Talty Chevrolet Buick Cadillac, Inc.

Revdex.com Case #1[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 contacted our customer directly.  Our...

client was disputing the installation charges for his security system.  He advised us he had an offered installation price in writing.  At our customer’s request we sent him an email of which he could reply to and send us the offer he had so we could research it. As of 10/31 we have not received a return email from our customer.  Although our subscriber did not contact us, he did call our care center on 10/28 and was issued credit to his account for the disputed charges.  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[redacted]

Revdex.com Case # 11294132We are sorry to hear our business customer was negatively impacted with billing issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...

complaint. Thank you for your time and consideration.JaimiExecutive 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. The payment in question was made through our automated telephone system which allows customers to input...

information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.    We have contacted the customer directly on 10/25/16 to address their concerns. During our conversation we verified that our records did not include a deposit nor could...

we locate the disputed payment in question. While the customer was unable to provide documentation from their financial institution to support the disputed payment in question, we were able to provide a satisfactory resolution with the customer directly regarding the balance owed given their experience.   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

A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17.  Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.

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]

Hello, I have been in talks with Cox by phone and then by email only.  We keep emailing each other.  Resolution of Bringing out 6 hd boxes and keeping the price at the 80.00 was supposed to happen.  yet they are now going back on their word.  this was supposed to be a locked in price of 24 months.  Now they are wanting to just do 6 months after talking with the manager handling the Revdex.com complaint. Very frustrated that they do not just call me.  They prefer to just email and change from what was stated via phone call.  Very frustrated.  Thank you,[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,
Diana [redacted]

April 18, 2016—Revdex.com rebuttal-N[redacted]   We were sorry to hear that the customer was unhappy with our response to your company.  Because our investigation results have not changed, we have no support for credit to the account.   As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company.   We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016.  The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service.  Due to this fact, the ETF (Early Termination Fee) is valid.  Service credits cannot be justified as we were not able to very that we provided the customer with substandard service.  We hope this additional information has been helpful towards closure of this Revdex.com complaint.   Catherine/Office of the General Manager/Cox Communications Arizona

We would like to thank the Revdex.com for bringing our customer’s billing concerns to the attention of your office.   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 customer’s account.  Our...

investigation found that our customer called our Customer Care Center on 6/27/16 after receiving a statement for active services.  When she asked why she was getting a bill after she canceled her services, we advised her that there are no records showing her request to cancel services.  Although she said she called to cancel service at the beginning of June, we do not have any record of that interaction.  Additionally, there is not any records of our customer arranging for the equipment to be picked up or returned. We asked our customer if she had already returned her equipment and she said she had not and that it was left at the apartment.  We advised her that if the equipment was not returned that she would be charged for it.  She advised us that she will retrieve the equipment so return boxes, with prepaid labels, were sent to her current address for her to send the equipment back. Even though we are not able to verify that the equipment was picked up and/or returned, as a courtesy, we removed the equipment from the account.  Should our customer find the equipment in question, we ask that they return it to a retail store.  Please know that after the equipment charges were removed it left a remaining balance owed on the account in the amount of $10.34. 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

We would like to thank the customer for taking the time to file his concerns regarding his rebate.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations. While the party who submitted the complaint was not listed...

on the account as an authorized user, we were able to speak to them on 4/6/16 and we were advised that the issue at hand regarding this rebate had been addressed. Although we are unable to discuss any account specifics with anyone other than the account holder, we would also like to assure our customer that we have taken the appropriate steps with our Marketing Department to ensure this issue is resolved as well. 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. George Executive Resolutions Cox Communications

[redacted]
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 find that this resolution would be satisfactory to me.  I will wait 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] I spoke with Jesse and courteous enough to understand the situation and willing to resolve the billng issues. As explained on the phone I do not see billing changes, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Rajamohan Sandella

[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 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,
C[redacted]

We would like to thank the customer for taking the time to file her concerns regarding the quality of the services and support she received.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do/did not want to cause her any frustrations. After...

receiving the complaint, we reached out and spoke with the customer regarding the concerns brought up. Based on the information provided as well as the research completed, a courtesy adjustment for the service issues and experience was applied to the account. Feedback was also collected and submit to the appropriate teams. 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

July 1, 2016 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate...

Group. The necessary adjustments have been made on the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding ongoing service issues on her account.  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 this...

complaint, we reached out and made contact with the customer. At her request, the Cox services were disconnected in her home. The charges in question were addressed and the customer has no further 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

We would like to thank the customer for taking the time to file her concerns regarding the inquiry appearing on her credit report. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we...

worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concerns. Following our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in question. We were able to speak with our customer on 6/28/16 to advise her of this information to which she advised us she was satisfied. 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 [redacted] Thank You. George Executive Escalations Cox Communications