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Nomad Internet complaints

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1308 East Common Street
New Braunfels, TX 78130 | Get Directions

(210) 598-5949

http://www.nomadinternet.com

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Total Amount in Dispute:
$335.00

Total Amount Settled:
$335.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Nomad Internet closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Nomad Internet

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12/19/2023

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $335.46 Amount Settled: $335.46

Customer Complaint

12/5/2023

I purchased a modem and first months Internet from nomad Internet. A rural provider for satellite Internet. At the time I needed to be able to use Internet for work and my kids needed access for school. my current Internet cut in and out causing work stoppage and school assignments to go incomplete. I purchased nomad as a resolution. I purchased the internet/modem on 9/27/23. It was shipped on 9/28/23. I received the modem via FedEx 10/01/23 called in to activate service on 10/02/23. At that time the modem was not working properly. It kept a red light and would not activate. I called the help desk to get help with the device. The technician I talked to was very confused and kept trying to tell me to put things in hole that were not on the device and to troubleshoot by restarting the device. I followed her directions and tried to get the red light to turn green with her directions. The light stayed red no matter what we did. The tech filed a ticket to have someone reach out for more trouble shooting. I wanted for 2 days and no one reached out. She said they would be calling me back at most in 48 hours. After no call back, I called back in to file another ticket, advise I hadn't gotten a call back and cancel my service asking for a refund. All of this was within the guaranteed refund dates. When I originally made the purchase it was from a Facebook advertisement that said I would have a 14 day guarantee. Which seemed far too short for proper testing and returning equipment. Resolution Sought I want the Internet provider to return the amount for the broken modem and first months bill that I didn't even use. I notified them the next day after receiving that the modem didn't work. And 2 days after that I told them via phone I wanted to return for a full refund. They refuse to refund the amount for the modem and for the first month of Internet that was paid upfront.

Company Response

12/6/2023

The customer purchased the Nomad membership on September 28th and it was delivered on October 2, 2023. The customer contacted customer service for assistance in getting the device to work and after waiting for customer service to return the call, the customer decided to cancel the service on October 4, 2023. The customer was sent the information on how to return along with the RMA number on October 8, 2023. This was a delay on Nomad's part and this when looking at the timeline, it seemed as though the customer was outside of the 7 day trial period. After reviewing the customer's account, it was determined that the customer was owed a refund for the membership, minus the shipping and activation fee, per Nomad's terms of service. The refund was processed on December 5, 2023 in the amount of $265.46. We thank the customer for allowing us the opportunity to get this issue resolved. If they have any other questions or concerns, we ask that they reach out to us via email or phone call.

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