Karma Mobility Inc.

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may no longer work for you, but you can use your Karma Go with Refuel as you were able to under the pretense which you originally made the purchase.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

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 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,[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:[redacted]
Sincerely,
[redacted]

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

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 support directly if you have any further questions or concerns.

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.  However, they said that until the device (which I purchased) returned to their warehouse,...

their system continues to bill customers.  I would like my complaint to be listed to warn and help protect others.  There is no obligation to return the device if service is cancelled, yet they are essentially requiring customers to keep paying for unused service.  
Sincerely,
[redacted]  E-mail from Karma regarding the charges: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted],The return of the individual you referenced was received at our fulfillment center weeks before yours was. As I stated previously, they're being processed in the order received. Your return was received March [redacted]. It is in the queue to be processed. It will be refunded as soon as we reach yours in said queue. We can continue to discuss this, though it is a superfluous task because it has zero impact on the timeframe in which your return and respective refund are processed. There is no malice here. And while I understand this may be difficult to comprehend, we're working through all returns as quickly as possible with the resources at hand. Best,Alex

Hi [redacted],Thank you for reaching out. 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 (March [redacted]), I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next week or two). 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

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 got the basic same information from them on 3-**-16, and there has still not been a credit back to my account for the $189, and they have been telling me the very same thing ever since they received my returned unused/unopened unit on 3-*-16, which has been 5 weeks now.  So no, this does not resolve my complaint at all.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],As Keith mentioned, your refund has been entered for processing and you will receive confirmation of it this week.Best regards,

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], 
If 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 type. On Refuel, you'll get a refund for any data left unused. With Pulse, you'll be refunded for any unused...

months you purchased.I've cancelled your subscription so you won't get billed again, however you can use your device and the data available until 3/** when you were set to renew. 
You can use our Return Center for this: [redacted]
Feel free to email me directly (attn: Erin) through support if you need any additional help. 
Best,
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 received communication from Karma that they will refund the price of the device which I have returned, but not the full purchase price, which included 1 month of unlimited data.  However, on January [redacted] they charged my account for another month of unlimited data.  Januar[redacted] they sent the email that, so sorry, unlimited has a limit of 15 GB, but once reached you will still be able to do email etc at slower speeds.  The slower speeds wouldn't even download an email with no content except "test". In the subject.  I expect the $99.00 I paid for the device and the $50.00 I paid for another month of unlimited data I did not receive.
I have not yet received any refund at all.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

[redacted],
The return of the individual you referenced was received at our fulfillment center weeks before yours was. As I stated previously, they're being processed in the order received. Your return was received March [redacted]. It is in the queue to be processed. It will be refunded as soon as we reach yours in said queue. 
We can continue to discuss this, though it is a superfluous task because it has zero impact on the timeframe in which your return and respective refund are processed. 
There is no malice here. And while I understand this may be difficult to comprehend, we're working through all returns as quickly as possible with the resources at hand. 
Best,
Alex

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. We're still working on returns received in March, and so it will still be a little while before we get to yours.  I can see that your return was confirmed received (checked-in) at our fulfillment center on April [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 10-12 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,

Hi [redacted],
Thank you for reaching out. 
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 4-6). 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 [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

Hi [redacted],
Thanks for following up. As stated in my response to you on March [redacted]:
"Thanks for your email and I'm sorry to hear that Karma isn't working out. Not to worry, we make returns easy and even pick up the tab on return shipping.If you return your device within 45...

days of delivery, you'll receive a full refund on the device. Service refunds will depend on your usage. With Refuel, you'll be refunded for any unused data. With Pulse, you'll be refunded for the device only if you used your subscription at all.You can use our Return Center to get a prepaid return shipping label: [redacted]If you have any questions before sending the device back, let me know and I'd be happy to help."When we announced changes to our service on January [redacted], we proposed a full refund for anybody unhappy with the changes, and offered the same on February [redacted]. Being that you have used your prepaid months in full, beyond the point which we were offering full refunds, and continued to use the service as stated under the new plan, you are not eligible for a refund on service.
At this point we have already closed the extended return period for devices, but I will honor a return of the device for you which would be in the amount of $79.00.
You can write in to me directly at [redacted] (ATTN:Alex) and I can provide you with a return label.
Best regards,
Alex

Thanks for reaching out. Our returns are simple. If 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 type. On Refuel, you'll get a refund for any data left unused. With Pulse/Neverstop, you'll be...

refunded for any un-used months. You 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