Talty Chevrolet Buick Cadillac, Inc.

[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,
Tina S[redacted]

We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers. In reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service. While we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were made. Should our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her options. Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustments. 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

Thank you for the prompt response. I will update the complaint as soon as I get a confirmation from the Credit and Collections Team, as well as the credit reporting agency.

We would like to thank the customer for taking the time to file her concerns regarding the charges on her account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any frustrations. At the time we received this complaint,...

we had already been working with the customer through other escalation paths regarding the same concerns. We have already explained that the customer is responsible for the charges on the account. The customer agreed that they broke the contract willingly, knowing the charges would be placed on the account. We have also passed along feedback on the interactions the customer had concerns with as well. At this time, we consider the matters closed. 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 [redacted] Thank You. Thomas Executive Resolutions Cox Communications

November 10, 2015Revdex.com complaint# [redacted]We were sorry to hear of the confusion that the customer experienced with their billing and service.Due to the concerns that the customer brought to the attention of your office, we attempted to contact the customer by phone on two...

occasions.  Because we were not able to speak with the customer, we sent an email to the client and provided the details of the investigation in our message.  The customer has our contact information should they decide to get in touch with us.As always, we appreciate the opportunity that the Revdex.com has given to us. [redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   We have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this...

further.    It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and 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 Revdex.com for bringing our customer’s additional comments to our attention.  We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting. Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats.  They have contacted her directly through email and are awaiting her response so reimbursement can be made.  Once again, we would like to apologize for the frustration that our customer has experienced.  Thank you for your time and consideration in closing this complaint.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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 appreciate our customer taking the time to voice their additional concerns regarding their Cox services. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this complaint, our Executive Escalations Department...

spoke with our customer directly on 11/13/17 to schedule a service repair appointment for 11/15/17 to address their connectivity concerns. During this service repair appointment, our technician determined the cause of our customer’s service issues is resulting from a neighborhood maintenance issue which we have escalated to ensure is resolved as soon as possible. Our Executive Escalations Department made another call to our customer on 11/17/17 to touch base following this service repair appointment but were only able to leave a message with their contact information. Rest assured, our company will continue to remain in contact with our customer regarding the status of the repairs in their neighborhood to resolve their concerns.   Lastly, regarding our customer’s interest in Cox Cable service we also arranged a call between our Sales Department and our customer which occurred on 11/15/17. While it appears our customer declined to proceed with adding Cox Cable Television services, we welcome them to let us know if they would like to add this in the future. 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 #[redacted]It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the [redacted] regarding her experience at one of our retail stores.  We sincerely regret the inconvenience that she...

experienced with our company. Upon receipt of this complaint, we were able to verify the promised credit, it has been applied it to her account.  When we were able to speak to our customer we were informed of another incident she had with our retail location since filing this complaint.  We are addressing those concerns and we are confident that we will have a successful resolution.   We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  Thank you for your time and consideration.Jaimi / Executive EscalationsOffice 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 experienced. It is certainly not our intention to cause any frustration.  We have reached out to our customer to address their concerns; however, we were unable to provide an agreed upon resolution. The customer has declined to accept Cox's implementation of data caps though we have explained to the customer how to track her usage on our website Cox.com to ensure she does not exceed the 1 terabyte each month. Our customer doesn't feel it necessary to track her usage each month, because she believes there is no way she is going over the data allowance provided each month. We have also advised her of other data plans we provide that may meet her needs to assure she does not have any further overages.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 and deeply sorry we were unable to successfully resolve. 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

May 6, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced with his account.  Due to the concerns that he brought to the attention of your office, we reviewed his account.  Our records indicate that the equipment was removed...

from the account, and the client has no charges on his ledger for the mini box.  Our records also confirm the customer has disconnected his service and no longer subscribes to our services. Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted].  Thank you for the opportunity to assist the customer. Catherine/Cox Communications Executive Offices/ Arizona

