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

  
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  Cox Communications

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

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  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

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  Cox Communications

  519 Nw 23rd Oklahoma City, OK 73103

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  Cox Communications

  217 S Macarthur Blvd Oklahoma City, OK 73128

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:06/04/2024

  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
  

• Initial Complaint

  Date:06/03/2024

  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.

  Out of service for 8 days now. Had to close one day and not able to accept credit card payments for the last 7 days. We have done everything customer service has instructed and they finally scheduled a tech to come out on the eighth day. Sales person simply transferred to chat line.

  

  Business Response

  Date: 06/13/2024

  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 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 Escalation Specialist

  *** Business

• Initial Complaint

  Date:05/29/2024

  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.

  *** was the internet service provider for my business for 6 years. The building my business was recently sold and we had to move out, we are not in a new office yet as have moved remote working (small company). I went to cancel *** and they informed me the contract was auto-renewing every year and it did not matter if I occupied the building or not as it was not their concern. This auto-renew occurred without knowledge or authorization to me. In order to terminate the service (which I could not use as I am no longer in that building) they demanded over $1,000 and said I had no choice. Account #***************.

  

  Business Response

  Date: 06/03/2024

  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 on May 30 and June 3 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

  Customer Answer

  Date: 06/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/24/2024

  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.

  *** is billing me $25 or rather I should say my mother who passed away in 2021 on an account that I closed out and paid for in order to have an account of my own at the same address and this just started within the past month and I can't get them to do anything about it

  

  Business Response

  Date: 05/24/2024

  we apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.

  After reviewing the customer's account, we have waived the $25.00 fee for a returned payment. There was an overpayment made on the account which the customer had reversed causing the fee. *** can confirm there is a zero balance on the account.

  Sincerely, 

  *** Executive Escalations team 

• Initial Complaint

  Date:05/22/2024

  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.

  In September 2023 I purchased an Iphone 15 for the amount of $1500 company who was running a promotion of giving you a rebate of $500 in the form of a debit card after switching to their service for 90 days. I have not received the rebate. I have made serval phone calls and just get passed around until I eventually wind u[p with some nugget who does not have a clue. Now the company denies that the promotion existed. Rather an obvious bait and switch program.

  

  Business Response

  Date: 06/03/2024

  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 Resolutions
  Cox Communications, ***********

• Initial Complaint

  Date:05/13/2024

  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.

  I told *** a few months ago that there was wires pulled up all the way down the street and across the street from the county doing construction and they didn't do anything about it. I told them again yesterday and still nothing was done then my Internet went out today a few times and came back on. The wires are exposed and can get ran over by tractors. I sent them pictures on *********

  

  Business Response

  Date: 05/20/2024

  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 have contacted the customer directly to address their concerns and are working to provide a successful resolution. On 5/13/24 our Field Support removed the unused and exposed wiring in neighborhood. The customer has a temporary service line laid above ground that will be buried by *** vendor ITG, who handles *** construction request. 

  
  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
  Executive Escalations Support Team

   

• Initial Complaint

  Date:05/06/2024

  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.

  I switched services from *** to **** mid-February. Since then, it has been impossible to cancel my old *** account. I tried several times by chat and phone. They put me on endless hold and the communication leads to nowhere. I am still getting bills and late notices from *** and hope that this will end.

  

  Business Response

  Date: 05/08/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's billing concerns.

  After reviewing their account, *** has disconnected the account and credited back to April 22, 2024, when the customer called to disconnect. This resulted in a zero balance due on the account. However, the customer still has the Pano modem and if it not returned withing 7 days, the customer will be charged for the modem. They can return it to a *** Solution store or any *** location.

  Sincerely,

  *** Executive Escalations team 

• Initial Complaint

  Date:05/03/2024

  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.

  Well when we signed up for service *** was running a promotion for when you signed up as a new customer you were eligible for a 250 dollar gift card. I waited my 90 days and made sure I was never late and patiently waited for my email that offer id. I had to call them 8 times before someone finally said "I'm sorry this is our mistake you are eligible for the promotion let me just get you that offer id. So now more then 6 weeks have gone to get a notice about an error has occurred ON THEIR END AGAIN and somehow oops I can't get this promotion now despite being told I absolutely am eligible for but they don't know how to fix it and nothing else. This is classic bait for getting new customers under a false promises. If you guys can't resolve this I will absolutely find a lawyer for consumer protection and ****

  

  Business Response

  Date: 05/06/2024

  We have contacted our customer directly and addressed her concern.  Thank you!

• Initial Complaint

  Date:04/29/2024

  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.

  There is a *** wifi hotspot near my house so I decided to use the hotspot for internet access for the time being. On April 26 2024, I purchased a 7 day hotspot pass for $20. On April 28 2024, the wifi randomly stopped working. The network would still show in my phones wifi settings but it never actually connected to the internet. I tried putting my phone in airplane mode for a while, turned off the wifi from my phones settings, forgetting the network then try to log back in, but nothing worked. When I put in the password I got when I purchased the pass, the site said I was connected while my settings said the wifi had no internet connection. Eventually, I finally decided to just talk to customer service. I was connected to a live agent at 5:45pm. At first, I legitimately just wanted the hotspot to start working again but the agent did not do anything to troubleshoot the problem besides tell me to turn off my wifi for five minutes then try to turn it back on (that was literally the first thing I tried). Then they just kept sending me messages saying to give them a few minutes to look into the problem then they started transferring me to different agents. When I saw a fourth agent show up, I told them I just want a refund at this point since they cant fix the hotspot and obviously no one wants to pay for something they cant use. The fourth agent said they think the complaint department would be able to help me better but then ended the chat from their end. They ended the chat at 7pm with no resolution. I already had to wait an additional 30 minutes to get connected to a live agent to start with so I spent almost two hours trying to get help with an issue that shouldnt be so hard to fix.

  

  Business Response

  Date: 05/08/2024

  We apologize for the frustrating experience and appreciate the opportunity to address the customer's concerns.

  After reviewing the customer's attachment, *** has processed a refund for the Hotspot. The customer should receive the refund in the next 3-5 business day. In regards to the customer's text interaction with our representative, we have provided feedback. 

  Sincerely, 

  *** Executive Escalations team 

• Initial Complaint

  Date:04/26/2024

  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 having services with *** for a few years and things such as service have not been as good as expected but I am not one complain much. I go without service due to outages and I understand things happen but it happens pretty often but I am content for the most part with the service. My problem I have is II had a recent disconnection due to unforeseen expenses which was in february but I got caught up and I paid my bill which is 70 dollars a month. This is a deal I was offered for Internet and it came with additional data but I didn't care about the additional data because I don't need it but it was cheaper and included so i got it. I have been on it for a while now. When I paid my bill I had to chat with someone about getting my service activated which I do not know why because the system was the same as usual. you pay your bill and service is turned back on. So I did the chat and my service was restored and then I look at my bill and it was double. They went up on my internet and charged me 50 dollars for additional data. None of this was ever said to happen because I would not have went for that. So I go in the app and I put my same offer from before back into effect. I talked to someone about it and I tell them about the situation and they said it will go back to the rate next month. That is not good enough and I feel like I was screwed over and never told any of this. You don't change someone's rate and do not tell them. So I want this to be corrected so I can pay my bill before they disconnect it. But I am not going to pay double the price. I feel this should be fixed and what was done was fraud pretty much. I am dealing with my father dying of bone cancer and I don't need or have the time for this right now. I have to handle everything for him and it is hard enough just dealing with that so I would appreciate if someone could look into this.

  

  Business Response

  Date: 04/30/2024

  *** 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