Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/09/2023
Type: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.
In January of 2023, I switched my business phone service from Cox Business to my IT provider. Every month since February, Cox continues to bill me for the phone service I no longer have with their company. Every month, I have to call in an attempt to obtain a credit and have this corrected for future periods. Every month I am met with the same runaround from one department to the next telling me they cannot help me. I have spent hours trying to resolve this issue, yet every month when I receive my bill, I am still being billed for these phones. I have never seen a company handle a simple disconnection of service as poorly has Cox has handle this. These fees amount to approximately $*** in excess fees monthly.
Business Response
Date: 06/13/2023
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 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 BBB has
given to us to assist our customer.
Gabe **
Executive Resolution Specialist
Cox Communications* ********* ******Customer Answer
Date: 06/13/2023
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,
Chad *****Initial Complaint
Date:04/28/2023
Type: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.
Completed my business contract for 36 months with Cox signed 9/24/19. Moved to new location 8/9/2022 and needed to sign paperwork for move of services. Made sure there were no monthly terms on new contract. New contract terms were listed as "coterminous" or month to month as it was explained to me on new contract. Sent in my 30 day termination and was told as was good. Received early termination fee of $****. Have talked with many different departments and spent hours on phone but no person can find contracts and I have still been sent to collections.Business Response
Date: 04/28/2023
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 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 BBB has
given to us to assist our customer.
Gabe **
Executive Resolution Specialist
Cox Communications, Northeast RegionInitial Complaint
Date:04/20/2023
Type: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 purchased a pod from the Cox store on *********.
The service rep put the charge on my Cox account rather than having me pay for it outright. The pod didn't give me the coverage I expected. I tried to return it today and the store service rep refused to accept it saying returns must be made within 14 days and pointed to a sign in their lobby. The sign was not there the day I purchased the pod. In fact, I took a screen shot of their website today which say s purchases made must be returned to the store within 30 days. It's been 16 daysCustomer Answer
Date: 04/20/2023
Cox reached out to me and settled the complaint. They refunded my money and said the Pod was not part of the 14 day return policy but should have been accepted under the 30-day return policy. Thanks for your help!Business Response
Date: 04/20/2023
We want to thank Elaine ****** for taking
the time to file her concern. In receipt of
this complaint, Cox spoke with Ms. ****** and we have
addressed their concerns. We sincerely apologize for any
inconvenience caused. Thank you.
Cox CommunicationsCustomer Answer
Date: 04/20/2023
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,
Elaine ******Initial Complaint
Date:04/10/2023
Type: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.
We needed to shut down our internet service with Cox as we were moving out of state. We attempted to contact them by phone which resulted in sitting on hold for 30 minutes and never getting through to a customer service person. So we next tried the "chat" method and were able to converse with an agent. We explained the situation and seemed to be having success until I told the agent that the account was in my wife's name but that I was her husband acting on her behalf and that it was my credit card account that paid the monthly bill in my name. At that point, the agent stated that he could not help me and that he would need to speak with her via chat or on the phone even though I had answered all the security questions correctly for account verification. I pointed out that if I had not been upright and honest, there would have been no way to know that he wasn't talking to my wife herself via the chat.
With that attempt failing, my wife made contact via chat to confirm the account to be closed as we were moving and asked why Cox refused to help us even though the account security had been verified. She was given an apology from the now second person we were conversing with. The agent acknowledged that we wanted the account to be closed and that we were moving out of state to a new address not served by Cox. It was noted that during the chat exchanges, the response time from the agent was getting longer and longer with each subsequent response. With an elapsed time of 30 minutes at this point it became clear that it was an attempt to frustrate us to give up and go away. However fortunately for us, the agent had confirmed the shutdown order and we had a written transcript of the chat emailed to us. Cox continues to hound us with billing demands and refuses to close the account even though we have had no service sine the 20th of February. How grateful we are that we did not authorize "autopay".Business Response
Date: 04/12/2023
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.Although we were unable to connect, we have researched the name provided within the complaint and could not locate an account with an outstanding balance.
Thank you for your time and consideration.Initial Complaint
Date:04/07/2023
Type: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 paid my pending balance with Cox, $******, on March 29th with two separate accounts. After a period of 7 days, I received an email from Cox stating that my bill hadn't been paid and that I still owed the full amount of $******. I spoke to multiple representatives regarding the billing issue and while two of them claimed that the problem would be fixed; it never was. Furthermore, after trying to cancel my service, the "customer loyalty retention" representative informed me that I'd have to pay the full bill of ****** immediately upon canceling my service. The bill that I had already paid a week prior. This conduct by Cox is beyond ridiculous and I can't believe that such a large company would have such a massive oversight.
I've opened a dispute with my bank regarding the stolen money and I'll be awaiting a reply from Cox. I wanted to reach a resolution without needing to resort to disputing the payments, but Cox didn't want to play ball.Business Response
Date: 04/10/2023
We appreciate the opportunity to assist our customer. We
have contacted our customer and addressed their concern. We sincerely
apologize to our customer for any inconvenience. Thank you!Initial Complaint
Date:03/09/2023
Type: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: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: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: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 notBusiness 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: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
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