Karma Mobility

Hi [redacted] , Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrongIn the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can support.While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at [redacted] .Please feel free to contact me directly through support (attn: ***) if you need more help.Best,Erin A [redacted]

Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrongIn the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can supportWhile we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at [redacted] Feel free to email me through support (attn: Erin) to discuss this further or I can set the return up for you myself Best, Erin A [redacted]

Hi There, We are resuming shipments tomorrowBased on your order date, your order should ship out on Monday, 11/ [redacted] or Tuesday 11/*I can follow up with you directly through support if you'd like to keep an eye on things

Thank you for your feedback Your Neverstop service will end when your current month of Neverstop finishes upBecause you prepaid for multiple months of data, you will get $for each remaining month credited to your account at that timeYou can pre-select a Pulse plan todayNo matter which plan you choose, we’ll extend your exclusive discount on Pulse for either or months, depending on how many months you prepaid.Also you can return Karma to us for a full refund on the hardwareYou'll be refunded for any un-used months of Neverstop and the credits will be removedYou can use our Return Center for this: [redacted] Please feel free to contact support directly if you'd like any help with thisBest,Erin A [redacted] Karma Mobility

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have been told since December 2015, that a refund takes only 2 to 3 weeks and once the company finally sent me a return label and RMA #, I used their shipping information and have a receipt showing the device was received on 316. I have attached the relevant documents and now that it is 6 weeks later and I still don't have a refund, it's time the company finally makes good on actually refunding the full amount owed to me. If you go to the karma [redacted] page, you'll see there are countless others who are also still waiting for company to do the right thing. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***

Hi ***,Thanks for writing inThe implemented changes to our service that took place on January ***, and February [redacted] were adjustments to align our subscription service with the users it was originally intended for, while also making it a sustainable option which the original Neverstop unfortunately was notAt the time that we made these announcements, anybody who purchased a Karma Go with Neverstop was given the option to return their device and any unused prepaid months of subscription service for a full refundYou ended your subscription service on April [redacted] (continuing to use the product throughout that period of time), days after the February [redacted] announcement, and reached out to us inquiring about a refund this past Sunday, April ***, days after the February [redacted] announcementAlthough your device was purchased in the middle of November last year, we had opened up the return/refund window for a fair, and extended period of time due to the announced and implemented changes to our subscription serviceUnfortunately, that window is not indefinite, and your device is no longer eligible for return/refundIf you have any other questions, or would like to discuss this further directly, you can reach me at [email protected] (ATTN: Alex)Best regards,Alex F [redacted]

Hi [redacted] , Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrong.In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can supportWhile we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at [redacted] Please feel free to contact me directly through our support channel (Attn: Erin) to discuss this further Best, Erin A [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] I have received the $back into my account from Karma Mobility, Inc., so this complaint can be closed now Thank you for all your assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi ***, Thank you for replying to my concern and taking the time to review this Revdex.com complaintI just received my Karma go last night in one piece and thank you for that...BUT I did receive it 31+ days after I ordered it and days after the date expected from Karma organizationI ordered it for a trip I was going on just last weekend but because I didn't receive the wifi device before I did need to pay for wifi in the hotelI needed to use wifi for workI think it's unacceptable for Karma to not even let me know and reach out to me to let me know that there was going to be delaysBut instead I needed to reach out to you guys and askBecause the device was delayed I did need to pay extra money out of pocket for wifi on my tripIf there is someway to reimburse with data or percentage off data for future that would be great for the delay of the itemThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi ***,Thanks for following upSince we’re experiencing higher than return volume, and processing returns in the order they’re received, refunds are taking substantially longer than to processWe'll send you an email as soon as your refund has been initiatedBased on the date we received your return (confirmed received at our fulfillment center on 3/**), our 2-week timeframe for processing refunds, and the fact that we're heavily delayed due to high volume, I anticipate you'll receive confirmation of your refund within the next few weeksThanks in advance for your patience and understandingJust to be sure the proper expectation is set for when your refund is processed, you'll be receiving a full refund for the device itself, plus a month of prepaid service which went unused (for a total refund of $179.00)Your first full month of service, Dec [redacted] - Jan ***, was prior to any implemented changes, during which 194.2GB of data was usedThe following month, Jan [redacted] - Feb ***, your second prepaid month of service was when the announced Neverstop change took place on January ***Prior to the ***, you were able to, and did use the service in full, and when the announced change took place on the ***, you did not cancel at that point, but used the new 15GB allotment prior to cancelling on January ***With that said, the service was used in full for those two months both pre and post service change so they are not eligible for refundWhen your refund is processed in the coming weeks, you'll receive a refund for both the device and one month of service that was not used.In the meantime, feel free to reach out to me directly at [redacted] (ATTN: ***)Best, [redacted]

I understand your concerns, and we do not want you to have to feel stuck with a product that no longer works for you While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well You can use our Return Center for this: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because I emailed the company for three days, without response, requesting that my money be refunded and that no package be sentCompany has no phone support and does not respond to emails in a timely manner In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The company still refuses to openly admit to have 45-day refund guarantee policy and promises to issue my refund in 6-weeksUntil I receive my refund I consider this issue unresolved In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hi ***, I do see that we have received your return and let you know that it is in line for processing at our fulfillment centerBased on the date we received it I anticipate that you'll see confirmation of your processed refund within the next few business days Feel free to reach out to me directly, [redacted] (ATTN: Alex) We'll send you an email as soon as your refund has been initiated Alex

Hi [redacted] ,I understand the wait has been very lengthyMy apologies for that, but please know that what we've communicated to you when you've been checking in the status of your refund is correct.I can see that your return was confirmed received (checked-in) at our fulfillment center on April ***, which means it was then added to the queue of returns to be refundedWe have had, and currently have significantly higher than return volume, which is leading to heavy delays on all refundsThis is not specific to you, and in order to keep things as fair as possible, albeit lengthy, we're only processing refunds in the order which returns have been receivedWhile I don't have an approximate date at this point in time, based on the return receipt date of April [redacted] I expect you'll receive your refund within 8-weeks from nowI know this isn't the immediate response you're looking for, but understand we're working through this is as quickly as possible, and I can assure you we'll process your refund just as soon as is humanly possible with the resources available to us right now.Thanks in advance for your continued patience and understanding.If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).Best,Alex F [redacted]

Your refund will be processed immediatelyPlease note that it does sometimes take between 3-business days for that to show up on your account(that's the banks, not us)Let me know if you have any additional questions or concerns

Hi [redacted] , I understand the wait has been very lengthyMy apologies for that, but please know that what we've communicated to you when you've been checking in the status of your refund is correctI can see that your return was confirmed received (checked-in) at our fulfillment center on April ***, which means it was then added to the queue of returns to be refundedWe have had, and currently have significantly higher than return volume, which is leading to heavy delays on all refundsThis is not specific to you, and in order to keep things as fair as possible, albeit lengthy, we're only processing refunds in the order which returns have been received While I don't have an approximate date at this point in time, based on the return receipt date of April [redacted] I expect you'll receive your refund within 8-weeks from nowI know this isn't the immediate response you're looking for, but understand we're working through this is as quickly as possible, and I can assure you we'll process your refund just as soon as is humanly possible with the resources available to us right nowThanks in advance for your continued patience and understandingIf you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex)Best, Alex F [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:This response is as meaningless and empty as the company's initial replyWhat is he refund policy? What does it mean to be "compliant" with this policy? When will a refund be issued? Karma hasn't even attempted to address what boils down to a simple, fundamental, and extremely valid complaint: the company sold us a defective device; it replaced that defective device with another defective device; its customer service is among the worst I have ever encounteredAll we want is a refund of our initial purchase for a device that we cannot use and for data that we cannot access! I am happy to send the device back to KarmaThis should be simple, easy, and straightforwardHowever, it seems as if Karma has no interest in resolving the matter, and I'm not surprised that it has an "F" rating with the Revdex.com I'm going to ask one last time, before moving ahead with legal action, for a full refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Thanks for reaching outOur returns are simpleIf for some reason you aren't happy with your Karma Go, you can return it to us for a full refund on the hardware.Service refunds depend on your account typeOn Refuel, you'll get a refund for any data left unusedWith Pulse/Neverstop, you'll be refunded for any un-used monthsYou can use our Return Center for this: [redacted] Please feel free to contact support directly if you need any additional help Best, Erin A [redacted] Karma Mobility

Thanks for reaching outOur returns are simpleIf for some reason you aren't happy with your Karma Go, you can return it to us for a full refund on the hardware.Service refunds depend on your account typeOn Refuel, you'll get a refund for any data left unusedWith Pulse/Neverstop, you'll be refunded for any un-used monthsYou can use our Return Center for this: [redacted] Please feel free to contact support directly if you need any additional helpBest,Erin A [redacted] Karma Mobility