Talty Chevrolet Buick Cadillac, Inc.

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 At this time, we do see the account in question is no longer active and the Cox equipment in our customer’s possession can be returned to any Cox Retail location to avoid unreturned equipment charges.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

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

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]

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

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

April 27, 2016 Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer has experienced with email.  Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her.  Our Tier 2 Leadership...

has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with us. As always, thank you for the opportunity to assist a valued customer! Catherine/ Cox Communications Executive Offices/ Arizona

Following our original response February 2, 2018, the customer reached out via email to us. At that time, it was advised that to complete his request for the disconnection of his services, we would need to authenticate into the account. We are unable to make changes to services as he requested in his initial complaint without this verification. This information was provided to him February 5, 2018. We look forward to hearing from the customer and completing his requested account changes. 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 ###-###-####. Thank You. Thomas Executive Resolutions Cox Communications

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

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 find it disturbing that Cox writes of "transparency" while their website still states only that a DOCSIS 3.0 modem is required (which I have), no mention of 8x4 (see attached) and their site reported during my upgrade that my existing modem was sufficient. It seems their goal is still to sell the upgrade THEN deliver the bad news (and underperformance). I would appreciate their paying for the modem upgrade they're now telling me (and still not telling other customers) is required.

[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,
Kathy B[redacted]

We would like to thank the customer for taking the time to file their concerns regarding their Cox 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 listed on their account 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 services.   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 Resolutions Cox Communications

Revdex.com Case #[redacted] We are sorry to hear our customer has been negatively impacted by technical issues with Cox Internet services. We have reached out directly to the customer and scheduled a service call to address and resolve the issues. The customer will be contacted after the service call to...

ensure we have successfully resolved the issues. Thank you for your time and consideration. [redacted].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.Upon receipt of this complaint, we were able to...

speak with our customer on 10/13/15 regarding her concerns. We explained to our customer that the experience she had with our Care Center and field technicians is something we take very seriously and assured her this feedback will be addressed with our leadership team.Additionally, we confirmed that our customer did speak with our Customer Care Center on 10/12/15 who did work to lower our customer’s monthly rate as low as we possibly could, as well as applying a manual adjustment for the disputed Cox Service Protection Plan charges. We completely respect our customer’s frustration in that the rate we were able to provide her on 10/12/15 was not exactly what she was paying before, but we would like to express that we have done everything we possibly could to assist her in this matter.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

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 are sorry to hear of the difficulties that...

the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her concerns. We were able to review her account and the phone call with our Care Agent that she referred to and have found no validity to her claims of a credit owed to her.  The balance owed and collected was accurate for services rendered.       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. [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.
We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.
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 contacted the customer directly to address...

their concerns and are working 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.  Sharon H 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 his account billing.  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 found that our...

Executive Escalations received this same complaint via an e-mail that was sent to our Company President on 6/1/16. Review of the account indicates that our Executive Escalations Department was able to locate the missing payments and have them applied to the correct account, in addition to waiving all late fees and reconnection fees that were billed to the account as a result of the missing payments. In addition, this information was shared directly with the account holder on 6/1/16 who confirmed with our Executive Escalations Department that the issues had been resolved to their satisfaction. 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 Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.   We have contacted the customer directly on 10/18/16 to address their concerns. While there is currently a pending rebate scheduled to be delivered to the customer, we...

provided our direct contact information and advised we will follow up to ensure she receives the rebate without any further issues. In the meantime, we will thoroughly review this matter internally with our Rebate Department.   Again, we apologize for any inconvenience our customer has experienced but we are confident we will be able to provide a successful resolution.   As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.   [redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region