Complaints

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

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  Cox Communications - NWARK Regional

  4901 S 48th St Springdale, AR 72762-8812

  
• 

  Cox Communications - NWARK Regional

  8100 Rogers Ave STE B Fort Smith, AR 72903-5550

  
• 

  Cox Communications - NWARK Regional

  637 E Joyce Blvd STE 103 Fayetteville, AR 72703-6140

  
• 

  Cox Communications - NWARK Regional

  305 W Stephenson Ave Harrison, AR 72601-4201

  
• 

  Cox Communications - NWARK Regional

  201 SW 14th St Bentonville, AR 72712-7449

  

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:06/08/2023

  Type:Product 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.

  When I signed on to cox. I asked if there were any penalties for cancellation, and the rep told me no. I am wanting to cancel, but they just informed me I'm on a 3 year contract and I must pay the remaining balance. The contract doesn't end until 2024. This is unacceptable and deceptive. This should constitute as unfair trade practice.

  Business Response

  Date: 06/15/2023

  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.
  
  Executive Escalations
  Cox Communications, Northeast Region

• Initial Complaint

  Date:05/31/2023

  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.

  After multiple visit by various tech, Guys in bucket trucks then a higher level tech I was informed that there were issues with my service and I would be allowed to cancel without a penalty charge from my contract with them. I called customer services to cancel. The first representative put me on hold to check the notes in my file and then disconnected the call. The second representative on my call back transferred me to another department who indicated the proper documentation was in my filed tho cancel my account without a penalty and then he transferred me to another representative who put me on hold right at the beginning of the call and then disconnected me. I then attempted to just the texting option who went through the whole process again and then said there will be a disconnect charge. After I submitted all the information about the termination fee waiver already established. It was like he hadn't read any of the information texted or if read unable to understand what was written. This representative said they can't do that, I would have to call in. The level of incompetence is unbelievable. so I called again and was told that there was no notation made by the last senior tech regarding the waiver of termination. Very convenient. I would have to comment that the last representative tried to find a solution but could not. He transferred me to a supervisor who told me I would have to start having a tech come out to verify the intermittent issues until one could identify the issue when they occur. It took 5 months the first time and then the senior tech either lied to me for just forgot to enter the notation. I told them to go ahead and cancel the account because it it obvious they have no intent to resolve this issue. My contract with Cox cable was terminated because of their failure to provide the services they were charging me for. Cox needs to refund the termination fee.

  Business Response

  Date: 06/02/2023

  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. 

  Customer Answer

  Date: 06/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20110834, and find that this resolution is satisfactory to me.
  
  
  
  I finally received a call from a Cox representative. They were very nice and resolved my issues. It is a shame their front line customer service representative and supervisor can not resolve issues that don’t fit in black or white decissions. 
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:05/01/2023

  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.

  Internet stopped working. Utilized cox app for support. App lead me to set up appointment with cox tech rep to resolve. Cox Tech rep installed new modem to help. There was no notification to me at any point that I would be billed by cox to resolve their service and equipment issues. I was charged $300 for their equipment adjustment & install. Come to find out that neighbor called and had April bill credited back because cox is installing new lines in our neighborhood leading to service outages for weeks at a time in April. When I received my bill & reached out to Cox for support, only the "Chat" option was available. I outlined my issues multiple times, but they just bounced me back and forth to different departments with no intention of resolving the issues. These are dishonest business practices and I have not been able to rely on this company to honorably take care of me as their customer. I expect these charges to be removed from me as the customer and rightfully applied to Cox whom I have contracted for internet servicing. I also expect them to credit me back for every hour that they were unable to provide service to me for the month of April.

  Business Response

  Date: 05/02/2023

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

  Customer Answer

  Date: 05/04/2023

  
  
  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:04/17/2023

  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 are having internet issues from 9am to 4pm everyday for over month now. We have called and reported the issue many times and no one has been able to help us. We pay our bill on time every month but we’re not getting the service we’re paying for. My kids are being home schooled and I work from home, so this issue is very inconvenient for us.
  Someone came to fix it two weeks ago, but he couldn’t do anything, he said that it was gonna escalate the issue to another more experienced Technician we still haven’t heard from them. We still have the same problem.
  The upload is 0.00 which won’t let me do anything when it comes to my job
  We purchased new equipment to make sure that wasn’t causing the issue. The person that came said our equipment was fine that the issues was outside.
  
  Also when we renewed our contract they offered us unlimited internet and then they changed our package without letting us know.

  Business Response

  Date: 04/20/2023

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

  Customer Answer

  Date: 04/22/2023

  
  
  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:04/17/2023

  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.

  Have had connection issues from day one. Get run around and told its fine with no resolution. I pay for 250Mbps downloads and am lucky to get 1/4th of that on a good day. for 100+ dollars a month the service is terrible. When contacting support all i get is a push to upgrade services no help with the actual issue at all.

  Business Response

  Date: 04/20/2023

  We want to thank ****** ****** for taking
  the time to file his concern.  In receipt of
  this complaint, Cox spoke with Mr. ****** and we have
  addressed their concerns.  We sincerely apologize for any
  inconvenience caused.  Thank you.
  
