Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file her concerns regarding her account billing.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause them any frustrations.
 Upon receipt of this complaint we were...

able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. 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 [redacted]
Thank You.
GeorgeExecutive ResolutionsCox Communications

April 4, 2017—Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with his account billing.  Due to the complaint filed with your office, we attempted to reach the client by phone to discuss his concerns and answer his questions. ...

While we did not reach him when we called, we did leave detailed messages with our contact information.  The customer also contacted our Corporate Office and spoke to our Customer Relations Team on April 3, 2017, who assisted the client with his billing questions.   As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding their 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 were able to speak with...

our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed.  We are confident the issue at hand has now been addressed. 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 [redacted]
Thank You. George Executive Escalations Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the pricing for her services.  Please let me begin with an apology for any inconvenience she experienced.  We certainly did not want to cause her any frustrations.After receiving this complaint, we...

investigated the customer’s concerns, starting with the call she referenced with our Customer Care Agent and the price quote of $32.99. On that call October 4, 2017, our customer was advised and agreed to the monthly rate of $54.99. This was after the agent advised of a recent increase in rates for the level of internet service she subscribes to of $2.00. As a courtesy, our agent applied a credit to the account which brought the balance to $32.99 for that month’s statement only.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.ThomasExecutive ResolutionsCox Communications

I was contacted by the business directly which I thought it was not supposed to happen, I thought they were to contact Revdex.com first to give a resolution. All I was told is the EXACT SAME THING, we can’t change the due date because you have some type of promotions on your account. So no it’s not an acceptable resolution, I am still not happy with being told the same thing. I do not want to be contacted by the business again directly any responses to the resolution please I want them done through Revdex.com. All I need is a due date change to the 15th or 20th. I don’t know why they can just do that. Thank you

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. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

February 9, 2016 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve.  The customer has...

our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona

t representative should have advised me of the price change, promotional rates and cancel fee prior to setting up my account . Had I been advised of this information I never would have signed up for COX services. Consumers should be aware of all these changes prior to setting up COX services. Thank you

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 and...

verified that they have received their refund check.  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

Good Morning: I am in receipt of the Revdex.com letter dated February 14th with comments from Cox regarding the above reference claim. I am not in agreement with his assessment of the situation.  My husband and I signed up for service with Cox and were very plain that we did not want our security attached to the internet.  I have internet service thru my cell phone provider and did not want to pay more.  We have security in Alaska that runs through a cell phone and it works great. At first Chris told us we had to have internet and when my husband told him we did not want the security system then, he called someone and said they could make it work.  We then went forward.  Over time, we had many issues with Cox billing system.  They seemed never to get it quite right and we would then go to Matt Pendleton at the Surprise store and he would get the bill straightened out and a month or two later we’d do it all over again. All of this time, though, they never charged us for internet.  Then last, I believe October, we began getting a bill for internet equipment not returned.  A niece had returned our TV equipment.  We did not know we needed to return anything else. At this point they began harassing us.  I would explain we did not know we had the equipment and would gladly return it when we got back but we were in Alaska and physically it was impossible to return the equipment.  We spent hours on the phone with them.  One month I think someone was able to get it deferred and the next month it was right back.  I asked that they just defer it unitl we got back in January and we would immediately bring the equipment back.  They called us daily and kept insisting.  Finally , they said they would turn off our system if we did not pay for the equipment.  At that point after hours and hours of arguing with them and trying to get someone to be reasonable, I told them “Fine! I am sick of dealing with you anyway!”  No one reminded me of the contract.  I should have considered it, but after months of frustration, it was a little difficult to think.  We always pay our bills.  We have excellent credit and would go hungry rather than not meet our obligations, but when someone does not fulfil their part of the deal, we believe that is justification to void the contract.  I hope you can do something so no one else has to deal with this frustration.  I fear you will have difficulty as one never seems to be able to talk to the same person, they transfer you from one department to the other and no one seems to be able to help and then it all starts over again. We appreciate any help you can give us. Thanks. Barb B[redacted]

July 7, 2016   Revdex.com complaint # 11544430—[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...

details.    At this moment we have resolved the customers billing concern in a satisfactory manner.  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 Tell us why here...