December 16, 2015
Revdex.com rebuttal # [redacted]
We were sorry to hear that our customer was unsatisfied with our
response to your company.
Because we did not reach the client by phone on December 3, 2015,
we sent her an email directly on December 10, 2015, to explain that our sales
agent not only signed her up for the two year PLG (Price Lock Guarantee) but also
applied a temporary 12 month campaign to her account as well.  After one year, the temporary discount ended,
causing her bill to go up by approximately $30.00.  While the customer is unhappy that she is no
longer paying the lower rate as she did on the first year of service, we do not
have the option of reinstating the temporary campaign.  Our agents can only offer our customers what
our Corporate Marketing Department makes available to us.  Our Sales Agents do not have the option of
creating their own campaigns.  We also
advised the customer that the addition of a temporary discount on top of the PLG
is not the norm, so was given the absolute best prices possible for one entire
year. 
The consumer replied to our email on December 10, 2015, and
advised us that she disagrees with our findings and requests documentation to
support the rate change. Because we were
unable to reach the customer or leave a message for her today on her contact
number, we replied to her email and advised her that her May/June billing from
2013 detailed the PLG campaign details, and pointed out which services were
price protected.  While we are no longer
able to print her billing from over two years ago, the details for our PLG is
listed on our website.  The details can
be viewed at www.cox.com/arizona under
policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html
We hope this information has been helpful to your office.  We urge the customer to contact our Customer
Service Department should she decide to make changes to her account.  Our friendly and helpful agents can be
reached at ###-###-####.  Thank you.
Catherine Cox Communications Executive Offices /Arizona

December 7, 2016,   Revdex.com complaint # [redacted]—[redacted]     We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details.    At this moment we have touched base and addressed the customer’s concern regarding his bill. The client has our contact information should he wish to contact us directly to discuss the issue further.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Luis/Cox Communications Executive Offices/ Arizona

Revdex.com Case # 11236049   We apologize for the response to our customer’s original complaint. It is certainly not our intention to cause any frustration. We want to assure our customer that their feedback has been addressed to the appropriate leadership.   We spoke to our customer on 3/23/16...

in response to their concerns. We outlined their options for the Internet packages and attempted to find an appropriate service based on their usage as well as options to upgrade their equipment. During the call our customer declined to make any further changes to their account. While we recognize our customer’s frustrations we have made it clear that no additional compensation would be applicable.   Thank you for your time and consideration.   Jesse W. 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 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her account billing.  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...

listen to the recording of the call from 2/20/16 that our customer referenced in their complaint. Review of this recording found our customer was in-fact quoted $84.06 for 12 months by our Customer Loyalty Representative but due to an error only a six month promotion was added to the account. We discussed the findings from this recording directly with the agent in question and confirmed they were able to speak with our customer on 3/25/16 and assured her once the discount of 35% off ends on 8/20/16 that it will be reapplied for an additional six months to honor the original quote. As an additional courtesy, we have applied an adjustment of $25.00 to the account for the frustration our customer experienced. We truly appreciate our customer’s patience and understanding and 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. George S. Executive Resolutions Cox Communications

Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive...

ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have been working on this email for over 47 minutes now due to the Internet continuing to drop and having to recover the page and loosing data. I received a call from [redacted] at Cox's executive team and she promised me that she would have someone come out and fix the issue and resolve the monies paid in full for a service I have yet to receive. [redacted], a field technician, came out and stated that it was a very low signal and he would fix it. He gave me his card and told me not to contact Cox but to call him directly if it was not resolved. I placed a call on July 30th and left a detailed message on his [redacted] cell number he provided. It has now been now 24 hours and I have yet to hear a reply. I then placed a call to the number [redacted] had provided 623-594-1031 and left a message on her voice mail. I have yet to hear a reply from her after 24 hours. I have a home based business where it is imperative I receive the service I have paid for in full but at no time have I received this service. Now I am receiving harassing calls from Cox stating I owe $32.00 and that my service will be cut off if not paid. Yet not once has either party returned my calls and still no working Internet service. The Internet signal continues to drop EVERY SINGLE TIME I use it, which is over 200+ times per day. The have over $1800 of my money for a service that has yet to be provided. Nothing less than the refund for the funds they have received will be acceptable along with the service connection they have promised since October 2014.
Regards,
Shannon Fox

August 2, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the trouble the client has been experiencing with her service and statement.  Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the service and billing with...

her.  Our Field Team met with the customer to ensure that she is receiving the type of service that she expects, deserves, and pays for.  Our office will continue to work with the client and our Field Team to ensure that all of her account concerns are addressed.    Thank you for the opportunity to address a valued client’s concerns. Catherine/ Cox Communications Executive Offices/ Arizona