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

  150 E Wilcox Dr Sierra Vista, AZ 85635-2524

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  Cox Communications

  1440 E 15th St Tucson, AZ 85719-6400

• 

  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:04/10/2023

  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.

  They have a cable that goes across my driveway and front yard that has been there since December 2022. They have been out 6 times just to look and say someone will move soon. It is a huge trip hazzard. My wife and I are both senior citizens and she has to come out when I cut grass to keep picking up so it doesnt get caught in mower blades. I think 6 calls and 6 promises to move in going on 5 months is long enough to wait. This company does not care at all. Please help

  

  Business Response

  Date: 04/11/2023

  We want to thank ********************************* for taking the time to file his concern.  In receipt of this complaint, *** 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:04/10/2023

  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.

  I called Cox Communications on Tuesday, March 21, 2023 to have a landline installed and added to my account. *** was scheduled to come on Thursday, March 23, between 3:00pm and 5:00pm. On Wednesday, I received a message that my request was on hold. I called to see why it was on hold. I was told that a technician was not available at that time and the appointment was rescheduled for Thursday, March 23, between 5:00pm and 7:00pm. I received confirmation for the appointment. The technician never showed up. I called *** and they said they didn't have record of the appointment. The appointment was rescheduled for Saturday, March 25, between 5:00pm and 7:00pm. I received a confirmation for the appointment. The technician never showed on Saturday. I called and they once again said that they didn't see an appointment schedule despite my having received a confirmation. I don't understand how I received confirmations for all of the three appointments, but they say they didn't have a record of the appointments. When transferred to a supervisor, he had the audacity to say I should have scheduled the appointment earlier. When I took the Saturday appointment I was told that was the only available time.

  

  Business Response

  Date: 04/26/2023

  ***** 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 she has encountered, and for any inconvenience that she has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The account records show the install order had been canceled. The Resolution Specialist put her in touch with a sales rep in order to get her order re-entered and scheduled.
  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations SE

   

  Customer Answer

  Date: 04/26/2023

  [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 ********.  The Resolution Specialist did put me in touch with a Sales Rep, but we were not able to resolve the issue. The case may be closed, but I'm still very dissatisfied because another issue arose regarding the portability of my phone number which should have been explained by the *** Rep at the onset of my initial request.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/04/2023

  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.

  Ever since I got ***, the equipment has not preformed correctly. The picture goes black, changes channel buy itself, freezes up can't change channel or access any function, happens during prime time hours, has not worked correctly since signed on. Can't talk to manager. Has put the complaints solely on the operators. Have had 6 six repairmen come out to try to fix . Each one says something else wrong. Talk about the last technician saying he don't know what he is doing. Tech before last say he had been with *** over 20 years. He should know what he is doing. But the last says he is dumb. Please help me I just want to watch TV. I am tired of booting everyday.And getting equipment changed that does the same thing. I hope one of the big shots listens to the recordings that they say they do every time I call.

  

  Business Response

  Date: 04/10/2023

  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 ** to assist our customer. 
  
  ********************
  Executive Resolution Specialist
  Cox Communications, Southeast Region

• Initial Complaint

  Date:03/28/2023

  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.

  10/30/22 ordered wifi pod online from *** $129.99 plus tax; received approx. 11/4/22 (pod briefly connected to internet once and lost connection. I tried moving the pod in various locations in my home and I moved the panoramic router to see if it would help. It never connected or worked. I called or chatted with *** customer service and was told I have 30 days to return the device for a full refund. I returned the pod in person at the ******* Blvd. location on 11/28/22 at approx. 11:10 am. The employee scanned the device and told me it was taken care of. I waited a week and did not see a credit on my account. I called customer service and was told it can take up to 30 days for the credit. I waited until the end of December and chatted with customer service. They "wrote a ticket" and said I would receive credit in 5-7 business days. In January I had not received credit so I called or chatted again (I can't remember at this point because I called and chatted multiple times.). I was given another ticket number and told 3-5 days for a credit. This time I had to give my debit card number because they said they don't issue cash refunds. They would credit my debit card. I never received a credit. I got an email stating that I have a bill due so they can't issue a refund. I called and spoke with a supervisor. They said they can't see where it was returned and I have to go back in to the store where I returned it. I went in on March 6th (I believe) and spoke with *** who told me a refund can only be issued within 14 days not 30 days. I told him I was told 30 on the phone and I want a refund or my wifi pod back because they took it and scanned it when I turned it in. Why did they keep it if they cant issue a refund. He said he would check into it call me in 30 mins. I never heard from him and I called the store that afternoon, left a voice mail for him. He still hasn't called me back. I want a refund. At the very least I want the product I purchased.

