Talty Chevrolet Buick Cadillac, Inc.

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

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

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.

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

[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 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

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

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]

[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,
Valerie L[redacted]

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

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

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

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 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

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

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

We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding credits due her. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we have thoroughly reviewed our clients account and upon speaking...

with Ms, [redacted] we were able to determine she is due a refund of $54.16. We have escalated to our accounting department to assure her refund will be processed as soon as possible and we will continue to be in contact with the customer through resolve. 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. Sharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

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 customer for taking the time to file his concerns regarding the billing for his former Cox account.  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 see that our customer spoke to our Customer Care Center on 5/27/16 regarding their concerns with their final balance and our Care Center was able to able to apply an additional adjustment to bring the account to a zero balance. With this in mind, 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 Executive Resolutions Cox Communications

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