Complaints

This business has 0 complaints

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:07/12/2023

  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.

  In May of 2022, Cox Communications came out to hook up a line from the box that is currently located in my yard for a customer located on the street behind my house. They then proceeded to tie the line up on my fence. They have not come out to bury the line. My husband and I have called multiple times, asking for them to bury the line. We either get someone scheduled to come out and check on the issue, and they are not allowed to bury lines, they tell us they will schedule it to get buried, and then there is no follow-up. Other times, no one comes out. We receive a ticket number, and when we call to inquire about that ticket number, they say they cannot locate that ticket. When asked why we are getting the run-around, they are saying since we are not a current *** customer, they will not help us. We have asked to speak to managers, and they refuse. We just want the line buried, as it has been over a year of this issue with no resolution in sight.

  

  Business Response

  Date: 07/14/2023

  We would like to thank the BBB for the opportunity to assist.  Please let me begin with an apology for any inconvenience he/she may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have reached out to address their concerns, however, our attempts to reach them have been unsuccessful.  We have sent this information over to our drop bury team for assistance.  If they may require additional assistance they may reach out to our specialist on the direct contact number provided in the voicemail. 
  
  Thank you for your time and consideration.
  
  ********************
  Executive Resolution Specialist
  Cox Communications, Central Region

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair 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.

  May 14th We called *** to cancel our service and was denied cancellation. They told us to keep the service for another 30 days. We told them we could not afford it but to no avail they did not cancel. I was told I owe $336.38 after the attempt to cancel. Today I had a contractor show up telling me that increased to $507. I have been harrassed constantly by said company even after telling them to stop all contact.

  

  Business Response

  Date: 07/14/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** conversed with the customer via email on July 11, 2023. *** records indicate the customer had chat interactions on May 15, 2023, to ask about how to cancel service and was transferred to the retention department where the chat session provided information about what needed to be done but the live chat agent/customer transaction was dropped. There are no other work orders or access to the account on that day until July 10, 2023.  We completed non-payment disconnect on the account effective July 8, 2023, waived the early termination and late fees, and educated the customer contact our receivables management department for debt settlement disposition.  We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 07/14/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:07/10/2023

  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.

  I cancelled my service with *** and they are still trying to charge me $30 a month when I was told I cancelled with no penalties. After contacting them they weren't able to tell me where it states that this charge was going to continue. They say it's an ACP thing that I didn't complete and documentation for. I don't want to continue being charged for a service I no longer have.

  

  Business Response

  Date: 07/13/2023

  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 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.
  
  Senior Customer Care Specialist
  **********************, Central Region

• Initial Complaint

  Date:07/05/2023

  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.

  I have had internet through Cox Communications since 2014. For the past few years, there is a period every year for at least a few months where my internet goes out without explanation frequently at all hours of the day or night. Resetting the modem doesn't work and the internet mysteriously works again within a minute of contacting a *** rep. *** reps have blamed everything except their own service. They have blamed my modem that I purchased myself which is currently listed as a compatible model on their website as we speak. The modem is fine. They have blamed the electricity in my house and the socket (all fine). They blamed the wires stating they were old and loose. I bought new wires and all are connected tightly. In a ***************************************************************************************************************** than get basic internet working. This is an abusive practice. I have asked for refunds for the time my internet is out and have never received one.

  

  Business Response

  Date: 07/10/2023

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

   

   

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair 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 had scheduled service to begin at my new residence on June 10, 2023. A technician came out on June 8, June 10, June 14, June 19 and June 26, all in an effort to get service started. The June 8 and June 10 visits netted nothing, no service. June 14 visit netted the issue at hand, photos attached, but still not working service, just a bill for almost $500 to get the unsightly cables and wires addressed. I don't feel this expense was necessary had the job been done properly. The June 19 visit netted nothing because the ** was on the wall and the technician said he could not take it down so he told me to schedule yet another appointment that was to have been June 24 between 3-5, confirmation email was received. No one showed up on the 24th so I had to then wait until June 26. The technician on the 26th was able to finally get everything working, 16 days after it was supposed to have been done. The cable in the backyard is still not buried BTW. I would like to have a credit placed on my account in the amount of $487.13 or a check written to me in that amount.

  

  Business Response

  Date: 07/03/2023

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

  Customer Answer

  Date: 07/05/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  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.

  For the last two years, I have been paying a monthly rate of $19.99. I was pleasantly surprised by this pricing, especially since I did not apply for this rate nor sign a contract specifying such terms. In May 2023, I received a bill amounting to $125, which caught me off guard. I spoke with FIVE *** reps, where each operator offered a different "deal," demonstrating a lack of consistency in pricing. As an educator on a limited income, it is imperative for me to have an affordable internet service that allows me to continue my responsibilities effectively. I request that *** reduce my monthly rate to a fair and competitive price. Additionally, I would appreciate it if *** could provide clarity regarding the free government internet plan. I have encountered difficulties in attempting to access this plan through ***. It is disheartening to witness a lack of transparency and ease in obtaining this essential service.

  

  Business Response

  Date: 06/16/2023

  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** attempted contacting the customer via phone and email without a response. After careful review of the customers account *** records show that several promotions expired May 24, 2023, and there is no record that the customer contacted *** ******************** to discuss available alternative discounts.   We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

• Initial Complaint

  Date:06/13/2023

  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.

