Talty Chevrolet Buick Cadillac, Inc.

Still have some issues with internet which hopefully will be resolved when they send the scoop truck up.  They have tried reaching out but I'm at work. Also talked to their sales team and pretty much told they won't do anything about it and still have to pay 200 for cable to be hooked up I have paid 69 dollars for a while and in the almost four months I've been in my house have had next to below standard internet I think it's only fair that I shouldn't have to pay 200 for cable

We would like to thank the customer for taking the time to file her concerns regarding the service visit charge on her account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any frustrations. Upon receipt of this...

complaint, we researched the account and confirmed that the charge was made in error due to the technician’s findings. We have removed the charge from the account and would like to apologize for the inconvenience. 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 customer’s perception of our employees, as well as our company.  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. Thomas Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide a successful resolution.  After extensive research of the customers service address we have verified that the residence has not had Cox services delivered to the property dating back to the first contact in 2002.  There have been several calls over the years requesting service, however, this will require a plant extension to the property.  Our customer has been provided with the details of what will be required to provide residential service at this point.  We have also recommended that the customer contact the Cox Business group to set up business service as well.   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.  Lawrence E.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint, we reached...

out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contract. After investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contract. We followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the charges. This information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding this. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. Thomas Executive Resolutions 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,
Brent W[redacted]

Revdex.com complaint#  [redacted]--   [redacted] We were sorry to hear of the confusion that the customer experienced with her billing.  Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the matter.  We have filed an...

investigation with our Receivable Management Team to review the records from 2015.  We will keep the customer informed with the results of our investigation.  As always, we thank the Revdex.com for bringing this customer concern to our attention.  Thank you! Catherine/Cox Communications Executive Offices/ Arizona

We are sorry to hear that the customer was not happy with our first response to your office.  Due to the rebuttal, we have completed a more detailed review of the concerns and the charges on the customer’s account.   On our most recent visit to the client’s home on May 18, 2016; we were denied access to go inside the house to review the situation. We did recommend the service call so we would be able to troubleshoot the issues that the customer brought to your attention.  On our previous service call on March 17, 2016, our tech did replace equipment in an attempt to resolve the service issues as well as installed television services.   To date, the customer has received over $300.00 from our company for the service issues she has reported.  We currently have no further support to apply more credits to her account.  We are unable to remove the remaining balance on the account as we were not given adequate access to troubleshoot and ultimately resolve the customer’s concerns.   We hope this information has been sufficient to bring final closure to this complaint. Thank you for the opportunity to provide this information. Tell us why here...

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 are working to provide a successful resolution.  We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday. 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.  Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

[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.  They have refunded the mistaken dual charge in my bank account. I will consider this complaint resolved as long as the money given to me stays in my account.
Regards,
[redacted]

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 contacted the customer directly on 9/13/16 and verified that the appropriate adjustment had...

been applied prior to the interruption but unfortunately it did not appear to have been communicated to her as she was advised. Due to the situation, we applied additional adjustments to satisfy the fees she incurred for the interruption as well as a courtesy credit for the experience. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear of the negative experience our customer encountered with our outside sales team.  We contacted our customer directly to address the concerns she brought to the attention of your office. We were able to offer a solution to resolve her service level and...

billing issues in which we felt were fair.  Our customer was satisfied with the offer and she did accept our resolution to her concerns.    We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly.  No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service.  This response is basically "Ok now that you told on us, we are going to do our job".  I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly.   Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with.  A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable.  On top of your other broken promises.  If Revdex.com would like copies of the chats, I have them.

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 also advised the customer that Cox Communications does not compensate accounts for time spent calling in nor for any representatives rudeness. We have advised the customer the representative in question has been coached and corrective action has been taken. At this time we feel this issue 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.
We appreciate the opportunity that the Revdex.com has
given to us to assist our customer. 
Sharon H
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # 10850323 We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.We...

appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their account billing.  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 billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to speak with them directly to discuss their concerns with their account billing.  Although we were unable to speak with our customer directly, upon receiving this complaint we did make contact with our Refunds Department regarding our customer’s concerns. As of 7/7/15 our Refunds Department has advised us that they have corrected the account to have the disputed balance removed. This Cox account now has a zero balance.  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. [redacted]Executive ResolutionsCox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.”  The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer confusion,  we offered and applied a courtesy credit totaling $130.00.  No further credit is justified and the customer has been made aware of this. We hope this information is sufficient for final closure to this complaint. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

April 15, 2016—Revdex.com complaint # [redacted]   We were sorry to hear that a customer experienced difficulty with our company.  Due to the service concerns and the large credit request that he brought to your attention, a thorough review has been completed on the account. ...

The result of that investigation does not support waiver of the $429.23 bill.   Our records confirm that the reported service issues in January of this year were accommodated for as we applied a service credit to the client’s account. Notations from our technicians who visited the home indicate that we verified hard lined speeds and educated the customer on wireless speeds. Our Field Manager for Laveen advised us that the customer was receiving the same level of service that we provide in Phoenix, Mesa, and surrounding cities in the Valley.  While the customer states that the service we provided was not satisfactory for his business, our residential Internet service is a “best effort recreational product, not intended for business use.”    The customer’s first billing statement confirmed that the he entered into an agreement with us to commit to service with us for 24 months, and the details of the agreement were listed on the billing statement. We also have no payments on record for the account.   We hope this information has been helpful in providing closure to this complaint.  Thank you.   Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding the overpayment to their account.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any frustrations. Upon receipt of this...

complaint we see that our customer has spoken with our Customer Care Center regarding their request for a refund for an overpayment on multiple occasions. On each contact, our customer has been advised that in order for Cox Communications to provide a refund, we must receive proof of a cleared payment via a running bank statement. Unfortunately, to this point our customer has not provided this information to us. Should our customer choose to provide the requested documentation, we would be happy to assist them further with refunding an overpayment. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his Cox services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we made contact with...

our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive EscalationsCox Communications

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 reached out to our customer to
address their concerns, however, our attempts to reach them have been
unsuccessful.  We have sent an email with our contact information that includes our direct email address, should the customer like to communicate by email. Once we are able to speak
with the customer and verify the account, we can address their concerns and
provide a successful resolution.
 
Thank you for your time and consideration.
 
Sharon H.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region