Karma Mobility Inc.

Hi [redacted],
As stated in my reply to you via our support channel--I understand the wait has been very lengthy. My 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.
class="p2">I can see that your return was confirmed received (checked-in) at our fulfillment center on March [redacted], which means it was then added to the queue of returns to be refunded. We have had, and currently have significantly higher than normal return volume, which is leading to heavy delays on all refunds. This 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. Based on your return date, I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next 4-6 weeks). I 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.If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: [redacted]).
Best,
Alex

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 sent my device for a refund of services not rendered and false advertising (the company advertised 5mbps download then limited the speed to 2-3mbps, then limited the plan from unlimited to 15GB/m.) I never receivee the service I paid for and am entitled to a completr refund in a timely manner. The device and accessories were returned over 3 weeks ago and I am still waiting for my refund. I desire the original purchasing cost of $169.00 and the additional month of service charged $49.00 (Which was never used because the device was returned) be refunded for a total of $218.00 be returned immediately!
 
Sincerely,
[redacted]

I am sorry to hear that you are displeased with our service. The refund issue stems from a problem back in February. We are having to research each issue on a case by case basis. We plan to refund everyone that is in compliance with our refund policy. I am sorry for any inconvenience but this is...

going to take some time.   Regards, Trent

Thank you for taking the time to offer up this feedback. To 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 home. We 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 use. Bringing 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. You can set up your return at [redacted].
If you have any additional questions or concerns, please feel free to contact me through support (attn: Erin). 
Best,
Erin A[redacted]

Hi [redacted], 
We've had a delay, but should resume shipping this week. Your order will most likely ship out today, if not tomorrow first thing. I know the wait time is frustrating, but I assure you that we are working hard to get your device to you as soon as...

possible.If you'd like to address this further with me directly, please feel free to email support attn: [redacted]. 
Best,
[redacted]

Hi [redacted],
I understand the wait has been very lengthy. My 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 March [redacted], which means it was then added to the queue of returns to be refunded. We have had, and currently have significantly higher than normal return volume, which is leading to heavy delays on all refunds. This 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. Based on your return date, I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next 6-8 weeks). I 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.
If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).
Best,
Alex

Hi **,Thanks for following up. Since we’re experiencing higher than normal return volume, and processing returns in the order they’re received, refunds are taking substantially longer than normal to process. I realize this is an inconvenience, and I am terribly sorry for the lengthy wait...

time.We'll send you an email as soon as your refund has been initiated. Based on the date we received your return (confirmed received at our fulfillment center on March [redacted]), our normal 2-3 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 business days. Thanks in advance for your patience and understanding. As far as the amount of your refund goes-- your original order was for a Karma Go Hotspot with 1 month of prepaid service for a total of $206.66. That prepaid month of service ran from December [redacted] - January [redacted], which was used in full prior to the announced changes on January [redacted], so it is not eligible for refund. When your refund is processed, it will be for $156.66 (which excludes the prepaid month of service). In the meantime, feel free to reach out to me directly at [redacted] (ATTN: [redacted])Best,[redacted]

Hi [redacted],Thanks for reaching out.When we announced and implemented changes to our Neverstop subscription service on January [redacted], and February [redacted], we extended our regular 45-day return period to anybody that purchased a Karma Go with Neverstop through April [redacted], 2016 (45 days from the last made...

changes on February [redacted]). So while you were eligible to return your Karma Go all the way through April [redacted] even though you purchased yours in 2015, you have actively been using your Karma Go and Pulse subscription every billing cycle since you've had it (including the current bill cycle of July [redacted] - August [redacted]). With that said, your Karma Go and all of the months of service you've paid for and used are no eligible for refund. If you have any further questions about this I can be reached directly a[redacted] (ATTN: Alex). Cheers,Alex

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:

 
You stated that I would receive an email today regarding the subject. As of 7:24 PM EST , I have not received an email
with any information regarding the refund.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
While I am truly sorry that Karma did not meet your expectations, I am happy to report that your refund has been processed for the device so you are good to go there. 
Please let me know if you need any additional help. 
Best,
Erin A[redacted]
Karma

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 purchased a product. It was used for 9 days, and the company changed the product. A simple refund is not an acceptable solution.
 
 
 
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:

 By forcing me to put a payment on file for an automatic charge, that constitutes a contract. At this point in time, you, Karma, are n breach of contract. Therefore the resolution is to adhere to the agreed upon contract for a minimum of 6 months of time.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
I just reviewed the status of your return, and it looks like it's going to be processed this week. Depending on how many we're able to process each day it could be as early as tomorrow (Tuesday, July [redacted]), but should definitely be done by this coming Friday at the latest. Once it has been processed you'll automatically receive an email outlining your refund details. 
Thanks again for your patience while we continue to work through this-- please let us know if you need anything else in the meantime.
Best regard,
Alex

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

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]

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:

Here is the email your company sent, stating I would be getting a full refund.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for taking the time to offer up this feedback. To 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 home. We 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 use. Bringing 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 well. You can set up your return at [redacted].
Feel free to email support (attn: Erin) if you would like some help setting that up or to discuss options. 
Best,
Erin A[redacted]

Hi [redacted],Per [redacted]'s email to you on March [redacted], we've already processed a refund for the $50 difference bringing your total refund to $149.  You should see that reflect on your bank statement within 5-7 business days if not sooner depending on your bank.Best regards,[redacted]

Hi [redacted],Thanks for following up. Since we’re experiencing higher than normal return volume, and processing returns in the order they’re received, refunds are taking substantially longer than normal to process. We'll send you an email as soon as your refund has been initiated. Based on the date...

we received your return (confirmed received at our fulfillment center on 3/**), our normal 2-3 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 weeks. Thanks in advance for your patience and understanding, and my sincere apologies for the lengthy wait.In the meantime, feel free to reach out to me directly at [redacted] (ATTN: Alex)Best,[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:

 That is the same default answer I have been given since the day of the return. Just another two weeks. That's all you keep saying. I think this is an automated message and more likely the whole thing was a scam. Look and tell me what  exact place number I am at and how many returns are ahead of me. I want to know the exact number of people that are ahead of me.   Every time I talk to you in correspondence it's always just a another two weeks.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]