  I called *** Communication to switch service addresses. I ws told by the guy that he updated, and I would need a new modem since the new address has fiber. I was told I could pick up the new modem for free or have it mailed. The guy said my own modem would not work. So I packed it up. I went to this location to pick it up. I called *** again, about tech support. I spoke to another guy, that offered the gigablast for $***** I specifically told himI was only paying ***** and did not want any high bill. So, he told me my bill would only be ***** more. I reviewed my bill, and it is quadrapled. I called and used chat with no assistance from what apeared in the system. I asked for 1) a manager to call me (**** didn't know what to do in the ************* ********* referred me to someone else on chat. ************************* reports she locked my account), 2) to investigate the phone conversations during the transactions, and 3) if all else fails, to return to my old plan. I want this corrected without delay. Please assist.I absolutely am in shock. This happened this week. I want the phone log reviewed, and what was promised. I have never encountered such incompetent transfer. I packed my own modem, and from what the last agent said, I could have used it. Also, my son was on the 3 way call during this conversation. He heard the entirety. I was planing to upgrade bbecause he plays games. I'm not a liar and I expect this to be corrected.

  

  Business Response

  Date: 06/14/2023

  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 are working to 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 BBB has given to us to assist our customer.
  
  Senior ************* Specialist
  **********************

• Initial Complaint

  Date:05/25/2023

  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.

  I have had nothing but trouble from *** for a few months. I have spent hours on the phone, hours using the texting customer service, multiple appoints and a lot of running around finding equipment. Just look at my account and see. *** is my ONLY choice for wired internet and this monopoly means the company can do exactly what they want. I have had some TERRIBLE service, MULTIPLE cancelled appoints, charges for service that was not my responsibility and today the tech said the new line installed was not grounded and was a fire hazard. The "upgraded" modem was substandard and had to be rebooted several times a day. The *** stores refused to help my father with locating a modem he was supposed to pick up for me. The customer retention woman was so awful and rude and when I mentioned I'd be paying for a phone for years to get a "bundle" price and have never actually had a physical phone, she told me that was my problem and choice. I have been with *** for years and years and I honestly cannot say anything has EVER been smooth or confidence boosting. Had my home caught fire from ***** negligence and someone had been hurt, let alone damage to my property...? Who else has substandard wiring? This entire experience is an absolute embarrassment. I have paid religiously every month for dropped internet, crappy equipment, terrible service and now a risk to my home and person. *** should be ashamed of themselves and do better.

  

  Business Response

  Date: 05/26/2023

  
  We would like to thank the BBB for the opportunity to assist our customer. Please let me begin with an apology to our customer for any inconvenience she may have experienced. It is certainly not our intention to cause any frustration.
  
  We have contacted our customer directly and addressed her concern.  Thank you!

  Customer Answer

  Date: 05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  A woman called from *** essentially to point out that I had service and she had read the notes. When I asked if *** felt this was adequate, she became irritated and asked what else *** should even do. After 12 years with ***, and these several weeks of hassle, I would expect they would offer some kind of incentive to think favourably of the Company. However, they have a monopoly and I have no other choice for wired internet, so why would they. I wasted HOURS, bad customer service, interrupted internet and wired as a fire hazard. Pathetic. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/30/2023

  Our position has not changed in this matter.  Thank you!

  Customer Answer

  Date: 05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Therein lies the problem.  Your company doesnt care about customers experience. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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 had to deal with ****** in retention he was very rude and the call needs to be listened to. I called because I got an email saying I changed something in my account and supervisor ****** with *** told me there is nothing to worry about. Needless to say Im worried. I also spoke to ******, I know *** can see the days and times I spoke to each of these reps, after I spoke to ****** at 7:15am after getting the email at 6:40am ****** told me to call retention back after 10am central time and I would get a retention supervisor, I called back after 10am and was told I can not get to any supervisor through retention. ****** made light of everything and acted as if I have nothing to worry about. I was not online in my account and I used no app. For all the frustration *** has created I would like a $150.00 credit put on my account for all the extreme disrespect to me the customer. *** doesn't allow much help and needs to be held accountable.

  

  Business Response

  Date: 04/06/2023

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

  Customer Answer

  Date: 04/06/2023

   
  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. *** needs to do more for customers that have been abused and disrespected by *** employees.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair 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 signed up for cox communications internet and home service recently (I believe around January 2023). I asked multiple times if there was a cancellation fee. I was told there was not. I recently found a cheaper price for the same services and decided to go with another provider. Upon attempting to cancel, I was told there was a $120 cancellation fee for the security that was not only not disclosed to me but I was lied to about. I additionally was told the internet would be unlimited and recently started receiving notifications that I had used most of my data plan. I kindly requested that the cancellation fee be removed, as this was not disclosed to me and I was told that was not an option. I would like assistance with getting the cancellation fee removed.

  

  Business Response

  Date: 04/06/2023

  BBB#******** 
  
  We want to thank the customer for taking the time to file her concern.  In receipt of this complaint, *** spoke with the customer on April 6, 2023. We reviewed the process of securing her electronic signature to accept the contract for *** **************** and asked about she or her husband signing permission when having the service installed. The customer says they were not told of the need for a contract, and we do not disagree. We believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  
   Should the customer have any further questions about this matter, we ask that they contact our Executive Escalations Specialist at the phone number provided to them (via voicemail). 
  Thank you.
  
  Cox Communications

  Customer Answer

  Date: 04/06/2023

   
  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,
  
  *****************************