• Report: #1073126
Complaint Review:

Cox Cable Las Vegas

  • Submitted: Mon, August 05, 2013
  • Updated: Mon, August 05, 2013

  • Reported By: Howard D. Weiner — Las Vegas Nevada
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: http://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.

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Updates & Rebuttals

#1 Author of original report

Copy of Email Reply Sent to Chris@coxhelp.com

AUTHOR: Howard D. Weiner - ()


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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#2 UPDATE Employee

Re: Install/billign problems

AUTHOR: CoxHelp - ()

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.



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