Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding his billing and promotional questions. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we have thoroughly reviewed with our client Mr. [redacted] on July 26th 2017 his current discounts, credits and services. We thoroughly explained to him his current promotion on his internet service is currently discounted to $59.99 the normal market rate would is $77.99 for his level of service Preferred 50 and this discount goes through October 19th 2017. At that time we can upgrade his service to reflect the new internet speed Preferred 100 and we will then review any discounts or promotions he would qualify for at that time. As a courtesy and to remain in good faith with him, our valued customer, we have credited the full amount of $68.00. This amount covered all additional fees he incurred for relocating his modem (The fee would normally be charged $60.00) and also he was credited $8.00 that was billed for a late payment fee. 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. Sharon / Executive Resolutions Specialist Office of the General Manager Cox Communications, Southwest Region

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.  We advised that...

Cox does not throttle our customers internet service when exceeding their monthly data usage.  We scheduled a service visit to review our customer’s service issues.  The service visit was cancelled by our customer after an issue involving his home network was found by his personal IT specialist to be the cause of the data usage overage.    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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

June 22, 2015 Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced on her billing.  After a thorough review of the account, we confirmed that the customer did pay for the modem for in question on a previous account. ...

Because the equipment was purchased, the charge has been removed from her bill. While we were unable to reach the customer directly, we did leave a detailed message and our contact information in case she had further concerns on this matter.  As always, we thank the Revdex.com for bringing the matter to our attention. [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their account. 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.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...

Attached is Cox's communication from the above address and my reply. This matter is not resolved. Thank you.

Revdex.com Case # [redacted] 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 on 3/9/16 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.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]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 on 2/25/16 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. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their field visit.  It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/10/16 and 10/14/16 to no avail.  We also sent him an...

email in hopes of making contact with him.  Even though contact was not made, we reached out to our field leaders to obtain the requested information.  Our field leaders are meeting directly with the property manager at our customer’s apartment complex to identify what needs to done to replace the line.       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

[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 customer for taking the time to file their concerns regarding their Cox services.  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, we were able to speak with our customer on 8/25/16 and scheduled a service repair appointment for 8/25/16 to address our customer’s concerns. Our department also made a call on 8/31/16 to check in following the repair appointment but were only able to leave a message with our contact information. 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. Executive Resolutions Cox Communications

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer.  Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved. 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 their concerns regarding their Cox account and services.  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 we were able to work with them directly to ensure the issues with the missing equipment were resolved and remark found on their credit was removed. Additionally, we were able to dispatch a technician to their home to address the outstanding issues with their Internet connection. Following our conversation with our customer on 8/31/16 we are confident the issues have 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 S. Executive Resolutions Cox 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 reviewed the account in detail and...

determined service was disconnected on October 14, 2015.  On October 24, 2015 our customer was billed for the unreturned equipment listed below.  Customer had contacted our care center on 12/8/15, 12/22/15 and 1/26/16 stating equipment returned 10/2/15 prior to cancelling service.  Cox submitted research request of inventory and verified the equipment has not been returned, we requested the receipt for the returned equipment.  On January 23, 2016 customer spoke to a care agent and stated he had a receipt for a returned MTA modem.  The serial number recorded on the receipt at check in was for a different modem serial number not listed on the customer’s account.  The equipment listed below remain outstanding and the charges on the account are valid.  Once we are provided with the return receipt documenting the equipment used at this address or the equipment in question, the account will be credited accordingly.  The equipment below is identified by its serial number and Mac address and were active on the account.  This would have been the only equipment able to access the Cox network and receive Cox signals.      [redacted] 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

No real or honest attempt was made by Cox to address any of the issues or fair requests from the original complaint. The were totally unconcerned with the impact their actions have on their customers and were clearly not willing to provide anything but hollow lip service. They bait and switched and they know it, and do not want to do anything about it.

We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...

unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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 her concerns regarding the confusion with the monthly rate.  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 the complaint,...

we reached out and spoke to the customer. On that call, we confirmed that the customer was quoted $180.xx and that price included 4 cable receivers. Unfortunately, there was a mistake made and the 4th receiver was not included in the quote. An adjustment was made to the account to honor the pricing that was originally quoted. At this time, the customer is satisfied with the 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 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 [redacted]. Thank You. Karen Executive Resolutions Cox Communications

October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company.  Due to the concerns that she brought to your attention, we contacted the customer directly this morning.  While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience.  We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees.  In our message to the subscriber, we asked for clarification on her concerns.  Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer.   As always, we appreciate the opportunity your office has given to us.  Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]   We regret to hear of our customer’s experience with our company. It is certainly not our intention to cause any frustration.   We spoke to the customer directly on 6/23/16 to address their concerns and to provide a...

successful resolution. We also assured our customer that their recent experience with our Customer Care Department will be addressed with the appropriate leadership.   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:
I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com.  If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later.  So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.
Regards,
J[redacted]