Cox Store — Local services in Papillion

Stay away! I purchased from this store in September 2016. Like other people on here I was lied to by the sales person who sold me a special deal that day from this store. I was told that this great deal was going on with TV, Internet, & Security. Keep in mind I only wanted internet and tv. I was told if I agreed to a 2 year contract on the security that I would get a great bundle discount on the tv and internet. I want to be clear that I did not have a good experience with cox several years ago and had switched to DTV so I knew to ask questions. I asked if I was signing a contract on the tv and internet and was told "no". I asked if I was getting that price for 2 years and was told "yes". This was a big reason I chose to come back to cox as that was better then DTV.

When my 1 year came around in September 2017 I received a bill that was $50 more a month. I called customer service and was told my 1 year promotion was over and there was nothing they could do. When I said I wanted to cancel they told me I was under a contract on the tv and internet. But how I dint sign anything? I decided to go into the store a few weeks ago to give them a chance to fix my issue. I was very polite and explained what happened. I informed them I was a happy customer, but was not willing to pay this rate. The rep again said I was under contract and was quick to spout off termination fees. I again clearly explained I was never advised of a contract on the tv and internet and that I didn't sign anything for a tv and internet contract. In a very smug way she told me I received something in the mail with my first bill that said I would be locked into a 2 year contract. I guess that's how they do business? funny how the employee that sold it to me never mentioned that contract. Also funny how I had to sign an electronic contract on the security system, but they mail me the tv and internet contract without telling me about it? In the end I will now be paying hundreds of dollars to cancel this "contract" i supposedly agreed to. To make it even more ridiculous they told me in the store I signed a 3 year contract on the security system. I have in my email a copy of the electronic document saying 24 months. I don't understand the complete disregard for existing customers. Sign you up and lock you in with lies.I want to keep the service and pay $160 a month, but that's not enough for this shady money hungry company. instead I now am being billed $210 for basic internet and cable services with a security system i didn't want and don't use. See...

I had to get my grandmothers account canceled as she passed away. I went into the store to cancel the plan. I was very weary due to having to deal with all of the hoops one has to jump through to cancel an account that is not theirs, that’s why I went in to the store vs. calling in and figuring it out on the phone. At first I met with regular person on the floor and because this is something they do not see every day the assistant manager helped. I noticed very good communication between the two and the assistant manager was exemplifying what leadership should be. The employee was very polite to me and wanted to make sure my issue was handled. I was frustrated because of how much a process it is to get the account canceled. The assistant manager explained to me why the process is what it is. I had to go gather documents and return to the store. I got the account canceled, but unfortunately Had had to call in on the phone and speak the billing dept this is not a reflection of the staff at this location. This is a reflection of how horrible cox is as a company. As a consumer, I can’t get anything done efficiently, I have to sit on hold and tell the same story four different times and nothing is ever easy when you want to cancel the account. You can clearly see Cox has restrictive policies that in the end of the day, screw consumers like me. I was having issues on the phone and the assistant manager even helped me on the call to bridge the communication gap. I have been to Cox stores before in the store is much different than the ones I’ve been to they are being helpful. If Cox as a company was like how the staff at the store was, I would switch my service to them.

Side note: A very angry customer came in while the manager was helping me on the phone. The customer didn’t make any sense and was clearly upset. She stormed up the manager, figuratively pushing me out of the way. She was asking the manager to read a faded receipt. She then stormed away the manager still asked while she was leaving what assistance he could be. I believe he handled this very...

My husband and I have received the absolute worst service from DOUG CARTER, a Cox representative. He is highly unprofessional and uncommunicative and should not be employed by Cox Communications. Doug contracts with the apartment complex my husband and I currently live in. We called him to get our cable and internet set up when we moved in. Doug assured us that our internet would be up that day, or the following day. 3 days later, Doug was ignoring our calls and texts (which is a repeated pattern we have experienced with Doug), so we went to the Cox store at this location to complain. The representative who helped us, Tara Bates, apologized and promised us a $30 credit for our troubles. We have yet to receive that credit even with repeated phone calls to Cox Corporate. We have called and messaged Doug many times over the couple months we have lived here to try to resolve issues related to our Cox account. At first Doug replies, promising to take care of issues in a timely manner, and then he stops responding to texts and calls. I cannot begin to explain what an unprofessional, lazy, horrible representative DOUG CARTER is. We will be filing formal complaints with Cox Corporate, our apartment complex, etc. as Doug should not be employed by Cox Communications in the future. If you live in the greater Omaha area and your Cox representative is DOUG CARTER refuse to work with him. I promise you will save yourself a lot of hassle and stress...