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

  
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  Cox Communications

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

  
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  Cox Communications

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

  
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  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:08/07/2022

  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 filed a review about Cox on BBB and Cox came back a lied about me and what transpired! I canceled Cox .. the day I canceled they harassed me for final payment and equipment... final payment changed a few times and I assume this is because of equipment. Not long after I canceled they started threatening to turn me over to a collection agency .. now when you sign up with Cox you pay a month in advance and you also pay to a certain time. They texted called and emailed numerous times every day even weekends. It was a month before I turned in the equipment which was a basic modem. I received an email saying I would be charged for the equipment until they could make sure it was working. I spoke to someone about paying the final bill and we agreed on July 31st, even after this the texts and emails threatening collection continued. I tried to pay several times and the account says check back on bill and no option to pay .. the chat says $0 balance.yet the threatening emails continue with the link to pay on Cox.com! Cox responded to my review and said I lied and didn't try to pay until august 2nd and it was already gone to collection but I believe they sent it as soon as I canceled because I tried for days and finally I took a screen shot of my account on July 31st! Because I knew they would try this! Now they are ruining my credit! They lied about this just like they did about how much their services will be! I want this fixed so my credit is not affected! I have the proof that I did try to pay before august 2nd as they claim! This is common practice with them!

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/09) */ Cox's 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/she) has encountered, and for any inconvenience that (he/she) has experienced as a result. A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. As previously stated Cox would advise Ms. Brooks to contact the Cox account services & billing department by phone to speak with a live agent at 1-850-478-0200 in regards to payment options. Cox records show a online chat log from August 2nd, 2022 of Ms. Brooks attempting to make a payment but the account balance was sent to a collection agency July 31st, 2022 due to failure of payment being made by this date. Our record do not show that Ms. Brooks spoke with an agent via phone or chat as it pertains to making the final payment during the month of July. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not solve the issue! And I am still being lied about and to! I set up the payment date for July 31st! I tried to pay before that date as I was being harassed by Cox thru texts calls and emails! I tried to pay thru my account!! So how does me not paying by agent or chat have anything to do with that! I could not pay thru my account online because my balance showed $0 amount days before July 31st!!! I waited until I had turned in the equipment because I was told there could be an additional charge but I still tried to pay days before the final date. How can you pay a $0 balance! Cox continued to send text and emails after July 31st saying I could pay online... like I had tried for almost a week! That is when I went to chat and tried to pay there as well. They are trying to say I did not try and pay before the final date but I showed proof... I should have screen shot every day prior that I tried because I knew they would do this! Immediately after I got off the phone with the agent to set a final due date I recieved a text and email stating I needed to pay immediately.. they are now trying to say I never tried to pay and it went in to collections on July 31st when that was the final date but there is no way because obviously they sent it well before and that's why the account was $0 balance when I tried to pay! Now they are trying to ruin my credit because they didn't honor the final date but want to blame me! This is the exact reason I left and why my mother left and why so many others are leaving! And then they try to act like they didn't do anything and smooth it over! If there is a $0 balance you also can't pay by their automatic phone line . Once again I tried to pay before the due date!!!!! I showed proof and they still want to bring up the august 2nd chat when I finally got frustrated and tried to pay thru chat! Just like when the entire neighborhood would be without internet for hours every night for weeks and yet they would tell me it was my equipment and my fault ... I guess all the neighbors used my equipment as well! They never admit fault and keep a good rating! Now all they want to do is blame me and tell me where to go pay but not address the real issue which is I did try to pay and they are ruining my credit! Business Response /* (4000, 9, 2022/08/11) */ Cox's Executive Escalations SE Team submits the following response to this complaint. Cox's position has not changed. As previously stated Cox would advise Ms. ****** to contact the Cox account services & billing department by phone to speak with a live agent at 1-850-478-0200 in regards to payment options. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (4200, 11, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) And once again Cox does not care about its consumer.. they refuse to listen because they can not keep charging me every month! If I was still a customer they would try to fix this error! They are also giving me the number to call their billing department even though today I received in the mail a letter from a collection agency and now I seem to owe $175!! For a bill that I tried to pay before the final date! And now my credit will have a blemish on it because Cox did not hold up their end of the deal! They turned me over to the collection agency before the 31st! That is why I had a $0 balance for over a week on my account! And it's all because I finally found someone else to use! So many people are trying to get away because of how Cox treats it's customers! I guess I will now deal with the collection agency who now say I owe $175 not $149!