  

  Business Response

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  I canceled my internet services in August 2022.I signed in to my *** online portal 2 days ago to collect statements for the previous year for my taxes and noticed I was still being charged for the monthly service charge. I had returned the equipment to a local *** store shortly after speaking with a representative. This was 6+ months ago and I no longer have the receipt.I called customer service and they said they would refund my account back to August and also ensure that I didnt get charged for the equipment. They stated that they filed a lost equipment form.Today I received an email that my refund was denied and also that I have a balance due on my account. The company is not willing to recognize that they made a mistake and has a technical error. I am owed over $600 in refunds and also an answer to the missing equipment for which they claim I will be sent another bill soon. I deserve a resolution.

  

  Business Response

  Date: 03/28/2023

  Were sorry for this frustrating experience and appreciate that this matter was brought to our attention.

  
  We have confirmed the customers interaction with our agent on August 20, 2022, regarding their request to close their account. It is our sincere apologies that the account was not closed as expected. The customer's concern has been forwarded to the appropriate department for investigation.

  
  Further,*** has placed the equipment that the customer claims was returned into lost status and refunded all payments received between 8/23/2022 and 3/23/2023,resulting in a refund amount of $735.89. An email has been sent to the customer on how to receive the refund from *****************.  
  

  The following is how we arrived at the amount that is owed to the customer:
  
  Payments/credits owed     *** statements
  
  $65.71                             8/1/2022 (A prorated bill, customer is only responsible for service used from 8/1 to 8/20)
  $103.77                           9/1/2022
  $103.77                           10/1/2022
  $103.77                           11/1/2022
  $103.77                           12/1/2022
  $104.83                           1/1/2023
  $104.83                           2/1/2023
  $45.44                             3/15/2023 (A partial bill after closing account)
  
  $735.89
  
  We regret not being able to resolve this issue sooner for the customer, and we hope that we will be able to regain their trust and serve them again in the near future.
  
  Sincerely,
  
  

  *** Executive Escalations Team
  
  

  
  

• Initial Complaint

  Date:03/27/2023

  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.

  My internet service with *** communication continues to go off and theres a recording that they put on the line that states the entire area is out then it hangs up on you so you cant speak with a live person request a credit or find out if you can do something to get the service working again. They are not providing quality service and dont want to hear from their customers. I spoke with several people today who were rude hang up on me and transferred me to blank lines 1st **** 2nd ******* 3rd ***** none of who knows anything about customer service. They refuse to let me speak with a supervisor. If you cant get a resolution to a problem when it occurs what are you paying for? I spoke with three people receiving a check for nothing. This is the second time Ive had this problem in less than 30 days. I dont think Im under contract and if I am I would like to get out and cancel my service. My cable is underground and I dont see a need to be having this trouble.

  

  Business Response

  Date: 03/30/2023

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

• Initial Complaint

  Date:03/27/2023

  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've had *** **************** since 2021 after moving to *********** due to Hurricane ***. The service has never delivered what I have paid for. I've lost a $400/mo. streaming channel due to incredibly horrible upload. To attempt to remedy this I've replaced over $1200 in network equipment to no avail. Currently, my service goes down multiple times a day. As a troubleshooting step, I've purchased another modem ($170) and the problem persists. I've chatted and called daily for two weeks and, when it's "fixed" it only stays up for hours until the next failure. I work from home for Major Medical and this is interfering with my employment. Everyone in *********** knows and vocalizes how this "service" amounts to outright theft. I seek a refund for everything I've paid for a service I cannot use and to be made whole in the future with correctly functioning service.

  

  Business Response

  Date: 04/24/2023

  ***** 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 has encountered, and for any inconvenience that he has experienced as a result.
  
