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

  4771 Bayou Blvd Pensacola, FL 32503-1930

  
• 

  Cox Communications

  9409 W Highway 98 Ste 20 Pensacola, FL 32506-6134

  
• 

  Cox Communications

  320 Racetrack Rd NW Fort Walton Beach, FL 32547-1554

  
• 

  Cox Communications

  180 N Palafox St Pensacola, FL 32502-4839

  

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:01/02/2024

  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.

  I ordered and started internet services but due to management of the apartments I'm just now able to move into the bigger and better apartment I explained to cox I hadn't even hooked up the box but still insisted that I owes them even tho no services were used and that I owe 140 dollars and 70 is passed due they refused to give me credit and I'm also apart of the discount program so I already can't afford the whole bill please tell me what their doing is illegal and you can tell them to stop this is absolutely ridiculous I can forward the email they sent I called and talked to them and they even agreed and seen there was no usage that the acct was never fully activated. They have voice recordings request records I talked to a few people and a floor supervisor.

  Business Response

  Date: 01/03/2024

  We are sorry for the frustrating customer experience and appreciate the opportunity to address their billing concerns.

  On January 3, 2024, a Cox Executive Escalations Specialist reviewed the customer's account. Since the customer called numerous times about issues with moving into the apartment, a credit has been applied to the account resulting in a zero balance.

  Should the customer have any questions or concerns, they can contact the Specialist at the number left on voice mail.

  Sincerely,

  Cox Executive Escalations team . 

   

• Initial Complaint

  Date:11/13/2023

  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.

  I purchased the plan at this store on 10.07.23, they provided me all the devices to set up; I clearly told the rep that i cannot set up on my own, the store rep suggested me to try and if i cannot figure out they will send some one out to help me. on 10.08.23 IT person from my building helped me set up the devices, he got every room set up but the main box for living room. He talked to COX Tech support on the phone over 30 minutes and tried everything the COX tech support instructed, but nothing worked; They both agreed that something wrong with the main box, a new box is required; Appointment for COX TECH visit was set up over the phone, no one mentioned there will be charge for COX TECH visit. On 10.11.23, the COX TECH spent over 3 hours at my place and couldn't figure out what was wrong, he told me to do a lot things that didn't make sense to me, finally he said he tried everything he knows, he doesn't know what to do, his supervisor will call me next day to discuss solutions. No one called me next day, i called COX several times to follow up, another appointment was set up on 10.16.23, again no one mentioned there will be charge for the visit. The 2nd TECH was able to figure out the issue and set up box for living room. In NOV i received $200 charge for these two TECH visits, $100 each even included the visit that TECH couldn't figure things out. I contacted them and got transferred 3 times, i explained the situation each time, they insist they can only refund me $100 not $200, although they told me there will be no charge if the device is defective, then they tried to sell me new product. I don't think this is legit way to do business, i shouldn't pay for the service that should be no charge, especially no one mentioned there will be charge in advance. I request COX to refund me total $200 not $100. Thanks

  Business Response

  Date: 11/16/2023

  Dear BBB,                                                                                                                                      Cox Communications  (“Cox”) responds to BBB complaint ID # 20862662 filed with your office on November 13, 2023.                                                                                                                                                                                                                                                                                   We apologize for the frustrating experience and appreciate the opportunity to address our customer's concerns. 

  A member of the Cox Sr. Customer Care team attempted to contact our customer in response to their billing dispute. Unfortunately, we were unsuccessful in reaching them. In review of the account the charges were valid, however based on the information provided in our customer's complaint, the necessary adjustments have been made to their account to address their complaint.
  
  If our customer would like to speak with us regarding their complaint, they can contact our Sr. Customer Care Rep on the contact information provided via voicemail and email. 
  
  Sincerely, 
  Cox Sr. Customer Care Team                                                                                                                                                                                                                       

  Customer Answer

  Date: 11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20862662, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******** *****

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair 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.

  Received mediocre cable that would go out 3 to 4 times a week, Multiple requests to lower bill, one day Received a note on the fence requesting permission to come on the property to view wires. Agreed to the request only to find out they needed inside my home too. I missed a day of work to accommodate this, tech came in and said my wiring and equipment was out of date and needed to be replaced. I agreed, service was restored to same black outs 3 to 4 times a week. Usually receive a courtesy call about my bill, did not receive one and service was interrupted. Called Cox and explained my pay schedule and was told to submit a check online and just be sure it's in my account in 3 days. Service was restored, however my bill jumped up 120 dollars. Called cox only to be told its for missing equipment which was taken by the tech, and I'm also being charged another 100 for a returned check in which per my bank account went through. I asked how to end services with cox and was told the store would happily take my boxes and shut off service s. I asked if there was a way to lower my bill, they said no promotions except if I add more to my services. This has been a nightmare company to deal with who doesn't make the customers problem theirs and take care of their customers.

