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Report: #1073126

Complaint Review: Cox Cable Las Vegas - Las Vegas Nevada

  • Submitted:
  • Updated:
  • Reported By: Howard D. Weiner — Las Vegas Nevada
  • Author Not Confirmed What's this?
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  • Cox Cable Las Vegas Las Vegas, Nevada USA

Cox Cable Las Vegas False, Deceptive Sales/Billing Practices Las Vegas Nevada

*Author of original report: Copy of Email Reply Sent to Chris@coxhelp.com

*UPDATE Employee: Re: Install/billign problems

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At the time I agreed to subscribe to Cox for television and internet services, I was assured by the sales representative that: [1] There would be no professional installation charge, and [2] My monthly price of approximately $147/mo (plus state/local fees/taxes) would remain throughout the two year subscription period. I received my first invoice. Both guarantees proved to be incorrect.

First, I was charged $49.99 for "Professional Installation - Home Networking." When I called Cox to challenge this charge, I was told the charge was related to the Wi-Fi device I requested and agreed to take. This is incorrect. I clearly stated that I would provide my own Wi-Fi router. I was prepared to install my new Wi-Fi router at the time the installation technician arrived. However, the technician noted that the cable modem equipment that I did agree to take (for $6.99/mo) automatically included Wi-Fi. There is/was no other modem type available. Further, all the technician did was to install the modem. I did all of the work to set-up the Wi-Fi, including changing the SSID/password through the device web page.

Second, I was told the monthly charge for Internet service would be $39.99/mo for the duration of the subscription period. However, the invoice reflects the true charge is $55.99, and the lesser charge is guaranteed only through the "promotion period," whatever that means.

Taken together, these two charges reflect false and deceptive sales practices. [By the way, Cox records the entire sales conversation, with my permission to do so, and a review of the recording of that session will verify the foregoing statements.]

Finally, when the billing representative told me he was powerless to correct any of these charges, I asked to be referred to the department to terminate my service. The individual at that department went on a rant--an extended rant including instructions on how to ask for services--when I mentioned that I would be filing a complaint with the Federal Trade Commission.

I then requested to speak with a Supervisor. Following two prolonged waiting periods on the phone I was informed by the (ranting) representative that no supervisor was available. He asked if I still wished to speak with a supervisor. When I responded in the affirmative, he stated a supervisor would return my call within 24-48 hours.

This report was posted on Ripoff Report on 08/05/2013 09:32 AM and is a permanent record located here: https://www.ripoffreport.com/reports/cox-cable-las-vegas/las-vegas-nevada-89101/cox-cable-las-vegas-false-deceptive-salesbilling-practices-las-vegas-nevada-1073126. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 Author of original report

Copy of Email Reply Sent to Chris@coxhelp.com

AUTHOR: Howard D. Weiner - ()

POSTED: Tuesday, August 06, 2013

Chris,

First, I do wish to express my gratitude for your involvement. However, there are no "misunderstandings."

Your firm records the sales discussions with prospective subscribers. Please find the recording/transcript. On the record you will see/hear me question--several times--and your sales representative agree that he has waived any and all professional installation fees. You will also see/hear that I did not request a Wi-Fi device. I purchased my own Wi-Fi device (I can supply the receipt, if you'd like) between the telephone order (7/12) and the installation (7/15). And, that there are no expiring promotional discounts in the approx $147/mo charge he quotes for the duration of the entire agreement.

Further, the installation technician scheduled for the installation on 7/15 between 10a-12p, called at 11:55a to inform me that he could not make the call. Instead, he had Dispatch send the next available service technician. The technician who did arrive between 1:05p-1:15p did not have any paperwork for the transaction. So there is no "box that I checked," for the upgrade from a non-Wi-Fi modem to one with Wi-Fi. In fact, I did not "sign" anything as your billing representative insists. Indeed, if Cox is in possession of any form with my written signature, then that signature is fraudulent and we have a serious criminal issue that needs to be addressed.

Further, when I saw that the modem the installation technician brought with him featured Wi-Fi service, I noted that I did not request and did not want Cox-provided Wi-Fi. His response: The modem he had was the only device Cox provides for new installations. There is no modem without Wi-Fi service.

Finally, I requested the customer service representative transfer my call to a person authorized to cancel my service. Once transferred, I was asked why I chose to cancel my service. I explained the incorrect charges ($209 with a professional installation fee), the unrequested services (Wi-Fi), the false allegation that I had signed the installation form and checked the box requesting an upgrade from the "regular" modem to one featuring Wi-Fi support, and the expiring promotional charge for Internet service. I went on to explain that I considered these failures to constitute false and deceptive sales practices and that I intended to file a complaint with the Federal Trade Commission (FTC). After all, he did ask why I was dissatisfied and chose to terminate my service.

What followed can only be described as an extended, loud rant from your firm's representative. I received in-depth, point-by-point instruction on how--if it was him calling to cancel service--he would conduct himself. If your firm records these conversations, then you need to listen to that recording as well. It is unbelievable. I was also informed that he could not talk with me if I ever intended to file a complaint with the FTC. That's particularly interesting.

By the way, I did file a complaint with the FTC. The complaint number is: 47368394.

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#1 UPDATE Employee

Re: Install/billign problems

AUTHOR: CoxHelp - ()

POSTED: Tuesday, August 06, 2013

It sounds like there were many misunderstandings with regards to what services you wanted and the quoted rates.  I want to take a look at your account to see what went wrong and make things right.  Email me at coxhelp@cox.com and I'll get started for you.

-Chris

 

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