Talty Chevrolet Buick Cadillac, Inc.

Revdex.com Case #[redacted]   We are sorry to hear of the internet service issues our customer has experienced.    We scheduled to have a field technician go to our client’s home on January 31, 2016, to address the issues brought to the attention of your office.  Once we are able to...

make contact with our customer to follow up from his recent service call we can address any further concerns he may have for a successful resolution. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company. 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.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

did not honor original terms. Offered no discount to satisfy the poor service.

February 3, 2017--Revdex.com complaint# [redacted]—[redacted] We were sorry to hear that the customer is unhappy with the cost of his services.  Due to the complaint filed with your office, we contacted the client directly to address his concerns.  We have advised the customer that our Sales...

Department will put him back on the package that he signed up for in October, which is Starter cable/app only, with the campaigns.  We also agreed to backdate and adjust his billing to the lower rate for him as well.  The customer has our contact information so he may call us directly with questions.  This promotion lasts for one year.  We hope this information is sufficient for closure to the concerns that the client brought to the attention of the Revdex.com.  [redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding the fee she was recently billed for our Cox Tech Solutions service.  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 were able to confirm that our customer was billed a fee of $99.99 plus tax for technical assistance provided by our Cox Tech Solutions team on 5/09/16. However, we do see that after speaking to our Customer Care Center on 6/28/16, an adjustment was applied to the account to offset the $99.99 charge that was billed. This adjustment will appear on our customer’s next monthly billing statement. We will also work to ensure our customer’s feedback regarding the experience with our Cox Tech Solutions Department is addressed with the appropriate leadership. We genuinely apologize for any frustration this fee may have caused and we truly hope this adjustment resolves the matter at hand for our customer. 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 Resolutions 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,
Sindy A[redacted]

Revdex.com:
First, I wish to state that I was contacted directly by a member of Cox Communications. That was something I was not expecting. The gentleman I spoke with - at length, was courteous and knowledgeable. Secondly, I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution satisfactory.  I consider this complaint resolved.
Regards,
Larry S[redacted]

I have not received any call or message please contact me at [redacted]
 A

June 19, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer recently experienced with our company.  Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss the situation....

We removed the install and service call fee from the account and the feedback regarding the technician has been forwarded to the appropriate Leadership.  The customer was happy to receive our call and satisfied with the action that we took. As always, we appreciate the opportunity that the Revdex.com has given us to address the clients concerns.  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

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.  Dani G. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

[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]

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.See attached.
Regards,
[redacted]

April 11, 2017—Revdex.com complaint # [redacted] We are sorry to hear that a customer is displeased with his pricing for our services.  Due to the complaint filed with your office, a thorough review was completed on the account. Our records indicate that the client has enjoyed 13...

promotions on his account since 2013.  The customer is currently receiving $58.99 in discounts to the normally charged rates for services.  The subscriber currently has two temporary campaigns on his account that will last through April of 2018.  At that time, the customer is welcome to contact us and change his services to meet his needs and his budget. While we always offer temporary discounts to our current valued customers, these attractive promotions do not last indefinitely. We hope this information has been helpful in providing closure to this concern.  Thank you for the opportunity to assist. Catherine/Cox Communications Executive Offices Arizona

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

July 8, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing.  Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact...

information for further questions on this matter.  The customer state in her complaint that she was not advised of the difference in price on the levels of data service.   We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation.  The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99.    This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer.   We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year.  As always, we appreciate the opportunity to assist a valued customer.  Thank you.  [redacted]/ Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file her concerns regarding their rebate. 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 escalated the issue with our...

customer’s rebate to our Marketing Department who advised us they have expedited our customer’s rebate processing to ensure it is mailed as soon as possible. We were able to speak with our customer directly on 7/15/16 to advise her of this and to assure her she can expect to receive this rebate in 10 business days. We will also continue to remain in contact with our customer until we are assured she has received her rebate. 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

I do not accept this response because we spoke to them about the billing and found their math to be unsatisfactory. They also have no documentation to prove that automatic bill pay was authorized because it does not exist. Which is why they will be unable to provide such documents to show my consent to automatic bill pay. We did not respond to their phone calls because they were unwilling to fix their mistakes in the first place. The unauthorized addition of cable TV to my account is just more proof of their willingness to make changes to my account with out my consent or knowledge of them doing so. They expect people to pay for fees regarding equipment they never ordered nor wanted. That is illogical and incompetent on their behalf. I have lost all faith in cox communications as a business with integrity and ethical business practices.

We would like to thank the customer for taking the time to file his concerns regarding his monthly rate for services. 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 reviewed the...

account notes, and discount history to gain a better understanding of our customer’s concerns. Review of the account found that from September of 2013 to October of 2014 our customer was provided our Bronze Bundle promotional pricing which included a monthly discount of $56.98. Additionally, our customer was provided a discount of $25.00 off per month from April of 2015 to May of 2016, which unfortunately did result in a higher rate once the discount expired. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. However, when considering the previous discounts our customer has received, in addition to the current monthly discounts of $16.26 still remaining on the account, we do feel that we have been very receptive and flexible regarding our customer’s concerns with price throughout their tenure with us. While we recognize that the rate our customer previously had or rates seen in our advertisements for new installations may be very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired nor is it a standard practice to refresh discounts each time they expire. Should our customer have concerns with their pricing we absolutely welcome them to discuss many of our lower priced packages with our Customer Care Center. 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

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced.  Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/16 to order...

services. Our review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their order. Additionally, we found that our Sales Representative did disclose the $100.00 installation fee and advised the customer that our technician would activate the outlets during the installation. We do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installation. We would like to assure our customer this feedback will be addressed. Regarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/16. However, we found that between the installation and disconnection dates (2/11/16 to 3/17/16) there was only one call made to our Customer Care Center on 2/22/16 to discuss an issue with speed. While we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of service. At this point, the final balance of $245.70 is valid and will need to be paid. 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 S. Executive Resolutions Cox 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 have contacted the customer directly to address their concerns and a work order has been scheduled for a tech to be dispatched to their home on December 30, 2017. We are hopeful the issues will be resolved at that time. The customer has our direct contact number should there be any further issues moving forward.  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 HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region