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

  4771 Bayou Blvd Pensacola, FL 32503-1930

  
• 

  Cox Communications

  320 Racetrack Rd NW Fort Walton Beach, FL 32547-1554

  
• 

  Cox Communications

  9409 W Highway 98 Ste 20 Pensacola, FL 32506-6134

  
• 

  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  

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:06/05/2023

  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.

  Every time I call Cox about trying to lower my bill, I either get lied to or they try to upsell me.
  I asked to have my phone service removed. They said I would need a different modem. An IT person told me it is voice over internet not an actual landline so I shouldn't need a new modem. I wanted to lower my channel package so I could get a smaller bill, they lied to me about my having the cheapest package already. person on phone offered me extra channels for what I'm paying now but said I would need upgraded equipment but didn't tell me it was going to cost 100 dollars to have a tech do it. I don't know how to install this equipment so now I'll have to pay to send the equipment back via UPS. I just want to drop my phone service and get a less expensive channel package without all the runaround

  Business Response

  Date: 06/07/2023

  We are sorry for this frustrating
  experience and appreciate the opportunity to address the customer’s concerns.
  
  Our Executive Escalations team
  member reviewed the customer’s account history and contacted them on June 7,
  2023, to share her findings. The customer’s phone service has been removed,
  making their monthly rate $166.62.  Cox
  will be also swap out the modem at no charge.
  
  We’re glad to hear from the team
  member with whom the customer spoke that we’ve addressed the issue to their
  satisfaction.
  
  Sincerely,
  
  Cox Communications Executive
  Escalations team
  

• Initial Complaint

  Date:05/31/2023

  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.

  On May 7, 2023, at 04:16:11pm, I contacted Cox to arrange a payment arrangement and to get a credit for $30 for a suspended service that occurred on Cox error, and I never got the $30 credit. The agent's name was Paresh. R and he/she offered me a promotion service that I would pay $6.79 per month- yes, you read it right- $6.79 for 500 MB/10MB. I asked several times if instead of paying $130 per month, I was going to pay $6.679 per month. The agent insisted- it was correct. Upon checking my account, I see that not only this was a lie, but my balance increased and my $30 was never credited. This company is not only a bunch of crooks, but they hire agents from third-world countries for cheap labor that can barely speak or comprehend English.

  Business Response

  Date: 06/05/2023

  We appreciate the customer sharing their experience with us.

  We have verified the customer's $130 per month rate, which is a 24-month promotion that includes the upgrade of their Cox Internet subscription (from Preferred to Ultimate), modem rental, and Cox's unlimited data plan. We apologize for any confusion and conflicting information received concerning their pricing. After the promotional period expires on 6/26/2025, the monthly rate will return to its then effective retail price. Afterwards, the customer may contact our Loyalty team to determine whether they are eligible for any additional offers. The team can be reached directly at 1-844-227-3943.

  To address the $30 credit that should have been given to the customer, we have applied a courtesy credit of $30 to their account. Please allow up to 72 hours for this credit to reflect on the customer’s account.

  Cox appreciates that this matter was brought to its attention. To improve the customer experience, we have communicated the customer’s feedback with Customer Service Leadership.
  Sincerely,
  
  Cox Executive Escalations team
  
  

  
  

  Customer Answer

  Date: 06/08/2023

   
  
  Complaint: 20122861
  
  
  
  I am rejecting this response because I have a complete record of that day's chat, and I expressly indicated the amount multiple times during the conversation. It's not my issue if COX hires people who can't read English. Cox alone is accountable for putting things right. This option is unacceptable to me since it raises my expenses. At the current rate of inflation, I cannot afford to pay much more. If COX does not resolve this issue, I will search for another internet service provider.
  
  Sincerely,

  ******** *****

  Business Response

  Date: 06/23/2023

  Thank you
  for the opportunity to address the customer’s concerns.

  Please note
  that the $6.79 per month deal
  the customer was offered represents the price difference between
  their former rate of $123.98 (plus tax) and the cost of upgrading their
  Internet plan to Cox's Ultimate Internet (500Mb/10Mb) with unlimited data and the rental of our modem. The
  actual price point after taxes for the upgrade in service is $129.96 (for 24-months), thereby
  reducing the price difference between the two plans. Nevertheless,
  we apologize for any confusion that this has caused.
  

  If the customer wishes to return to their former Internet
  Preferred Plan, we can offer them a price point of $115.33 (including taxes)
  for 24-months, which
  still includes Unlimited Data and modem rental. We
  have attempted to contact the customer at the telephone number provided on the
  complaint, but were unable to leave a voice message due to their voice mail
  being full. To
  activate this plan, the customer may contact our Loyalty team at 1-844-227-3943
  (or 850-682-5131, option 5) or by replying to this message.
  

