Talty Chevrolet Buick Cadillac, Inc.

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

My wife and I are very saddened and upset that COX does NOT put their customers first! Cox in our eyes is a MONEY HUNGRY company! How dare you want to charge us $80 for JUST INTERNET! When on your website you are offering JUST INTERNET FOR $55?? WHY WONT YOU put your CUSTOMERS FIRST and oblige with only charging us the $55 a month for JUST INTERNET... Unfortunately your company is the ONLY company in our area that we can get internet from. If we could we would get CenturyLink who are offering their Customers ONLY INTERNET for the low price of $29.99. It shows how CenturyLink does NOT rip off their customers. Cox already has a bad wrap. Why wont you put your Customers first?? We are only asking for JUST INTERNET for $55.

Revdex.com Rebuttal #[redacted] We would like to thank the customer for bringing their additional concerns to the attention of your office.  We performed a thorough review of our customer’s account and we were able to confirm that there was no access or authentication on her account to confirm that she contacted us for disconnection of services.  Because we are required to authenticate disconnection of services with verification of the PIN on the account, any change of service or disconnection request would be automatically documented in our system.     While we understand our customer’s position, we do not have support to issue a credit for the balance on her account in the amount of $70.22.  As stated in our original response, there is not any documentation that our customer contacted us to disconnect her services before obtaining service with another provider. We would like to thank the Revdex.com for their time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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]

We would like to thank the customer for taking the time to file her concerns regarding the final charges on her account.  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...

attempted to reach out and speak with the customer without success. We’ve left our contact information on both voicemails. 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 1-866-867-7644. Thank You. Thomas Executive Resolutions Cox Communications

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company. While we recognize that the advertised rate for new subscribers is favorable, we must be transparent in stating that we cannot always provide these offers to existing services....

Please know while we are willing to discuss what other options may be available to our customer, we cannot provide the requested promotional rate.   Thank you for your time and consideration. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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]

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!

[redacted] did follow up with me by phone on 9/1/2016. However she advised that she would be sending me an email directly with the further details on exactly how they plan on crediting us. I would be able to correspond with her via email and provide documents we had spoken about. I have not received this email or a call back in regard to the voicemail left, concerned about not receiving this email. On the phone 9/1/2016 we also discussed that we have been paying for service at least 150 mbps. After their temporary line was installed a computer plugged straight in to the modem was only testing at 30-35 mbps. We had also called prior to 8/10/2016 to report slow service. I am concerned that they have been charging us this whole time for service that they cannot provide. The possible 60 days to lay a permanent line, is that 60 days from 8/10/2016 when we first reported this issue? What do we do if when the permanent line is installed we are still not getting the mbps that we have been paying for? Our bill usually charges soon. Are you going to be charging us? Our online account says $0.82 is due, with a $96 credit applied on 8/17/2016. However you charged us $92.58 on 8/13/2016. Will this August amount be refunded? Will we not be charged again until our service is restored to what we have been paying for?

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

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

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

still have issue and today it went out again twice in one day... So I ask you what kind of service that provide that kind of business?  I have not this much trouble with internet in the past since I got this provider and this the worst provider.  This much outage in one day and weeks

September 5, 2017—Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing on his account.  Due to the concerns that the customer brought to the attention of your office, we attempted to reach him by phone.  While we did not speak...

directly to him, we were able to leave messages and invited him to call us back directly. Review of the account confirms that a payment was rejected, and the $25.00 returned payment fee was charged to his account.   Our records confirm that the $25.00 returned payment fee was deemed valid, and not removed from his billing.  Our records also show that the customer is receiving a discount on his service; the ala carte rate would be $87.99 per month, without a promotion.  Due to the campaign that the customer is enjoying, his current monthly rate is $69.99.  We hope this information has been helpful to your office.  We hope the customer chooses to call us back directly and we will be happy to further investigate and discuss his concerns.  Catherine/ Cox Communications Executive Offices/ Arizona

[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,
John D[redacted]

We would like to thank the customer for taking the time to file their concerns regarding their rebate.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
Upon receiving this complaint, we...

contacted our Marketing Department who has now assured us our customer’s rebate has been expedited and we expect our customer to receive this within two weeks. After receiving this information, we were able to speak with our customer directly on 12/8/15 to inform him of the status. We have set up a follow-up call for 12/22/15 to check in with our customer to ensure he has received his rebate in addition to providing him with our direct contact information should he have any concerns regarding this in the interim. 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

September 9, 2016—Revdex.com complaint # [redacted]—Josephine A[redacted]   We were sorry to hear of the confusion that the customer experienced regarding her account and billing.  Due to the concerns that she brought to the attention of your office, a thorough review has been completed on the...

account.  The customer states that she was never advised that her first year of service had promotional discounts, and is requesting us to decrease her monthly rate.   At the time the customer signed up for service, the agreement was set up for a 2 year PLG (Price Lock Guarantee) and the information and details of the service contract were included on the August 11, 2015 billing.  Page 2 of that billing statement included this verbiage—“You are receiving a promotional discount off your price protected rates. Your price protected rate, noted below each discounted service, will take effect at the end of the promotional discount period.   Page 2 of the bill also stated--IMPORTANT NOTICE. Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill.   Should the customer wish to view the August 11, 2016 billing information in full, she may access up to 18 months of her statements online at www.cox.com.    We hope this information has been helpful to the customer as well as your company.  For any other questions with her service or billing, the client may contact us at 866-867-7644.  Thank you for the opportunity to address the concerns of the customer.   Catherine/Cox Communications Executive Offices/ Arizona

[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 11595035, 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]

This is the same bull they always provide.  There should not be any data caps to our internet.  We pay enough as it is for internet service.  Not everyone likes the programming for cox tv so a lot of people do stream from [redacted].  So how many people do you really feel will stay under the limit you have placed?

We would like to thank the customer for taking the time to file his concerns regarding his damage claim.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receiving this complaint we made contact with...

our Damage Claims Department who were able to speak to our customer directly to schedule a time for us to visit the home on 12/9/15 to complete the requested repairs. Upon completion of these repairs, we were able to speak with our customer on 12/10/15 and confirmed that the work was completed to our customer’s satisfaction. 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 [redacted]
Thank You.
[redacted]Executive ResolutionsCox Communications