Talty Chevrolet Buick Cadillac, Inc.

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

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.   We have contacted the customer directly to address their concerns. In our communication we provided him an account...

summary to explain the charges and verify he was not billed for Cox services after the requested disconnection date. We also explained that the equipment charge was also valid as it was an incomplete return of equipment. While the customer acknowledged this was made aware to him at that time, he provided us additional information pertaining to the situation. In effort to provide a successful resolution, we assisted the customer by removing this fee.   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

We would like to thank the customer for taking the time to file their additional concerns regarding his Cox account and promotional discount. As a service oriented company we welcome the opportunity to address our customer’s concerns and feedback. Although attempts to reach our customer by telephone were unsuccessful, we were able to speak with our customer via e-mail following the receipt of this rebuttal. After making initial contact we received a copy of the advertisement in question from our customer and had one of our Sales Department Supervisors make direct contact with our customer in an attempt to honor the promotional offer they received. Regretfully, following this discussion our customer has advised us they have opted not to accept the promotional pricing discussed by our Sales Department Supervisor. While we understand our customer’s frustration, we would like to assure them that we will make every effort that their feedback regarding their experience is addressed with the appropriate leadership. Despite our customer advising us of their dissatisfaction with this experience, we truly hope to continue a positive business relationship with our customer moving forward. 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. George 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,
Linda A[redacted]

October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle.  Our records also confirm that we processed the refund as the customer requested.   The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her.  If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her.  We hope that the Revdex.com will take this into consideration when closing this complaint.  Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their former Cox 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 billing, we did attempt to reach them at the telephone number they provided to us ([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 former 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

This is at best a Gloss over what had happened. The reason there was no initial complaint was because I hadn't added the promised features at that time due to the expense involved. When I went to add the additional options it was made clear that the salesman involved with the sale chose to oversimplify and exaggerate the systems capabilities. I do NOT accept that they were just unwilling to make this right. I have never complained to the [redacted] prior to this, it isn't just something I am doing because I am bored. The business practice involved here is at the very least fraudulent. I have ordered a company to come in and remove cox's product and will be paying (again) another company to install a proper system.

August 10, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing with her billing.   Due to these concerns, we attempted to reach the customer by phone.   While we did not reach the subscriber, we did...

leave her a message with our contact information so she may contact us for assistance and an explanation on her account billing.  We also suggested that the customer contact our Billing Department at 623-594-1000 at her convenience for help.  We also informed the customer that our replies to your company are publicly posted, so no personal information would be shared via the Revdex.com website.  We hope to hear from the customer so may address her concerns and answer her billing questions. Catherine/Cox Communications Executive Offices/ Arizona

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

of this complaint, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found our customer spoke with our Customer Care Center on 9/20/17 and was advised that between April of 2016 and April of 2017 that the services were on a promotional discount which has since expired. Our Customer Care Center also attempted to offer a new promotional discount to our customer as a one-time courtesy but it appears our customer opted to decline this offer. Although we recognize our customer’s frustration, we must reiterate that the promotional rate of $54.99 per month they were paying was the result of a 12 month promotional discount which has expired as of 4/23/17. We appreciate our customer’s patience and understanding.   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 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.       We previously offered free ICloud storage to Internet subscribers.  Regretfully, we are no longer offering this feature going forward.  As a courtesy to our customers we are offering an alternate solution for a free service trial with the leading provider of cloud storage and sharing solutions to assist with the transition.     We have contacted our customer directly to address their concerns in detail and our customer has chosen to not take advantage of this offer.    Our customer has our contact information if they would like to discuss this matter further.     It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.   Atari H. 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 reached out to our customer to...

address their concerns, however, our attempts to reach them have been unsuccessful.  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

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.                      As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage.   While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan).   We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.

Acct Nbr        [redacted]
** [redacted] Revdex.com Complaint#[redacted] Good Morning Mr. [redacted]s, This letter is in response to the above-referenced complaint that you filed September 30, 16, regarding the Early...

Termination Fees in the amount of $4180.59. We have reviewed all documents and contracts that have been submitted and we have issued the credit for the Early Termination Fees.  There was no supporting documents that indicated that this current balance had belonged to you, just the fact that it was created under your business name.  On 9/30/16 when you did call in,  you were recently added to the account only to gain access since it was your business name.  Knowing that you were just added for the 1st time, supports your main concern that your signature may have been forged.  Unfortunately Cox has no bearing to file those types of charges, so that would have to be something you would need to pursue if necessary, outside of Cox. In conclusion, Cox Acct[redacted]1 has been cleared of the $4180.59 in dispute.  If there is anything else we need to address that may be case related, please feel free to reply to the email.  Other than that, thank you so much for still being a continued loyal customer with Cox Communications. . We thank you for your continued patronage and look forward to providing you with exceptional customer experiences for  the future.

[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]

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. 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

December 22, 2016—Revdex.com rebuttal # [redacted]—[redacted] We were sorry to hear that the customer was not satisfied with our first response to your office.  While the customer stated in her rebuttal that we did not call her, messages were left at her contact number on December 13 and December 20, 2016. Due to her follow up to your office, our Field Leadership Team has reached out to the client today to schedule and coordinate a visit to her home.  We offered to meet with the client today, but she has advised us that a day next week will work better for her schedule.  We will continue to work with the customer to ensure her service issues are addressed and all of her questions are answered.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

[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]

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.   As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage.   While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan).   We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.

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

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customers...

account.  At the conclusion of our investigation we determined that we are not able to support our customer’s claims that she called to disconnect her service before obtaining a new provider.  Because we cannot support her claims of voluntarily disconnecting her service, the balance owed is valid.  At our customer’s request, we sent a return box to her home, which was delivered on 11/15/16.  The return box includes a prepaid return shipping label for her convenience.    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