Talty Chevrolet Buick Cadillac, Inc.

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

This is as standard response that does not address the issue of the data usage cap amount, rollover data or no unlimited plan.  Cox did not address lowering the 300/20 plan data from 2TB to 1TB or the elimination of the 150 or 50mbps plan.  This is a rubber stamp to shut people up.

[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 didnt respond to cox directly because I was told not to by Revdex.com I would like to know how this is going to be resolved,because its not my confusion its a breach of my contract
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,
Cassandra D[redacted]

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

[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]

April 27, 2016 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion.  When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in...

accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center.  We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card.  The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today.  We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization. We apologize again for the confusion regarding the customer’s account and billing.  We believe our company has made a fair an honest attempt to right the situation with our credit application.  As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Office/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their account billing.  Please let me begin with an apology for any inconvenience they experienced.  Upon receipt of this complaint, we were able to locate the recording of the call our customer had...

with our Customer Care Center on 2/9/17 to order their services. After reviewing this call, we were able to confirm that the agent our customer spoke to did advise our customer that the installation fees for their services would be waived. Since we were able to confirm our customer was told these installation fees would be waived, we have applied an adjustment to the account totaling $302.35 to removal all installation fees. 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. 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

We would like to thank the customer for taking the time to file his concerns regarding the bill delivery method change from last year.  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 make contact with the customer to discuss the concerns he outlined. Unfortunately, at this time we have been unable to get in contact with the customer. We’ve called twice and sent an email to him without contact. If we receive word back from the customer, we’ll be happy to address his concerns. 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. Thomas Executive Resolutions Cox Communications

We are sorry to hear our customer was negatively impacted by customer service concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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.  Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region

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. Upon receipt of this complaint we were able to confirm that our customer did opt to upgrade their services on...

5/02/16 to add our Contour DVR services. On 6/30/16 our customer contacted our Customer Care Center advising of a concern with their monthly rate which resulted in the discovery of a missing promotional campaign. After this promotional issue was brought to our attention, a ticket was submitted to our Campaigns and Promotions Department who were able to add the appropriate discount back to the account which restored the monthly rate for services to the originally agreed upon $182.86 as of 7/05/16. Additionally, this account correction was backdated to the original account change date of 5/2/16, resulting in an account credit of $262.03 being applied to correct our customer’s billing. While we understand this has been a frustrating experience for our customer, we must be transparent in stating that the appropriate steps and adjustments have been applied to correct the account as of 7/5/16. Additionally, the higher than normal bills our customer has seen recently have been a result of late and partial payments that were made to the account from May of 2016 to August of 2016, resulting in late fees, and unpaid portions of the balance carrying over to the following billing cycle. As of the date of this response, our customer’s account is no longer past due and currently owes a balance of $12.19 due on 10/08/16. 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 #[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.
Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.
Regards,
[redacted]

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]

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  At Cox Communications we’re working hard every day to add value to your services.  We continue to offer more HD channels, expand On DEMAND access to your favorite networks and entertainment on every...

screen, allowing you to stream shows on multiple devices at home or wherever life takes you.  In providing the most up to date and complete programming packages available, Cox Communications strives to keep the rising rebroadcast fees associated with carrying all of your favorite major networks as low as possible.  With today’s sports programming we are seeing many major networks providing regional sports networks of their own.  With this in mind, in an attempt to keep you better informed of the costs associated with the delivery of regionals sports programming, a new Regional Sports Surcharge in the amount of $6.00 will be listed on your bill under the “Other fees and Surcharges” section of your bill.  Regional Sports Network channels can be found on all video tiers starting at the TV Essential tier and above.  The Regional Sports Surcharge is not protected under the Price Lock Guarantee.  Please see the terms and conditions of your Residential Customer Service Agreement at:  [redacted]  The terms of the 24-Month Service Agreement can be found at: [redacted] Our customer was informed in advance on their monthly billing statement of the increase in the Broadcast Surcharge and the Regional Sports Surcharge.  Additionally, our customer reached out to our Customer Care Center and we confirmed the changes in billing as well.     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

Revdex.com #[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. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their field service call. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office regarding her field service call, we have...

forwarded her issues to the field leaders to make them aware of this situation.  Since learning of the customer’s situation, our field leaders have reached out to our client and they have scheduled an appointment with her to address and resolve her service issues.  Unfortunately, our customer chose to cancel the scheduled service appointment. Because our client requested credit and repair or cancelation of services, we can confirm that our customer has been issued a credit in the amount of $75.00 on 5/16/16.  Should our customer want to reschedule her service call she can contact our Customer Care Center at [redacted] or she can reach directly out to the field leader who has been in contact with her. Thank you for your time and consideration.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary services. We have...

already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. 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 her concerns regarding the incorrect charges on the 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 reviewed the original sales call and confirmed the customer was not quoted the additional charges. We have removed the disputed fees at this time. 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