Cox Store - Ocala, Florida

Mandy L.

Charges you for data they’re basically stealing “sharing”. Went to cancel and the customer service agent was rude and almost offended I was cancelling. Magically they couldn’t get the text to me to cancel and was told there was nothing they could do. I had to physically go to the store to cancel, which not everyone can do that. I’ve always been able to cancel over the phone and mail in equipment. Cell service was a joke as they over charged me and continued service even after cancellation. It took 3 months and hrs of work time on the phone trying to get to the right person. I do not recommend. Plus they’re expensive! We pay $80 less now with better service. Not to mention the outages were constant. I see on here they say it happens but it never happened as frequently as we had with this company. Almost daily.

Phillip E.

Terrible customer service, I would not recommend them as an Internet provider. I tried to set up Internet service with Cox and was told that the earliest time they could come and connect was at the end of the week on Friday. This is a little inconvenient as I need Internet to work from home, but I understand that they only have limited technicians so I was willing to wait until Friday. Thursday I received a phone call from their service department stating that a technician will be out on site Friday upon receiving that phone call, he confirmed the address, which was incorrect. I then corrected the address by telling him it is not Lane but Avenue after repeatedly going over the address he had confirmed with me. I then get a call the next morning from a technician saying they are at the address. I looked outside to see no technician. After explaining to this technician that it is Avenue which he confirmed being at Lane he then went on to tell me that he could not set up the service because they made a work order for the wrong address. He went on to tell me that they could do the service today still if I contact the office and have them create a work order. Upon spending over five hours between multiple calls with different representatives getting multiple different answers I was told that I will have to wait 5 to 7 business days to find out when they could send a technician out. So they are telling me that I will have to essentially wait two weeks just to schedule a date. Two weeks just to be told I’ll have to wait another week? Meaning I may have to wait up to three weeks or more for service because of a mistake that was made on their end. If you work from home like me this just will not work. I kept pleading my case but it was just shrugged off with I’m sorry they had the wrong address. For paying $120 a month for service I would expect better customer service and not just a bunch of empty “I am sorry” if you were sorry you would try to remedy the issue that you guys had made a mistake on your end instead countless I am sorry you will have to wait weeks without any Internet just does not cut it. I made it plain and simple that I wanted a day service could be made or I will call have to call elsewhere instead. They told me they will get back to me in 5 to 7 business days. Making it clear that my issue is none of their concern. If this is the customer service you provide setting up service. I cannot imagine what I’d have to deal with if I ever had any issues with the service. I will take my business elsewhere and leave this review for anyone interested in reading about my experience with Cox.

PS I highly suggest someone higher up pulling calls and listening to these reps. The messed up address was on a recorded line. You can easily acknowledge your mistake by a tec that hardly understands English. Then multiple 30+ min multiple hold times with other over the sea representatives who hardly know English. Customer service is not something you should outsource if you actually care for your customers.

Adam S.

Service side of things, no complaints. My issue is with customer support.

I moved to a new apartment number but same complex, and the new apartment did not have a modem. I called to see about what to do and they told me I could either go into the building to grab a new modem and install it myself same day, or they could have a tech come out in a few days and install it for me at no charge since they have to have a modem in each apartment anyhow.

Of course I took the more convenient option at no charge since I was in the process of moving anyhow and needed to free up my time. However I had to stop what I was doing and run back and fourth from my old apartment to the new one to verify numbers on the old modem and check for service as well for the Tech, which prevented me from continuing to unpack boxes.

Ended up spending an hour helping the tech out with various simple tasks and eventually we got the modem working right. A month later I go to pay my bill and I was charged $100 for the tech to come out and install the modem that was suppose to be there to begin with. After an hour of talking with customer support, they said they had no record of my phone call previously stating the tech service would be at no charge... how convenient...

In the end, even though I still had to help the tech out with running around and setting up the new modem, I was still billed $100. So my advice to anyone with a situation like mine, just go pick up the unit yourself and cut out the tech.

Daniel M.

I turned my 87 year old mothers equipment in at the Ocala store and when I asked for a receipt for the returned in equipment the person said they could only send me one via email. Since my mother has dementia and is unable to access her email account I told the person to change the email address and send the receipt to my address. He said it would be sent to me within 15 minutes. Well it has been 5 days now since I turned the equipment in and still have yet to get the receipt.
I then called yesterday to find out why and come to find out the idiot who took the equipment did not change the email to send me the receipt he took offense that questioned not receiving the receipt he mumbled something that I did not catch and he hung up on me. Great customer service is not your thing Cox as a matter of fact your customer service representative at that location sucks. I am cancelling my Internet and mobile service immediately and going with the competition. So long Cox

Ryan H.

We have had Cox Internet for about 25 days now, and have had multiple issues. Service has been down about 10 days throughout. We've had to have techs out on 4 different occasions. Not off to a good start Cox. Can only get better from here...

Braze M.

Horrible service. Company intentionally slows speeds because it’ll magically start working when you have them on the phone. Was told they’d charge more $ to send out a technician cause the connection drops every day at random. And when it works it’s not even half the advertised speed. Sounds like breach of contract from these money grubbers why should you expect actual service right?

LaRosa O.

I've been a **Cox** customer for over 10 years, experiencing their service on and off. Overall, the **internet is steady**, and the **cable options are reasonable**, making the core service quite good.

Where things become a mixed bag is customer support. While **phone support is dreadful and slow**, I've found **chat support to be quick and efficient**. In-store experiences are generally positive; the **store associates are attentive** and dedicated to resolving your issues.

I've also had **Cox Mobile** for about two years, and it's been a reasonable experience. I recently visited this store to upgrade my phone, and **Drayton was particularly personable and relatable**, making the process smooth.

Kerrie R.

Not only the worst service, but the worst customer service. Nothing redeemable about this company. You try to cancel them when it clearly states your term agreement was removed and they still want to charge you an early termination fee. It's like dealing with toddlers throwing a fit because you find them in the wrong.