Complaints

This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Communications

  2240 N Rock Rd STE 101 Wichita, KS 67226-2300

  
• 

  Cox Communications

  1510 E 17th Ave Hutchinson, KS 67501-1113

  
• 

  Cox Communications

  1636 N Rock Rd Derby, KS 67037-3766

  
• 

  Cox Communications

  900 Hayes Dr STE B Manhattan, KS 66502-4394

  
• 

  Cox Communications

  2556 N Maize Ct Ste 102 Wichita, KS 67205-7352

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broadview Homes LLC owns new rental homes that are not to have cable attached along the outside. I have told installers and the local store but they continue to do it. The cable needs to drop straight down and be buried.

  

  Business Response

  Date: 03/15/2023

  We want to thank Broadview Homes property manager for taking the time to file her concern.  In receipt of this complaint, Cox spoke with Cindy and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you. 

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COX has run an Internet line through back yard for a neighbor's internet about 5 months ago. My neighbor and myself have repeatedly tried to contact COX to bury the line with no success. The first time I called COX, my girlfriend was an existing customer, and they were more than willing to set up an appointment to come take care of the situation. They informed us they would call before coming to the residence, which never happened. We received a text message saying we missed our appointment. We should not have to make an appointment to get a line buried that was not for us. We have not received a follow up for another date. I called again about the line which would be two months after the first call and was given excuses about waiting for a permit to bury the line. Then I was told I could not get an appointment due to no longer being a COX customer. I was told I would need to talk to my neighbor who has called repeatedly to get the ball rolling. COX has not once tried to contact us to get this situation resolved. I would think after five months of a line they ran through several people's yards would be plenty of time to receive a permit to bury it. I recently got *** a few weeks ago and they have buried their line which is ran the same direction of the line in question.

  

  Business Response

  Date: 03/13/2023

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

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were cox customers & then in March 2022 we contacted them 2x for service to move our external box on the back of our house because it was in the way where we were adding on a sunroom. NO ONE ever came!!!! Then in June a salesman showed up to ask if we called to upgrade our service!!!! How ridiculous!!!! We were NOT happy with their SLOW service in more ways than one!!!! So the construction guys cut the box to move it & left it dangling such as it is still to this day!!! Then in November after paying $** each month for the miserable service they increased our monthly fee to $** without notice or ANY warning of upcoming new charges!!! We were DONE!!! We went to a local office & told the salesman we wanted to cancel our service. He just said “OK” & processed it!’ Now we are getting threatening letters saying we still owe fees & they will turn them over to a collection agency & notify our credit agencies!!! We DO NOT owe them for the very deficient & POOR service!! We REFUSE to support businesses that don’t give consumers the service they deserve!!!!!

  

  Business Response

  Date: 03/07/2023

  We have contacted our customer directly to address her concern and have provided a successful resolution.  Thank you!

  Customer Answer

  Date: 03/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Linda ******

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  six weeks ago i switxched to cox the agent offered me their ** dollar 1000mbs for ** to get me to leave ****, i took it and they laid a cable across my grass and then backed out of the promised deal THEN for si9x weeks i tried to get them to come bury the cable they strung and they wanted to charge an extra ** not mentioned
  
  i have never encountered less helpful people, 8 calls to local store and no return call, then 8 calla and emails to national and still they would not bury the cable, they BRAgged ABOUT NO installation fee and then REFUSED to bury cable without an extra **

  

  Business Response

  Date: 03/03/2023

  We appreciate the opportunity to assist our customer.  We have contacted our customer and addressed his concern.  We sincerely apologize for any inconvenience.  Thank you.

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Charles *****

  Customer Answer

  Date: 03/06/2023

  cox has said they would look in to the problem and get back to me but theey have not

  

  Business Response

  Date: 03/07/2023

  We appreciate the opportunity to assist our valuable customer. We have contacted our customer directly and addressed his concern.  Our customer has our phone number to contact us if needed.   We sincerely apologize to our customer for any inconvenience.  Thank you!

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2022 I had to relocate my business. At that time I had both my landline telephone and internet through Cox Communications. In my new location my internet was included with my new monthly rent so I needed to cancel my internet and relocate my landline to the new location. The Cox employee that assisted me, Sharise ******, had set up 2 separate work orders, because they stated I was in a 5 year contract I could not disconnect my internet. My options were to have it set up at home or just pay to have it as a back up which was pointless. The 2nd work order was to have my landline set up at the new location. After over a week of having no phone in my new Business location the Cox Communications tech, when arriving, stated that it was not possible in any way to split my internet and phone so he could no help me and left me with no phone. So I emailed the rep that her work orders were false and I was without any service. I switched to ******* the next day and wanted to discontinue with Cox Communications. The next month my bill from Cox had jumped from $*** to $*** and they had not provided me a single ounce of service. Today,
  February 20th, 2023, I just received a bill in the mail from the and it amounts to $******** and they have not provided me with any service since October of 2022. This amount is due to outstanding equipment no being returned, and I was never sent any notification to return before being fined. They were still charging me monthly for services they did not provide. I am a small business and this cooperation has not assisted me for months and demands a beyond extreme amount of money for no service provided.

