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

  2121 Airline Drive Metairie, LA 70001

  
• 

  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

• 

  Cox Communications

  519 Nw 23rd Oklahoma City, OK 73103

• 

  Cox Communications

  217 S Macarthur Blvd Oklahoma City, OK 73128

• 

  Cox Communications

  1906 Eraste Landry Lafayette, LA 70506

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:07/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a phone, internet, cable subscriber through the years. Currently, I only have phone and internet. For several years, I have had no phone service and addressed this when speaking to a *** to either remove service/billing issues. No resolve. In fact, I have continued to pay for this service due to their be no cheaper alternative through *** (per customer service ***) and I would lose the bundle perk. This was the same approach when I attempted to remove cable in the past. If they looked through my billing and phone usage, it is clearly evident that there has been no phone use for quite some time.

  

  Business Response

  Date: 07/12/2024

  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 Resolution Specialist
  Cox Communications, **************

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  I have not gotten any letters, calls, emails, text messages, nor voicemails indicative of anyone contacting me on behalf of ***.  Additionally, I hope their efforts to establish phone contact were NOT made by calling the inoperative landline phone which is the basis of my ongoing issue.  
  Regards,
  
  ***********************************
  
   

  
  

  

  Business Response

  Date: 07/29/2024

  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.  We have attempted to reach them at the daytime number listed on the complaint. 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 Resolution Specialist
  Cox Communications, **************

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My response remains the same.  I have not been contacted by phone, email, text message nor have any voicemails been left. I am not going to answer any and all phone calls since I have no idea which is legit or spam.  Here's a suggestion, would your office be willing to provide a direct phone # or email address as well as a name of the person or department that I will need to speak to.  

  We've been going back & forth with no resolve.  It's bad enough, my internet was inoperable through this past weekend and when I tried to report it through chat/text because that's usually better than holding indefinitely for an agent, it continually gave an automated response saying "*** is aware of the outage and is working hard to restore service.  No need to contact them."   

  I also can provide an alternate contact # for myself if needed.  

  Regards,
  ***********************************
  
   

  
  

  

  Business Response

  Date: 08/13/2024

  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.  If there is an alternative number provided, we can attempt to contact the customer again. 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 Resolution Specialist
  Cox Communications, **************

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  In my last response, I asked for a direct number or point of contact so I may initiate contact with them.  None was received.  The company is adamant they are contacting me yet there has been no email, text message, or voicemail. 

  BBB - if I provide an alternate number in the body of this email, will it be kept private from the published thread?  

  Regards,
  
  ***********************************
  
   

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  In February 2024, I noticed *** was overcharging me - I did not change my service. I learned I was being charged for a movie package I NEVER ordered. I was being overchared $65 more a month than I should have been paying for several months. They fixed my bill in March to its original rate but NEVER credited me. The tech ensured my rate was level after the incident - as in not an "introductory rate" or sale. I've been a customer for several years. It has been a few months, and suddenly, with my July bill, my bill soared another $89 for no reason. I've asked for my bill to be credited immediately and my bill returned to what it was before. I was on tech support for 5 hours with no resolution. *** is supposed to be a reputable company. This seems to be willful abuse of customers to overcharge and then say that the customer made changes or that a discount expired. Once again, I had no discount - I simply had basic internet and TV service. I am formally reporting that *** is fraudulently charging and increasing rates without the prior consent of the customer. I can't even get a person on the phone to discuss this. I expect a personal response and for my account to be credited and returned to the previous rate. Warning to all customers - do not trust **********************.

  

  Business Response

  Date: 07/10/2024

  *** made attempts to reach *************************** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should ********************** wish to discuss this matter further, they can reach a *** representative at the contact information provided.
  
  Cox Communications

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with *** Cable For at least 40 years and these last few years has been the worse. And for this complaint we have been without cable, internet or telephone since Friday and all they tell me is they working on it and there is no estimated time of repair. I dont think I should have to accept this from *** once again. Please help me with these people

  

  Business Response

  Date: 07/09/2024

  *** made attempts to reach *************************** in receipt of her complaint; however, we did not have the opportunity to speak with them. Should ****************** wish to discuss this matter further, they can reach a *** representative at the contact information provided.  
  