  Cox Communications
  

• Initial Complaint

  Date:01/17/2023

  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.

  We terminated our contract and paid our final bill. We received one email from Cox after paying the bill for a customer survey. 2 years later, we received another e-mail from Cox stating they had transferred our account to The CMI Group to collect our outstanding balance of $30. When contacting Cox customer service, we were told that the $30 was a fee that should have been included in our final payment. It was not. All customer service can do is give us a link to pay the $30, but it has already gone to collections. This is not an acceptable solution. We can pay the $30 but we should have been contacted a lot sooner before they sent it to collections.

  Business Response

  Date: 01/19/2023

  We want to thank ******* ***** for taking the time to file his concern.  In
  receipt of this complaint, Cox spoke with ******* **** 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:11/16/2022

  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 recently downgraded my service to the essential 100 for 49.99. I had a chat with an agent about them wanting to charge me $264 for an early termination of a 2 year contract, the conversation did not go well. I told him that I had the service for a year and now they tell me it is a 2 year contract and I did not want to pay that fee and I was directed to call the loyalty dept. I called and the woman on the phone said she could do that for me and she downgraded my package. I then got a bill for 277 and I contacted chat again. The agents were not helpful and were rude and I got upset cause I am on SSI and I have received the government $30 discount cause I am poor. I then went to the local store to get the issue resolved and they contacted the loyal dept and the man said he would put in a request to have this issue fixed. It isn't fixed. I cannot afford $277, I asked if I could just have my service the way it was and serve out my 2 year contract and I get no answers. The customer service is rude. I have been placed on hold for more that 30 min, transferred to the wrong departments and treated like trash. I just want this fixed. I want the early term fee removed or just allowed to finish that contract even though the homelife service never worked anyway and the internet goes out for hours here for some reason. They treat the elderly like we have no place in society and if you are poor and elderly, it's worse. I have been lied to, humiliated and treated horribly. The chat agents put half of past conversations with other agents into the chat and manipulate what was said. I need this resolved and the elderly should not be treated like trash. If the agent on the phone, not the chat person, but the phone agent with the loyalty dept had said I was locked in the contract, I would not have changed the service

  Business Response

  Date: 11/16/2022

  We want to thank **** **** for taking
  the time to file her concern.  In receipt of
  this complaint, Cox spoke with Ms. **** and we have
  addressed her concerns.   Thank you.
  
  Cox Communications
  **************

  Customer Answer

  Date: 11/16/2022

  
  
  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:10/12/2022

  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.

  My internet has been going out constantly the last month. I've already missed 3 days of work because of it. Cox has sent people out to look at it. It's still not fixed! I was told Saturday that someone would be out between 10 - 12 on Monday. No one came! I've made several calls, filed a complaint with FCC and nothing.

  Business Response

  Date: 10/13/2022

  
  We want to thank the
  customer for taking the time to file his concern.  In receipt of
  this complaint, Cox spoke with the customer on October 13, 2022, we
  reviewed the network maintenance that affected his service. After review of the
  process, the customer agreed that service is working as expected. He is not
  confident it will last and expressed his concerns in seeking another provider.  We
  sincerely apologize for any inconvenience caused and would hate to lose a valued
  customer.  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: 10/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue was not a "maintenance" issue. It was a failed attempt to upgrade the network that took down multiple customers for over a month. The issue was not acted on accordingly and thus it was classified as "maintenance". The issue I have is that it took 5 technicians to come to my home and each told me different things. Cox is not a trustworthy provider and I wish for communication between us to cease!
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/25/2022

  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.

  we are being charged for the service tech coming out to connect our service, but we were told directly that it was not our issue, it was outside in the locked service box that we have no key or access to ourselves.
  we did not need help connecting inside.
  he told us two times that it was not our (the customers) fault and we wouldn't be charged the $100 service fee.
  there was literally no way for us to connect the outside cable, the cable dangling outside the LOCKED cable box, outside the apartment, on the outside of the building, that neither us or the property manager has a key to, but the tech had a key and told me directly that it was the cause of the connection issue. i already had everything connected inside the house.
  i was told we would only be charged if it was something we did wrong during set up or if they had to install any new wiring in the walls which did NOT happen.
  it was due to the disconnected cable outside.
  that we could NOT connect without the key that cox has.
  "tech noted a disconnected outlet."
  the outlet was OUTSIDE, in a LOCKED box.
  "The outlet outside is still apart of your connection."
  its a lock box FOR COX
  we are being taken advantage of, lied to, and now gaslit. its bad enough that no one else is allowed to service out here.

  Business Response

  Date: 08/26/2022

  We greatly appreciate our customer reaching out to us.  We have spoken with our customer and we believe she is satisfied with our
  efforts to resolve this matter. We sincerely apologize for any inconvenience.
  Thank you!

  Customer Answer

  Date: 08/26/2022

  
  
  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. This was handled in a very timely manner, with kindness.
  
  
  
  Sincerely,
  
  
  
  ******* ******