  A *** Executive Customer Resolution Specialist reviewed our customer's *** account. The Resolution Specialist tried to make contact with the customer on 4/20 and 4/24.
  After reviewing the account, we see that in the month of April call for service seem to have dropped substantially. Wea are hoping that means there has been improvement.
  In regards to the request for a refund,we are only able to offer credits and adjustments for time s service was down and there is only a 60 day window for billing disputes.
  
  
  We would like to thank our customer for being a valued *** subscriber.  We would also like to thank the BBB for affording us the opportunity to respond to our customers complaint.
  
  
  Respectfully submitted,
  
  
  *** Executive Escalations SE

• Initial Complaint

  Date:03/27/2023

  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.

  We are experiencing tremendous packet loss and we have no choice but to use ***, as they have a monopoly in the area. i have loss in income due to these issues and there has been 0 done to fix it! I have lived in ******* since may 2022 (***** and ***********). In both locations have had *** and have had the EXACT SAME ISSUE with the EXACT SAME EXPLANATIONS with no actual Resolution. As of today I have had around 8 separate visits from tech support, including supervisors. Each time I have had a visit I have either been given a false promise or a nothing I can do about that. As of 3/15/223 I just spoke with a tech, who came to my home and ran some tests. These tests were claimed to be ran periodically through the day. Today was a work day for My Wife and I and we were UNABLE TO WORK due to the service disruption. I understand internet service is not meant to be perfect, but I also understand that *** Prides themselves as one of the best ISPs. If I can be fully transparent this service has provided me with nothing but frustration, endless issues, and a loss in my own personal income. I personally do not work a typical 9-5 However my income is reliant on my ability to consistently use my internet service. I would hope you could agree that since my income is being diminished due to unresolved issues I am VERY Unhappy.

  

  Business Response

  Date: 03/30/2023

  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 attempted contacted the customer directly to address their concerns, we called twice but also emailed the customer at the outlook account we have on file for them with ***, please check your email box and/or your voicemails and contact us back at the contact information provided, we would be happy to assist. 

  
  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.

• Initial Complaint

  Date:03/21/2023

  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.

  On 3/20/23 I contacted Cox Communications via Chat. I wanted to confirm my 12-month contract ending on 3/21/23. *** confirmed. I was given a promotion amount of $129.98 total including taxes and fees for my current ***************** with unlimited data. I asked if there were any other discounts, **************** said no. I said okay and then received a confirmation email stating my new rate of $139.98 which is not what was agreed upon.I contacted *** again on 3/20/23 via chat. ************** said one of the discounts expired so thats why I received a confirmation email of $139.98. I got transferred to ************** and I explained the situation to ************** who said he could give me a better rate of $109.98. I asked if it was for my current plan. ************** said yes. It was cheaper than the $129.98 so of course I said yes. I then receive a confirmation email that stated $119.98. I contacted *** again on 3/20/23 via chat. I explained the situation and come to find out after many transfers, it appears ************** actually downgraded my service which I did not authorize. After another transfer I spoke to ************ who upgraded me back to my ORIGINAL plan. She stated it would be $129.98. I told her to go ahead and restore my original plan and that I would contact *** through BBB to get the $109.98 rate I was quoted by *****. I get an email confirmation stating that my rate was back to $139.98. After many hours on chat this issue has yet to be resolved. I have all of the chats to confirm what Im stating. I tried to relay that information via chat but although it shows you can send attachments only those who are a supervisor or on the Loyalty team can receive the documents. Again, I have all of the chat transcripts and do not feel comfortable uploading them to this platform since they contain my personal data. Once *** contacts me I will forward all data. One Chat ID is ******************. Many other chats available.

  

  Business Response

  Date: 03/23/2023

  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 ** to assist our customer. 
  
  
  Executive Resolution Specialist
  Cox Communications

• Initial Complaint

  Date:03/21/2023

  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.

  They keep sending me bills from 2022 and I had my services canceled in 2021 because I lost my apartment from Hurricane Ida this is the 5 time I get a bill from them and every time I just pay it but they are taking advantage from me, someone need to stop them from taking advantage they didn’t even explain what it is they just say pay us I called every time I spends hours on the phone and they don’t give me any valid information other than we will transfer you and they keep doing this and no one help me
  I am not paying them because they got wayyy more than what they deserve they can’t just keep asking people for money for no reason

  

  Business Response

  Date: 03/21/2023

  We want to thank ******* ***** *or 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.