Talty Chevrolet Buick Cadillac, Inc.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be ABOVE AND BEYOND expectations and well past 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]

[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]

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

[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,
Kerri G[redacted]

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 have provided 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

[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,
[redacted]

July 27, 2015 Revdex.com complaint ID# [redacted] We were sorry to hear of the difficulty that the customer brought to the attention of the Revdex.com.  Due to those concerns, we contacted the customer directly to discuss. We advised he customer that we will continue to work with her and...

our Field Leadership Team to ensure that her data concerns are addressed and resolved appropriately.  The client has our direct contact information for follow up. We do appreciate the opportunity that you have given us to assist a valued subscriber! [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

July 20, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office.  We did attempt to reach the client by phone but were not able to reach her, or leave a message.  We did send the customer...

correspondence via email.   Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount.  After reviewing our available promotions, we didn’t find a better rate than the customer already has.  We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [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]

We would like to thank the customer for taking the time to file her concerns regarding her request to disconnect cable services and her recent experience with our Customer Care Center.  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 were able to review our customer’s account and confirm that their request to disconnect their Cox Cable television services was processed as of 6/14/16. With this in mind, our customer will no longer receive Cox Cable television service beyond 6/14/16. Additionally, we are truly sorry to hear of our customer’s frustration regarding their experience with our Customer Care Center and we would like to assure her that her feedback regarding the agent(s) she spoke with will be addressed with the appropriate leadership. We appreciate our customer’s patience and understanding and we are confident the issue at hand has been addressed. 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. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the exposed wiring on her property. 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 escalated our...

customer’s concerns to our Field Services leadership team who dispatched a senior technician to the property on 7/19/16. Following the visit made on 7/19/16 our Field Services leadership team has advised us the wiring has been repaired and is no longer exposed or cause for concern. 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 ###-###-####.Thank You.[redacted]Executive EscalationsCox 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 contacted our customer directly to...

address her concerns and are working together to provide her with 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.  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 his concerns regarding his monthly rate for Cox 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 2/16/16 to address his concerns. During our conversation we explained to our customer the increase he saw on his January billing statement was the result of a region wide rate adjustment which impacted all of our customers. Additionally, we also discussed our customer’s recent promotional discounts to ensure he was aware of when these would expire. 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 S. Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience they experienced.  Regarding the customer’s concerns with their Internet service and subsequent modem...

purchase, we did attempt to reach them at the telephone number listed on the account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. Although we were unsuccessful in speaking to our customer directly, we have reviewed the account in question to gain a better understanding of our customer’s concerns. Review of the account indicates that our customer’s service was temporarily interrupted due to a [redacted] (DMCA) violation as a result of copyrighted material being downloaded using their Cox High Speed Internet connection, which prompted the call to our Care Center.    While we certainly apologize if the initial agent they spoke to did not adequately discover and explain the reasoning for this DMCA suspension, we are unable to reimburse our customer for a modem they opted to purchase in an effort to troubleshoot this matter. We do suggest to our customer if they are still within the return window that they consider returning the modem to the original retailer should they no longer wish to make use of the new modem they purchased. Additionally, as a result of this inconvenience we have applied a $25.00 adjustment to the account and will ensure our customer’s feedback regarding their interaction with our Care Center is addressed with the appropriate leadership.   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 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 their concerns, however, our attempts to reach them have been
unsuccessful.  Once we are able to speak
with the customer and verify the account, we can address their concerns and
provide a successful resolution.
 
Thank you for your time and consideration. 
Sharon H..
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We appreciate our customer taking the time to voice their additional concerns regarding their Cox accounts. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/16 to address their concerns. During this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rate. Additionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experience. We are confident the issue at hand has now been resolved. We appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forward. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Escalations Cox Communications

We are sorry to hear our customer was negatively impacted by technical issues when submitting payment. We have attempted to directly contact the customer to by telephone. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your...

time and consideration. [redacted]Executive ResolutionsOffice of the General Manager Cox Communications, Southwest Region

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 customer’s account. ...

Our customer is currently subscribe to our Preferred level of internet which carries a regular rate of $73.99.  Our records confirm that when our customer originally signed up for internet service, at a former address, he was put on a 12 month promotion discounting his service.  This discount transferred with him when he relocated to his current address.   We recently had a rate change that went into effect on January 7, 2016.  This rate change is printed in the ‘News from Cox’ section of his statement.  Because our client recently transferred his service, and the transfer date was after our rate change, the information can be found on his January statement from his former address.  To remain in good faith with our customer we have issued a 12 month promotion for $10 off his current level of internet service.  This has been added and is in effect as of 4/20/16, any prorated credits will print on his 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