ComplaintsforCox Business

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a business owner. I began *** service initiating a 36 month contract starting March 2017. After the end of the contract period, I understood I would be going on a month-to-month service basis. I never knowingly entered into any continuing *** service by which I would have more than a month-long contract. Today, I attempted to cancel service beginning with the last day in my current service month, which ends 12/19/2023. I was informed that I would be charged through the end of an annual contract that I unknowingly entered into, which ends in March of ****. My monthly service is approximately $295 per month. This would mean I would pay $885 additionally due to the contract I had unknowingly entered into. My desired resolution is that my service is terminated as of the last day in my current billing cycle, which is 12/19/2023 and that no further charges accrue thereafter.

  

  Business response

  12/27/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  ************
  Executive Resolution Specialist
  *** Communications, ****************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had *** Communications for my small business phone. I had customers complaining that they couldn't get through on my phone line for several months. My burglar alarm was in error mode 3-4 times per month. Always the same problem code, lost phone signal. I called ***, and they sent people out, and tried to fix things electronically on their end. The service people were knowledgeable and friendly. They agreed I shouldn't be in the program that I had been put in. I got complacent and told my customers to use my cell when my landline didn't work (pretty amateur fix) finally after not complaining for a while, but with no better luck, a customer told me they had to bail on using my (two man) shop because they couldn't contact me. I decided I better change carriers and I did switch to ******** Now *** wants a $******* early termination fee. I didn't even know I was on a contract and the dude said it auto renews??? It seems very unfair that a two man business should be strapped with a ******* fine when the service was not working correctly.

  

  Business response

  12/12/2023

  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 us to assist our customer. 
  
  ************
  Executive Resolution Specialist
  *** Communications, ****************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem 1 I am a small business owner here in ******************** California and when we started the business we needed internet. *** is generally the only available here so we went with them. around 14 months later we found out that frontier was here and could save us over half our bill with the same or better quality services. So we decided to switch the only issue was when we went to cancel *** they let us know that we were locked into a ****************************************************************************** full. We never agreed upon a contractual obligation and it was never presented to us in any fashion. This is exploitive of a small business and it is deceitful and a misrepresentation in the contract about how we wanted to receive services. It was told to us that it was a month to month payment and certainly if they were upfront about a near ****** dollar purchase we would have been more selective of if we wanted that service. Secondly time and time again the services have had outages causing our small business loss of our POS systems and unable to take payment costing us valuable sales. We want to settle and be terminated from our contract which was falsely stated verbally and misrepresented via contract which. This is not only bad business practice but it is certainly negligent and fraudulent on behalf of *** and the representatives.

  

  Business response

  11/01/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees,as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 

   

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

  Executive Escalation Resolution Specialist

  Cox Business

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 03/24/23 I called *** and talked to ******** because we were scaling down the business and wanting residential service instead. also the business download speed was only 50 Mpbs and residential was 100 Mbps for half the cost. We have used *** bus for several years, ******** talked me into not changing and she would lower the monthly fee to $118.00. Well this did not happen, I called *** today 10/27/23 and asked again to change to residential service and the guy told me I would need to pay over $1000.00 in cancellation fees. Talked to ****** this time. Very disappointed in *** customer service and at this point looking for alternatives. Now paying $143.00 a month.

  

  Business response

  11/08/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees,as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 

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

  Executive Resolution Specialist

  Cox  Business
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** cable sent a 3.5 year old matter in the amount of ****** to a collection agency. When I ended my account I returned the equipment to the *** store in ********* ** as per *** policy. *** cable needs to contact *** and figure out where the equipment is and why it was not sent on my behalf. Account #******** is account sent to collections My business accounts are below Account 541 - ********* Account 541 - ********* Both will be closed on when the contract is up if this issue is not resolved and collective action is not reversed It is pathetic that *** did not reach out to me to resolve this matter and are now demanding payment 3.5 years later. I have two cox business accounts and they are paid in full with zero issues. I expect *** cable to do a full investigation and unless they can prove I did not return the equipment to *** they must remove the collection from my account,If this instance is not resolved I will close both of my cox business accounts and switch to *****

  

  Business response

  10/20/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 
  
  ****
  Executive Resolutions
  *** Communications, West Region

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have big screen TV in living room. On Thursday September 7th our TV froze. It was frozen on *** Cable Welcome screen. Called *** Cable at the *********** which is the number we have always called. We were scheduled for appointment next day September 8 between hours of 5-7 window. When no one arrived at 5:20pm I contacted *** figuring they got held **. In the meantime I kept checking my phone for messages. Nothing. About a minute later a message from *** says our appointment was cancelled!! Called ***. The tech said that he called us 3 times with no answer!! We told the person helping us that this was absolutely FALSE. I had my iPhone on me and NO ONE called us!! My phone keeps track of who tried calling me and there were 0 calls. They then rescheduled us for Sunday 1 to 3pm. My husband and I are both home waiting plus our garage door with my car parked in there was open! By 3:30 I call *** AGAIN. They told us that the tech came to our door that no one was home!! Are you kidding me?! We have the ring alarm that tells us if anyone approaches our front door. There was no alert. We even tested it! There was also NO PHONE CALL. Nothing! ZERO! We pay *** CABLE over 200. Dollars a month! We have wasted 2 days of our time WAITING for a tech to show up! This is the WORST customer service I have ever seen! We are furious over this. We now have another appointment tomorrow from 5-7pm. Unbelievable the way customers are treated! We should be compensated for sitting and waiting for 2 days. But they could care less.

