Talty Chevrolet Buick Cadillac, Inc.

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.

I spoke with Thomas from Cox, and he has reassured me that he could see that the charges were credited to  my account.   However, I still do  not understand why the two representatives I spoke with a couple weeks earlier could not see this information and I was told I still needed to pay it.  And the last woman I spoke to told me that she would give my information to a supervisor and have them call me, which they never did.  When I spoke to Thomas on two different occasions he did not address that issue nor had he listened to the recorded conversation between the reps and myself.  The last rep I spoke with said that she would extend the due date of payment on the next bill so that would give the supervisor time to contact me regarding the double billing and I would not be charged a late fee.  The supervisor never called, and I was charged the late fee.   Very disappointed with the lack of communication and service at Cox.

We would like to thank the customer for taking the time to file his concerns regarding his recent damage claim.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receiving this complaint we worked...

directly with our Damage Claims department and our customer to further research Mr. [redacted]’s concerns. After our research was completed we were able to come to an agreement on a settlement for the damages brought to our attention by Mr. [redacted]. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000.
Thank You.
GeorgeExecutive ResolutionsCox Communications

Revdex.com I have accepted the credit to our account. However, as a matter of principle - despite the claim by Cox communications -  we were given inaccurate information by the DSR regarding the seasonal service.

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

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your former Cox account.  It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015.  All charges (minus the on demand movies) have been credited.  You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016.  In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your former account.  My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]

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

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

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 the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.
Although we completely understand our customer’s reservations regarding this change, we would like to be transparent in stating that Cox Communications has no intentions to reverse this change regarding Data Usage Billing. However, we are excited to advise our customer that beginning August 15, 2017 our company will also offer customers the option of 500Gb and Unlimited data add-on packages to accommodate individual needs. At this time, the pricing for the 500Gb add-on would be $29.99 per month, while the Unlimited Package would be billed at $49.99 per month. We hope that these soon to be launched features help to alleviate the concern expressed by some of our higher usage Internet subscribers.
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.

[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]

July 7, 2015Revdex.com complaint # [redacted]—[redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing.  Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...

with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months.  Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request.  We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns.  All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted].  We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number.  We did leave messages and our direct contact information should the client need to contact us directly.  We hope this information has been helpful to the Revdex.com.  Thank you.[redacted]/Cox Communications Executive offices/ [redacted]

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

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

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

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]

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. 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

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

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