Talty Chevrolet Buick Cadillac, Inc.

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

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

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

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

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding a recent credit inquiry.  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 made...

contact with our Fraud Investigation Department who is now actively working with the appropriate credit bureaus to ensure the disputed inquiry is removed. We have spoken with our customer directly as of 5/18/16 to advise him of this information and assured him a courtesy call will be made to him once we have confirmation the removal has been completed. 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. George Executive Resolutions Cox Communications

Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention.  We are sorry that our customer is not happy with the response we provided to your office and that he feels the credit we issued was not sufficient.  Our customers request for a $90 credit is unfounded.  As previously stated, our records indicate that he was only charged two $8.00 late fees and as a courtesy we credited one of those fees.  The charges on his account are valid and we do not have support to issue further late fee credits to this account.  Thank you for your time and consideration in closing this complaint.  [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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. Due to the concerns brought to the attention of your office we have thoroughly reviewed our customers...

account.  At the conclusion of our investigation we found that our customer’s rate increased when our recent nationwide rate change went into effect.  This rate change was printed on his December 2015 and January 2016 statements.  With this rate change his monthly internet rate increased from $66.99 to $73.99. To remain in good faith with our customer we have applied a 12 month promotion for $5 off per month.  This promotion was added on 5/3/16 and is valid until 5/2/17.  As an added courtesy we have waived his 2 late fees for a total credit of $10.00.  This credit will print on his May 2016 statement.     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. [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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] My credit report shows Cox Communications allegedly allowed a Cox Localization Data "RS $Service Name Switch L Service Name" with pnp networking tosync to my home thru remote access in Cox box on street/NO ONE EVER CHECKED NOV 13/ COULD NOT GET BOX OPEN THREAD SPLIT HE SAID. There isevidence a splitter aux from 2 cox customers cox dvd10 and cox P dvd 10 sync somehow to my home thru efi /firmware interface and etl electric trunk line.This account set up by someone in 2014, affecting my credit/ a cox collection and due to alleged identity theft issues reported to Police.I have given cox investigator/ [redacted], mac addresses and other evidence showing on my Asus laptop to catch illegal cox customers linking to me, he refused toinvestigate this matter and I want a new COX DETECTIVE INVESTIGATOR on this case or I go to ATTORNEY GENERAL OFFICE, as this is quite serious hackingfrom illegal cox link to my home.  On 5/26/15 my neighbor whose home I connect to: 10126 N 100th place had Pinnacle Comm for Cox install Cox and hergeo id/ and account information links to my home.. and I saw the workers in the CABLE BOX belonging to me/ not my neighbor/ and I allege illegal splitteror junction located there/ tied to my address tag in the Cox box on street.  My computer shows a MS COX COMMUNITY access which disturbs me and 8 hubpnp/ peer networking Broadcom users link to my personal Asus /in my home without internet.  I have wifi modem identities of each/ all Cox customers.other than one CLink 4195 customer also linking to my home thru electric trunk line and splitters aux/ shown on my laptop.I have also explained to Cox. my Asus shows a Global Cox id pop3 linked to me GUID{4875 666 8c43 4db5 abof 2 eb 7377 ae330} AND IT LINKS TO AMICROSOFT REMOTE ASSISTANCE{126CD3ED442EF} build string 22  OSLI=USWVHP  Intl 3=10150  .com=pis-bza SWSETUP GLBL 1.0.0.0  A-1 WINVTXX

if they truly listened to this call they would hear verbally the agreeable to waive the fee this further shows the company is dishonest and unwilling to provide excellence service. This company has poor service and fails to notate accounts then apologizes but makes no change. You will find with them you constantly hear  what they will do to make things better but no changes happen. It is unacceptable to require cancellation fees and then put someone into an agreement and you don’t hold up your in providing good service that’s fraud

June 7, 2016-Revdex.com complaint # [redacted] We were sorry to hear that the customer was disappointed after her recent interactions with our employees.  As a customer oriented company, it is never our intention to cause problems for our subscribers. Due to the concerns that the client...

brought to the attention of your office, a thorough review has been completed on her account.  Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late charge. The total credits applied to her account were $158.78. The current monthly rate is $80.97.  The customer’s billing is current.  We do not show support for further credits to be applied. We hope this information has been helpful to your office.  For future questions on the billing, we advise the customer to contact our Care Center at ###-###-####.  Thank you for the opportunity to address the issues at hand.  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,
April E[redacted]

Revdex.com Case # [redacted]   We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.   After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office...

on 10/24/16 regarding this matter. The Corporate Escalations Department followed up with the customer on 10/28/16 after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

November 19, 2015
Revdex.com rebuttal Hernandez--# [redacted]
We were sorry to hear that the customer was not satisfied
with our assistance.
We spoke with our Field Service Leadership on the customer’s
concerns and received confirmation that the customer has a bad line which is
causing the tiling issues.  The line
cannot be run by our company and will require an electrician to replace the
line.  The customer has been advised and
understands that the fault is not with our service, but with his own wiring.  We also confirmed that the other cable boxes
in the house that are not connected to this line are working flawlessly with
our service.  We have explained this to
the customer and he understands.
We hope this information has been helpful.  Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona

Dear Ms. [redacted] Please accept our apologies if you feel our initial response was not sufficient.  We would like to have a technician come to your home to address and resolve all of your service concerns.Please contact me at your earliest convenience so that we can confirm a good day and time to have someone come out.  My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully,Sylvia L. D[redacted]Executive Office of the Regional Manager1-[redacted]

Revdex.com #[redacted]We are sorry to hear that one of our customers had a negative experience with our company.  While the residential team does not handle concerns for our Business subscribers, we have sent the customers comments to our specialized Cox Business team for...

assistance.  Executive EscalationsOffice of the General ManagerSouthwest Region

We appreciate our customer taking the time to file their concerns regarding their former Cox account.  As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the disconnection of...

service was completed as requested on 4/26/16, resulting in the closure of the account. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (modem and wireless adapter) were not returned within ten days of the disconnection, unreturned equipment fees totaling $152.32 were applied to the account. In combination with the $61.37 owed for the service rendered prior to the disconnection, the final balance was $213.69. While the modem has been returned as of 5/19/16, resulting in $108.80 in equipment charges being removed, the wireless adapter has yet to be returned to our company. As a courtesy, we have removed the wireless adapter from the account and therefore the equipment fee of $43.52 will be removed from the account within 1-3 days, which will leave the account with $61.37 final balance. Our customer is welcome to pay this final balance by telephone, mail, or by visiting any Cox Retail location. As a courtesy, we will also mail our customer a copy of this final statement reflecting this balance. 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

September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours.  We do empathize with the customer’s frustration with her rate change.  While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing.  This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have.  This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee)  The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email.  We hope this information is sufficient for closure to this complaint.  Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office.  Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com.  The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution.    Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona

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. Due to the concerns the customer brought to the attention of your office, we thoroughly reviewed his...

account.  At the conclusion of our investigation we determined that the balance owed on the customer’s former account includes unreturned equipment charges and final billing for services rendered.  The total amount owed for unreturned equipment is $940.00 and $253.10 is for services rendered. Our customer’s balance owed is valid, because of this we cannot remove the mark on his credit report.  However, once the equipment is returned and the balance is paid in full, we will update his credit report to reflect that the balance has been satisfied.  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. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region