  Business Response

  Date: 11/16/2023

  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.
  
  David
  Senior Customer Care Specialist
  Executive Escalations Support Team
  

• Initial Complaint

  Date:11/08/2023

  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 just found out my cox bill has not been paid. I made a payment of $425 September 29, 2023 i was told that was for the previous month so I requested to speak to someone to lower my bill. I was transferred to another department . That agent told me i had the porn channel on my account and I was shocked. I asked how long had it been on my account and she said for years. I said that can’t be true because I don’t use any porn channels. She said she would stop the account. I asked for a credit she said no. In the summer my granddaughter somehow got to the porn channel when i was in another room. When I came into the room i was shocked and said what are you doing she replied it said adult and I’m an adult I told her that was not what that meant. I immediately contacted Cox and told them what had happened. The agent said she would cancel the account and stop the access. I thought everything was ok but when I talked to the agent today she said it had been going on for years and said someone in my household had used the sight for years. I am 76 years old and the only one in the household and i have never used a porn sight except the time my granddaughter used it and was I assured it had been cancelled. I asked the agent today to see the notes when i called about my granddaughter. She just kept saying it had been for years and someone had to ordered the sight. I told her i am the only one in my household. She just kept saying Ma’ma it had been on my account for years i asked when did it start she was rude she just said Ma’ma it had been years. She said she had stopped the use of the account and could do no more. I asked could I stop the use of the sight by changing my password and she said no. I then asked how can it be stopped she just hung up and said Ma’Ma have a good day. I want a complete review of how, when and who was using my account for porn. Constantly using Ma’Ma is very condescending and indicates no respect or interest in reviewing my account

  Business Response

  Date: 11/15/2023

  Dear BBB, Cox Communications responds to BBB complaint ID # 20843554 filed with your office on November 8, 2023.
  
  Cox apologizes for the billing and On Demand subscription concern our customer detailed in her complaint.
  
  A Sr. Customer Care Specialist contacted our customer on November 10, 2023 in response to her complaint and agreed to credit her account for the charges incurred for the On Demand subscription channel that should have previously been removed from her account.
  
  Our customer has been provided direct contact with our Specialist should she have any additional concerns regarding this matter.
  
  Sincerely,
  
  The Cox Sr. Customer Care Team

• Initial Complaint

  Date:10/31/2023

  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.

  COX Still has not picked up a broken modem or arranged for me to drop it off, and now they are demanding $146 a month over my previous bill of $115 a month. This is OUT OF CONTROL and I feel that COX is retaliating against me for speaking out.

  Business Response

  Date: 11/09/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on October 30, 2023, and assigned complaint ID #20799415.

  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them.
  If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.
  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 Better Business Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20799415
  
  I am rejecting this response for two reasons
  
  
  1: My bill was unilaterally increased due to COX's practice of contacting customers and having us enter into pricing agreements and 'deals' that are not listed on the website or elsewhere. The contents of these 'deals' are not available for us to view when speaking with the representative, and when they 'expire' we are automatically entered into the new, 'best deal' available to us (which is always the new, higher price).
  
  How do these 'deals' compare with standard broadband access pricing nationally?
  Why must a customer take time from work to address these issues?
  Why aren't these agreements listed in the billing section of the app?
  Why can't we see what 'deals' are available?
  Why can't we see the 'deal' we are currently signed up for?
  
  2: I have already spoken with COX representatives ad nauseum, I've taken HOURS from work to address this broken modem already!
  COX needs to pick up non-functional equipment.
  My home is not a storage unit.
  Schedule the pick up. 
  
  ****** ******

  Business Response

  Date: 12/06/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the rebuttal of the complaint filed with your office on October 30, 2023, and assigned complaint ID #20799415.
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.
  Since our initial attempts to reach the customer. We have been able to connect and address his concerns. Our customer has also been provided with the direct contact information for the specialist assigned to him regarding those concerns, should he have any follow up questions.

  
  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 Better Business Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team
  

  
  

  Customer Answer

  Date: 12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20799415, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair 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.

  Internet service has been unstable for over a month. Have had multiple technicians out and they stated it was an issue on the main line in the neighborhood and a lineman would be out to fix it in the next day or two. After multiple calls and escalated tickets there has been no resolution for over a month. They cannot even give me an ETA on when it will be fixed.

  Business Response

  Date: 10/13/2023

  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. 
  
