Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their account billing and recent technician visit.  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 on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information.  Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused.   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 customer for taking the time to file him concerns regarding the changes in service and poor experience completing this.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon...

receipt of this complaint, we reached out and spoke with the customer. The services had already been corrected by the time of our call. To finish addressing the customer’s concerns, a correction of the promotional discount was applied for the remaining services. Finally, feedback was submit based on the experiences the customer had. At this time, the customer has no further questions or concerns. 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

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.
I did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.
Regards,
[redacted]

I do not accept the response from Cox because it is untrue. There was no promotional discount from 7/15 to 7/16 (one year) and the additional $35.00 (a 30% increase of my bill) was not justified as I had not increased service or changed service and I received absolutely no communications from Cox concerning this. I had Cox for years before I bundled, with no "box". When I bundled, they told me the box was free forever. We did not want the box because we never needed one before, but Cox assured me that it was the best way to go and it was completely free forever: So we took it. (several issues here) My promotion ended on 7/15 NOT 7/16. After it expired, Cox ended my paper statements without my consent. A year later they withdrew 30% more from my account as I was on auto pay. This is a substantial increase for nothing! They did not communicate this to me. I am requesting a refund for the ~2 months of service that they increased substantially without contacting me. It would also be appropriate for them to refund the cost of what they now refer to as "rental" of the free box. This rental was never on my bill. This would amount to ~$8.50/month for 3+ years. Concerning what Cox is calling a "promotional discount" from 7/15 to 7/16, this is untrue. I did not negotiate any such deal with them. Their representative said their "system" did it. Sorry, but computers do not have brains. When my original promotion ended, over a year ago, there was never any such deal or promotion. And curiously, that is when their "system" (computer  name=do_not_reply) stopped sending me statements. I was lucky to catch such an outrageous increase being withdrawn from my bank account. It certainly has a scam flavor to it in my opinion. I do like Cox technical service, so hoping to get this resolved.

We sincerely regret any inconvenience that our customer has experienced with our company. Upon receiving the complaint, we had notified our Tier 2 Technical Support supervisors for assistance. One of our lead Technical Support representatives attempted to reach the customer by telephone on...

8/4/15. They were unable to reach the customer directly but had left a message to return their call. We also attempted to reach the customer on 8/10/15. We were unable to reach the customer but had left a message with our contact information to return our call as well. We were notified by our Customer Service Department that our customer had called in requesting a callback. We attempted to reach the customer again on 8/12/15 at both contact numbers provided. Unfortunately we were unable to successfully make contact with the customer directly but we have left several messages including our contact number to return our call. At this time we have not received any further contact from our customer. However, should they still wish to speak with us they are more than welcome to give us a call. We will be more than happy to assist our customer and address their concerns. Thank you for your time and consideration. 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 the balances owed for their former Cox 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 were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit.  After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00. Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16.  With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report. In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted].   Thank You. George S. Executive Resolutions Cox Communications

After talking to [redacted] at their regional office, they have taken the stance that they are not to blame and only offered a courtesy 90-day refund.   I have denied this offer and looking for a more fair resolution.

We would like to thank the customer for taking the time to file his concerns regarding his 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 were able to...

make contact with our customer on 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. 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 ###-###-####. Thank You.[redacted]Executive ResolutionsCox 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 his concerns, however, our attempts to reach him have been unsuccessful.  In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $66.00.  The phone service was not included in that conversation.  Our customer called on February 5, 2017 to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active.  The care agent did apply a promotion for the remaining two services saving our customer approximately $22.00 a month off of retail rate.    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

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 spoke to the customer directly on 5/4/16 regarding their concerns. We explained the process for how these offers were...

sent and reasons why her account was no longer eligible. Due to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discount. In addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rate. The customer was very satisfied with the resolution.   As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.    [redacted] 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 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, we do see that they have since contacted our Customer Care Center on 8/30/16 to have their requested removal of HBO processed. We would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission.   Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressed. Additionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $20.00 adjustment to their account as a one time courtesy. 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

We would like to thank our 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. 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.  Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com:Will we be given a higher rate after 12 months from now?
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,
Robin S[redacted]

We would like to thank the customer for taking the time to file her concerns regarding the charges on her statement.  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 her complaint, we were...

able to reach out and speak with the customer regarding her concerns. We were able to verify the charges on the account were correct as the original payment for the equipment was completed at the time services were established. 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. Thomas Executive Resolutions Cox Communications     Tell us why here...

The explanation from the company about the bill was and still is unacceptable, not only ethically but by every exceotable accounting practice protocol there is. You can not now, have not been able to at any point in the past, nor will it ever be acceptable to us a customers credits to pay for a bill that was never rendered. You can not expect a customer to pay for services that a bill was never rendered for. Due to this simple fact, services that were rendered for the month of October were never charged because a bill was never generated or sent to the customer. Furthurmore, using credits that were on my account related to separate issues may not be used to pay for services unless a bill is rendered reflecting such facts. The lack of professional accounting practices on Cox communications part in this particular situation leads one to be live that they are conduction other accounting practices in an unethical and detrimental way to their customers. Furthermore, the time and effort that has been spent on this issue as well as several other issue that have had excevie amounts of time soent on them is proof that Cox communications does not value their customers amd us more interested in their bottoms line than resolving issues ,billing mistakes, latency issues, in proper set up if equipment, poor management of their employees, failure to properly educate and train their employees, as well as the inappropriate behavior of higher level management.

[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:
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.
I returned [redacted] call three separate times. No one from the Cox Executive Escalation team has returned my calls. I just want this resolved so I will not have to call, email or write Cox Communications ever again. I have already confirmed my account information with Cox. I indicated I wanted to discontinue my cable and internet service with Cox effective July 16, 2015. The recording at Cox states my call would be returned, but it never has been. No supervisor ever called me back. I am greatly disappointed with how Cox has handled this matter. I was a long time customer of Cox Communications, but I would not recommend Cox to any one.
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,
Joshua [redacted]

We want to thank Ms. [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox reviewed her account and contract terms.  Cox determined that we would be able to accommodate her request to disconnect the 4 phone lines without penalty.  Cox spoke with Ms....

[redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

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 intent to cause any frustration.We have contacted the customer directly to address their concerns and 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.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region