Karma Mobility Inc.

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 me through support (attn: Erin) to discuss this further or I can set the return up for you myself. Best,Erin A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the matter has been resolved by my card company. I remain unsatisfied with this business and its practices.
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 answer I got form Karma Inc is exactly the same as I got from previous three times (4/**, 5/15, and 6/*). Which all pointed out that I should be contacted within 6-8 weeks after received the return devices (if we count from 4/**, the 6-weeks window should be ended at 5/**. However, I have not received any confirmation letter regarding my return. I have asked another customer service representative for the number of my return case in the queue, however, they refuse to provide the information. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], I am having trouble finding the order for your device however, I have found your account and order for Neverstop. If you'd like to contact me directly via our support channel (attn: Erin) I am happy to investigate this further, get you a return label and a full refund. I look forward to hearing from you. Best,Erin A[redacted]

Hi [redacted], 
Unfortunately, there is no way to bring back Neverstop at this time. The product is no longer available. I am happy to discuss options for either returning your device for a refund OR looking at Pulse or Refuel as an option if you'd like to stick with us. 
Feel free to email me directly through support ([redacted]) Attn: Erin. 
Best,
Erin A[redacted]
Karma

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].
If you'd like to contact me directly via our support channel if you'd like me to arrange this further for you. 
Best,
Erin A[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 me directly through support (attn: Erin) if you need any further assistance. 
Best,
Erin A[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:

[Your Answer Here]
Good morning,I can not accept this resolve because when I contacted Karma Go, their customer service told me that I would receive a full refund including the data I had purchased. I will include that email in this email. [redacted]  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]
You can email Customer Support directly for any additional help.

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:

It has 37 days since they acknowledged they received the product/ They are "slow playing" me for the obvious reason of not paying the refund. I don't trust these people/ They lied 3 times in 2 months concerning billing practices (each time becoming more expensive) until it was no longer affordable. Thank-you, [redacted]              
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We've had our share of delays and we've tried to communicate with those who have preordered as much as possible to keep them informed of any and all changes. We know this has been a frustrating experience for many of our customers so those requesting a full refund have gotten one immediately. It...

seems in this case, when offered a full refund the customer has chosen to wait. We are now shipping the Karma Go and are working to fulfill orders starting from the first day of our preorder (9/**/2014) and will have every preorder fulfilled within the communicated 45 day timeframe. (we started shipping on 7/**/2015) We are working to fulfill orders as quickly as possible. I'm happy to address any specific concerns on an individual basis through Customer Support.

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. I fully understand that it is an inconvenience,...

and for that I apologize. Due to the high volume, and in order to keep this process as systematic and fair to anybody returning the device they're being done in the order received as quickly as we can with the resources at hand.
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. 
In the meantime, feel free to reach out to 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 find that this resolution is satisfactory to me and the matter has been resolved.The FAQ provided by Karma contradicts the statement in their prior email to me that I would lose...

all of my prepaid data if I didn't participate in the Grandfather Plan.  Conditional upon Karma keeping their word in the FAQ that I will not lose my remaining prepaid data even if I do not participate in the Grandfather Plan, the matter has been satisfactorily resolved.  I reserve the right to refile a complaint should Karma not hold to the terms stated in their FAQ.
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:

[Your AnsweOkay   I asked for  a  receipt   and got this  bs  answer        I   [redacted]
 

[redacted]
 
 
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
I understand, and I apologize for the continued delays in getting your return and subsequent refund processed. 
I'm unable to take care of this immediately, but since it is a requirement for me to reply any time you mark this as unresolved I'll just have to keep responding to you with the same information. We can continue writing each other back and forth with no new information over the next several weeks until we eventually process your return if you'd like, but just note that I will have to respond each and every time with this same info.
Best regards,Alex

Hi [redacted],
Thanks for following up.
The reply to your previous emails is correct as we are currently working through a much higher than normal volume of returns. Based on the date we received yours (March [redacted]), I expect you'll see your refund within the next few weeks.
I...

realize the wait has been lengthy and I can understand your frustration, though I can assure you repeatedly emailing us will not speed up the process. We're working though refunds in the order received, and yours will be processed as soon as is physically possible.If you need to reach out to me directly you can do so at [redacted] (ATTN: Alex).
Best,
Alex F[redacted]

Hi There, It appears your emails for refunds and returns did not go through to our system. 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].Please feel free to contact me directly through support, (attn Erin) and I can assist you further. Best,Erin A[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 is the same ambiguous response I have been receiving from Karma Mobility, Inc. since I first inquired about my refund status in mid-February (see attached emails for reference).  I expect my $229.00 to be returned immediately and without further delay. It should not take this long to process this refund and Karma's excuses are unacceptable. In addition to filing this Revdex.com complaint, I have also filed a complaint with the Consumer Frauds Division of the New York State Attorney General's Office and will be seeking class-action lawsuit possibilities. 
 
 
 
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:4-6 weeks from the time of receipt would have been acceptable however 4-6 weeks from this date is not.  That would put the return at nearly 5 months to process.  That is far outside an acceptable business transaction.  When I spoke to Jackie on April ** she anticipated I would receive confirmation of the refund within a few weeks of that date.  It seems that every time I've talked to customer server so far I've received the same response. Jackie's Response on April **, 2016 @11:47AM EST[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi **,Thanks for reaching out.The reason your refund has not been processed is that it is not showing up as received via our fulfillment center. When I search the FedEx tracking information from the prepaid shipping label we provide, it shows as "not found," as in not shipped. Did you send your...

device back to us using an alternative shipping method? If so, can you provide tracking information so I can confirm receipt of your return?You can reach me directly at [redacted] (ATTN: Alex).Best,Alex