Talty Chevrolet Buick Cadillac, Inc.

We are sorry there was a lack of clarity with our prior response. As the Revdex.com can post the complaints publicly, we don’t post CPNI (customer proprietary network information) with our responses.  To summarize, we have removed all install charges. We have agreed in one year to reach back out to the customer to work with her on adjusting the price for her services to the quoted $180.19, plus any changes in taxes, fees, or surcharges. Additionally, if she decides to keep the Panoramic Wi-Fi modem the price will reflect the additional charges for this as well. 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 ###-###-####. Karen Executive Resolution Specialist Cox Communications

We were sorry to hear of the confusion that our customer experienced while attempting to upgrade his account. Due to the concerns that the customer brought to your attention, we contacted him directly and are working towards a successful resolution. As always, we appreciate it when the Revdex.com...

gives us the opportunity to assist a customer.  Thank you.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company.  Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided...

a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly. The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance. We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.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

Please review the PDF attached that contains the log history of all the Home Life Security service calls, representative interactions and detail required for resolution. Please review the documentation so that your assistance can help resolve this case. It was clear by the fast response and note from Cox that they did not intend to look into the details of the case or interact with the Security division to obtain the necessary information. My concern is great but the history of concerns that Cox has logged is also quite alarming.Thank you for your help in this matter. Kind Regards,[redacted]

We would like to thank the customer for tak[redacted] the time to file their concerns regard[redacted] their television services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regard[redacted] the customer’s...

concerns with their television services, we were able to speak with our customer directly on 10/4/16 to address her concerns. Dur[redacted] this conversation, we arranged to have a Cox technician return to her home on 10/5/16 to investigate the concerns. Although Mrs. K[redacted] is no longer a Cox subscriber as of June of this year, our service technician reconnected her in-home outlets to her roof antenna to restore her over the air television signal. 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. Thank you. George Executive Resolutions Cox Communications

Revdex.com Case #[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 thoroughly reviewed our customer’s account. ...

Our client is citing in his complaint that he was charged late fees for the last three months.  Upon conclusion of our investigation, we were able to verify that our customer was charged two late fees on his active account.  Because our customer did not make a payment by the due date for his June 2016 statement, a late fee was assessed on the account.  When our customer’s next statement generated he only paid a partial amount that was owed on the account, which resulted in another late fee.  His current bill printed with an amount owed for $86.12 and as of 8/23/16 our customer has paid $40.13 toward the balance currently due.  Please know that the disputed late fees are valid.  However, as a courtesy to our longstanding customer we have credited one of his $8.00 late fees.  After issuing this credit his remaining balance due is $37.99.  To prevent any further late fees our client will need to pay the remaining balance of $37.99 by his due date of 8/26/16.  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 their concerns regarding their Cox HomeLife service.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Upon receipt of this...

complaint, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found that they have spoken directly with a supervisor from our Customer Advocacy Department on 8/2/17 to address these concerns at length. During this call, our customer was advised that since they had already opted to terminate their Cox HomeLife services on 7/3/17, that we were unable to troubleshoot or address the technical issues they mentioned they were having. Also, although our customer mentioned ongoing service issues, review of the account indicates we had not visited the home for an issue with the Cox HomeLife service since February of 2017.   Additionally, our customer has been advised that the Early Termination Fee was disclosed prior to their decision to disconnect the service and that they opted to proceed with this termination anyways. Regretfully, since our customer was advised of the applicable fees and still requested to terminate the services with these fees in mind, we must reiterate that the Early Termination Fee they were billed of $466.48 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. Thank you. George Executive Resolutions Cox Communications

April 1, 2016—Revdex.com complaint# [redacted]—Lisa R[redacted] Due to the concerns that the customer brought to the attention of your office, we contacted both our Corporate Office and our Damage Claims Department for information.  We spoke to our Customer Care Managers as well as the Damage Claim Team...

