Karma Mobility Inc.

Hi [redacted],Thanks for writing in. The implemented changes to our service that took place on January [redacted], and February [redacted] were adjustments to align our subscription service with the users it was originally intended for, while also making it a sustainable option which the original Neverstop...

unfortunately was not. At the time that we made these announcements, anybody who purchased a Karma Go with Neverstop was given the option to return their device and any unused prepaid months of subscription service for a full refund. You ended your subscription service on April [redacted] (continuing to use the product throughout that period of time), 45 days after the February [redacted] announcement, and reached out to us inquiring about a refund this past Sunday, April [redacted], 53 days after the February [redacted] announcement. Although your device was purchased in the middle of November last year, we had opened up the return/refund window for a fair, and extended period of time due to the announced and implemented changes to our subscription service. Unfortunately, that window is not indefinite, and your device is no longer eligible for return/refund. If you have any other questions, or would like to discuss this further directly, you can reach me at [email protected] (ATTN: Alex). Best regards,Alex F[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 will not consider this resolved until I receive my refund. Karma has had my return since March **, 2016. The very first email from Karma stated the refund would take 2-3 weeks. On May **, 2016 I was told by Karma that it was estimated to be another 2 weeks. Now Karma is stating it will be another 8-10 weeks. This is not acceptable to me so I will not state that my complaint is resolved.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted], I promise we are a real company we've had our fair share of delays, unfortunately. I apologize for the delay but we are going to resume shipping this week and you should have a tracking number very soon. If this timeline doesn't work for you, I totally understand and I can...

cancel your order and issue a FULL refund. Feel free to email me in support directly, attn: Erin for any additional concerns. 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 have not refunded any amount at all to me. They have made no effort to contact me whatsoever. This is a complete fabrication on their part.
 
 
 
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 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:

The were vague in response to action time and how they planned to actually address the issues I stated in my complaint.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi There, 
I have double checked every charge made to your account personally against our CC processing company's records and every charge made has been refunded at this point. 
If your bank requires any further proof that the refund has been processed, please feel free to send me an email to [redacted] and we can attach a receipt directly from the processing company. (attn: Erin)
Let me know if you need more help. 
Best,
[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:

[Your Answer Here]
 
 Hi [redacted],Thank you for replying to my concern and taking the time to review this Revdex.com complaint. I just received my Karma go last night in one piece and thank you for that...BUT I did receive it 31+ days after I ordered it and 16 days after the date expected from Karma organization. I ordered it for a trip I was going on just last weekend but because I didn't receive the wifi device before I did need to pay for wifi in the hotel. I needed to use wifi for work. I think it's unacceptable for Karma to not even let me know and reach out to me to let me know that there was going to be delays. But instead I needed to reach out to you guys and ask. Because the device was delayed I did need to pay extra money out of pocket for wifi on my trip. If there is someway to reimburse with data or percentage off data for future that would be great for the delay of the item. Thank you.   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We made a mistake and now it's our job to figure out the best way to create a frictionless way to get people online in the spaces between your home and office or wherever you want to go. We'll get there, but there's a lot to be done. 
In the coming months, we will be working on options...

for our customers to continue to make Neverstop work for everyone. I don't have an exact timeline but if you'd like to contact us through support directly, I am sure we can help make this transition easier for you.

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:

If the product was received back in the warehouse on April * and we are being told that our refund will be an additional 8 to 10 weeks from now,  that makes the return policy four to five months.  That is unacceptable, there is no excuse no matter how overloaded with returns that someone might be that it takes months for a return.  If that is the case then this company needs to review their policies.I live in an area with no high speed internet and this would be a great option for those living in the area of the new towers.   We will never in the future buy this product even though it could be an option as more cell towers are being put up in my area and I will tell everyone I know not purchase this product as their return policy is terrible. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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

[redacted],The refund amounts are system generated based on usage (which looks at time-- as in the subscription period/month being started versus the amount of data used), so based on that it considered the month used. I can see that a few MB of data were used, so the remaining $50.00 has already been refunded. As was stated previously, writing in via our support channel would have served the same function and been easier. You'e all set. Take care.

Have moved this conversation over to our support channel.

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],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 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. While I don't have an approximate date at this point in time, based on the return receipt date of April [redacted] I expect you'll receive your refund within 8-10 weeks from now. 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.If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).Best,Alex F[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 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], As mentioned by my support team, we are working through a larger than normal volume of returns. I have double checked and your refund should be processed by the end of this week, Monday at the latest based on the order it arrived. We appreciate your patience. Best,Erin...

A[redacted]Karma

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 for your device and any unused data you might have left. You can set up your return at [redacted]Please feel free to email me directly through support ([redacted]) attn: Erin if you'd like 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:

My complaint is not resolved by a refund. It is not resolvable. Karma engaged in deceptive business practices, and I lost money because their product did not work, and was not what they sold. My complaint has no resolution. It is simply a complaint about their actions, which cannot be remedied.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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. As you know 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 few 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