  Sincerely,
  
  Cox Executive Escalations team

• Initial Complaint

  Date:05/25/2023

  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.

  When my Husband and I moved into our current apartment on 2/3/23, the Leasing Manager told us that Residents of ********* ** ******* used Cox Exclusively for Internet and Cable Services, thereby granting all residents a Discount for these Services. I called Cox Communications on Monday, 2/6/23 to set up an appointment for a technician to install WiFi and Cable for Saturday, 2/11/23. I had to call Cox AGAIN on Monday, 2/13/23 because neither WiFi NOR Cable we're working as of Saturday evening!! :-(. The SAME Technician came out Wednesday afternoon, she Rebooted the Modem, showing me how to do that, and both services worked again. The Customer Service/ Sales Department of Cox REPEATEDLY tried to talk me into signing up for Auto-Debit or E-billing; however, I TOLD each CSR that I would ONLY pay their bills Once I Had Received an actual bill in the mail.
  I have Supposedly had two (2) Bills mailed to my current address, SUPPOSEDLY on 4/8/23 and on 5/8/23. It is CURRENTLY Wednesday, 5/24/23, and I have received NEITHER of those bills; however, Cox now CLAIMS that I am two months Past Due, and has SUSPENDED my access to these Services! :-( I am a stroke survivor who's doctors told me that 1. I BARELY survived the first stroke; 2. I would NOT survive a second stroke; then 3. 5 years later, I developed EXTREMELY High Blood Pressure { I take five BP medications}, making Frustration like THIS not merely an inconvenience, but Potentially DEADLY!!!
  I called Cox Communications 1 (800) 234-3993
  Today, Wednesday, 5/24/23. I spoke to Davis in the Billing Department. He said that he understood my frustrations; however, he would HAVE to take a payment over the phone to Restore my Services! (??). I asked to speak with someone in Upper Management. I also asked David to Explain to the Manager what we had discussed BEFORE Transferring me. David placed me on Hold 4 times before saying that he was Transferring me Directly to His Supervisor; but I was put in line for a CSR!! :-(

  Business Response

  Date: 05/31/2023

  We’re sorry for this frustrating experience and appreciate the
  opportunity to respond to the customer’s concerns.

  A member of our Executive Escalations team spoke with the
  customer on 5/25/2023, to share his
  findings. We are not aware of any billing
  delivery issues in the customer's area. Generally, when bills are
  undeliverable, the account is automatically marked as having not received the
  bill: further review of the customer's account does not indicate that the bills
  are undeliverable. According to the customer, they have also spoken with the
  postal office and property management, and they have confirmed that there are no issues on their end. Since the customer has
  refused to make a payment until they receive
  a bill, they were encouraged to log into their “My Account” at www.cox.com. Moreover, when our Specialist
  offered to provide the customer with their account number to access their
  online account, the customer indicated that they did not have anything on hand
  to write the information down. When the customer is ready to receive this information, they should contact our
  Customer Support team so that they can view their bills right away. In the
  meantime, as part of our efforts to assist the customer, information on how to
  access their bills electronically has been sent to the customer’s email address
  provided in the complaint. In addition, we have requested a reprint of their
  Cox bills, which should arrive within 7-10 days.
  

  The customer has also expressed concern about not being notified
  in advance of their service interruption. However, Cox records confirm that
  numerous attempts were made to contact the customer via our automated dialer
  regarding their past due balance. Reminder emails and text
  messages were also sent to the customer to remind them to contact us to arrange a
  payment arrangement or to discuss
  alternative options. Since we did not hear from the customer, the account was
  placed in non-paid disconnect status. As of 5/23, Cox has stopped billing the customer for service. To restore service, the
  customer must pay the past due amount and can do so by calling our Customer
  Support team at 888-269-9693.
  

  Sincerely,
  

  Cox Executive Escalations team
  
  

  
  

• Initial Complaint

  Date:05/15/2023

  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 recently attempted to schedule a cancellation with Cox. I had signed up for a 1-year internet contract with Cox and wanted my account to be disconnected at the end of the contract so that I wouldn't have to pay any additional bill for a new month of internet. However, I am told that I still owe Cox $16.
  On May 2, I called to schedule the cancellation for the end of the contract. The Cox rep initially had trouble because she said I can't schedule a cancellation on the phone until the end of the contract and that I would have to call back to cancel on May 15. Finally, she said she scheduled the cancellation. 2 days later, my internet was disconnected 11 days before it was supposed to be. I was transferred between several reps who couldn't resolve the issue. One finally recommended I remove my scheduled cancellation, reconnect for the last 11 days and call back on May 15 to cancel again. I agreed and tried to have my account reconnected. IT STILL DIDN'T WORK. At this point, after spending hours on the phone, I decided not to pursue reconnecting my router and just finish the last 11 days without internet and call on May 15 to cancel.
  Throughout this process, I was assured by MULTIPLE reps that if I paid my final month's bill and call to disconnect on May 15, I wouldn't receive ANY additional bill. When I called on May 15, I successfully cancelled my account, and at the end I was told I still owe $16. This is ridiculous. The rep couldn't even explain why the bill was specifically $16. I followed every step to cancel my internet without additional bills given to me by the reps, and I am still going to be sent a bill in the mail.
  I absolutely do not plan on paying this fraudulent bill, and I want to receive explicit confirmation from Cox that the bill will not be charged to me and a collection agency will not be used to try to collect. Review the recorded phone conversations to confirm my claim. If anything, Cox owes me money for the days my internet didn't work.

