Talty Chevrolet Buick Cadillac, Inc.

[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]

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

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

[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]

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.On June 3rd Cox called me to respond to my complaint I was told they would give me the service we discussed for $170 for two months and then it would go up to $198 per month that number never came up before. On April 27th their original price was $170 per month for 1 year, Cox should honer that price. I feel I'm being treated very unfairly. Regards,[redacted]

We would like to thank the customer for taking the time to file his concerns regarding his Internet service and account billing.  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 were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have 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.  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

We want to thank Mr. [redacted] for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

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]

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

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

We appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims.   Thank you. Executive EscalationsCox Communications

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 appreciate our customer taking the time to file their additional concerns regarding their former Cox account. Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the account. With this equipment now removed, the unreturned equipment charge of $131.69 will be removed from the account within 1-3 days, leaving the account with a zero 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 ###-###-####. 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.

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, we were unable to provide an agreed upon resolution. The customer does not agree with the implementation Data Caps and does not wish to change her package.  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 and deeply sorry we were unable to successfully resolve. 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

May 22, 2017, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing with his service.  Due to the concerns that he brought to the attention of your office, we contacted him directly to assist him.  We were able to...

coordinate a visit with a member of our Field Team and ensure that the client was not charged for the service call.  Our Technician was able to provide answers to the subscriber’s questions regarding speed and connectivity. As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona

February 2, 2015 Revdex.com complaint [redacted]—Diana D[redacted] We were sorry to hear of the difficulties that the customer is experiencing with her internet service.  Due to the data and equipment issues that she brought to the attention of your office, we contacted her directly to assist her. In the...

interest of customer satisfaction and service, our Field Management Team is working with the customer directly in an effort to resolve the issues at hand. The customer has our contact information so she can directly reach out to us. As always, we appreciate the opportunity that the Revdex.com has given us.    Catherine/Cox Communications Executive Offices/ Arizona

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

[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.  I would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response.  It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved.  We did not complain to get the credit, we complained to get the issue resolved.  We do however thank you for the credit.  Perhaps revisit this process so others do not have to go through it as well.
Regards,
[redacted]