  Cox Communications

• Initial Complaint

  Date:07/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a New Apartment. Upon trying to connect my Internet I was informed that the previous tenants left an outstanding balance. I provided a copy of my Lease, DL and SSN but still Im unable to get service due to no fault of my own. I have did all of my due diligence with this matter since June 24 to no avail. I reached out again today to Cox Communications to get the same answer that its fraud on this Unit and there is nothing but to continue to wait. What else can I do to prove Im not the previous Tenant. Do I have to get a notarized form. Please help with this issue. Thanks

  

  Business Response

  Date: 07/05/2024

  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. 
  
  ********************
  Executive Resolution Specialist
  Cox Communications, **************

• Initial Complaint

  Date:07/01/2024

  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.

  When I started with ***, I signed for the $50 straight up internet where I pay 1 fee of $50.00. My son was complaining his game was lagging too much so Up the service to 70 I believe but no one informed me that there would now be an overage fee since the service was no longer Unlimited. I started be charged between ******* which was INSANE for mediocre internet service. If its going slow its going out in my area and I use the internet because I work from home. While I was losing money from work because my internet was IN & OUT. I was being charged $$10 for 1 overage gig which would total to 100 in overage fees and when my service is out for 1 day( which I make about $200 a day) *** will only credit my account about $10-$20 dollars for their error. So while I lose out on money from my job, *** makes more off of **** called *** and spoke with ****** I believe and informed that I need to go back to my original package because I was under the impression that I would only be spending $20 more a month and that seemed to be incorrect. Rep stated that she was unable to put me back to $50 a month and instead changed my package to $100 a month unlimited. I agreed and informed rep that I will file a better business bureau complaint due to inconsistency. I would like fees to be refunded and my service to be restored to my original plan

  

  Business Response

  Date: 07/01/2024

   

  Dear BBB: 

  Cox Communications Northeast Executive Escalations team responds to BBB Complaint # ********. 

  We have worked with our customer and provided the proper information regarding all noted concerns. This matter has been addressed. 

  Respectfully, The Northeast Team

   

   

• Initial Complaint

  Date:06/13/2024

  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.

  My company, C&S ********* Services, has been having troubles for years now with my internet, constantly coming out at least monthly and never actually fixing the problem. I reboot my internet every day when I come in and I still have problems, a tech was out today working on it. I am under contract till 3/2025 and they are trying to embezzle another $3300.00 to let me out of my contract after years of abuse, all I want is to get out of this contract and find a good provider.

  

  Business Response

  Date: 06/17/2024

  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. 
  
  ************
  Executive Resolution Specialist
  Cox Communications, Northeast Region

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/12/2024 PLEASE HELP GOOD EVEING MY FULL NAME IS ************************ IM SUMMITING A COMPLAINT BECAUSE *** CABLE HAVE MY HOME ADDRESS ACTIVE FOR SERVICES. BUT I CANCELED MY SERVICES WITH *** CABLE 2 MONTHS AGO. I ALSO WENT TO THE *** CABLE STORE ON LOB-**** STREET AND PAID OFF MY REMAINING BALANCE OF $19.00 DOLLARS. PLEASE HELP IM HANDICAP DISABLE . ******** BECAME MY NEW PHONE PREPAID AND HOME WI-FI CARRIER 5 DAYS AGO THANK YOU

  

  Business Response

  Date: 06/20/2024

  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 reviewed the customer's account, and our records show that the customer called on June 12 and June 14th, 2024, and was not able to authenticate the account using the two-step verification that was registered by the customer, this is something that the customer steps up for themselves to protect their *** account, if the customer is not able to verify the account or has a new number, they should visits www.***.com (my account)and then they can reset their password and they will be able to verify the account and our agents will be able to then help them via the phone.the next option is that the customer can visit our store with two forms of ID, and they will be able to assist them.