  Business Response

  Date: 05/15/2023

  Thank you for the opportunity to respond to the customer’s concern.

  According to our investigation, the disputed amount reflects the prorated difference between the promotional rate and the retail price of their Cox service. However, since the customer requested that their service be terminated at the end of their billing cycle/promotional period, we have credited the $16.00 to reflect a zero balance.

  Cox appreciates that this matter was brought to its attention and has forwarded the customer's concern to the appropriate department for further review.
  Sincerely,
  
  Cox Executive Escalations team

  Customer Answer

  Date: 05/15/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20059451, and (assuming the commitment made by the business is fulfilled) I find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  **** *********

• Initial Complaint

  Date:05/15/2023

  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 need help again!! Have had no internet service from Cox since Apr 28 and they will fix it for $75 service call.
  Same drill as last year when i was w/out internet service for 3 weeks and OUT OF TOTAL FRUSTRATION, i ended up paying the service fee.
  No service, or sporadic internet for 3 minutes at a time this time!
  Have talked w Cox every day to fix issue to no avail!
  Why do we allow this monopoly on internet service???
  HELP!!

  Business Response

  Date: 05/18/2023

  We apologize for the customer’s frustrating experience and
  appreciate the opportunity to respond to their concerns.

  Our records show this issue was resolved on May 15, 2023, after
  our technician replaced the customer's modem. A credit was also applied to the
  account for the time the customer was without service. The credit will appear
  on the customer’s next statement.
  

  Should the customer have any further questions, they may contact
  our Customer Support team at the phone number provided on the Cox Bill
  statement.
  

  Sincerely,
  

  Cox Executive Escalations team

  Customer Answer

  Date: 05/20/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20055271, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/15/2023

  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.

  It's now been over 5 months since my install of cox internet. After multiple attempts I still have not been able to get the cable buried in my yard. I work from home requiring me to have a stable internet connection, the risk of the cable being damaged by the elements or my lawn care guy has me concerned. The lawn care company is fed up with mowing around those flags and exposed cables too.
  
  I called the 1800 number for Cox April 4th and have attached a screenshot of the length of that call. The representative I spoke with at first offered me $15 for the inconveniences after "looking into this" for 30 minutes. I spoke with a supervisor in the call center and he was nice enough to give me a credit/refund of $100 that I paid for the install. He also ensured me that the cable would be buried Friday 4/14 between 5-7pm. The tech called me on the way and said "I don't bury cables, I'm tech support". Great! Back to square one...

  Business Response

  Date: 05/16/2023

  Thank you for the opportunity to respond to the
  customer’s concerns.
  

  Our Underground team has
  confirmed that the drop/line has been buried and that the exposed cable has
  been removed.
  

  We appreciate the customer bringing this matter to our attention.
  

  Sincerely,
  
  Cox Executive Escalations team

  Customer Answer

  Date: 05/16/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20054038, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  **** ********

• Initial Complaint

  Date:05/11/2023

  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.

  Internet went down on 7 April. Tech showed up on the 10th. While fixing services, he dropped a modem and cracked my tv. He filed his report immediately. 2 days later and adjuster called and I provided tv model for reimbursement. No info for weeks. Tried calling and chatting online multiple times. Finally got a check for the amount, but it was made out to another customer with my address. I called yet again and was told it would be made a priority and taken care of. Over a month later and no contact as promised. I would like reimbursed for the tv and for the time I had to go without one due to Cox’s continual errors and lack of follow thru. (At least a months service) I am a fully disabled veteran with 5 children, one with special needs. Going without a tv, a service a pay a premium for is unacceptable. If I owed them money for a month, they would call me daily, when they owe money, they ignore.

  Business Response

  Date: 05/11/2023

  We apologize for
  the frustrating experience the customer had with us. Thank you for the
  opportunity to respond to their concerns.

  Our Damage
  Claims team has contacted the customer and corrected the name on the check. A
  goodwill credit has also been applied to their Cox account as an additional
  courtesy, which will appear on their next statement.

  We understand
  the customer is satisfied with this resolution.
  

