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

  16909 Burke St STE 121 Omaha, NE 68118-2268

  
• 

  Cox Communications

  205 N 80th St STE 111 Omaha, NE 68114-3622

  
• 

  Cox Communications

  4849 N 72nd St STE 101 Omaha, NE 68134-2304

  
• 

  Cox Communications

  7640 Towne Center Pkwy STE 1 Papillion, NE 68046-2138

  
• 

  Cox Communications

  3427 L St Omaha, NE 68107-2577

  

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: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.

  On October 6, 2023 I attempted to cancel my Cox internet and cable. The last thing they told me is that email is immediately shut off. Per policy on the cox website *****************************************l (screenshot uploaded) I should have email for 90 days after termination. They said they haven't updated the website.

  

  Business Response

  Date: 10/12/2023

  Cox's
  Executive Escalations 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 the internet service is still active on the account.  If the customer wishes to disconnect service, they will have up to 90 days to move their Cox email content to another email provider.  We do apologize for the misinformation provided.
  
  
  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

• Initial Complaint

  Date:10/03/2023

  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 am the CTO for two new business entities ******* ***** Scottsdale LLC and ******* ***** ****** ***. We have been a Cox customer for over 2 years at multiple locations and multiple services.
  We had a sales office close to our construction site so we could do tours for prospective members, investors and future team members. Once our Construction was completed we transferred our service from one site to another, canceled the service and transferred the phones and numbers.
  Since we are a business we have to go through our business Sales Manager for all changes, cancelations that affect billing revenue. When our construction site was available for occupancy we transferred services and numbers and actually added services. But they never canceled the existing the site services and we keep getting billed. I have escalated to support teams, management teams and we are now 9 months later being billed and they can’t cancel the account. We are seeking resolution and we have verbal agreements on past credits but the accounts are still open and charging fees. Since we have multiple accounts with Cox and Rapid Scale this one account may put our business at risk if they disconnect us. So we have been paying our bills with the promise of credits awaiting approval. The other problem is that the account rep was on *********** leave for 4 months and his VP manager responded on his behalf while he was out. Our Account manager says he can’t help us and his VP manager will process what we are asking. We also were charged with services before they were available and had many delays with Rapid Scale for new fiber connection services that were mismanaged, handled and verbally oversold.

  

  Business Response

  Date: 10/10/2023

  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. 

   

  ******* *.

  Executive Resolution Specialist

  Cox Business 

• Initial Complaint

  Date:09/25/2023

  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 am located in ******* Arizona 85296h this business that won't even have representatives to talk to on a weekend, instead I have to try to "chat" to get answers and run into nonstop problems. I want my bill to be a reasonable rate and what I thought was unlimited internet coverage. I need these excessive charges washed away as they were not agreed to by me! Please refer to the chart transcript on 9/13/23 between ************************ and ******* * they told me in response to my question:
  
  8:17:41 AM [**********] "Can you fix this for me?"
  8:17:48 [******* *] : Can I add the unlimited plan for you to avoid the overage notification?"
  
  My response: ONLY IF THERE IS AN OFFSET for $30 (which is hte amount increase she said I would incur)
  Her response: "Yes, you have $30 which is activated on 9/13 and you will get a discount from the next generated bill".

  

  Business Response

  Date: 09/29/2023

  Dear **********
  Moore,
  
  Cox Communications (Cox) is in
  receipt of your complaint filed through the Better Business Bureau. Let me begin by thanking you for allowing us the opportunity to serve you. We
  thank you for bringing your concerns to our attention. Doing so allows us to
  improve the quality of the service we provide to our customers. 
  
  
  Our Executive Escalation team member
  spoke with you regarding your Cox account on September
  29, 2023, and have provided a resolution for the concerns brought up in your complaint.  
  
  
  If you have
  any questions or concerns regarding your account, please contact our Customer
  Service department at 1-800-234-3993. 
  
  
  Best Regards, 
  
  COX –WEST 
  ---------------------------------------------------------------------------------------- 
  The Executive
  Escalations Team 
  

• Initial Complaint

  Date:09/20/2023

  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.

  The service wire that comes into our house is hanging so low that I hit my head on it. It is a safety concern. I called and setup an appointment to have it relocated. The tech came and refused to do anything about. He then proceeded to cancel our appointment. I called the company and explained what happened and I was in the phone for over an hour with various people. I wanted them to meet their appointment and their own standards of safety. They only would setup another appointment, but I already took 4 hours off work for this. They should have fixed it right away.

  

  Business Response

  Date: 09/22/2023

  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 reviewed our customer's account and spoke to our Field Leadership team to address the low hanging lines at the customer's home. Our Field Leadership team stated the pole has been marked unsafe to climb by **** and that the pole will need to be replaced. The drop on the pole could not be raised any higher at the house because it is not safe for any of our field personnel to climb the pole until it is replaced. If the customer would like to know when the pole will be replaced, he can contact **** to get a date estimation, and once replaced, we will return to raise the drop the lines are connected to. 
  
  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.