   

  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.

  Executive Resolution Specialist

  Cox Communications,

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a *** customer with 4 tv boxes. I for a few years I only have one box being used. I am being charged for 3 boxes I do not use. I have had several technicians here for various appointments. They have upgraded equipment and took the old boxes with them. I have also sent some back in the mail. I am being charged for 3 boxes that do not exist in my home. and this has been going on for years. I have called *** and complained and they say they have no records of receiving the returned boxes. What else can I do??

  

  Business Response

  Date: 06/10/2024

  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.

• Initial Complaint

  Date:06/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cox Communications is the sole internet provider in our region, effectively operating as a monopoly and consequently showing little incentive to ensure a positive customer experience.Over the past several months and years, *** has repeatedly conducted planned maintenance without notifying customers in advance. The most recent instance occurred on June 6, 2024, at 12:30 am when internet service was abruptly terminated. Upon calling the residential customer hotline, an automated message acknowledged the issue. Further investigation through online account resources indicated that maintenance was being conducted in the area. However, there was no prior notification via email or text message to customers. Additionally, all attempts to speak with a customer representative via phone were thwarted by the hotline's automated system due to the ongoing outage.Contacting the *** managed WiFi solutions business hotline resulted in being directed to a "your call is important to us" mailbox. Furthermore, communication with ***** text message support merely provided links to online resources (inaccessible during an internet outage) or phone numbers leading to the same automated systems refusing to connect to a human representative.I am seeking honest answers to the following questions from someone knowledgeable on these matters:- What is the guaranteed uptime for the bulk contract that I am part of? Does this include planned maintenance work? What about unannounced maintenance work?- Why is your text message support team not equipped to provide customers with useful information beyond what the automated phone system can offer?- Why do you make it impossible for paying customers to reach a human representative over the phone during an internet outage?- Why do you not communicate planned outages to affected customers beforehand so they can plan accordingly?Moreover, I urge *** to implement policies that will ensure an acceptable level of customer satisfaction.

  

  Business Response

  Date: 06/10/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customers service concerns.
  
  An Executive Escalations Specialist spoke to the customer on June 6, 2024. Since there are less people online in the overnight hours, *** does do maintenance causing outages. We attempt to keep the time to a minimum. However, we are working on better ways to notify the customers of upcoming outages.
  
  Should the customer have any further questions or concerns about this issue, they have the Specialists direct number.
  
  Sincerely,
  
  Executive Escalations team
  

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The written response from *** fails to provide resolutions discussed during my phone conversation with Executive Escalations Specialist ******. We talked about straightforward ways to notify customers of upcoming maintenance outages, such as a simple list of planned outages in the customer portal or, preferably, an opt-in email or text-message notification system. While I appreciate ***** efforts to improve customer notifications, I request a rough target date for implementing these changes.

  Additionally, several critical aspects of my complaint remain unaddressed in writing:

  Guaranteed Uptime for the Bulk Contract: I was informed over the phone that *** does not guarantee any uptime, which raises concerns about the legality and fairness of this policy. We also discussed the need for automatic reimbursement for service outages. Currently, customers must endure lengthy waits and multiple representatives to receive a minimal credit. We agreed that this process is disproportionate. Are there plans to implement an automated reimbursement system? If so, what is the target date for this implementation?

  Customer Support During Outages: It is currently impossible for customers to reach a human representative during an internet outage. I was told on the phone by the Executive Escalations Specialist that this issue has been a frequent complaint. Are there any plans to revert to a system where customer service is accessible during outages? If so, what is the target date for this change?

  While having direct contact with the ******************************************* is helpful, it does not improve the overall service for ***** 6.5 million customers. I am advocating for changes that benefit all customers, including better availability of managed WiFi and residential technical support staff, as well as enhanced capabilities for your text message chat team.

  For accountability, I request a full response in writing addressing these issues.