• Initial Complaint

  Date:07/28/2022

  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.

  on or about the first of 2022 I did and up grade to my internet with Cox Communication. I was imformed that I will have faster internet and that I would be able to use it all over my home, which is a lie. I have reached out to Cox Communication numerous of times and they have sent out so many different Tech with different answers about the internet. On Tuesday Cox Communication Tech came to my home about 2 p.m. just to tell me that In the p.m. time of the day when everyone is home I can expect my internet to be slow or not even able to use it at all. Like I told the Tech I'm a student and I need my internet to do my school work and all he said to me was that you are just going to have slow internet. I'm not happen about this because I'm paying for something I'm not getting and I want Cox Communication to fix the problems, because I was told by them that if I do the upgrade for $ 20.00 plus more dollars I would have fast internet that will work throughout my home, and right now that has not been the case as of July 27, 2022

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/08) */ A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show that an agent SPOKE WITH MARY, she stated THAT 1ST TECH SHOWED UP JSUT TO TELL HER THAT HE WOULDNT BE DOING ANYTHING AT HER HOME THAT DAY AND PROMPTLY LEFT. SHE FELT THAT COULD HAVE HAPPENED ON A PHONE CALL OR TEXT AND FELT HER TIME WAS WASTED. A TECH WAS SENT OUT AND WAS ABLE TO GET EHR INTERNET FUNCTIONING AND WORKING BETTER THAN PREVIOUSLY, BUT STILL AHS FLAWS LIKE POOR COVERAGE. TECH FROM YESTERDAY TOLD HER TO GET AN EXTENDER, AND WE DID PROVIDE HER WITH DETAILS AS TO WHT TO LOOK FOR AND PRICES. The tech that went out indicated that the customer's SPEED was AS HIGH AS 958.60 down AND 36.6 up ON THe WIRED COMPUTER. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I do not accept is because I'm still having the same problem that I were having before. I have been for a services for almost a year that I have not been able to use, and I'm not happy about it because I'm a full time student and I need the speed of my internet to work, without someone from Cox coming to my house every other day or week. This is not the American way. If you pay for a service you should receive the services that you are paying for and right now this is not the case.

• Initial Complaint

  Date:07/23/2022

  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've been a cox customer for at least five years. This past year has been an absolute nightmare with them. I have had issue after issue concerning my services working properly, but what has occurred the past two days is just appalling. I have had 2 service appointments, scheduled and no one had shown up. Cox keeps giving me the run around about why their technicians are refusing to do there job. My husband has had to leave work early for 2 days to be home for them not to show!! Who can afford that in this economy. We have not been compensated for our lost wages, or time lost waiting on their employees to do their jobs!! I have been lied too, and given the run around for 2 days now, and no one can tell me why my services hasn't been resolved, and no apology whatsoever!!

