Talty Chevrolet Buick Cadillac, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their installation.  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...

with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) 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 installation.   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. [redacted] Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. 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 two...

attempts to reach the customer. First attempt on June 20th and second on June 21st, both times we were not able to make contact. However, we did leave a detailed message for the customer to return our call. Should our customer opt to return our call we will be happy to assist them with their 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 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.

We would like to thank the customer for taking the time to file their concerns regarding the cost of their monthly services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any frustrations. Upon receipt of this...

complaint we are able to confirm that our company received an Attorney General complaint from our customer for the same concerns outlined in this Revdex.com complaint in November of 2016. On November 16, 2016 our Executive Escalations Department spoke directly with our customer and fully explained their monthly billing and advised the recent increase in their pricing was the result of a promotional discount ending, and a standard rate adjustment which we notified all customer of one month prior to it taking effect. While we understand our customer’s frustration, our company has addressed these concerns with our both by telephone and in writing and no further account adjustments or corrections would be due. 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. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  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...

do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to 50 Mbps download/5 Mbps upload) to our Premier Package (up to 150 Mbps download/10 Mbps upload) on May 27, 2016. While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an 8 x 4 channel DOCSIS 3.0 modem will be required. Regretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet service. Due to our customer’s tenure with us, we have applied a $25.00 goodwill adjustment to the account. We will also ensure their feedback for the agent they spoke to is addressed. Should our customer wish to continue using the Premier Internet service we do suggest upgrading to an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. Otherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modem. 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

December 13, 2016—Revdex.com complaint# 11869247—[redacted] We were sorry to hear of the difficulty that the customer experienced with his GIG order.  It is never our intention to misinform our customers, and we sincerely regret the difficulty that the client encountered. Due to the concerns...

that he brought to the attention of your office, we attempted contact with the customer directly.  While we did not speak with him, we did leave our direct contact information.  Today we verified on our second message to the subscriber that our GIG Field Leadership Team has reviewed the complaint, and is working directly with our office to honor the rate/price quoted, and to schedule the install for a convenient time for the customer. While our office is not available to speak to the customer after business hours or weekends, we will continue to keep in touch with him to ensure the installation and pricing is honored on his account.  We appreciate the Revdex.com bringing this concern to our attention.  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we understand our customer’s frustration, we must be transparent in stating that we are unable to use security footage for account related concerns. This footage is accessed by our Security Department only and is only used for security/safety related concerns that occur in Cox Communications locations. At this juncture our company has twice attempted to locate this modem in our inventory and have been unsuccessful in confirming our customer’s claim that the equipment was returned. As mentioned in our previous response, without documentation such as a receipt indicating that this equipment was returned to Cox Communications, we are unable to remove the equipment or the associated unreturned charges from the account. Our company does consider this matter to be closed 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 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 11255565, 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 were sorry to hear that a valued subscriber has concerns with her service. Due to the concerns that the customer brought to the attention of your office, we have made direct contact with the customer.  While the customer was not satisfied that we were not able to apply further credit on...

her account, we explained that that the credits that we have already supplied to her is a generous accommodation to the service issues that she experienced. As always, we appreciate the opportunity to assist our customer.  Thank you.

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   We have contacted our customer directly to address his concerns in detail and were unable to come to a mutual resolution.  While the...

customer is asking for reimbursement for lease fee’s for a data modem, our company does not have/have never offered a rent to own program.    The customer stated that one of our store agents verbally offered him a rent to own modem and we then continued to charge him after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer frustration,  we offered and applied a one time courtesy credit of $130.00.  No further credit is justified and the customer has been made aware of this.       It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I returned "George" phone call on 9/26/2017 and on 9/29/2017 and each time no one picks up the phone you can only leave a message and no one returns the call and I will be calling Cox today to let them know that no one returns the call. I  have received NO emails from this so called George and would like him to forward me a copy of those because he is lying. If I  have to take this issue to the media I will.  [redacted]

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

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

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.
I have contacted Cox communications to try to resolve the compliant. I am waiting for a response from them. 
Regards,
[redacted]

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 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

[redacted]
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 their concerns regarding their account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint,...

we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in February of 2015. Regretfully, following research by our Equipment and Inventory Department all indications appear that this Cox owned equipment was not returned to us and as a result this unpaid balance or the associated credit reporting remark cannot be removed.   We also see that our customer has spoken with our Corporate Care Department on 8/11/17 who also explained these findings as well. Should our customer be able to locate documentation supporting that they returned this equipment (such as a receipt) we urge them to let us know as soon as possible so we can reopen the investigation. At this time, due to the lack of supporting documentation indicating that this equipment was returned our company does consider this matter to be closed.   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 would like to thank the customer for taking the time to file his concerns regarding the transfer of his service and incorrect account balance.  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 reached out and made contact with the customer as well as his daughter to discuss the situation. We advised we’d research the account to verify we had removed the excess charges and then discuss the current monthly rate. We followed up twice to go over our findings however we were unable to reach the customer. We’ve left our contact information with both voicemails and have removed the remaining charges that we found had not been addressed. We look forward to speaking with the customer when they are able to return our calls 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

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their service and overall negative experience.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly...

reviewed our client’s account. We found that our customer needed her drop replaced to resolve the service issues she was experiencing.  Our office worked with our field leaders to get her drop replaced on 7/14/16.  We made contact with our customer on 7/14/16 after the drop was replaced and advised her of the work that was completed. To remain in good faith with our longstanding customer we issued a one-time credit in the amount of $146.01. She is aware that her credit will be applied to her July 2016 bill and partial August 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

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