  Regards,
  
  *********************
  
   

  
  

  

  Business Response

  Date: 07/17/2024

  Dear BBB,
  
  Cox Communications is responding to the complaint and rebuttal ID# ******** filed with your office on June 06, 2024
  
  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. *** is committed to providing its customers with a high-quality Internet access experience. The disclosure below explains the performance characteristics,commercial terms, and network practices for broadband Internet access services (BIAS or ***************** or Services) provided by ***.
  
  **********************************************************************
  
  We appreciate the opportunity that the BBB has given to us to assist our customer.
  
  Executive Resolutions
  Cox Communications, Eastern Region

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from *** is entirely unsatisfactory and fails to address any of my specific concerns. It is filled with generic and empty statements that do nothing to resolve the real issues I raised. There is no mention of guaranteed uptime for the bulk contract, nor any commitment to automatic reimbursement for outages. Furthermore, the issue of inaccessible customer support during outages remains unaddressed. **** refusal to provide concrete answers or timelines demonstrates a lack of accountability and respect for their customers' time and concerns.
  Additionally, the provided link (**********************************************************************) does not answer any of my questions about service updates and availability. It lacks any specific guarantees or estimates regarding service uptime or planned maintenance notifications.
  I expect a direct and detailed response to each of my issues, including target dates for any promised changes.
  
  Regards,
  
  *********************
  
   
  

  

  Business Response

  Date: 08/21/2024

  Dear BBB,
  
  Cox Communications is responding to the complaint filed with your office on June 6, 2024, with the assigned BBB Complaint ID: ********.
  
  In our previous response, we outlined our commitment to customer satisfaction and provided resources to refer to via our **************** Agreement and Internet Disclosure regarding performance.
  
  Our position on this matter remains unchanged. We are confident that our practices are in full compliance with all applicable state and federal regulations, including those set forth by the FCC.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  *** ******************** Team

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up equipment from the *** store for a new service. However, once installed, the equipment did not work. As instructed on the paperwork, I called their support number and was told they would have to send a technician to my home to determine the problem. I was also told that I would not be charged for the technicians service call if it was determined the problem was Coxs faulty equipment, but I would be charged if the problem was my personal faulty equipment or incorrect installation. I was offered the opportunity to purchase insurance to cover the cost no matter what the issue was, but I declined. The technician came to my home and easily determined, by the error code, that the problem was **** faulty equipment. (This error code had been provided on the phone call, so I should not have been told a technician was required.). The technician said the equipment hadnt been reset when it was returned by a previous customer before being reassigned to me, and there was nothing I could have done to make it work. He said this happens quite often, unfortunately. He exchanged the equipment with another, which corrected the problem. Because the problem was with the *** equipment, not mine or my actions, I should not have been charged for the technicians service call. However, I was charged $100 for it on my next bill. I called ***, but was told I was charged since I didnt have their insurance, and it didnt matter who was at fault. I asked that the initial phone call, which they had recorded, be reviewed to confirm what I had been told, but the person refused. I then went to the *** store but was given a different phone number to call; I was told a complaint would be filed and I would receive an email within 24 hours with the decision. This was several weeks ago, and I still have received nothing. Assigning faulty equipment, requiring a service call, and requiring an insurance purchase or pay a $100 fee is apparently a dishonest practice commonly used.

  

  Business Response

  Date: 06/05/2024

  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 reviewed the account and determined the charges are valid, the technician was sent to the customer's home for a non *** related issue, the problem was the customer's input on the ** being incorrect which should have been referred to the ** manufacture and or its manual, if *** is sent out to correct non *** related issue then the charge of $100.00 will be applied, *** understands that individual may need additional assistance and offers a $10.00 a month plan (*** complete care)  that allows for us to come out free of charge for these situation, which the customer declined when speaking to our rep ******** May 16, 2024.  
  
  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 and deeply sorry we were unable to successfully resolve.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer
  
  
  Executive Resolution Specialist
  Cox Communications