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/09) */ Cox's 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/she) has encountered, and for any inconvenience that (he/she) has experienced as a result. A Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show our customer has had a number of appointments scheduled and completed with no issue found and others were canceled. We have attempted to contact our customer to further assist but there was no answer and the voicemail was full. We will attempt again to contact the customer to assist if needed. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There have been many issues with my service, numerous times over the past year, that I have had a tech out to resolve, but concerning the issues in which I filed this complaint the appointments where not canceled on behalf of me, but your technicians. The first one called and said he was there, in which I did not receive the courtesy call to state he was on the way.. and by husband was five min away, because we again didn't receive the call letting us know he was in route.. I was rudely told well I am not waiting for five min, I have other stuff to do, it's your responsibility to be home..and he left...I called for a go back, but again no technician showed.. so I rescheduled the appointment for the next day and the same time.. I received a phone call the next day, around noon with the technician stating he was at the house, with no courtesy call.. I informed him that the appointment wasn't scheduled until 3-5pm.. he then states that he wasn't given a time, and that he would return, during the scheduled appointment time, which he did not.. it is not my fault as a consumer that mis communication happened with dispatch.. I then had to call tech support to reschedule another appointment, because the requested go back that day of course didn't happen.. As a person who manages an multi-million dollar establishment, I don't sit home all day in hopes that your technicians would do their job that day, and show up to restore my services.. which again has been an issue since March 13,2021... if u don't want to compensate me for my time, then just say that, but what u are not going to do is shift the blame to me, THE CUSTOMER!!.. THAT IS VERY UNPROFESSIONAL, AND SHOWS YOUR LACK OF ACCOUNTABILITY!! Business Response /* (4000, 9, 2022/08/11) */ A second attempt was made to the customer on 8/10/22 with no answer and unable to leave a voicemail due to the voicemail box being full. We do apologize again for any inconvenience and/or negative experience. If our customer is still needing further assistance or a tech visit our Executive Escalations team remain available to assist at [email protected].

• Initial Complaint

  Date:07/22/2022

  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.

  On Tuesday, July 12, 2022, a Cox cable line came down in my front yard in a thunderstorm. The line services my neighborhood in Englewood Community, Pensacola FL. The cable snapped at the power pole located on the street. between my residence and my neighbors on the West side of me. The other end of the cable is attached to the roof of my house. Neither my neighbor nor myself has Cox service. I called on Wednesday July 13 and scheduled a Cox technician with Yvette, customer service representative, for removal on July 15. After waiting 4 hours and with a confirmation of the appointment the technician failed to show. I went into a Cox store located at 4771 Bayou Blvd Ste 9 Pensacola, FL 32503, Byron Cobb the store manager rescheduled the Cox technician to remove the line Thursday, July 21st. After waiting another 3 hours and despite the fact that a Cox technician called to confirm the appointment stating at approximately 2pm that he was "15 minutes away", I waited until 5 pm and the tech again was no show. I tried calling the Cox store, per Byron Cobb's business card, no answer, direct line "not accepting messages" and voicemail "full". I called the 800 number, waiting 47 minutes on hold for a supervisor. Cox promised to create a work order ticket but would not give me a date, time, or ticket number. Ramon, customer service representative and "technician supervisor" was supposed to email me a copy of the work order to remove the downed line. To date I have not received email confirmation from Cox. Selectricity, my electrical technicians who came to my house on Friday, July 15 to restore my power due to outage, coiled the line on my garden fence next to my breaker box. They also kindly put nuts on the live electrical ends exposed by the breakage on the line. They advised that they couldn't remove the downed line without disrupting Cox service to my neighborhood, did not have the tools to shut off the power to the line at the roof connection nor the street transformer

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/05) */ Cox's 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 Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. The account records show that as of 08-02-2022 our team dispatched a technician out to the customer's home, and he was able to remove the line from the home. We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE Consumer Response /* (2000, 7, 2022/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Two Cox technicians removed the downed line from my house on August 2, 2022. They were apologetic about the delay, professional and very polite. Thank you for your response. It's unfortunate that two scheduled appointments prior were handled ineffectively resulting in my complaint to the BBB. Hopefully the the technicians who failed to show for those prior appointments are disciplined and retrained appropriately.

• Initial Complaint

  Date:07/19/2022

  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.

