Talty Chevrolet Buick Cadillac, Inc.

What about all the time I spent trying to get my bill fixed that cox had no answers as to why it was changed? And my 2 trips to the service depot in Gilbert? No deduction of bill for my wasted time due to their problems? I spent 6 hours on the phone and 2 hours at their store. All for a problem that was Cox fault and they just apologize? Not acceptable.

Revdex.com Case # [redacted]   We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.  ...

Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period.   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 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 the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and assure her that...

the refund will be mailed to her in a timely manner. 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 former Cox account and experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any...

frustrations. Upon receipt of this complaint we see that our Customer Care Center has shipped the return packages our customer has requested to the appropriate address as of 2/15/17. Additionally, we will ensure our customer’s feedback regarding the agent they first spoke with is addressed with the appropriate company leadership. 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

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574.

Revdex.com #1[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. When contact was made with our customer, we extended 2 separate promotional offers, both of which our customer declined.  We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately.  This was done to honor the promotions our office extended to them.  In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service.  Their current discount is in effect until April 1, 2017.   Thank you for your time and consideration. [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer.  We appreciate the additional feedback that has been provided.  We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / Executive Resolutions Office 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 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. 
[redacted].Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

August 31, 2017 Complaint # [redacted]   We are sorry to hear of the service issues that the customer experienced. Due to the concerns that the customer brought to the attention of your office. We contacted her directly.  After speaking with the client, we coordinated a visit...

with our field team. They were able to correct the problem and we applied credit for the substandard service she experienced.   As always we thank the Revdex.com for bringing this issue to our attention.   Thank you, Dani Cox Communications Executive Escalations

Cox Communications offered a refund of 35% of the original amount. I have requested that they break down the $619.90 refund of the $1,750.81 in dispute. Cox Communications billed and collected a total of $1,750.81 for services they did not provide and have confirmed they did not provide. They have not taken responsibility of their double billed services and stated it is my fault. All past continues I have utilized discontinue autopay immediately after service is terminated. Cox Communication does not terminate Autopay and hopes the customer does not do so either. By doing this, Cox Communications unethically continues to collect funds for services not rendered and denies such reimbursement. Sincerely, [redacted]

We reached out and were able to speak with customer shortly after the rebuttal was submit. After receiving the information the customer had to provide specifically about the rebate, we were able to confirm the customer did qualify. The rebate card will be delivered within the next 7-10 business days. After advising the customer of the information, they had no further questions or concerns.

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 (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter 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 research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. 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

[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
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,
Jonatan F[redacted]

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 would like to thank Mr. A[redacted] for taking the time to file his concerns regarding his bundle pricing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.I spoke with Mr. A[redacted] on 10/30/2015 and after a...

thorough investigation determined we could make the appropriate changes to his account.  We worked diligently together to find a solution and he is satisfied with the outcome.  We appreciate Mr. A[redacted]’ choosing Cox Communications for all his entertainment and communications needs,

Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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

Cox did call me and they agreed to provide me with a $50 credit for the installation charge.  As of today 1/22/16, that credit has not been applied to my account.  I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service.  Very unsatisfied with Cox customer service and follow up.

We would like to thank the customer for taking the time to file their concerns regarding the billing for their Cox account.  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, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found our customer spoke with our Customer Care Center on 9/20/17 and successfully lowered the level of service to our Starter Internet services. We are able to confirm that the initial billing statement was $72.56 due to an installation fee of $20.00 plus tax that was billed. As a one-time courtesy, we have also waived the installation fee that was billed. 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. Thank you. George Executive Resolutions Cox Communications

Revdex.com Case # [redacted]   The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns.   Sincerely,  Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region