It is Cox’s utmost intent that our representatives provide customers accurate information concerning their expected rate, channel lineup and features included in advertised bundle offers. We will use this opportunity for training and coaching the representatives with whom they dealt. Cox offers several variations of bundles for our customers. Bundles are advertised with a starting base rate that does not include charges for monthly equipment fees, applicable taxes, fees and surcharges. This information is indicated on our advertising. We made contact with our customer on March 24, 2017 in response to this complaint and made the necessary adjustments to their services and account to ensure they are receiving the services and [redacted] agreed upon at the time of the sale. 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

[redacted]
Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on October 11, 2016. Cox Communications extends an apology to our customer regarding the experience that led to this escalation. Due to underground conduit issues unrelated to Cox, the installation of...

internet service was delayed. Cox currently has a temporary line in place and internet service is operational at the residence. Cox is awaiting approval from the customer’s building management to be able to install a new service hardline to the customer’s home. Cox is fully committed to addressing our customer’s concerns and once we receive approval from their building management, Cox can move forward with the installation of the new hard line. Our customer indicated that he is satisfied with the information we provided.  We have provided our customer our direct contact information should he have additional questions or concerns regarding this matter. Sincerely, The Executive Customer Resolution Team, NE

Dear Revdex.com: The Customer Experience team responds to Revdex.com case # [redacted] First and foremost, we apologize for our customer's  overall experience. We have reached out to our customer on 11.7.17 and advised that this feedback is very important to us so that we can get in front of...

these types of issues so they do not happen again. In addition, we provide coaching information to the various agents team leaders who assisted our customer. In addition, we posted an adjustment for the self-installation kit cost which is $21.78 and a good relations credit in the amount of $20.00.We appreciate our customer's patronage and again our apologies.The Customer Experience team

Dear Revdex.com,   Cox Communications is responding to the rebuttal of complaint ID of [redacted]   We apologize for the circumstances that led to this complaint, and have addressed the concerns mentioned. The information provided about actions taken by specific agents, both in the home and over...

the phone have been brought to the attention of the appropriate supervisors to be addressed accordingly.   It is Cox’s policy, in order to ensure a positive service experience for our customers, to require a professional installation in a home that has not had Cox services within the past 12 months. This is so any wiring and or signal issues can be addressed and our customer can begin enjoying their services right away.   We had a Technician go to the home to troubleshoot the issue and it was found that a program running on our customer’s computer was causing the slow down he was experiencing. Once this was identified and addressed, download speeds were restored to acceptable levels. We thank our customer for choosing Cox Communications and look forward to providing them with exceptional customer experiences going forward.   Sincerely,   Cox Communications Executive Resolution Team

Dear Revdex.com,  The Customer Experience  responds to Revdex.com case# [redacted]. Our team reviewed our customer's account and on 2.17.17 a credit for the late fee did post to the customer's account in the amount of $7.11. If our customer  has any further concerns regarding this credit supplied, our customer can reach out to a member of our team at [redacted] to discuss.  Thank you, The Customer Experience team

Dear Revdex.com:  The Northeast Customer Experience team responds to Revdex.com case # [redacted] We have tried to reach our customer to discuss the stated concerns and have been unable to make contact. We will provide our contact information for our customer in order to discuss the concerns...

outlined in this complaint and look forward to assisting.  Our team can be reached Monday through Friday [redacted]. Thank you, The Customer Experience 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]

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:  Our Executive Customer Resolution team responds to Revdex.com case # [redacted] Our apology for the delay in this update, the customers underground work had been  processed and the appropriated credit  had been  posted to the customer's account to...

customer  satisfaction regarding the original matter. The customer has a current DVR recording issue and we have an appointment to resolve that concern. The initial issue has all been addressed. If the customer has further concerns, the customer has the supervisors contact information who has been working with the customer.Thank you, The Executive Customer Resolution team

Dear Revdex.com:
Cox Communications Executive Customer Resolution Team responds to Revdex.com complaint ID# [redacted].
One of our supervisors worked with our customer to review that two payments made to us had been returned to Cox. In addition, two non-sufficient funds fees had been posted to the customers...

account along with an early termination fee.
We informed our customer via letter- although our former customer advised us this letter was never received. For good relations, we provided a goodwill credit which a portion of the early termination fee. The amount credited was $128.22. The customer accepted this credit and advised this supervisor that they would contact the bank to go over what might have taken place. Our former customer has one the supervisors direct contact number in the event further assistance maybe needed. The issue has been addressed at this time and if the customer needs additional assistance after the review with their bank the customer has the supervisors contact information.
Thank you,
The Executive Customer Resolution team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/24/2015 and assigned the complaint ID of [redacted].
Cox communications has completed our investigation of this complaint and found that the procedures used to notify customers of an outstanding balance after an...

account has been closed were not fully followed. The final statement was generated as normal and sent to the address we had on file, however; after payment was not received there was a delay in subsequent attempts to notify the customer.
Due to the circumstances mentioned above, Cox has removed the outstanding balance on the account and recalled the information from the 3rd party collections agency.  The 3rd party agency will notify the credit bureaus that were made aware of the collections activity that the information has been recalled by Cox.
 
