Talty Chevrolet Buick Cadillac, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
T was told that Cox Communications has a policy NOT to refund beyond days even though the service that was provided (TV) was NEVER requested, approved nor used by me or my household. Cox will not accommodate my request to credit or refund for the timeline I overpaid on my account because they have a policy they strictly adhere to. I told *** the repto provide proof that I requested or approved this service and records will show I never usedI told him this was an unethical practice and decision. He will not mediate nor budge.
Regards,
*** ***

Revdex.com Case # 1*** We sincerely regret any inconvenience that our customer has experienced with our company We have contacted the customer directly on 5/13/to address his concernsThe customer informed us that the issue has been resolved after the recent service appointment and
his services are working correctly Thank you for your time and consideration Jesse WExecutive 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 account billing and 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
frustrationsUpon receipt of this complaint we completed a review of the account to gain a better understanding of our customer’s concernsReview of the account found that our customer spoke at length with multiple agents from our Customer Care Center on 5/2/that made a genuine effort to explain the balance owed on the account to our customerWhile we understand our customer may be frustrated with the high balance owed on the account, we do show that as a result of both past due and returned payments, the account balance of $is valid and will need to be paid to avoid further late fees and a possible disconnection of serviceWe also would like to thank our customer for their honest feedback regarding their previous discussions with our Customer Care CenterWe would like to assure our customer that their feedback is taken very seriously and will be addressed with the appropriate leadershipIt 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 YouGeorge Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the issues remaining from a recent service appointment. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrationsUpon receipt
of this complaint we were able to make contact with our customer on 4/29/and arranged to have a supervisor visit her home to correct the issues once and for allOur supervisor visited the home on 4/29/and we were able to confirm with our customer that the issues are now fully resolvedIt 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 YouGeorge 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 ***, 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,
Ron G***

Revdex.com #*** We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their payment and billing. It is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we performed a thorough review of
our clients account. A refund in the amount of $was processed on 3/15/and credited to the client’s credit card. In response to his request for additional credit, our records indicate he was on a Price Lock Guarantee from the inception of his account. The terms and conditions of this agreement were on his first statement and confirmed that there would be an Early Termination Fee if any services were canceled. We do not have support to issue credit for the Early Termination FeeWe hope this information has been helpful to your office. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We sincerely regret that the customer is still not satisfied with the information that we have provided to her regarding her account concerns While our Corporate IT Department has confirmed that the customer’s emails are not being affected by our servicers; the subscriber does not agree We offered assistance to her by phone or at her home, but she declined Should she change her mind, she may contact our Technical Support Team at ###-###-####Call: ###-###-#### We are available seven days a week, hours a day, and days of the year. It is always our goal to address and resolve all concerns that a customer brings to the attention to your office We are sorry that the customer is not accepting of the information that we provided regarding her email concerns Thank you. ***/Cox Communications Executive Offices/ Arizona

the business calls and immediately hangs up with no voice message as to who called or for what reason from an obscure numberA voice message with details on who , why, what and info would be more prudent to resolve this issue

Revdex.com #***
We would like to thank the customer for taking the time to file their concerns regarding their experienceIt 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 serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce 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. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding the Service Call Charges he was billed. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrationsUpon receipt of this complaint
we have researched the account in question and determined that the charges were made in error and were removedWe genuinely appreciate our customer’s patience in dealing with this matterIt 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 he has experienced. If he should have any additional questions or concerns, he can contact our Customer Care Center at ###-###-####Thank You*** Executive Resolutions Cox Communications Tell us why here

