Talty Chevrolet Buick Cadillac, Inc.

May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing.  Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...

leave voice messages.  We also sent the customer an email.  We advised the customer that we will need his PIN to disconnect his account.  We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested.  We hope to hear from the customer very soon.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding the pricing on her account as well as the poor experience she had on the phone.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any...

frustrations. Upon receipt of this complaint, we reached out and spoke with our customer. We collected the feedback regarding the poor interactions and have passed that along to the appropriate teams for resolution. We also discussed the rates and services for our products and provided information for the customer to make some changes. We will be following up once they have had time to discuss them. 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

This is a very typical response from Cox, that doesn't take responsibility for their customers.  I have spent 8 hours with technical support BOTH from the residential and business side.  The business side says it is a .net residential account and they can't help, and the residential side says since I have a business account with a .net email they can't do anything.When I reached tier 2 a man called Kia, said my problems were resolved and that he had used the .net email as a dummy email and I would need to set up a .com email to forward my emails to.  He emailed me the particulars of setting up the .com account.  I set up the email account using business support as I was instructed, we ended up in a 3 way call with the residential side again, and spent another 2 hours working on getting my email to work.  Nothing worked.  Last night I started the process again through the business side to begin with, and then another hour with the residential side, and I still can't receive emails or send emails through either account.You may think its OK to just shrug off this complaint with it's a business issue not a residential issue, but I don't think it's ok period, I have been an Cox customer for 13 years plus.  And I can't use my residential email.  I use this account for sending all of my invoices for my business as I have for 13 years.  Since 8/3/2016 I haven't been able to do anything with my invoices.  I wasn't notified that my email had been shut down and I have 3,500.00 worth of invoices that are waiting to be sent.Perhaps that doesn't bother you, but I think that since I haven't missed a payment to you for 13 years that I deserve service that I am paying for.Your response dictates that you don't care, and I will be taking this to the next step which will be filing a complaint through the justice system for financial compensation.Perhaps you think that you have two businesses?  I am only dealing with one.Sincerely [redacted].

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.They havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint 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.  The damage claim in question has been reviewed and...

denied multiple times.  This matter is closed.  We currently have a service visit scheduled for November 22, 2016 and are working with our customer to resolve any service delivery issues that may exist.  We are confident we will be able to 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.  Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting.   Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox 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 their concerns regarding their account billing.  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 their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. In addition to these call attempts we have submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, we were able to confirm that the disputed charge of $60.00 was in fact credited to the account on 10/30/15. Due to the close proximity of the November billing statement being created, this credit did not appear on our customer’s billing statement until the 12/1/15 cycle. As a courtesy, we have also waived the late fee of $8.00 our customer was charged as a result of this dispute. 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. GeorgeExecutive ResolutionsCox Communications

January 18, 2015
Revdex.com complaint # [redacted]—Amanda L[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account and billing.
While the client did not provide a contact number on her
documentation to your office, we did attempt to reach the consumer by...

her home
phone.  While we did not reach her, we were
able to leave a message on January 12, 2016. 
We have also attempted to contact the subscriber via email to advise her
that we can be contacted directly for further assistance on her concern.
As always, we appreciate the opportunity to assist a
customer. 
Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their account and services.  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 their services, we did attempt to reach them at the telephone number they provided to us [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account.  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. GeorgeExecutive ResolutionsCox Communications

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of our office we reviewed the call in question to verify the...

promotion that was offered.  From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error.  To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires.  When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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

We would like to thank the customer for taking the time to file his concerns regarding the equipment and billing 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...

reviewed the account and we were able to confirm the modem in question was returned and removed from the account on 2/29/16. Once the equipment was removed from the account, the associated unreturned equipment charge of $108.60 was also removed on 2/29/16. We see that our customer spoke with our Customer Care Center on 3/18/16 who confirmed his account refund balance and assured him of the timeframe in which he can expect to receive this. Generally, once an account refund is processed it will be received within 1-3 weeks. Our review of the account shows the first portion of the refund ($48.54) was processed and mailed on 3/8/16, and the remaining $57.76 will be processed and mailed within 5-7 business days. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive ResolutionsCox Communications

I was quoted a price of $129 a month when I requested changes to my service and I got several different prices when I got my bill and called customer service. I should have gotten that price that I was quoted in February but now I have to pay $150 a month and poor at that.

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 do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this. 
Regards,
[redacted]

August 17, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with our response to her original complaint. We contacted the customer again and advised her that we need support for credits to her account, and gave her the option of faxing or emailing us the documentation which verifies the missing payments from her account.  Once we receive the paperwork that verifies a payment was taken from her account, but not applied to her billing, we will be able to apply credits.  As always, we appreciate the opportunity to assist a valuable customer, thank you. [redacted]/Cox Communications Executive Offices/ Arizona

March 6, 2017—[redacted]   We were sorry to hear of the confusion that the customer has experienced with his billing.  Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to...

him.  We will continue to work directly with the subscriber on the matter at hand.      We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month.  On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill.  It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than 60 days from the due date indicated.  As a courtesy, we applied a credit of $204.00 to the customer’s account, which is equivalent to one year of charges for two boxes.    As always, we appreciate the opportunity to address the concerns of a valued client.  Thank you.   Catherine/Cox Communications Executive Offices/ Arizona

June 13, 2016—Revdex.com complaint # [redacted]—[redacted]   We were sorry to hear that the customer was not satisfied with our first response to your office.    As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund.  We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber.  The customer may choose to dispute the payment made through her financial institution.   We hope this information is sufficient for closure of this complaint.  Thank you.   Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client.  We have contacted the customer directly to address their concerns.  Our Field Supervisors reached directly out to our customer and they informed him of the...

time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

[redacted]—Revdex.com rebuttal # [redacted]
We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.
While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.
We hope this information has been helpful for final closure to the client’s concerns.
Catherine/Cox Communications Executive Offices/ Arizona

We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that approximately 2% of customers will exceed the monthly amount of data included in their service plan). Cox offers a variety of ways to assist customers in monitoring their data usage by logging into their Cox.com accounts and selecting Internet Tools. Alternatively, for a more general outline, they can go to www.Cox.com/datausage.   Based on this customer’s usage history, we do anticipate them to be affected by the charges. To help our customers get accustomed, they will be provided a grace period starting with their July statements. They will not be charged if they exceed their data plan during the first two billing cycles.   At this time, we have attempted to make contact with our customer twice to better explain this information but have been forced to leave voicemails. These have contained our contact information should they wish to discuss the complaint further.   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. ThomasExecutive ResolutionsCox Communications