- Report: #1073126
Report - Rebuttal - Arbitrate
Complaint Review: Cox Cable Las Vegas
Cox Cable Las VegasLas 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:  There would be no professional installation charge, and  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: http://www.ripoffreport.com/r/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.
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