Leadership, and reviewed all documentation of the situation that occurred.   Our records confirm that after a thorough investigation by our office on the damage claim, we could not find fault with our installer on the concerns that the customer brought to the attention of your office.  We hope this information has been helpful to your office.  Thank you for the opportunity to address these concerns. Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding the offer found on our Web site.  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 the promotion found on our Web site, we did attempt to reach them at the telephone number listed on the account (###-###-####) to address these issues but we were unsuccessful. Unfortunately, this telephone number appeared to be out of service and we could not leave a message. We did however send two e-mail messages with our contact information to the e-mail address provided in their complaint. Should the customer contact us we will be happy to address their concerns. Regarding the offer in question, we were able to research our customer’s concerns to help provide clarification. After completing our research we were able to determine that this offer is only available to Cox High Speed Internet subscribers who are not already subscribed to any level of Cox Cable services. While we understand this may be frustrating, we must advise that this account is not eligible for the promotion in question. 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. [redacted]Executive ResolutionsCox Communications

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB), and we also offer customers the option of 500G and Unlimited data add-on packages to accommodate individual needs. Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.   Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage.   While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan).   We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. You are a valued Cox customer and if you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.

Revdex.com Case #[redacted]   We would like to thank the customer for taking the time to file his concerns regarding their Cox account.   We spoke to the customer directly on 6/21/16 to address his concerns. Despite our efforts to assist the customer, he declined our assistance and requested...

no changes be made to his account. Should the customer change their mind, we will be more than happy to assist him with finding the appropriate package to meet their needs.   Thank you for your time and consideration.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Cox hasn't done anything to resolve this issue.  The representative that called me didn't do anything but say the same thing the original representatives said " that's it's a contract and they can't let me out of it with out me paying the termination fee." Even after I explained that I have a email from the original representative that set up the service and it doesn't state it's a contract. He then stated he must have told me verbally because all of their representatives are required to do that. I advised him that the representative did not and its not in the email that was sent to me.  This issue is not resolved and I am going to start looking for other providers so I can cancel my services even if I have to pay the termination fee. I will never use cox services ever again and I will never refer anyone to cox.

Attached is corresponding email with Tracie D. from Cox Communications. She had called Friday 2/9/18 during business hours (9-5) in which I informed her to call before 9:00 A.M. or after 5:00 P.M. or to correspond via email.I have also attached bills that have been cleared today 2/15/18 with two separate charges and amounts on same billing cycle.I was informed by Revdex.com to contact if company tried to reach out to me directly. which I did this morning 2/15/18.

We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/Cox Communications Executive Offices/ Arizona

November 9, 2015Revdex.com complaint# [redacted]—Logan B[redacted]We were sorry to hear of the confusion that our customer experienced with his final billing and balance owed.Due to the concerns that the subscriber brought to your attention, we contacted him directly to discuss.  The customer has our...

contact information and we will work towards a resolution to the situation at hand.  As always, we thank the Revdex.com for the opportunity to address a valuable customer concern.  Catherine/ 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 the contractual agreement on their account.  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 locate the call recording they had with our staff on 8/9/16 when the contract was added. After reviewing this call, we confirmed that our customer was not adequately explained the terms of the contract by our employee. As a result, we have spoken with our customer on 6/16/17 and removed their telephone service as requested with no Early Termination Fee. 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. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the credit inquiry that was recently run on their Cox account.  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 confirm that our customer did have a credit inquiry run on 3/08/16 following an online order that was placed via the Cox Web site. As a courtesy, we have spoken with our Receivables Management Department who has submitted the appropriate removal request to Equifax to ensure this inquiry is masked. With this in mind, within 30-60 days this inquiry will no longer be visible by anyone other than our customer nor will it have any negative impact on their credit rating. We are confident the issue at hand has now 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. [redacted] 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]

I have attempted to contact George at the number he provided 4 times now, and never received a return call (despite the voice recording stating that a return call will be given within 24 hours).

We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...

regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication