Talty Chevrolet Buick Cadillac, Inc.

Revdex.com #[redacted] We would like to thank the [redacted] for the opportunity to address our customers concerns regarding their Home Life service. It is certainly not our intention to cause any frustration. We have reviewed the account based on the information brought to the attention of your office. ...

While we understand the customer’s frustration with the false alarm charge, this charge should have been disputed directly with the city.  Because our customer is a long-time customer and to remain in good faith we have issued a 12 month promotion to her account.  This promotion was added on 3/30/16 and is for $10 off per month for 12 months, for a total savings of $120.  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their recent experience.We have contacted the customer directly to address their concerns.Thank you for your time and consideration.Sincerely,Executive ResolutionsOffice of the General...

ManagerCox Communications, Southwest Region

Revdex.com Case# [redacted]   It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.   In most cases we will provide the option to self-install Cox services as long as Cox services have been...

active in the residence within the last 12 months. Unfortunately the customer’s address was not eligible so a Professional Installation, which is provided during the order process, was required. Regarding the visit, we have forwarded our customer’s concerns and feedback to our Field Leadership for further review and to provide the appropriate coaching. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for any frustration that the customer has experienced. As a one-time courtesy, we have provided an adjustment for the installation fee.   Thank you for your time and consideration.   [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

February 25, 2016 Revdex.com complaint [redacted]/ Thomas Cox # [redacted]   We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name.  Due to the concerns that the customer brought to the attention of your office, we contacted the...

client directly to discuss. As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns.  Thank you. Catherine/Cox Communications Executive Offices Arizona

October 20, 2015Revdex.com complaint # [redacted]—[redacted]We were sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message.   We advised him that if he would like to send us the flyer that he is referring to, we would be happy to review it.  We also advised the customer that he is always welcome to call our Sales Department to see what packages and promotions are available.  Our Sales Agents are only able to offer the packages and rates that our Marketing Department make available to us.  We are not at liberty to grant special pricing upon request.  We hope this information has been helpful to your office.  We look forward to hearing from the customer. [redacted]/Cox Communications Executive Offices/ Arizona

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service issues. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we directly contacted our...

customer.  When we made contact with our customer on April 20, 2016 our records indicated that Ms. W[redacted] had a field technician out to her home on April 15, 2016.  She said the service had been working as it should at this point.  Because of this, we scheduled a follow up call with her on April 25, 2016.  When contact was made she advised us that her internet service issues had returned.  We scheduled another field technician to go to her home on April 27, 2016.  The field technician advised our office that the modem was swapped out and the service was working when he left.  Our office followed up with Ms. W[redacted] on May 2, 2016 and we were advised that she has not had any internet service problems since the swap.   We are confident that our customer’s internet service issues have been successfully resolved.  As an added courtesy to our customer, we issued a one-time credit of $40.  This was to compensate for the intermittent service she had been experiencing over the last few months. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.
Regards,
[redacted]

We appreciate our customer taking the time to voice their concerns regarding the interruption in their service and experience with our Customer Care Center. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this...

complaint we have reviewed our customer’s account to gain a better understanding of their concerns. After review of the account, we do see that our customer was impacted by a service interruption but we do see that the services have since been restored. Due to the interruption in service and the frustrating experience our customer had, we have applied an adjustment of $25.00 to the account. This adjustment will be reflected on our customer’s next monthly billing statement. We are confident the issue at hand has been resolved.   It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their rebate card. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we contacted our customer and were advised that he...

was told his rebate card offer was for $200.  Yet, when he filled out the online information to redeem his rebate card it showed his rebate was only for $150. We thoroughly reviewed our customer’s claims for his promotional rebate offer and we were able to verify that he qualified for a $200 rebate card.  We have advised him that his rebate card for $150 was already processed.  Because of this, we processed a second rebate card in the amount of $50 to offset the difference.  Our customer should receive both of his rebate cards within two weeks. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Atari H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

Revdex.com Case #[redacted]   We would like to thank the Revdex.com for bringing this additional information to our attention.  We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers.  The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago.  We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department.  Our investigation of the customer’s account does not indicate that ADA guidelines were violated. Thank you for your time and consideration. *
[redacted]
[redacted] Cox Communications, Southwest Region

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided....

Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

The referenced complaint number case has not been resolved. COX after repeated attempts by myself to review the matter has not returned requests for additional information and to review all COX recorded phone calls.  COX was to review  the last phone call that I had made in which they provided me the same quote as all of the the previous. COX has not done this and again all of these quotes were for phone and internet services at approximately $70 per month. Actual billing is for $100 per month for only 1 year with a $100 voucher.  I have also attempted to get a copy of the audio recordings of the phone calls so I can review them and confirm what was said as well. Please assist, thank you;

Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company.  As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate...

our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their account.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with...

their account, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful on all attempts. We have also submitted a letter to our customer's home with our contact information. Should the customer contact us we will be happy to address their concerns with their account.   It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

We appreciate our customer taking the time to file their additional concerns regarding their Cox account. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. After reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/16 and 8/29/16 but we were only able to leave voicemail messages on each attempt. Regarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a 36 month promotion they had been receiving from 6/28/13 to 7/07/16. While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be due. We are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rate. Additionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuity. We are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of 2013. Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correct. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. [redacted] Executive Escalations Cox Communications

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com #[redacted] We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service.  She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back.  Once she reaches back out to our office we will be happy to further assist her.      Thank you for your time and consideration.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their services and recent damage claim.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regarding the...

customer’s concerns with their services and damage claim, we did attempt to reach them at the telephone number they provided to us ([redacted] and [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unsuccessful in reaching our customer, our Field Leadership Department did confirm that they spoke with our customer on 2/2/16 and confirmed the service issues have since been resolved. Additionally, a return visit has been scheduled for 2/5/16 to address the damage claim mentioned by our customer. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications