Karma Mobility Inc.

Hi [redacted],Thanks for following up. Looking at your order and the return tracking label provided, the tracking information is displaying "not found" as in not shipped.Is it possible you sent your device back to us with another carrier, or other tracking information. If so, can you provide that...

information? Once your return has been confirmed I can see where along the lines of processing it is for you.You can reach me directly at [redacted] (ATTN: [redacted])Best,Alex

Hi [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].Please feel free to contact me directly through support (attn: [redacted]) if you need more help.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:
They've been saying the samething for months, "soon" and 4 to 6 weeks. 4 to 6 weeks was up a long time ago. so then it was a lie, what about now? If it will always be here tomorrow, tomarrow never comes. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], 
While I don't have exact insight as to when your refund will be processed, it does appear that it's in line to be done by the end of this week. 
In the meantime, please feel free to contact me through support (Attn: Erin) if you need any further...

assistance. Best,
Erin
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,
[Your Answer Here]
 I have yet to be refunded for the charges made on 1/**/16 I was refunded for the data charges that came with the device but not the unauthorized (there  was no payment method set up and even your app stated that.) data charges that occurred on 1/**/16 In the amount of $49.00 Im sure this is just a "mistake" that'll be soon rectified but if you could please state this to me via the Revdex.com response form as none of your agents have seen it fit to responded to my request for a refund of the aforementioned amount.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I purchased the Karma device solely because of the UNLIMITED DATA offering with speeds up to 5MBS for $50.00 a month. What I received was a device that can NOT handle any basic internet tasks because the speeds were throttled to below dial-up connection speeds. Customer service is sporadic with canned responses initially from a bot. There is no phone support what-so-ever. Absolutely THE WORST business practices I've ever experienced.

Hi [redacted],The extended return window we offered was for those that purchased a Karma Go with Neverstop. Your purchased your device September of 2015 before Neverstop was even a service offered. While you did sign up for Neverstop mid-November, the extended return period/offer for a full refund on your device does not apply because your purchased your Karma Go with Refuel data before the Neverstop service was ever advertised or available. I understand our subscription service may no longer work for you, but you can use your Karma Go with Refuel as you were able to under the pretense which you originally made the purchase.I hope this helps clarify why your device is not eligible for return. Please feel free to reach out to me directly if you feel the need to discuss this further ([redacted] (ATTN: Alex))Best regards,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:
 
The company still refuses to openly admit to have 45-day refund guarantee policy and promises to issue my refund in 6-8 weeks. Until 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 [redacted],
Thanks for following up. 
The response you received was not automated, although the message delivered was the same. 
I understand that the lengthy wait is frustrating, but as previously stated, we're working through returns and their respective refunds as quickly as possible, in the most fair manner possible (in the order received). 
With that said, you are of course free to continue to write in to us via our support channel or other channels, but it will no expedite the return/refund process. I won't be able to move your return ahead of others that we've received before yours, just as I won't move other returns ahead of yours if we have received them after.
You can always reach me directly at [redacted] (ATTN: [redacted]).
Best,
Alex F[redacted]

Hi [redacted],Thank you for your email. According to our CC processing company, the transaction has been refunded and it was confirmed. If you'd like a receipt directly from the CC processing company, please contact me through support (attn: [redacted]) and I can provide that documentation to...

you. Best,[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]

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 4-6 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 [email protected] (ATTN: Alex)Best,Alex F[redacted]

Hi [redacted], The issue has been escalated with [redacted] but unfortunately, I don't have any news to offer you at the moment. As soon as I hear back from [redacted], we will be in touch again. Best,Erin A[redacted]Karma Mobility

I started using Karma go Wifi service "Never Stop" on Dec. **. Based on their initial offering to "Use as much Data as needed, There are no Data Caps". Based on this, I purchased their device and I purchased their services for three months. They have just changed their plan on Jan. [redacted] to a limited 15Gb of usage a month. Then the speed will be throttled down to a speed that they will not say.
I feel that this company is dishonest and is not keeping their word. I don't believe any one has the right to change the terms of the service after it has been sold.

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

Thank you for your feedback.  Your Neverstop service will end when your current month of Neverstop finishes up. Because you prepaid for multiple months of data, you will get $50 for each remaining month credited to your account at that time. You can pre-select a Pulse plan today. No matter...

which plan you choose, we’ll extend your exclusive discount on Pulse for either 3 or 12 months, depending on how many months you prepaid.Also you can return Karma to us for a full refund on the hardware. You'll be refunded for any un-used months of Neverstop and the credits will be removed. You can use our Return Center for this: [redacted]Please feel free to contact support directly if you'd like any help with this. Best,Erin A[redacted]Karma Mobility

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], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
This response is in regards to "Refuel" and "Pulse" subscriptions, neither of which are related to my experience with "Neverstop".
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
Thanks for reaching out, and my sincere apologies for the overly lengthy wait on the processing of your return. Responses you've received in the past referencing the significant delays due to a heavy backlog of returns are correct. We're processing all...

returns in the order received to keep the process as fair and as equal as possible (albeit lengthy) a process for everyone. While this is by no means an ideal scenario, we're working daily to process as many returns and their respective refunds as possible, but have to work with the resources available to us. 
Fortunately, based on your return date an current place in the return processing queue it looks like your return is slated for processing this week. If you haven't received confirmation via email with your refund details by this Friday, please let us know and we'll look into this further. 
Please note that your refund when processed will be in the amount of $99.00 as the prepaid month of data purchased with your Karma Go was used in full, and so you'll be receiving a full refund for the device only.
Again, I know this is far from ideal, and I thank you for you continued patience and understanding as we continue to work through all outstanding returns. If you have any follow up questions you can reach me directly at [redacted] (ATTN: Alex).
Best regards,
Alex

Hi There, 
Your refund has been processed. Please allow 3-5 business days for the refund to show up on your account (that's the banks, not us)
Let me know if you need more help. 
Best,
Erin A[redacted]
Karma