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Cox Communications / poor customer service

1 1440 E. 15th StreetTucson, AZ, United States Review updated:
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Over the years I have dealt with cox communications because it is the only cable company available in my area unless I use satallite. I would not recommend this company to anyone because they use hidden fees that aren't apparent until the bill arrives. I have been charged for "free installation" and then when I complained they use special terms to rationalize why I got charged. My last straw came today when I spent half an hour on hold trying to cancel my internet service and never got through. Just for the sake of seeing what would happen, I hung up, and instead of going through the automated "cancel service" route I went to "change of service". Much to my frustration, the "sales" position picked up the phone within 2 rings. I would expect these rediculous antics from a shady credit card company!

Va
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Comments

  • Gl
      26th of Jul, 2008
    0 Votes

    'Hidden fees'? All of Cox's fees are advertised, if you were guaranteed free install, but changed your order when the tech got to your home, you're liable for those charges. PS: Your calls do not wait on hold, despite what many ###s like you think---we do not keep calls in queue, we have no control over when we receive a call or not. I worked for Cox for 3 years, I know what I'm talking about a lot more than you do.

  • Ke
      6th of Aug, 2008
    0 Votes

    Signed up for service on 3-25-08; Called on 5-25-08 because had never received a bill; was informed that I was in the process of cut-off due to lack of payment. Never did receive information as to what happened to the bill. Asked for another billing and was informed that the June bill had already been sent and was provided balance. Finally received July bill with past due payment. Paid billing and was informed that amount due on 8-16-08 would have to be paid by 8-6-08 or service would be disconnected. This was a "courtesy" to help me get caught back up. Customer service was rude, unhelpful and would make no allowances for their billing errors. I have canceled my services. I will use sat. services from now on.

  • Ma
      15th of Aug, 2008
    0 Votes

    You worked for cox for three years? You must truly have NO SOUL. I've never dealt with a company who shows such disregard for their customers. I am without cable for a week because of a Cox error and I go to the back of the line each time, no priority. Takes 11 minutes to get to talk to a real, live, rude human being. What a joke.

  • Br
      2nd of Sep, 2008
    0 Votes

    About a week ago our internet access began going out periodically. This is a major issue for us since my wife works at home and relies on the internet access. A couple of calls to Cox finally secured a service appointment 4 days later. This morning, the day of the scheduled appointment, the technician came out, swapped a couple of connector parts and declared the problem solved. And it was solved, for a couple of hours. My wife called back to get someone out immediately (warranty on service maybe, been out once couldn't fix the problem...you'd think that would get priority, right?). Somebody said they would call back at 3 pm. My wife knew she had to step out at that time so she gave the customer service rep her cell number and asked that the call be returned to that number. Well, Cox called back, but they did not call back on the cell phone as requested, instead they phoned the home phone. My wife has called them back but they will do nothing but schedule an appointment for two days from now. Ridiculously unresponsive!

  • Me
      16th of Sep, 2008
    0 Votes

    ABOUT ONE HOUR AGO, MY HUSBAND CALLED COX COMMUNICATIONS IN TUCSON ARIZONA TO TELL THEM ABOUT A PIECE OF THEIR EQUIPMENT THAT WAS NOT PUT BACK TOGETHER AFTER ONE OF THEIR TECH'S WORKED ON IT IN OUR NEIGHBORHOOD. THAT IS ALL HE WANTED TO TELL THEM. THE WOMAN ON THE PHONE TOLD HIM SINCE THE ACCOUNT WAS IN MY NAME FIRST SHE WOULD NOT EVEN TALK TO HIM. I ASKED HER WHY SHE NEEDED TO VERIFY THE ACCOUNT SINCE IT WAS NOTHING TO DO WITH OUR ACCOUNT, BUT THIS CALL WAS FOR A PIECE OF EQUIPMENT LEFT APART IN FRONT OF A HOUSE THAT WILL BE EMPTY UNTIL DECEMBER. ANYWAY, AFTER GETTING ANGRY AT THIS STUPIDITY, I HUNG UP AND TRIED TO CALL AGAIN TO SEE IF SOMEONE COULD DEAL WITH THIS ISSUE. I AGAIN, HAD A BAD EXPERIENCE. I WAS PUT ON HOLD FOR 6 MINUTES SO THE CS REP COULD VERIFY AN ACCOUNT, HE TOLD ME IT WAS TO TAKE ME OUT OF THE EQUASION??? WHAT KIND OF CRAP IS THAT, WHEN ALL I WANTED WAS SOMEONE TO FIX THIS PIECE OF EQUIPMENT THAT A PERSON LEFT UNDONE. WELL, NOW, I HAVE DECIDED TO LET IT GO, AND IF IT SHORTS OUT OR WHATEVER, IT IS OK, SINCE THEY DO NOT CARE ABOUT IT ANYWAY. DO NOT GO WITH COX, THEY ARE STUPID, AND INCOMPETENT CS PEOPLE!!

  • Mi
      10th of Oct, 2008
    0 Votes

    Jan,

    If you ever read this, I am sorry for the ridiculous experience you had with COX. I'm a technical support rep with cable, and they lied to you when they said they couldn't speak to you. All they had to do was set up an appointment on a former account of an address nearby and it would be taken care of. The only time they can not "speak" with you if you are not on an account is when it's regarding call records, services, equipment on the account, or when asked for a phone number, or the pin number, or ssn on file. We are also prohibited from having anyone not on an account speak to a supervior. The representatives, all be it following orders, need to be more informative and give you the right responses. I am sorry for the unprofessional conduct.



    regards
    Michael

  • Ch
      4th of Nov, 2008
    0 Votes

    I absolutely agree. Cox billed me over $45 in hidden fees.

  • Fe
      25th of Nov, 2008
    0 Votes

    First off all, I would like to award Gloria with the CUSTOMER CERVICE OF THE YEAR AWARD. Now THAT's how you talk to customers, calling them ###s!

    I can honestly say that I have NEVER received worse service from a company other then Cox.

    I have been charged outrageous fees. Charged for equipment I NEVER needed. For the past two months I've been charged for cable TV, which would be fine... had I ordered it. I am now being charged $90 a month, for internet that works approximately 70% of the time.

    When I called to try and figure out what the hell was going on, I got a real cup drooler on the phone. She tried to tell me that Cox made a mistake, and that I should have been charged for cable since 5/07. (Although the deal was High speed internet with FREE basic cable.) When asked if that meant I would now be charged double (for the same lousy service) because COX jacked up, she actually agreed.

    Today, I got a completely different explanation.

    I work for one of the top rated Companies in the world... For the second time in a row we have been rated #1 for customer service. I am SHOCKED at the horrific service I have received from Cox. I am requesting to terminate the service (and so are two of my neighbors), I would rather not have internet service at all, then to throw my hard earned money away. Even dial up was better then this crap.

  • Fr
      3rd of Dec, 2008
    0 Votes

    I used to work for this so called company and trust me they teach these people to be rude to you and only care about two things, getting your money and up scaling your service, anything outside that line they care less about. They live up to the name in their company profile just fine, they are all one huge COX suckers. maax@cox.net

  • Ky
      24th of Apr, 2009
    -1 Votes

    i currently work for cox, but i work in the stores, and i dont want to sit here and say you're all wrong and that we're not a bad company and that we aren't rude. bottom line is the CALL CENTER is rude. i even hate calling them myself! but to be honest i have never had a single complaint in the past 2 years since i have worked in the store in tempe. other cutomer service reps/sales reps int he store i'll admit aren't the best but these people dont seem to care about the customer. i'm born and rasied in england and i've always been taught that manners dont cost a thing! so i use them.
    people talking about hidden charges, there only only hidden charges that the rep you talk to dint tell you about where as i'm different i tell you EXACTLY how much your bill is going to be including taxes i'd tell you how much its going to be during and after any promo that would be added to the account, and the thing is, if anything i've ever said turns out to be different i give you my PERSONAL cell phone number so you can call me direct, because i'm like you i'm sick of one person telling me one thing and another person telling me another i wanna speak to the same person everytime and thats what i offer.
    PLUS if i ever steer you wrong then you have every right to come into the store in tempe and see me in person i'm not some random call center person who you may never speak to again!

    so after all your complaints which i truly do understand and empathize with, as they happen to me to and i'm an employee, bottom line is my name is Kyle Hall my phone number is 4805700927 and if you want to set up service transfer service or change the name on a service (i cant do a name change if you want to keep the same telephone number) then give me a call and i can set it up for you, I'll guarantee 100% satisfaction and if anything goes wrong i will take full responsibility myself and you also now have my number:) so let me have it give me a call.

    p.s. i'm not a billing expert so if i did not set up the service i wont know 100% whats going on with the service so i would try to help the best i can but there are no promises. i'm also not in technical support so i cant instruct you how to set your vcr/dvd/tivo up, or a router or modem. i'm purely sales and general customer service.

  • Wa
      24th of Aug, 2009
    0 Votes

    I had a fraud issue with my bank account in June 2007 for which I had to close my bank account and open another one. Part of that was getting all my bills that are automaticly debited from my account swtiched over to my new checking account. The day I closed my account, Cox tried to debit my closed acount for the bill amount, which for obvious reasons didn't go through. The day after my checking account closed, I cancelled the automatic debit from Cox and set an automatic debit request for the new checking account I just opened. The next week I got a very nasty letter from Cox stating that not only was my bill past due but I had to pay it in cash at their office upon receipt of the bill.

    I'm not hurting for money, and paying the bill in cash wasn't a problem, but I'm a doctor and finding the time to to go by their office to pay it was a problem. But to make sure I took care of my end, I scrambled find the time during business hours the next day and paid the bill at Cox's convenience. Thinking this was a one-time issue, I didn't think much of it the whole thing until I got my next bill from Cox and got the same "your payment is late and it's due now in cash."

    I called customer service to see what the issue was and was told by customer service that my automatic debit was cancelled due to a closed checking account. When I asked the Cox rep what happened to the automatic debit agreement I set up for my new checking account, I got the usual run around with the customer service rep dening that such a thing had never been done, then when she realized that she was miskeying some info and that there really was a request to set up a new automatic debit, she didn't apologize and she told me that I had to be in good standing with my bill, which meant I had to pay my bill at their office. So I again scrambled to find the time and paid the bill. This time after paying the bill, I asked the customer service rep who was assiting me at the Cox office if I was in good standing and if she could ok my automatic debit. She said she couldn't ok the automatic debit, but that I was in good standing and assured me that I wouldn't have a problem with my next bill.

    I called the next week just to assure that the automatic billing was set up, and was told "it was not a problem." Wouldn't you know it, the next bill arrived stating the same thing like the previous two, that there was no automatic debit in place, that I needed to pay in cash and it was due now.

    Now I have been a customer of Cox Commications in the South Louisiana in some capacity or another for the last 7 years and never had so much as a late payment until now. By now, I am confused and incensed since I was told the automatic debit was not a problem twice. So I call customer service for a third time, get the usual run around again and am told I am not in good standing with my account and that to get in good standing I would have to pay my bill at thier office.

    By now, I am a little suspicious of what is going on and the Cox's ability to get this solved correctly as it seems to be an ongoing problem, but not with me as I am consistently doing what they ask me to do when they ask me to. So I reported them to the Better Business Bureau of Baton Rouge for this issue, thinking at least I'll have some record of this whole mess happening.

    When I paid the third bill for which I again had to scramble to find the time, I insisted on having someone at an upper level help me. I had the pleasure of having Angel who although provided excellent customer service, managed to perform it such in a way as to insinuate that I was making an issue out of nothing, when I came to find out that the problem was Cox not telling me that I needed to pay not only the money that was due, but also the next month's bill to attain good standing and have the automatic debit request be accepted, and that was discovered only after I insisted on having Cox put the automatic debit in place while I was present at their office.

    The worst part about it was that I never heard an, "I'm sorry for your inconvenience" even after I explained numerous times what was a true inconvenience this whole mess was. It took them two months to respond to the BBB complaint saying only that it had been resolved with an insinuation that I had made a premature complaint.

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