  

  Business response

  10/02/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and 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
  *** Communications, West Region 

  Customer response

  10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wish to close my internet service through ***, however they have made it impossible.I first contacted them in April of **************************************************************************************************************** within 2 weeks. After a few weeks without contact, I called again. Only to be told the same thing. That went on for a couple of months, until eventually one service agent told me to email the account manager directly at ************************ Initially, ******************** did respond. Stating to fill out a disconnect form and send back through email. However, the disconnect form was not attached to the email, and I could not find it anywhere online. I responded to him, stating the form was not attached to the email. He sent another email, still with no form attached. I verified the form was not blocked through my Gmail account, and replied again asking for a link. I have not received any additional replies from ******************** since, dispute sending additional emails. I contacted **************** once again on August 14th, and spoke with an service rep to attempt a resolution. She said she would investigate. When I contacted her again, she said I needed to speak to ********************. She gave me his direct phone *************). However, ******************** has never answered any of my multiple phone calls and his voice mail is always full. I don't know how else to get this resolved. It's hard to believe a company as big as *** has only ONE person that can assist. Since, the first call to cancel I've been told any subsequent billing will be reversed retroactively to the first request. All I want at this point is to close the account, get a refund, and never do business with *** again.Cox Business Account: ******************

  

  Business response

  10/04/2023

  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 us to assist our customer. 
  
  ************
  Executive Resolution Specialist
  *** Communications, ****************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed up 3/23. We were told by our rep, that the ************ were a 1,2,3 year contracts, we asked verbally for the 1 year and told them in an email it was a property that was being rented, so it wouldn't make sense to do a long term.We were in a rush to get everything signed so we could get installation the next day and signed everything from mobile phones so we did not catch that they incorrectly put in 36 months.During the time we've had the service installed, the internet drops out and runs really slow, we were not able to get any work done, in the mean time we ordered the *** home service since they were able to bring fiber to the house.Once that service was installed all of our internet issues disappeared. Since that issue was resolved we went to cancel our business account that we knew we would have to pay the remainder of the year, we're now 6 months into it, so we assumed we would be paying around $1,200 but we were shocked to find out we're now being asked for 3 years. We went back to our rep and asked him to adjust the contract to what we had originally asked, he told us there was a slim chance but he would try. He got it adjusted but now the contract is saying it started in August, so when we tried to cancel we are being asked for $2,400. We called in and tried to work with Reps on this. the First person we ever talked to said it could be handled but Only ****** could do it since she started the cancellation, but the current rep who is handling it is ***************************, and we cannot get a hold of her, we have sent her emails, left her voicemails, called and asked for her, it had been 10 days since we have had any reply from her. We have talked to multiple other people who either cannot help or say only she can help or say there are no managers to talk to, or someone will call us but never does. The story changes with each rep we talk to about why they cannot help. We've asked for supervisors or managers, and no one will transfer or send us to anyone.

  

  Business response

  09/27/2023

  We would like to thank the BBB for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. 
  
  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.
  
  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees,as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.
  
  We appreciate the opportunity that the BBB has given to us to assist our customer. 

   

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

  Executive Resolution Specialist 

  Cox Business

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My company has been doing business with Cox Business for around 15 years now. We had always used the general customer service/sales number and had our needs met immediately. Since the new year, *** had added sales rep to high volume accounts in certain regions. I have been informed by CA Outside Sales Manager that each of these sales reps are managing up to 100 customers(sometimes more if they're "hybrids") and simply cannot handle the workload. (Keep in mind that **** and ******* will give their sales reps 75 customers MAX) **** has caused customers to be neglected. The sales reps are locked on the accounts but also refuse to answer calls and emails in an timely manner. So when we need an upgrade or any help, we cannot move forward until we've waited the "required" ***** hours for our rep to respond - but they don't even respond within that time frame. It was much easier to go to customer service/sales directly for our needs and get immediate help. We have a multitude of accounts with *** and every regional rep we've been assigned has been terrible. They do not return calls or emails and do not care about the customer. Sales Manager made it very clear that they're being overworked - hence neglecting customers. You thought you were helping your customers and now we're worse off than we were before.

  

  Business response

  09/12/2023

  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 us to assist our customer. 
  
  ************
  Executive Resolution Specialist
  *** Communications, ****************

  Customer response

  09/12/2023

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

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my Cox Business service since April 2023 and when I call into the corporate phone number they say I have to talk to the account representative, but the local rep has responded a few times saying he will send me a the DocuSign to complete the termination of service, but it still has not happened and it has been months. My Account Number: ****************** and the rep is ************************* over the account. My contract ended the end of May and so I was told the account had to run until then to be canceled, but it is now Aug 28 and the account is still not canceled. He is a nice guy, but I need this account shut down. He told me the last time I talked to him that he is sorry it took so long to get back to me because his computer was broke. I feel for this guy, but why do I have to only deal with one individual from *** when it is such a large company. Surely someone else at the company can take care of this cancelation of service. Please refund all charges back to the end of May, cancel my service, and void any additional invoices. I sold this business Nov of 2022 and so I really need this account shut down because no one has used these services in months!! Please and Thank you!

  

  Business response

  08/31/2023

  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 us to assist our customer. 
  
  ************
  Executive Resolution Specialist
  *** Communications, ****************

*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. ↩