  David B.
  Senior Customer Care Specialist
  Executive Escalations Office

• Initial Complaint

  Date:08/18/2023

  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.

  I called in July because my bill went up. I found out that the promotion fell off but the price protect was still on. I called and spoke with a Miley. She assured me my new rate would be $171.03. She also said she would send me an email confirming the rate. A few minutes later in the call, she said they were having server problems and although the email had one rate she assured me that the final rate would be the $171.03. She informed me that the price protect was not due to come off till 7/20/23 and she would try to put it back on. However, if she could not, she said the bill would only go up $4. While she was trying to work on the issue, we got disconnected. She never called me back so I called back later that evening. The person I spoke with was a male, I didn't get his name. I told him about being disconnected and the person never called me back. I also told him that I had been promised the $171.03 rate and the person had been working on it. He said he would fix it and he assured me the rate would be what I was quoted. He also threw in cox support and showtime for my inconvenience. I called in August and spoke to a Dionne and explained what happened. I was told that they could order the phone calls and see what the representatives told me. I was also told Cox would honor what the reps told me. I called today and spoke to a person named Saul. He said there was nothing he could do because when the price protect fell off, it went up $23. I asked to speak with a supervisor. I spoke with Jess. She basically told me that yes the customer reps did quote me the $171.03 rate but she was sorry because she could not do anything about honoring what I was told. I have been with Cox for more than 16 years. I am livid that I have been a loyal customer and this is the way I am being treated. They need to spend more time training new employees. If they are not going to do that, they need to at least honor what valued customers are being told.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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.

  Phone service has been completely out for an entire week. There is no estimated time for repair. There has been no pause in billing. I have no way to communicate with my children at home.

  Business Response

  Date: 08/04/2023

  Dear BBB,
  
  Cox Communications (“Cox”) responds to BBB complaint ID # 20343740 filed with your office on July 19, 2023.
  
  Cox apologizes to our customer for his service issues and the recent experience that he encountered when speaking with our representatives. A Cox Senior Customer Care Specialist contacted our customer on July 19, 2023, in response to his complaint and quickly resolve the service issue he was experiencing. Cox will review the interactions our customer had with Cox Communications and will use this opportunity for training and coaching our representatives.
  
  We provided our customer with our direct contact information should he have additional questions or concerns regarding this matter.
  
  Sincerely,
  The Cox Sr. Customer Care Team

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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 trying to check my emails and have been unable to do so. My email account is under my elderly mother’s account since I live with her to help care for her. I have tried to call the tech support line 3 times, and get a beep beep beep beep sound like I would when a number has been disconnected. The store is closed and I am unable to get to them while they are open during the week due to my own job. My elderly mother is not tech savy enough to explain to the store techs that the email website does not work for some reason.

  Business Response

  Date: 07/28/2023

  Dear Better Business Bureau
  Cox Communications is responding to the complaint filed with your office on July 18, 2023, with the assigned complaint ID of # 20335177
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize 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 and are currently working with our customer as the issue is intermittent.  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 Better Business Bureau has given to us to assist our customer.
  
  Respectfully,
  Cox Communications East Executive Resolutions Team 

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 Technicians have visited our house twice in the past two weeks. On both occasions, they assured us that the problem had been resolved. Initially, they attributed the issue to a faulty modem, and the second time, they claimed it was due to a problem with the cable connecting the modem to the wall. Unfortunately, each time we had to wait several days for a technician to arrive. Regrettably, the problem has resurfaced once again. Moreover, when we attempt to communicate with them after hours, we are connected to a bot that is unable to assist us. The company fails to comprehend that certain households cannot afford to wait for days on end for them to rectify the problem. Despite bringing the matter to their attention on multiple occasions, they persist in attributing it to a local outage, even though neither of my two neighbors have experienced any such outage.

  Business Response

  Date: 07/20/2023

  Dear Better Business Bureau:
  Cox Communications (“Cox”) is responding to the complaint filed with your office on July 17, 2023 and assigned complaint ID #20324932.
  We would like to thank the Better Business Bureau for the opportunity to assist a valuable customer. We apologize for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.

  
  The Cox Executive Escalation Team attempted to contact our customer in response to their complaint. Unfortunately, we were unsuccessful in reaching them. However, we were able to identify and resolve service issues to the node that serves this customer’s address. If our customer would like to speak with us regarding their complaint and concern, they can reach our Executive Escalation Team at the phone number that we provided in the email that we sent them.

  
  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 Better Business Bureau has given to us to assist our customer.
  Sincerely,
  Cox Communications East Executive Resolutions team