  

  Business Response

  Date: 02/23/2023

  We would like to thank the BBB 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, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.
  
  
  
  Thank you for your time and consideration.
  
  
  
  Gabe ** 
  
  Executive Resolution Specialist
  
  Cox Communications, Northeast Region
  
  
  

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract late last year to lock in my rate for a certain amount of time. I am now being charged an extra fee. After contacting Cox, I was advised this is a data usage fee for exceeding the amount of data I am allowed. I was also advised I could upgrade to an unlimited plan for an additional charge.....even though I am already on an unlimited plan! This is ridiculous. Cox has done this to me in the past, where I signed a contract for a set price, then they find some additional fee to tack on. This has got to stop and I want refunded for the additional fees I have paid. I also do not want to be charged this data usage fee in the future.

  

  Business Response

  Date: 02/03/2023

  Cox made attempts to reach Forrest ****** in receipt of his complaint; however, we did not have the opportunity to speak with them. Should he wish to discuss this matter further, they can reach a Cox representative by calling ************.

• Initial Complaint

  Date:12/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox raised my rate without explanation and then they put out an offer to new customers for the same service at a rate $** per month lower than they raised my rate to. In the past they have been very accommodating of existing customers and would honor the lower rate for existing customers. They would not accommodate this request and basically said they didn't care about my business. I have been a customer of theirs for over ** years and this raising of rates without notification and offering different prices for the same service have been a recurring pattern and until this time they were accountable to existing customers. This time they are not. It is not acceptable practice.
  

  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We appreciate the opportunity to assist our customer. We have contacted our customer to address his concern and we believe he is satisfied with our effort to resolve this matter. We sincerely apologize to our customer for any inconvenience. Thank you!

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a device to them all the pieces to it and they charge me $*** and I was told to go to you guys because a lot of people had the same problem with them and went through you guys for help
  

  

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Cox made attempts to reach Elizabeth ******** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should she wish to discuss this matter further, they can reach a Cox representative by calling ************.

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to updated the Letter on my apartment because they put it down wrong when I signed up. On October 20th we called and updated the letter on the APT which generated us a "New Account". It brought the old charges for October to the new account and the new account auto generated a bill for October as well. They will not give me the statements from the old account to verify the charge brought over was not for October. I have spoken with like 6-8 different reps and they were all refusing to give me an itemized bill. I would like proof that I am not being double billed for October. We didn't move service or anything we just updated the letter on the APT so our neighbors could get their service. The lack of transparency is awful.
  

  

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 5, 2022/12/01) */
  We want to thank Lathen ***** for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. ***** and we have addressed their concerns. Thank you.
  
  Cox Communications
  **************
  
  
  Consumer Response /* (3000, 7, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not fully addressed the issue. They could not email me my statements so I could verify. They are mailing them. It takes 7 days for them to mail them and however long it takes the post office. Within 7 days it should be at the post office
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  Good afternoon, Cox spoke with Mr. ***** today again regarding his complaint. In regard to his request to email statements, Cox is unable to provide emailed billing statements on non-active Cox accounts for security purposes. Customers have the option of having any of the last 12 months of billing statements sent via postal mail. As of 12/01/22, Cox sent a request to have Mr. ***** last billing statements on his account mailed to him. The statements will be processed for mailing in the next 7 business days. Thank you.
  
  Cox Communicaitons

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led on and deceived by Cox Communications after a porch pirate stole one of their modems off my front porch.
  
  Initially, Cox claimed that my service had started before I had even recieved my rental modem. After calling them, I was told that my modem had already been delivered. After finding out that a porch pirate had stolen the package, I was told on two separate occasions that I wouldn't be held liable for the theft. Then I come to find out a month later that I owe $****** to buy a router that I never recieved. I was only notified of this charge after being locked in a two year contract. The suspicious timing leads me to believe that I was deliberately misled by the business and I want to warn others, so that they don't fall victim to this ****** behavior.
  

  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/12/01) */
  We want to thank Chase ******* for taking the time to file his concern. In receipt of this complaint, Cox spoke with Chase ******* and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
  
  
  Consumer Response /* (2000, 8, 2022/12/01) */
  After reaching out to Cox again, they honored the original agreement offered by their representatives and excused the stolen equipment. I feel that the dispute has been resolved within a reasonable timeframe and I would like to close this complaint.