Revdex.com Case # ***
* We regret to hear of any inconvenience that our customer has experienced with our company. At this time, our Field Services Leadership has been working with the customer directly regarding their concernsWe have contacted the customer to ensure them that we
will continue overseeing this matter until the issues have been resolvedWe are confident we will be able to provide a successful solution Thank you for your time and consideration Jesse WExecutive 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 experiencedIt is certainly not our intention to cause any frustration. We have contacted the customer directly to
address their concerns and have provided a successful resolutionIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer. Danielle H.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case *** We are sorry to hear our customer was negatively impactedWe are attempting to directly contact the customerOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration
Jaimi / 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 additional concerns regarding their Cox accountWe regret any inconvenience this situation has caused. Upon receipt of this updated complaint, we made contact with our customer on 6/25/In speaking to our customer he advised us the reason for the rebuttal was due to waiting for e-mail confirmation of the items we had discussed regarding his accountWe confirmed that he has since received this confirmation and has now considered the issue resolved. We appreciate our customer’s patience and understanding and look forward to remaining their service provider for many years to come. Thank you.***Executive EscalationsCox 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 *** 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.I am very grateful for the role the Revdex.com played in helping to resolve this dispute. I am also pleased with the way COX handled this formal complaint and their willingness to finally resolve it.
Regards,
*** ***

[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 ***, 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,
*** ***

We would like to thank the Revdex.com again for the opportunity to respond to this customers concerns On Feb 5, our customer was subscribed to a product discounted service bundle and elected to cancel his video services and only maintain his Internet and Phone serviceThis cancelled the discount that the customer was currently receiving. Our agent then added a discount for his remaining services which was accepted by our customer We attempted to reach our customer on Feb and March 2, to discuss his concerns following receipt of the first complaint filed with your office We left two voice messages and did not receive a return call. Following our customers 2nd complaint received on April 3, we reached out to our customer on that day and left another voice mail. We did make contact on April 5th and agreed to review the phone calls in question. After reviewing the calls, we identified the call in question. Our agent did confirm upon scheduling the initial installation, that if our customer decided to downgrade his services, the rate for would be approximately $for the internet aloneThe phone service was not included in that price. On April 6, we attempted to contact our customer with our findings and was only able to leave a detailed voice message. We shared our findings, however, as a one-time goodwill gesture, we applied an account credit of $to discount the services to the $rate, before taxes, for months. At that time our customer would need to decide to continue services at the discounted rate accepted upon disconnecting his video service, downgrade service to reduce the rate or elect to cancel service After reviewing the third complaint we stand by our findings, our current discounted rate we provided and the courtesy credit of $provided on April 7, 2017. We regret our customer is not satisfied. We thank the Revdex.com for the opportunity to respond and consider this complaint closed

Revdex.com Case #*** - Rebuttal We would like to thank the Revdex.com for bringing our customers additional comments to our attention. Our office attempted to contact our customer on 9/12/and 9/13/to no avail. We left detailed messages for our customer advising that we need to schedule to have a field technician come out and swap out her modem. We advised her in the voice message that because the modem was purchased through our company in January 2016, it will be swapped out at no charge to her as part of our one year equipment replacement guarantee. Once contact is made with our customer we will be happy to get this equipment swap scheduled so her service issues can be resolved. Thank you for your time and consideration*** / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com #*** We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding a refund on their late mother’s account It is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns brought to the
attention of your office. We are actively working with our customer and we are confident that we will provide a successful resolutionIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedJaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case# *** We appreciate the customer’s honesty and transparency regarding their frustrationPlease know our Premier Internet Service, which currently offers download speeds up to Mbps as of 2016, has had several speed increases over the past several yearsWhen the download speeds for Premier Internet increased from Mbps to Mbps in January 2013, a DOCSIS Cable Modem has been required to support the increased speedsAlthough, Cox subscribers with a DOCSIS Cable Modem can still subscribe to Premier Internet if they choose for other product features specific to this package, consistent download speeds over Mbps were not guaranteed due to the limitations of the DOCSIS technologyRegretfully our system is limited to an month period so we cannot provide the documentation he has requested but as previously mentioned; Cox customers were notified on their statements about the increaseWe also provided in-browser alert notifications to our customers as well While we certainly recognize our customer’s frustration, we feel that the appropriate amount of compensation has been provided to him and that we have done all that we can do to assist regarding his concerns Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region