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.
Thank you so much for your help in this matter.
Sincerely,
[redacted]

Dear Revdex.com: One of our Executive Customer Resolution Specialists has tried to reach our customer for case # [redacted] The agent has left a department number and specific contact information. We kindly ask that the customer reach out to the department number that has been provided so we can...

assist accordingly.  Thank you, The Executive Customer Resolution team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 01/27/2016 and assigned the complaint ID of [redacted].
The full amount owed on our customer’s Cox account was drafted because the account was set up for auto pay by our customer in December of 2015. Once the...

January statement was printed the amount due was set in a pending status awaiting the due date. If a payment is made manually while an automatic payment is pending the pending payment is not adjusted automatically. The statement printed and delivered electronically on January first noted that the full amount of the statement was scheduled for auto payment on the due date.
When it was brought to our attention that the account had been paid both manually as well as via the automatic payment, agents attempted to begin to process the refund for our customer but were unable to obtain the necessary documents from the customer to begin the process. Unfortunately, alternative methods of processing the refund could not be discussed with our customer on the initial call.
We have attempted to reach our customer through this office to work with them toward a resolution. Messages left at the contact number provided in the complaint have not been returned. We do have a resolution possible however we will need to speak with our customer to begin the process.
We apologize for the circumstances that led to this complaint and look forward to addressing this matter to our customer’s satisfaction.
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 2/28/2017 and assigned the complaint ID [redacted]
[redacted]) has assigned reviewed the account in question and acknowledge that the agent who provided the original rate quote to our customer...

erred when they overlooked the campaign that was scheduled to end in February of 2017. We apologize for the error and the ensuing difficulties in getting the matter reviewed and ultimately resolved.
We have taken actions on our customers account to reduce the monthly rate and honor the quote provided by our agent in January of 2017. Our customer has been made aware of the details and has agreed to the changes.
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 (“Cox”) is responding to the complaint filed with your office on August 17, 2017 with the assigned Revdex.com complaint ID of [redacted]. We apologize for the misinformation our customer was provided by our representative concerning the[redacted]“MRC”) and...

the timeline of the promotional period. It is Cox’s utmost intent that our representatives provide accurate information. We will use this opportunity for training and coaching our representative. We made contact with our customer on August 22, 2017 in response to this complaint. Our customer indicated that a Cox supervisor was able to address all concerns and no further assistance was needed. We appreciate our customer’s patronage and once again apologize for the experience. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 03/29/2016 and assigned the complaint ID of [redacted]
Upon receipt if the information from the Revdex.com, Cox opened a research investigation into how the scenario outlined in this complaint occurred. While...

additional research is still required to pinpoint the exact cause and completely rule out user error, we are confident that the telephone number we were told made the call that created this situation is pointing to the correct account.
Agents initially assisting our customer were following established procedures to process a refund due to a customer. Cox’s policy for refunding payments is designed to assure funds being requested have completed processing through the customer’s financial institution and to assure that the refund does not put our customer’s account into a past due status. We have confirmed that the refund of the payment has been processed and will mail on or before April 6, 2016.
We apologize for the circumstances that led to this complaint and look forward to providing our customer with exceptional customer experiences in the future.
Sincerely,
Cox Communications Executive Resolution Team

Complaint: [redacted]
I am rejecting this response because:As of 5/27/15, there are two issues that are not resolved.  On 5/2/15, I received a phone call from "[redacted]," who stated that the repairs to my lawn would be done on 5/5/15 or 5/6/15.  This has not been completed and I have not received an answer why.Approximately one week ago, I noticed that the ground wire installed during initial setup was removed but a permanent ground wire was not affixed.  On 5/26/15 at 1540 hours, I received a phone call from [redacted] (#[redacted]) who stated that the ground was not up to today's standard and that I need to call an electrician to personally pay to have a ground install that is of "today's standard."  I requested that [redacted] meet me in person at my residence.On 5/26/15 at approximately 1615 hours, [redacted] arrived at the residence.  [redacted] advised that during the initial installation, the installer "should have walked" and that the original installation should not have been done due to the ground not being up to "today's standard."  When I asked [redacted] why this was the case, he could not explain.  I advised [redacted] that since they did initially install it and put in the ground, there is a chance that during this that the ground was manipulated with.  This was installed on the east side of the residence.  I showed [redacted] that on the west side of the residence there is an electrical box that is properly grounded and questioned as to why the cable was not installed near this box with the proper ground.  [redacted] could not explain other than saying he could not speak for the subcontractors and that it would have been more difficult to do since it requires underground cable and the cable box is closer to the east side of the residence.My position is that  Cox Communications (and their subcontractors) is responsible for properly grounding the equipment since they decided to install a new cable box on the east side of the residence, instead of installing it on the west side of the residence where there was already a proper ground to the residence.  I do not believe that I should be responsible for paying out of pocket for an electrician, when they decided to put the cable box because it was an easier location to eventually run the underground cable to.Also, I still have not had my lawn repaired, after almost a month of requests.  Calls to [redacted] on 5/26/15 and 5/27/15, who is handling this case, has gone unreturned.Due to both these matters, and on top of what I have requested above, I am seeking further financial restitution.  [redacted] provided me 2 months of free service and made a promise that everything else would shortly be fixed.  It is evident that as a customer, I am not a priority for Cox Communications and my concerns have still not fully been addressed.
Sincerely,
[redacted]

Dear Revdex.com:  Sorry for the delay in responding back with respect to case # [redacted] We had spoken to the customer and provided the credit for the late fee which satisfied the issue overall as described. The customer was satisfied with the outcome.  Thank you, The Customer...

Experience team