Talty Chevrolet Buick Cadillac, Inc.

Cox would like to thank the customer for contacting the Revdex.com so we can have a chance to address their concerns. We apologize for the frustration that the customer has experienced with our company.  It is never our intention to cause trouble for any of our subscribers.   At this time, we...

have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns.   If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted].   Thank you, Thomas Executive Escalations Cox Communications

June 4, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly by phone.  While we...

were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns.  We invited the customer to call us directly if he had questions regarding his account.  Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted].   Thank you for the opportunity to assist our customer.   [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding the promotional offer they requested.  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, 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 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.   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

[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,
Gretta G[redacted]

We were sorry to hear of the problems that the customer experienced with our company.  It is never our intent to cause problems for any of our customers, so we sincerely appreciate the opportunity to assist the subscriber.  Due to the concerns that the client brought to the attention...

of your office, we have contacted her directly to offer our assistance.   Thank you for bringing these concerns to our attention.  [redacted]/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding the incorrect charges on his account.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon receipt of this complaint,...

we researched and verified the charges in question were not advised of on the calls with our Customer Care Team. At this time, we have removed the disputed charges from the account. 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. Thomas Executive Resolutions Cox Communications Tell us why here...

Revdex.com #11590416 We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our seasonal service terms and conditions.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we reviewed our...

customer’s account and our seasonal policy.  We found that the customer previously spoke to one of our Direct Sales Representative (DSR) in May 2016 regarding setting up service and the ability to put their service on a seasonal hold.  The customer is alleging that the sales agent advised them that they could go on and off of seasonal service an unlimited number of times.  After speaking to our DSR, we are not able to support their claim.  Because of additional feedback that was sent about our client’s interaction, our DSR reached out to the customer to help clarify their pricing.  When the DSR made contact he went over the pricing and offered a one-time bulk credit in the amount of $144.00, of which our customer accepted and was applied to the account on 7/27/16.  The DSR also went over our Seasonal Hold policy with our client at that time.  Our Seasonal Hold policy can always be found at www.cox.com.   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

Revdex.com Case # [redacted]We are sorry to hear our business customer was negatively impacted with billing issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...

complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area. Therefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered""I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??

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.  Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region   Tell us why here...

Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues.  Due to the concerns that the subscriber brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but...

due to privacy rulings in place we urge the account holder to contact us directly to better assist them.   We hope this information has been helpful to your office.  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 reached out to our customer to...

address their concerns, however, our attempts to reach them have been unsuccessful.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.   Thank you for your time and consideration.   [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

November 4, 2016—Revdex.com complaint# [redacted]—[redacted] We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him.  As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service.  We advised our customer that he has the best pricing available for the services he is subscribed to.  We are not able to supply the client with the recorded calls.  Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####.  We hope this information has been helpful to final closure of this concern.  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

December 28, 2015
 
Revdex.com complaint Nunez-# [redacted]
 
We were sorry to hear of the distress that the customer
recently experienced with our company. 
 
Due to the gift card situation, we contacted the customer to
speak with him directly....

  Although we did not reach the customer, we
left a detailed message with our contact information.  Our records confirm that our Customer Service
Team was able to resolve the matter with a  direct credit to the client’s account.  We advised the customer to contact us
directly with further concerns on the matter.
 
As always, we appreciate the opportunity to assist a valued
subscriber.  Thank you.
 
Catherine/Cox Communications Executive Offices/ Arizona

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention.  I consider the matter at this point resolved, and the case may be closed.
[redacted]

when I spoke with Michael last week, his only solution was that I need to sign up for a service contract to be locked into a rate, when he admitted that the information I have brought to issue is valid and was given to me by Cox representatives. I expressed to Michael I do not feel comfortable signing up for a service contract when I’ve been misadvised multiple times this year by Cox representatives. If Cox was really about service and rectifying its issues with customers, my rate, as I was promised months ago, would be in effect right now. Before I got off the phone with Michael, I asked that the phone call be pulled from the phone call I had with his team member, Larry back in June or July. That hasn’t been done. No resolution has been reached because Cox only cares about itself. Cox has no loyalty to its customers. If no resolution is reached after this, I will terminate my service. I have gone through too many issues this year and all have been the fault of Cox, yet no ownership has been taken. Only empty apologies given and a service contract repeatedly forced down my throat. I will not settle for what I don’t deserve.

January 4, 2016—Revdex.com complaint Michael Goul
We were sorry to hear that a customer is unhappy with our company
and services.  As a service oriented
company, we know that our success is largely dependent upon the satisfaction of
our customers. 
Due to the concerns that...

the customer brought to the attention of
your company, we contacted him directly by phone and spoke to him on December
28, 2015.  We are sending the client a
follow up email so may correspond directly with us regarding his concerns.
As always, we appreciate the opportunity that the Revdex.com has given to
us.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

March 9, 2016—Jonathan B[redacted]-Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced on his account.  Due to the billing issues that the customer brought to the attention of your office, we completed a thorough investigation on the account billing. ...

We sent the client an email, explaining the billing and credits.  We are confident that if the customer has future concerns, our Customer Care Team at 623-594-1000 will be able to assist him. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Offices

Cox Communication did response and told me I misunderstood that that amount they told me was for the statement for the month of June and not the month. Which is not true I asked if the total was going to be pulled that month which was June the 19th when I called again I just asked to cancel for not keeping there word they said they would send me a check and I had two different employees confirm that and I still haven't received anything. He told nothing is owed that I misunderstood, I told him to listen to the recordings and he did but that the employees was confused and said the month of June instead of the statement. I talked to him Monday I don't know this for sure but when I told him I was going  ahead with the complaint through Revdex.com he said he would also file (I understood it like he will also fight it). That was Monday when I turned the tv on Wednesday my basic, normal channels that you only need an atenna  were disconnected, the white wire that cox provides when you have service with them also works as an atenna and I believe they came out to cut or disconnect so it won't work as an atenna to discipline us I truly don't care but it's very unprofessional and childish that they would do that. I want to say thank you to Revdex.com for helping with this situation and young lady that I spoke to a few days ago I feel that you are really trying to resolve this. Thank you again.

We would like to thank the customer for taking the time to file his concerns regarding the misquoted pricing for his services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon receipt of this...

complaint, we attempted to reach out to the customer at the phone number provided without success. We’ve left our contact information on the voicemails and look forward to speaking with him should he reach back out. 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications