Talty Chevrolet Buick Cadillac, Inc.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11504345, 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.Llamada a COX 6/10/16Aquí les hago llegar los último minutos de lo que arregle con el supervisor Roger departamento de facturación de Cox comunication y él mismo me confirma que mi próximo pago es del monto que se acordó anteriormente con Cecilia (fecha 5/12 autorización del pago #[redacted]Gracias por su atención.Atn: [redacted]Revdex.com Translation:Here is the latest information about the settlement with the supervisor Roger in the billing department of Cox Communication and at the same time verify that my next payment will be of the amount that it was agreed previously with Cecilia date 5/12 authorizing the payment #[redacted]
Regards,
[redacted]

[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]

[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,
Michael R[redacted]

Hello,I have never received a phone call or a voicemail from Cox.  The phone number on both accounts should be ###-###-####.  I was hoping that Cox would offer some sort of compensation.  I recently received a bill and there were no adjustments as the bill is what it was last month even though again I was told it would be about $10.00 less.  As far as receiving a letter, by calling Cox I am on hold with a rep. longer than anyone should have to hold. Sincerely,[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 have verified with the Cox Retail Store Manager that the customer’s concerns regarding the...

equipment have been addressed and resolved as of June 2, 2016.   Thank you for your time and consideration.   Jesse W. 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]. I consider this complaint resolved as long as the cables stay buried.
Regards,
Jeannie C[redacted]

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers 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.  We...

can confirm that our customer called to cancel his cable and telephone service on March 19, 2016.  Additionally, he returned the receiver on March 28, 2016 and the telephone modem on April 19, 2016.  As a courtesy to our long standing customer we issued a credit in the amount of $102.41.  This credit will appear on their May 2016 statement.  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.
This is a followup from my Email of Friday.  First, the 150Gb of online data is still what I see, so no change there.  I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications).  Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response.  Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem.  If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to  call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem.  The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change.  The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue.  So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails).  This continues through this evening, although I would not have expected a phone call between Friday night and now.  However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records.  It looks like either the calls were not made or were made to the wrong number.  Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling.  However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer.   I am not certain how to take the above sentence.  If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved?  So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing.  After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]

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, 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. Should the customer contact us we will be happy to address their concerns with their account.   Although we were unsuccessful in reaching our customer directly, we have researched both their current and former account in full to gain a better understanding of their concerns. Review of our customer’s account show that they were provided an Ubee brand modem/router combination device from Cox inventory when their services were initially installed on 9/12/14. Review of the account billing statements have found this is not a piece of equipment that was ever purchased by our customer, which resulted in the monthly rental fee of $6.99 plus tax that has been billed to the customer’s account. This monthly rental fee is also outlined on each billing statement sent to our customer for their account.   While we understand our customer’s concerns, we must be transparent in stating that the modem in question is owned by Cox Communications and the rental charges that have been billed for the rental use of this equipment are valid.   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 # 1[redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.    Upon reviewing our customer's account, we identified that a 12 month promotional discount that had been added prior to the 24 month service agreement recently expired...

on 10/7/16. In effort to provide a satisfactory resolution, we have re-applied and backdated the 12 month promotional discount to start as of 10/8/16 but this offer, including two additional discounts will expire before the end of the 24 month period on 3/1/18 as these promotional discounts were also added before the agreement was added to the account on 3/2/16. Lastly, please know as it is stated in the terms and conditions, the service agreement does not price lock any discounts rated but rather the market rate of the existing Cox services at that time.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback.   Upon receipt of this complaint, we were able to make contact with our customer on June 5th. After a review of their account, a courtesy credit was issued to...

the account for the disputed charges. We genuinely appreciate our customer’s patience throughout this situation and truly hope this gesture will resolve the matter at hand. 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 for your time and consideration. Melissa/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,
Mark S[redacted]

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our transition to Go All Digital and Early Termination Fee assessed to their account.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the...

attention of our office we thoroughly reviewed our customer’s account.  We found that our customer canceled his video service on 6/2/16 and was subsequently charged an Early Termination Fee (ETF) in the amount of $156.59 inclusive of taxes/fees/surcharges.  At the time our customer canceled his video service he did choose to retain his other services with us.  To remain in good faith with our longstanding customer we have issued credit for the ETF.  The ETF charges and credits will be printed on his June 2016 statement.  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

frustration that the customer has experienced with our company.  It is never our intention to cause trouble for any of our subscribers.   At this time, we have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns.   If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted].   Thank you, Thomas Executive Escalations Cox Communications

December 16, 2015
 
Revdex.com complaint# [redacted]
 
We were sorry to hear of the difficulty and confusion that
the customer experienced. 
 
Due to the installation and service issues that the customer
brought to the attention of your office, we...

contacted the customer directly and
sent one of our Goodyear Field Supervisors to assist the client directly.  We were able to investigate and review the
billing concerns that the subscriber had as well, and the customer is very
happy and satisfied with the service that we provided. 
 
Thank you as always, we appreciate the opportunity to assist
a customer.
 
[redacted]/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding the Cox Communications junction box adjacent to their property. 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 contacted our Construction and Planning Manager for our customer’s area to gain a better understanding of our customer’s concerns with the Cox owned junction box in question. Following our research, it was determined that a new junction box was not recently installed on our customer’s property and has been on the property for quite some time. Rather, during a repair appointment which took place for a neighboring Cox subscriber, a Cox technician accessed a pre-existing Cox owned junction box that was previously concealed from view due to environmental debris/vegetation. Due to the intentionally discrete model of junction box being used, it is understandable that our customer may not have realized it was on their property prior to being accessed by our technician. While we recognize our customer’s frustration, we must be transparent in stating that Cox Communications has followed all required easement ordinances asked of our company whenever installing or accessing a Cox owned junction box and as a result the junction box in question will not be relocated or removed. We truly 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George Executive Escalations Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding their Internet 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 do see our Field...

Services Department dispatched a technician to our customer’s home on 7/20/16 to address the issues at hand. After speaking with the supervisor for the technician that visited our customer’s home we have learned that the issues have been addressed and that the Cox equipment, signal, and wiring was found to be in working order. 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. 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

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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
Revdex.comSandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268
RE: Complaint ID #  [redacted]
Dear Sandra Clark :
  
This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc..  Your complaint was assigned ID [redacted]
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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
Revdex.com[redacted]Cox Communications, Inc. 1550 W Deer Valley Rd Phoenix AZ 85027 Re: ID # [redacted] - Sandra C[redacted] Dear [redacted]:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.comSandra C[redacted] 15739 E Mustang Dr Fountain Hills AZ 85268 Re: ID # [redacted]- Cox Communications, Inc.Dear Sandra C[redacted] ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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

September 13, 2017---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing and automatic payment.  Due to the complaint filed with your office, we made direct contact with the client.  We were able to discuss and resolve...

her billing issues, and the late fee was removed from her account. We are also offering our assistance to the customer with her level of service.  We will ensure the customer subscribes to the level of service that is best for her.  It has been a pleasure assisting her!  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

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.   Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region