Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and disputed Early Termination Fee.  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 review the account in question and confirm that our customer’s services were disconnected in May of 2016 as a result of a past due balance. While we understand our customer’s frustration regarding the Early Termination Fee of $810.00 that was billed, we must be transparent in stating that our customer did break the contractual agreement for the Cox HomeLife service and as a result the Early Termination Fee is valid. Additionally, we can also confirm that our customer spoke with our Customer Care Center in November of 2016 for the same issue where this information was also advised. Regretfully, the Early Termination Fee is valid and cannot be waived.   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 Resolutions Cox Communications

We’re sorry to hear the customer has not received the promised gift card. We have reached out to our rebates team and confirmed the initial mailing was returned by the Post Office. We have re-issued the card and it was mailed June 28, 2017. We have advised the customer to follow up with our team...

directly so we can verify the card is received. Thank You. Thomas Executive Resolutions Cox Communications

August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing.  Due to the concern that the client brought to your attention, we attempted to reach him by phone.  While we did not speak with him, we...

were able to leave messages for him and provided our contact information so he may call us at his convenience. Notes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services.   Our office has offered additional assistance should he need it.  As always, we appreciate the opportunity to assist a client!  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.  Although research of our customer’s account did not reflect that our customer had been misquoted or misled by our staff, we would like to assure them that their feedback regarding their experience with our company will be addressed with the appropriate Cox Communications leadership. We thank our customer for their honest feedback and hope to continue a positive relationship with them moving forward.  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 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 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 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

[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 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

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

[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]

September 5, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his account.  Due to the concerns that he brought to the attention of your office, we attempted to each him on two occasions, to no avail.  While we did not...

speak to the customer, we were able to leave messages and invited him to call us back. Review of the account indicates that the equipment in question is a Cox owned piece of equipment (EMTA) and we do not have records to support the return of the equipment.  Without the return or proof of return (receipt) we are unable to remove the EMTA charge from the account.  We hope the customer chooses to call us back and discuss the situation at hand. As always, we appreciate the opportunity the Revdex.com has given to us to assist a valued customer. Catherine/ Cox Communications Executive Offices/ Arizona

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

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

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]

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 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 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

[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]