Talty Chevrolet Buick Cadillac, Inc.

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 asked this complaint be elevated to a manager- I have had trouble getting a hold of her. We made an appointment on 6/3/15 at 2:00 to speak- she did not call or answer her phone. I have left multiple messages and have not heard back from anyone.
Regards,
[redacted]

the modem was bought from cox. The man came and didn't know what to do with how to fix the problem. Was not what we discussed with the manager on the phone the other day. Problem is still there. Nothing was resolved.

Revdex.com Case# [redacted]   It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company regarding the promotional offer.   On August 11, 2016, a member of our Customer Experience...

Department made contact with our customer and confirmed their issues were resolved at the Cox Retail Location earlier that day. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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 for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with their services.  We have contacted the customer directly to address their concerns and provide a successful resolution.We appreciate the...

opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are truly sorry to hear our customer has additional concerns regarding their Cox account. Rest assured, we are dedicated to reaching a resolution for our customer. Upon receipt of this complaint, we were able to make contact and speak to our customer directly on 7/2/15 to discuss her concerns. We advised our customer that her rebate currently has an estimated delivery date of 7/3/15 and that we would be contacting her on 7/6/15 to check in to ensure she has received it. On 7/6/15 we spoke to our customer again who advised us that she was currently away from the home but asked us to check in on 7/7/15. We would like to assure our customer that we will continue to remain in contact with her until we are assured she has received her rebate. We appreciate our customer’s patience and understanding.Thank you. [redacted]Executive EscalationsCox Communications

August 12, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer is having difficulty receiving his refund. Due to the circumstances, we contacted the customer directly to discuss his concerns.  We requested our Accounting Department to process the check...

and send to the customer as soon as possible.   The customer has our direct contact information if he has further questions regarding this matter.   As always, we appreciate the opportunity to assist our customer! [redacted]/Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file their concerns regarding their cable services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause them any frustrations.Upon receipt of this complaint, we were able...

to make contact with our customer on 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed.  In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer. 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.[redacted]Executive ResolutionsCox Communications

We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although we...

completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback.    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.   Thomas Executive Resolutions Cox Communications

Revdex.com Case # [redacted]   We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing 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

First, in answer to there response, I was told by Deana in the Tech department that it was a rental. Also we receive so much junk mail on a weekly basis from Cox, wanting to sell us service's. Most are geared towards new customers. I never at no time said that I acknowledged that I received some type of free upgrade. If that was the case I would have taken advantage of it. They also mention that they sent that out 2 year's ago. What about the prior 5 year's. I was obviously paying for 50 meg's based on there own admission. If they really cared about there customers, it would not have been to hard to call me about a service upgrade. They could set up an appointment to change the equipment in the same call. I'm so [redacted] of these large communication companies that just think they can do what they want. If I owed them money, they would want it ASAP or shut off my service. However if they owe me something it ends up like this. They are lying, period.

We are sorry to hear the customer is confused on his billing. Due to the concerns that he brought to your office we contacted him directly to discuss his bill. The customer has our direct contact information and we will continue to work with him to clarify his concerns. Thank You for bringing this...

to our attention. As always, we thank the Revdex.com for the opportunity to assist our customer.   Thank You [redacted] Cox Communications Executive Escalations

[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]

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.  The management and engineers moved very quickly to resolve the issue.  The phone call from Larry was especially appreciated.  Cox engineers found a switch not properly set deep why that happened is a mystery.  Either Cox or T-Mobile in the porting missed something.  Again thanks for the quick fix and response.
Regards,
[redacted]

Revdex.com #[redacted]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 Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case #[redacted]   We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company.   Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and...

provide a successful resolution. We are confident that we will be able to provide a successful resolution for our customer and address all of their concerns.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their request to change their monthly due date. 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 were able to speak with our customer directly on 10/4/16 to address their concerns. During this conversation we were able to adjust our customer’s monthly bill date to accommodate their request. 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. [redacted]
Executive Resolutions Cox Communications

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 Cox Digital Telephone services.  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 are able to confirm that the letter our customer mentioned they mailed was received by our Customer Care Center who processed their requested service disconnection as of 9/29/16. As a courtesy, we have adjusted the account to backdate the disconnection to 9/21/16 as our customer has requested which has brought the final balance to $12.13. Additionally, a prepaid return shipping package has been mailed to our customer’s home for the return of their Cox owned modem.   We are truly sorry to see our customer has opted to choose another provider and hope that they will consider Cox Communications for their services in the future.   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] It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address...

and telephone number provided. 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