  Cox charged $100 for a service technician to come to our home. We opted for self-install at our new location. The installation did not work, and after several phone calls with customer service, they determined a service technician needed to be sent. The technician found the problem to be a faulty piece of equipment--sent by Cox for the self-install. I was told by customer service that the charge was valid and would not be removed. I was further told that no one else in the company was authorized to talk with me about the matter. The technician came because customer service exhausted all of their possibilities. As it turns out, the only reason the technician was sent, was to replace a faulty piece of equipment. This was not my fault, and the sending of the technician was a last-resort measure.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 7, 2022/07/19) */ Cox's 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 Cox Executive Customer Resolution Specialist reviewed our customer's Cox account. After reviewing the account, we issued a credit to cover the disputed charge of $100 We would like to thank our customer for being a valued Cox subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our customer's complaint. Respectfully submitted, Cox Executive Escalations SE

• Initial Complaint

  Date:07/18/2022

  Type:Product 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 signed up for Cox Communications internet service at $29.99 per month. I chose to complete a self-installation of my modem/router as this method is free. When I completed the self-installation, the internet did not start working. When I contacted Cox customer service, I was told that there was an issue with the external wiring of the house. A qualified technician would have to come out and fix it. Since it was not an issue with my equipment, the Cox representative EXPLICITLY told me that I would not have to pay any professional installation fee. When the technician came, he fixed the issue and also EXPLICITLY told me I would not have to pay any professional installation fee. I never agreed to pay a fee and Cox never sent me an invoice. However, when I checking my billing statement for the next month, there was a $100.00 "Internet Pro Connect Conversion" charge that had been applied and withdrawn since I was enrolled in auto-pay. I attempted to resolve this issue with Cox Communications directly, but the representatives told me there was nothing they could do except file an internal complaint and that I would be contacted within the week. I was never contacted again. Cox Communications should refund me the $100.00 fee immediately.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/07/20) */ Cox Executive Escalations SE Team submits the following response to this complaint. We would like to first apologize to our customer for the negative experience he has encountered and for any inconvenience that he has experienced as a result. An Executive Escalations Customer Resolution Specialist reviewed our Customer's records within the account. We took the time to review the original phone call interaction and the documented notes from the technician. The customer was originally charged $100 for the self installation being converted to a professional installation. This charged is automatically attached any time a technician visits the home within 30 days of a self installation being completed. During the phone interactions, we determined the representative did not thoroughly explain how the charge would be accessed. Although the technician may have to do outside work, this would have been completed during a standard professional installation, which is automatically charged at $100. This charge is added to begin the services at a new address where the customer was not previously active, which would deem the charge valid. Due to the misinformation the customer has received concerning this charge, we have opted to waive the fee in total of $107.00, which is the installation charge and the taxes associated with it. The customer will receive a full refund on his next statement and the rate of the $29.99 will remain in place. We truly apologize for this inconvenience and for not fully explaining the purpose of the charge. We will take this feedback to the original rep our customer was working with and use this as a coaching opportunity. We would like to thank our Customer for being a value Cox Subscriber. We would also like to thank the BBB for affording us the opportunity to respond to our Customer's Complaint. Respectfully Submitted, Cox Executive Escalations SE Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to accept the response of Cox Communications. They sent an email to me on July 20 promising to add a $100 credit to my account within 48 hours. However, as of July 25, I still do not see the $100 credit on my account. I do expect them to provide the credit eventually, but I do not want to officially "accept the response" until the credit is visible on my account. Business Response /* (4000, 9, 2022/07/28) */ Cox Executive Escalations SE Team submits the following response to this complaint. The adjustment for $107.00 has been applied to the customer's account and posted as July 20, 2022. The customer previously owed $29.99 on the account that would have been due on 8/5/22. The bill is now reflecting there is no balance due on the account as of now, due to the credit being applied and he has a left over credit following the next bills of $77.01. This credit will remain on the account until it runs out. The customer is also welcomed to contact our customer service locally at 850-796-1269 to verify with out billing team or listen to his account balance or he can go into the retail store locally to verify the information has been updated. The credit has been applied in full and there are no further actions our team will take concerning this matter. Consumer Response /* (2000, 11, 2022/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The most recent billing statement still does not reflect the credit, but it is correctly posted within the transaction history. Thank you for resolving the issue.