  Sincerely,
  
  Cox Executive Escalations Team

  Customer Answer

  Date: 05/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20045967, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/25/2023

  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.

  Paid services not provided. No internet service since 4/19/23. Inconsistent service for several days prior. After a week of no service this is more than an inconvenience, this is a failure to provide .This service is a considered a utility and is necessary in this (and most) household for income/occupation, education(my child is homeschooled) and my home security. Cox is aware of this issue and has not given any form of resolution to the problem. Customer service is lacking on any future information such as when services will be restored or an alternative solutions like temporary internet hotspots for customers without service was told to go with other options/other companies knowing there are no other options in my area due to monopoly. They have used this opportunity to upsell their customers into purchasing higher internet plans see attached photos. This is an ongoing problem in the area and I provided screenshots of the Nextdoor Neighbor message board of the community not knowing what to do about this problem with Cox. This is a monopoly.

  Business Response

  Date: 04/26/2023

  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 Customer Care Specialist
  Cox
  Communications Executive Escalations Office

• Initial Complaint

  Date:04/19/2023

  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’ve had COX internet for a little over a year. March 2022 to be exact. I’ve moved 2 times (active military). Once was to another room (same building) and the second was to a new home. Cox is all I have in this area, so I can’t not use them. In the last year I’ve had multiple issues with their billing. Their WiFi is fine (very expensive but fine) when I moved rooms, they completely lost my account, all payment history and usage history, claimed I wasn’t a customer and made me repay to start a new account. Maybe my fault, maybe theirs, but I paid anyways because it’s all I had. Fast forward to February 2023 and I move again. Once again can only use cox. The move went fine, I told them in Advance I was moving and to swap WiFi over. Doesn’t work when I move in, they never turned off the old residents account. Fix it and it works fine for 2 months. I eventually upgrade to 1000MBPS and an unlimited data because I got a roommate. They made me pay a monthly charge for swapping before month ended. Ok, I paid 30$ extra on top of my normal bill. I think all is fine until aprils bill comes around. They want the normal bill + the 60$ extra. I contact and ask why. They couldn’t tell me. I finally got someone who could tell me why and explained it was because I swapped mid month. I explained I had already paid, and I won’t pay again. He/She couldn’t tell me why I was being charged again, and couldn’t help me any further. I then explained I will pay the monthly fee of my plan bill, but I won’t be paying the extra 60 on top of it. I ended the chat after. Going further back into my billing history after the chat, I discovered they’ve been charging a 10$ fee every month for ”Other Services”. I still have no idea what this is, even after asking yet another customer support representative. I have cancelled my WiFi connection since.
  
  Attached below is what my bill is supposed to be, and what it actually was.

  Business Response

  Date: 04/24/2023

  Cox's
  Executive Escalations SE Team submits the following response to this complaint.
  
  We
  would first like to apologize to our customer for the negative experience that
  (he/she) has encountered, and for any inconvenience that (he/she) has
  experienced as a result.
  
  A
  Cox Executive Customer Resolution Specialist reviewed our customer's Cox
  account.  The account records show the customer had a statement balance of $215.92 as of March 8, 2023 which included a balance transfer from old account, late payment fee, and also prorated charges from 2/20/23 (start date of service) until 3/5/2023 (end of billing cycle) with the ultimate level of speed for internet service and full month charges as Cox does bill a month in advance.  In addition, there were more prorated charges from 3/15/23 (date of change in package) until 4/5/23 (end of billing cycle).  We received a payment in the amount of $215.92 on 3/26/23, and new cycle charges were the generated for new billing cycle of 4/6/23-5/5/23 with the Gigablast speeds rate with the additional unlimited plan.  All charges are valid. The additional charges listed as "other services" is the protection plan which avoids service call fees associated with tech visits that are not deemed as Cox related issues.  The protection plan can be removed at any time.  The account is still active at this time.  Our Executive Escalations rep did attempt to contact you on 4/21/23 and also 4/24/23 to discuss this matter and was unable to reach you or leave a voicemail.  If further assistance is needed please feel free to contact our team at [email protected] for further assistance. 
  
  
  We
  would like to thank our customer for being a valued Cox subscriber.  We
  would also like to thank the BBB for affording us the opportunity to respond to
  our customer’s complaint.
  
  
  Respectfully
  submitted,
  
  
  Cox
  Executive Escalations SE

  Customer Answer

  Date: 04/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19953924, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/13/2023

  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.

  Called because we keep loosing service. Company kept transferring me refused to provide any answers or assistance. Was finally hung up on. Still loosing service and haven’t heard back from them. Neighbors are all saying the same thing. It’s an area problem that cox refuses to deal with. It gets worse and worse as more new homes go online.

  Business Response

  Date: 05/02/2023

  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 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.