Karma Mobility Inc.

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's been two months, just want my refund!!!I would like to have my refund, that's over due! It's been two months!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], My apologies. Your refund will be processed immediately. Please note that it does sometimes take between 3-5 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.Best,Erin A[redacted]

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 our support channel (Attn: Erin) to discuss this further. Best,Erin A[redacted]

I apologize for any inconvenience. We are working to issue refunds to everyone that is compliant with our refund policy.

Revdex.com:At this time, I have not been contacted by Karma Mobility Inc. regarding complaint ID [redacted].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].
If you'd like to contact me directly via our support channel, I am happy to help get this set up or address your concerns further. 
Best,
Erin A[redacted]

The order has shipped. Tracking Number - [redacted]Looks like it's due to arrive on 8/**/2015.Please let me know if you have any additional questions or concerns.

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 refuse to accept a partial refund, when I was promised a full one.  I never had unlimited data, and I never had unthrottled service.  I never once used service I paid for, because I never GOT what I paid for/
 
 
 
 
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:

This is utter nonsense. This is the same excuse they have been giving me for one whole year. It is a lie and these criminals should be prosecuted. There is no issue! They simply hope everyone will go away and give up demanding the money they are owed. I returned the "Hot Spot" unit with their "Return Authorization" and mailing label they provided. I t was returned within the time frame they specified and I know because I tracked the shipment and they confirmed to me via email it had been received. These people are simply, lying, lawless fraudsters and they ought already to be locked up in prison.This is all a pack of lies from people who are liars and fraudsters. I have never received the refund of $199. I just get the same lie they have put forward in their response to the Revdex.com inquiry!
 
 
 
 
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:

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 3/**/16.
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 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]OR we can refund your monthly subscription cost.

Our goal from the beginning was to give everyone the best experience possible with Karma.To do that, we have to build with newer technology and the network the original Karma Classic uses has to be retired in order to make way for this. That means Karma Classic will no longer work after...

November *, 2015. The device cannot be retroactively fitted to work with the new network.Our brand new Karma Go that runs on the LTE network, isn’t going anywhere. You’ll see more coverage, faster speeds and consistency in use. Essentially, everything will be dramatically better.We’d love to still have you onboard with us, I’d be happy to add an extra GB into your account. The discount offer will not expire so you can upgrade any time you're ready. If you'd like to contact customer support directly, we can also discuss options for an additional discount on the device.

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 of your refund details in 8-10 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. Thanks in advance for your continued patience and understanding. Please do let us know if you need anything else in the meantime. Best,
Alex

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. Just 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 [redacted], was prior to any implemented changes, during which 194.2GB of data was used. The following month, Jan [redacted] - Feb [redacted], your second prepaid month of service was when the announced Neverstop change took place on January [redacted]. Prior to the [redacted], you were able to, and did use the service in full, and when the announced change took place on the [redacted], you did not cancel at that point, but used the new 15GB allotment prior to cancelling on January [redacted]. 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 refund. When 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: [redacted])Best,[redacted]

Hi [redacted] You can return your device for a full refund. 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:

I had neither of those plans. I had the Neverstop plan. I also asked about a reasonable refund time frame and was not provided with it. Obviously the company didn't actually read my complaint.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], 
Thank you for your email. It appears that you have requested a return for a refund but have not yet sent your device back. Once you return your device and it's processed through our warehouse, your refund for the device and any un-used service will be taken care...

of. If you need any further assistance returning your product, please feel free to contact me directly through support (Attn: Erin). 
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:

[it is not my problem that they are back logged. The admitted that the got my return on 3-**. It has already been almost 8 weeks. That is unacceptable. I want my money plus interest now or my next letter will be to the attorney general.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],It does appear we have received your return and it's currently being processed at our warehouse. We process returns in the order they were received so it might take a little time depending on our volume—it’s our priority to get your Karma checked back in and your money back in your pocket...

as soon as possible.We'll send you an email as soon as your refund has been initiated. If you have any further questions or concerns, feel free to email me directly to [redacted] (Attn: Erin). Best,Erin A[redacted]Karma

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 of your refund details in 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. Thanks in advance for your continued patience and understanding. Please do let us know if you need anything else in the meantime. Best,Alex