Talty Chevrolet Buick Cadillac, Inc.

SUCCESSFULLY RESOLVED   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.  Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

I am rejecting because I called the number Catherine left me last week, on Monday, January 11th.  I stated the best times to call would be after 2 p.m., every day.  Their automatic voice message said they would call by the next business day.  I waited yesterday and today.  I called again, today, January 13th and left another message.  Part of the rejection, is I am not confident enough that they will keep me posted on the investigation to get this matter resolved.  They should have called by yesterday to give me any updates and ask me the questions they need me to answer.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.  They agreed to my request, so I need to take a look at future bills to ensure that they do what they say.
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] and find that this resolution would be satisfactory to me.  I consider the complaint resolved as they have met their commitment. I thank everyone involved with this resolution.
Regards,
[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 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.   Lawrence E. 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 ongoing service issues that the customer brought to your attention.  Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015.   dvised us that the new line and service issues were resolved on July 8, 2015.  They also confirmed that the appropriate speeds were verified after the line work was complete.  Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter.   As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [redacted]   It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.   We have attempted to contact our customer directly at the e-mail address and telephone number...

provided on 5/27/16 and 6/2/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution.   Thank you for your time and consideration.   Jesse W. 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 the notification process for changes in service rates.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Cox...

Communications notifies customers of any changes in the retail for their services in the billing statements for each customer. Customers have the choice of having these statements mailed via [redacted] or a simple notification of the balance and due date emailed to them. In any case, the statements are made available on Cox.com going back 18 months. In this case, notifications of a retail rate increase in Cox services are mailed out on the statement prior to the increase. With regards the service issues experienced, Cox does complete routine maintenance on our infrastructure. In the instance of an outage however, the failing can be from several sources, not just a Cox failure. Intentional or accidental damage to service delivery equipment and signal interference from ingress are a few of many ways that the services can fail which are outside Cox hands. Response time to our customers is imperative to our business, especially those that include an interruption of phone service.  Because telephony is a “life line” service, Cox responds to those outages instantly.  The efforts of our technician’s help ensure Cox stays within the FCC regulated 99.99% telephony up time. 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

Revdex.com #[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. 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 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. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycle. It is never our intention to cause frustration to any of our clients. We were able to reach Ms. [redacted] and discuss her concerns in depth regarding her balance and...

her billing cycle dates. This cleared up any confusion she had. The customer is happy.. Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, she can always contact our Customer Care Center at 623-594-1000. Thank You. TiaExecutive Resolutions/ Cox Communications

We’d like to thank our customer for reaching back out in regards to their prior concerns having not been fully addressed. We apologize that they were not taken care of at the time of our previous response. Upon receipt of the rebuttal, we reached back out to our customer. Our field had not yet followed up to complete the required work at the customer’s home. We apologized for the inconvenience and reached out to our field to get the work resolved. As of 1/21/17, the services have been corrected and are all up and running. I reached out to the customer today (1/23/17) to verify everything had been taken care of. The customer was thankful that everything had been addressed and had no further questions or concerns. We’d like to again thank our customer for reaching out to let us know that there was work remaining to be completed. As a customer service oriented company, we know that our success largely depends on our customer’s perception of our company. Once again, we would like to apologize for the frustration he has experienced. If he has any additional questions or concerns, our Customer Care Center can be reached at ###-###-####.

December 20, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer experienced with our company.  We attempted to reach the customer on several occasions but we were only able to leave voice mails.  We invited the customer to contact us...

directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client.  Thank you Catherine/ Cox Communications Executive Offices/ Arizona

We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer.  However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[redacted].Executive ResolutionsOffice of the General ManagerCox 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 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. [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding outages and their service issues.  It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/3/16 and 10/5/16 to no avail.  Once...

contact is made with our customer we will be happy to assist him.  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

January 14, 2015—Revdex.com rebuttal # [redacted]
We are sorry that the customer does not accept the
information that we provided in our first response to the Revdex.com. 
We currently do not have any new information to share with
the client.  Once we have confirmation
from our Accounting and Collections Department that her request has been
addressed, we will contact the subscriber directly.
We appreciate your patience as we wait to hear the update on
the account.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

I attempted to contact Cox within 5 minutes of their first voice message.  They did not answer or return my call within 24 hours.  I called back a second time and left a message and still no return call.  I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6.  I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7.  Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is.  I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com.  I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox).  Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is.  I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is.  My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution.  So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.

August 6, 2016 Revdex.com# [redacted] We would like to thank the customer for taking the time to file her concerns regarding the remaining internet issues.  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 make contact with our customer and arranged to have a tech visit her home to correct the issues once and for all. Our tech visited the home on 08/03/16 and we were able to confirm with our customer that the issues are now fully 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. Melissa Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding the disputed charges on his account.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon receipt of this complaint,...

we attempted to reach out and speak with the customer on the phone number he provided without success. In addition, we have investigated the account and found the charges to be correct. 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 866-867-7644. Thank You. Thomas 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 service issues. It is certainly not our intention to cause any frustration. We attempted to contact our customer on 9/27/16 and 9/30/16 to no avail.  Because our customer’s...

concerns were service related, we apprised our Field Team Leaders of his concerns and they have reached directly out to our customer as well.  Once contact is made with our customer we will be happy to assist him in getting resolution to his service 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 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