Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file his concerns regarding her payment reimbursement.  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 reviewed...

the account notes, and previous refund requests. Review of the account found that from there was a refund request completed on May 23rd, 2016, however it had been denied because there were pending charges on account for service from May 20th to July 7th. We did contact our receivables management team and were able to approve the customer’s refund of both 99.00 and 43.00. We have spoken with our customer directly as of 06/13/16 to advise her of this information and confirmed that the refund had been returned to her visa card on 06/17. We are confident that the customers issue has been resolved.   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 L[redacted] Customer Resolution Specialist Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their negative experience regarding her monthly rate. It is certainly not our intention to cause any frustration. We contacted our customer on February 5, 2016 to discuss the concerns she...

brought to the attention of your office.  Although our client had chosen to end her relationship with Cox, we were still able to offer a solution that we feel she was satisfied with. 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

July 25, 2016   Revdex.com complaint # [redacted]—[redacted] [redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet service.  Due to the concerns that the client brought to your attention, we engaged our field leadership to...

address the technical difficulties.   We are currently working on performing the necessary repairs to the customer’s services.  At this moment the customer is aware of the repairs being made and the time frame expected for this repairs to be completed.  We will continue to work together with the customer towards a satisfactory resolution. The client has our contact information should he wish to contact us directly.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Luis/Cox Communications Executive Offices/ Arizona

Hello,They have tried one time to contact me and then I called them back at the number they left me and left a message for them and they have not responded back, I work M-F 8-5 and Sat 9-1. The message they left did not give a name for me to ask for and the number I called went right to a message center.  [redacted]

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

Revdex.com #[redacted] Thank you for bringing the customers additional comments to our attention.  While we are sorry our client is not satisfied with the answers one of our Home Life Supervisors provided to him, we are not able to offer him the functionality he is requesting.  If the customer would like to speak to our Home Security Team, he may call us directly at [redacted]  Our friendly and knowledgeable Home Life billing agents are available to assist Monday – Friday 8 am – 8 pm and Saturday 9 am – 6 pm.  Thank you for your time and consideration.      Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate our customer taking the time to voice her additional concerns regarding her account. We certainly do not want to cause our customers any frustrations.
While we absolutely understand our customer’s frustration, we must explain that we were already able to speak with our customer on 9/8/15 regarding the same issues submitted to us via an Attorney General complaint. During our conversation with our customer we were able to address her frustrations and also confirmed that she had been appropriately compensated for the issues that occurred in the form of credit for all fees incurred from this returned payment as well as a credit for one month of service for the inconvenience. While we respect our customer’s views and frustration on the subject, we do feel that we have been very reasonable in our efforts to ensure the issue was resolved and that our customer received adequate compensation for their frustration. 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

It is unethical to not discuss promotional pricing with a customer until after the fact.  Promotional pricing should have been discussed when the original pricing was given.  That way I could have known the pricing had an expiration date and acted upon that expiration date.

May 18, 2016—Revdex.com complaint # [redacted]—Jef [redacted] We were sorry to hear that the customer was unsatisfied with our response to the client’s first complaint filed with your office. As we stated in our original reply, there is a *$50.00 fee for a technician to come out to the subscriber’s home to activate or relocate an outlet for the customer.  We would like to point out that company operates on the same pricing guidelines for all of our systems throughout the country. For assistance with scheduling a change of service or a service call, we suggest the customer contact our Technical Support Team for help.  Our Technical Team can review and advise the client if there will be a charge associated with a visit to the home.  This group is available 24 hours a day, seven days a week, and 365 days of the year.  We can be reached at 623-594-1000.  While we always appreciate the opportunity to address customer’s concerns via the Revdex.com, we cannot guarantee that the customer will not have charges associated with a visit to the home.  We hope this information has been helpful to your office.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona *rates subject to change

March 7, 2016 Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your office. While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment.  Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department.  If payment is not made as promised, the service is shut down via our system.  Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted].  We hope this additional information has been helpful to your office.  Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing.  Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist them. After a...

detailed conversation with the clients, we have connected them with one of our Supervisors for assistance.  We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves.   As always, we appreciate the opportunity to assist our customer.  Thank you! [redacted]/Office of the General Manger/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,
Bryan F[redacted]

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 listed on the account to address these issues on 2/8/18 and 2/9/18 but we were unsuccessful. While we were unsuccessful in speaking to our customer directly, we have conducted a research of their account to gain a better understanding of their concerns. After review of the account, notes, and repair appointment history we regret to inform our customer that we did not find adequate support for their claim of ongoing service issues and a request for one year of service adjustments. At this time, we do see the account in question is no longer active and the Cox equipment in our customer’s possession can be returned to any Cox Retail location to avoid unreturned equipment charges.   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

March 1, 2017—Revdex.com complaint --  Rabie Hagag We were sorry to hear of the confusion that the customer experienced with his billing.  Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss.  The customer advised us to reply to...

the Revdex.com with the details and resolution to his concerns.  After a thorough review of his account, we determined the correct final balance owed on his account is $31.58.  Credits were applied to his account to honor the correct disconnection date, and a late fee was credited as well.  Thank you for the opportunity to address these concerns. Catherine/Cox Communications Executive Offices/ Arizona

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 consider the issue resolved at all. Yes, Cox Communication contacted us and showed us that the internet is working at the time of the call, however that was not what we disputed. We disputed the loss of service for 2 weeks. The company has done nothing to resolve that problem. The company was unapologetic and took no responsibility for the sub par service.
Regards,
[redacted]

After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,
[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with her service. It is never our intention to cause frustration. We are working directly with our customer on the issues that were brought to the...

attention of your office. We do understand the frustration our customer has endured and we are committed to work with her to provide a successful resolution. Thank you for your time and consideration.JaimiExecutive 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. 
Sharon H.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

July 5, 2016--Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty that the customer described in his complaint to your office. Due to the concerns that the client brought to the attention of the Revdex.com, we requested our Field Leadership Team contact the customer directly to...

resolve his issues.  On June 27, 2016, we confirmed that all of our services were working well at the home, and our technician gave his contact information to the customer for further concerns on this matter.  While we were not able to verify the missed time frames for service that the customer spoke of, we did apply a one month cable credit to his account, and we removed the fee normally charged for upgrade of service.  We hope this information has been helpful to your office.  As always, thank you for the opportunity to assist a valuable client! Catherine/Cox Communications Executive Offices/ Arizona

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your experience with transferring your service.  On behalf of Cox, I would like to extend an...

apology to you as this is not the level of service we have built our reputation on.As a result of your experience, I have applied the $150.00 credit to your account.  This credit will reflect on your next billing statement.  Unfortunately, I was unable to review the call however, I will be sure to send feedback in regards to our lack of follow up.Again Ms. [redacted] I apologize for any inconvenience we may have caused you and your family.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional Manager[redacted]