In the summer of a promotional flyer was placed on my front door offering high speed internet service by Cox for $29 per month with free installation. I called up, was given an installation date, whereby I verified the promotion of $29 per month with free installation and was "assured" it was true.
To make a very long horrific story short, after several installation delays totalling several months, I was informed that the street had to be excavated in order for their connection to reach my home. After a lengthy delay and weeks of broken promises of a finish, the connection was finally made. Then, after I had to "buy" a newer router, because my was an older version (2 years old), Cox connected me to their internet line, well almost. I wasn't able to receive my e-mail accounts because the install tech couldn't figure out why so I needed to call tech support. So for several months I wasn't able to utilize the internet fully because of no e-mail and some other problems which Cox never resolved.
Then I receive the bill which reflects an installation charge. I immediately call and after explaining the situation to the person from Cox, I was told they would remove the installation charge and credit me some time for having no e-mail and the other problems which were never resolved. A few weeks later I receive another bill which I assumed was the corrected bill and was shocked to see the same amount due including late charges besides the installation charges.
I call up immediately and get an extremely angry rep who tells me I need to pay the bill because that promotion had expired. After telling her that it may have expired because of the lengthy delay from Cox in setting up their "construction crew" to cut a line into the street but I responded to that circular which was left on my door knob for FREE INSTALLATION because I would have NEVER ordered it if the original rep had told me that that particular promotion had expired. I requested to speak with her supervisor which she responded to me" he's only gonna tell you the same thing".
STEVE BURLINGTON, THE COX SUPERVISOR, SHOULD NOT BE GIVEN SUCH A POSITION OF SPEAKING TO CUSTOMERS THE WAY HE SPOKE WITH ME. He told me that that particular promotion expired and thats that! He told me I found an old flyer and it was not valid and therefore they couldn't adjust the charges. I politely explained to him that I would have never ordered the service if there wasn't free installation because money is very tight and that flyer stating free installation and only $29 per month for the highest speed internet available from Cox convinced me to go forward with the agreement. Nothing else. I also told him that I was a caretaker for my brother who is a 100% service connected disabled veteran and that internet service may be able to assist me with my brothers medical issues. Steve burlington couldn't care less.
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