August 24, 2016—Revdex.com complaint rebuttal # [redacted]-- [redacted] We are sorry that the customer was not satisfied with the response that we sent to your office on August 17, 2016.  The client’s additional concerns and documentation have been sent directly to our Damage Claims Team as well as the Management Group at Ver Tek. A second complaint has been filed and the customer’s concerns have been duly noted in our office.  Because specific and PIN (personal identifiable information) cannot be posted in the Revdex.com’s publicly viewed website, our response to your office is limited. We do suggest that the customer contact our Damage Claims Department or Ver Tek directly to discuss regarding the concern at hand.  Thank you for the opportunity to respond. [redacted]/Cox Communications Executive Offices/ Arizona

April 14, 2016—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing regarding his account and service rates.  Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on his...

account.  Our records confirm that the subscriber contacted us by phone on April 13 to inquire on transferring service to a new address.  The client was hot happy to hear that the BULK apartment discount he is receiving at his current residence is not offered at a his new address.  While the complex he is currently living at offers some cable TV and Internet as part of the amenities, many apartments and no single family homes have this option available.  While we would love to offer the same discounted rate at every service address, the apartment complex that the customer currently lives in has a contract with our company to supply these services as a benefit to residing in their complex.  Notes on the account indicate that one of our Customer Service Supervisors explained this to the customer on the phone on April 13, 2016. We hope this information has been helpful to your company as closure to this complaint.  Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

I am writing in response to the email I got regarding closing my complaint. Unfortunately, I had not seen your correspondence until today.I got a call from the lady Catherine (in the email below) from Cox and she advised me that she will get back to me after checking with their Receivable Management Team. I still haven't heard back from her since. I am not sure whether her non-communication means the matter was resolved in my favor.Sincerely[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,
[redacted]

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this complaint, we have found that following the submission of this most recent rebuttal, our Field Services Department has completed additional repairs as of 11/19/17 which we do believe has resolved the issues with their Internet connection. Should our customer have additional concerns regarding their connectivity following these repairs we welcome them to contact us at the telephone number we provided them with and we will be happy to assist them further. Additionally, while we appreciate our customer’s feedback regarding the prices quoted to add television services, at this time the pricing they were provided is the best available for their account. Should our customer change their mind on the services discussed with our sales agent, they can contact our Sales Department Directly at ###-###-####.   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 would like to thank the customer for taking the time to file their concerns regarding their billing.  It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns brought to the attention of your...

office.  Our customer was upset because she had a promotion that recently expired on her account for $50 off per month.  As a courtesy to our long standing customer we were able to honor her original monthly recurring charge for an additional 12 months.  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

We would like to thank the customer for taking the time to file her concerns regarding the billing for her Cox account. 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 have reviewed our customer’s account to gain a better understanding of our customer’s concerns. Following our research, we found that they have spoken at length with our Customer Care Center on both 8/21/16 and 8/22/16 regarding the recent increase experienced in the monthly billing, the concern with the rental fee for their cable receiver, and their automatic payments. Review of the account notes indicate that during these recent calls to our company our customer was notified that the increase was the result of a promotional discount which expired on 7/07/16 in addition to being advised that the rental fee for our customer’s cable receiver is billing correctly. Additionally, we are able to confirm that our customer’s Cox EasyPay enrollment has been canceled per their request, in addition to the account being reverted to paper billing statements. While we understand our customer’s frustration, we are confident that our company has made a genuine effort to assist our customer and thoroughly explain the recent changes in their billing. 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 [redacted] Thank You. [redacted] Executive Escalations Cox Communications

Thank you for your automated response that most closely matches the words used in my complaint, it was absolutely useless! Your response in no way addresses my concerns. I admit we are a high tech family and between my children, wife and I we use easily more than 1TB a month, an arbitrary number you have changed multiple times over the years. I do not appreciate being belittled by being told we are the abusive 1%. I am happy to pay for the service I use at a fair price, but I despise overages and a variable bill. You should not be enforcing any cap when you are not providing an option to pay for a set higher limit or to be exempt from the cap. This is extortion and does nothing to but stifle innovation and progress in the name of profit. Laggards will be left behind in the technology world... Don't be the cassette tape!

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,
E[redacted]